Project Manager Customer Service

Hector Aponte

Email: *********@********.***

Address: **** ********** ** **

City: Brooklyn

State: NY

Zip: 11226

Country: USA

Phone: 347-***-****

Skill Level: Experienced

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

HECTOR APONTE

1911 Dorchester Road #3F,

Brooklyn, NY 11226

Phone: 347-***-**** E-mail: *********@********.***

Profile

A highly motivated customer service rep with demonstrated abilities in cultivating and managing large customer portfolios seeks a challenging position to utilize 14 years of professional experience in customer project management, sales and support.

Skills

Proficient in all Microsoft Office Applications 2003, 2007 and 2010

Fluent in Spanish

Experience

Paetec Communications Inc.

Senior Account Manager May 2009 - August 2011

Managed customer account portfolios in excess of $1 Million per annum

Facilitated weekly customer meetings to review account status, issues and risks

Reviewed escalated root analysis of trouble outages

Coordinated portfolio strategies to identify high impact clients

Generated sales of cross functional service solutions (i.e. Disaster Recovery) on customer accounts

Level 3 Communications LLC

Project Manager April 2006 - December 2008

Oversaw end to end workflow and installation of customer orders

Collaborated with internal teams to ensure timely delivery and processing

Implemented presale quality controls for sales team orders to ensure customer satisfaction

Prepared, updated and presented weekly status reports for senior management briefings

Managed moves, adds and changes for existing customer accounts

Ensured completion of customer port orders post installation.

Broadwing Communications LLC

Account Consultant/ Provisioner July 2002 - April 2006

Managed past due account maintenance and debt recovery

Initial reviews of customer billing disputes and account maintenance

Responsible for provisioning & maintaining LATA's, UNE & DSL via Graphical User Interface (GUI systems)

Engaged daily with clients, Verizon Reps. & technicians with respect to pending order status

Focal Communications Corporations

Account Representative June 2000 - July 2002

Coordinated pre turn up testing /procedures for corporate orders

Led customer orientations ad maintained pre and post sales customer support

Conducted training and reviews of Northeast regional employees

Education

State University of New York March 1991 - May 1993

Certificate in Electrical Engineering

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