Account Transition Manager
a team of up to 15 representatives on processing incoming account disconnects requests
to ensure prompt customer contact
and to identify any win-back opportunity, or begin to assist in the process of
full account transition. Responsible for identifying, updating and
documenting current disconnect process(s) ensuring maximum system automation
requested through IT to decrease the needs for manual account disconnects, Properly
manage monthly controllable churn rate to corporate budgets, Work directly with
Finance Manager to ensure proper forecasting and processing of monthly finance account
disconnects. Work directly with Provisioning port out team on customer's LSR /
FOC's for accurately managing weekly and monthly disconnect forecasting and
reporting. May also perform additional duties such as; data analysis, reporting,
and other projects as requested by management. Constantly monitor individual
team member and Churn's Service Request Queue to manage disconnect workload.
Assisting in full integration process to new company, ensuring that we link the
current disconnect process smoothly to ensure positive impact to the customer base.
Account Transition Coordinator
Responsible for ensuring Customer
expectations are properly set regarding all aspects related to the account
disconnection processes, port out procedures, domain registration transfers,
web hosting, toll free, mobile, cloud services, fax to email, and applicable
early termination fees. Receive non-retainable accounts, to evaluate for
accuracy and process within specific time intervals to prevent unearned and unnecessary costs of
circuits. Openly communicate with representatives from multiple internal
departments such as the provisioning team on all incoming orders and status
updates for customer LSR and FOC dates, to ensure these order changes are
accurate for completion of the disconnect process. Project manages and
maintains up to date status for disconnection of service requests throughout
the lifecycle, while providing ongoing status to customer as principle point of
contact with the customer. Create and manage Disconnect Service Order.
Review written incoming customer request for disconnection, to process possible
retention opportunity. Assist
in processing and completion of the end of month disconnects reports.
Constantly monitor multiple customer inquiry points such as email, voice mail,
and Service Request Queue to manage workload both independently and
effectively. Actively create process and train new team members for new
products, services, and system enhancements.
Order Entry Manager
BellSouth Long Distance (contractor/Staffing Technologies) –
Perform the order entry function for products and
services offered by BSLD and associated vendors
Responsible for order installation of charges, discounts, promotions, and
waivers. Possess an
understanding of the
(Order Entry) requirements for dedicated (Frame Relay, SONET, ATM,
MPLS, IP, inbound and
outbound, VPN) and switched voice, toll-free services, record only billing
orders, and all
associated features. Responsible for the initial quality check of orders
Interfaces with Service Delivery Project Managers for error resolution and
quality. Proficient in Windows based applications.
Responsible for tracking and managing projects for installation of complex,
Voice and Data services to include ANI and Toll Free Numbers across multiple
networks. Single point of contact for account teams, providing formal status to the
account teams during the installation life cycle. Perform required
escalations up to and including Senior Manager level with all vendors.
Performed Quality analysis on keyed orders to ensure accuracy and submit orders
for completion. Worked on Qwest systems, direct contact with Qwest engineers.
location profiles for establishing new channel and access orders. Created and
maintained routing for new and
existing orders. Also created design profiles for SOA to add Accunet
T1.5 services~ used a wide range of
legacy systems such as SOTS, POCITS TIRKS, WATSOP, BMP,
ICORE. Familiar with multiple service
types including: Toll Free Services, Software Defined Network,
ISDN, Switch 56 and MUL TIQUEST/900
Services. Duties also included constant contact with
project manager to ensure design
profile was correct per customer request.
Service Order Administrator/Subject Matter Expert
As Service Order Administrator, issued and expedited
orders for the sales team, interacting with
and project managers on service order concerns. Investigated and informed
possible billing concerns. Implemented orders for design into numerous systems.
Matter Expert, assumed additional responsibilities for assisting other Service
order implementation problems. Created job aids and mini-training classes, and
with administrative duties, such as planning meetings, payroll, and attendance
Experience in writing Business and User requirements, Experience in writing
Processes and Methods