ERIC ELMER

*** **** **. ********, ** *****

cell 847-***-****

acgki4@r.postjobfree.com

LinkedIn: www.linkedin.com/pub/ericelmer/5/472/44b

OBJECTIVE

I am a forward-thinking and driven Account Support Professional with extensive experience in system

implementation, project management, customer service, order processing, and inventory control seeking

a position where my proven commitment to customer satisfaction and business-to-business sales and

support will add value to the organization.

CAREER SUMMARY

After completing my degree, I developed key skills in document management, regulatory compliance, and

business-to-business interaction. My telecom career began in 1997 with StarNet Inc., where I started as a

tech support representative for what was at the time a local retail ISP. As the company shifted focus to

wholesale, I transitioned into a Customer Service role supporting a national resel ler base, where I

managed billing and service issues, provided customer training, and represented the company at trade

shows across the US and Canada. I managed the Customer Service department for several years until I

accepted an inside sales position. The company continued to expand, adding retail and wholesale VoIP

products. I returned to account management with a focus on utilities training and order fulfillment. I

remained with the same core team of colleagues for seventeen years. At each step of the w ay my role

evolved to fit the changing focus of the parent company, and I developed a keen understanding of the

wholesale customer experience.

EXPERIENCE

W indstream Communications - Various Sales and Support Roles, 1997-2014

Account Support Manager, 2011-2014

W indstream Communications, Schaumburg, IL

Managed wholesale dial and VoIP services for a growing customer base. Administered account changes and

billing issues, provided new customer onboarding, trained new and existing customers to use proprieta ry order

toolsets. Allocated blocks of new phone numbers for customers. Coordinated Local Number Portability

activities between clients and losing carriers.

Account Support Manager, 2007-2011

PAETEC, Schaumburg, IL

Administered account changes and billing issues, provided new customer onboarding and training, allocated

blocks of phone numbers to resellers. Interfaced with in-house development team to create and refine

customer toolsets allowing automated order submission on a large scale.

Inside Sales Manager, 2004-2007

StarNet/US LEC, Palatine, IL

Supported a new retail VoIP product offering (VoiceEclipse) while continuing to service the dialup customer

base. Sold VoIP solutions to existing dialup customers wishing to expand their product offerings. Managed

billing and support issues across both platforms, maintained and executed contract archives.

Customer Service Representative/Manager, 1997-2004

StarNet, Inc, Palatine, IL

Supported retail ISP and wholesale customer base of over 500 companies including MSN, EarthLink, United

Online/NetZero. Managed staff of Customer Service Reps fielding hundreds of customer contacts a day and

supported sales staff to facilitate additional revenue and preserve a high rate of customer retention. Attended

and presented at ISPCON and other trade shows. Managed sales contacts and documentation .

Administrative Assistant / Safety Officer, 1994-1997

Gustafson-Lindberg Co., Buffalo Grove, IL

Monitored and promoted safety compliance standards, managed equipment and inventory across job sites,

assisted in payroll distribution, obtained signed payout waivers from general contractors .

ERIC ELMER

EDUCATION

University of Iowa, Iowa City, IA - Bachelor's Degree, Communications, 1994

SKILLS

Writing: Excellent written communicator. My short fiction has been published in literary journals and I

have co-authored many customer training and sales materials in the course of my telecom career.

Verbal Communication: Skilled and succinct speaker both in person and via teleconference. I have

conducted hundreds of customized training sessions for customers, and skillfully represented my

organization and its achievements at trade shows, client-site meetings, and quarterly business reviews.

Voice-over-IP: Supported both retail end users and wholesale resellers of a nationwide VoIP offering.

Provided new customer training, billing support, and resolved service and billing issues.

Telephony: Provided solutions and managed customer voice and data trunk services.

Managed Services: Trained new and existing customers to use proprietary order fulfillment toolsets.

Telecommunications: Sold and serviced IP-based wholesale voice and data products since 1997.

Data Center: Interfaced daily with call and data center staff regarding open customer tickets.

Colocation: Provided and supported customer access to onsite equipment colo center.

Solution Selling: Presented and delivered a full suite of voice and data solutions to international

customer base.

SIP Trunking: Administered and activated incoming customer orders for additional trunking services.

Sales Management: Managed team of Customer Service Reps, managed account base of 500+

wholesale VoIP and dialup customers.

Document Review and Management: Ensured document completion and execution from new

customers when creating their accounts. Maintained and filed executed customer contracts.

Regulatory Compliance: Managed new customer e911 compliance.

Programs: Proficient in Adobe Photoshop, Adobe Acrobat, AS 400, FTP, HTML, MS Office, numerous

email and audio recording platforms.

ACCOMPLISHMENTS AND INTERESTS

Published short fiction author

W ritten, directed, and produced original stage shows, independe nt films, and online promotions

Served as a team member/fundraiser/special event coordinator, American Cancer Society Relay For Life

Audio Engineer and Producer for numerous local musical artists

Fundraiser and performer, School District 15 of Palatine IL, Battle of the Bands

Studio and live musician, accomplished on guitar, vocals, bass, mandolin, harmonica, and percussion

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