Customer Service Sales
Resume:
Patricia Soward
Email: *********@********.***
Address: ** ******** ****
City: Erial
State: NJ
Zip: 08081
Country: USA
Phone: 856-***-****
Skill Level: Management
Salary Range: $46,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
PATRICIA SOWARD
85 WINFIELD ROAD
ERIAL, NJ 08081
OBJECTIVE: A responsible position in the telecommunications industry using organization, communication and computer skills to maintain a high level of customer satisfaction.
PROFESSIONAL EXPERIENCE
ZONE TELECOM, INC., Cherry Hill, NJ 2001-Present
Senior Provisioning Specialist
Responsible for ordering and tracking dedicated long-distance and local services via multiple carriers for customers located nationwide. Implement basic T1 services, as well as DS3, ISDN/PRI, IP, Frame Relay, toll-free RespOrg transfers and enhanced toll-free routing, local number portability (LNP) etc. Track all orders from implementation through installation. Responsible for obtaining CFA and DLR on customer-provided access orders, and coordinating such installations with various agents of local exchange carriers. Coordinate all aspects of projects such as local loop installation, testing and turn-up and trouble-shooting with customers, carriers, vendors and internal staff such as sales and sales engineers. Preside over and lead all cutovers. Provide post-cutover support to customers and Customer Support department, including correction and escalation, when necessary, of any service issues arising from installations.
Familiar with several carrier databases; such as Verizon Business Portfolio, Level3/Global Crossing uCommand, Century Link Remote Control, Windstream Online and the National SMS toll-free application.
CTC COMMUNICATIONS, Mount Laurel, NJ 2001-2002
Senior Network Coordinator
Responsible for coordinating the transfer of local exchange carrier services to the CTC billing platform, as well as implementation of their dedicated integrated voice/data offering. Review billing with customers to ensure accuracy, as well as trouble-shooting and escalation of maintenance issues. Provided sales support in the form of customer visits, obtaining and interpreting customer service records, providing pricing, etc.
Frequent use of and familiarity with the Verizon GUI database.
EXECOM VOICE/DATA COMMUNICATIONS, Bristol, PA 2000-2001
Telco/Implementation Specialist
Ordered and tracked all circuit services such as T1, ISDN PRI and Frame Relay for installed customers. Was also responsible for ordering/implementing non-dedicated services such as ISDN BRI, Centrex, local service win-backs, etc. Involved interaction with many various local and long-distance service providers, as well as internet service providers, sometimes nationwide. Provided sales support in obtaining pricing, customer service records, etc. Responsible for maintaining records of sales compensation and submission of compensation reports on a monthly basis, and identified and corrected discrepancies.
WILLIAMS COMMUNICATIONS SOLUTIONS,Marlton, NJ 1990-1999
(Formerly Bell Atlantic Meridian Systems)
Telco Specialist 1993-1999
Ordered service provider network services on behalf of new installation and installed PBX customers, and Norstar customers in tri-state area (New Jersey, Delaware and Pennsylvania). Implemented and coordinated orders with various regulated local and long-distance telephone companies. Provided pre-sales support in obtaining customer records, service provider pricing, etc., in order to analyze customer needs and requirements. Evaluated and recommended telephone network services such as T1, PRI and Centrex. Attended customer and/or vendor meetings. Coordinated on-site meetings with appropriate telephone company personnel such as site engineers and internal project managers and/or technicians. Identified and followed up on escalation processes
and contacts with service providers. Provided contact and follow-up with appropriate service provider personnel on inaccurate/incomplete orders and trouble tickets until resolution.
MAR Administrator (Bell Atlanticom Systems) 1991-1992
Implemented and coordinated orders with various regulated local and long-distance companies on customers behalf. Acted on supervisors behalf in her absence.
Coordinated and tracked service orders, equipment returns and revenue reports on an ongoing basis as pertained to a multi-product customer base.
Installation Coordinator (Bell Atlanticom Systems) 1990-1991
Worked with project managers, finance personnel and sales force of approximately 80 people in tracking installation job progress and contractual milestones. Reviewed all Job Change Orders (JCO) before preparation for accuracy in pricing, quantity, etc., to control costs and job quality. Monitored automated reports on an ongoing basis in order to ensure the capture of JCO and/or contract revenue. Trained branch personnel on JCO procedures and the correct flow of responsibility.
NORTHERN TELECOM, INC., Marlton, NJ 1984-1990
Telco Specialist 1988-1990
Implemented service orders for network facilities and subsequent installations. Met with customers regularly to review requirements and progress of orders.
Coordinated and oversaw service provider implementation on all equipment cutovers.
Maintained thorough knowledge of network services and compatibility with the Meridian PBX. Investigated FCC/Tariff regulations and restrictions as they applied to these services. Successfully trained employees on the service provider interface process.
Control Center Analyst 1986-1988
Evaluated automated reports as they pertained to customer service orders and maintenance revenue, time and labor, inventory control, etc. Made recommendations from manager to director level as to courses of corrective action. Determined action required to retrieve outstanding orders to capture and recognize monthly revenue with an average objective of $5M yearly. Gave presentations on a quarterly basis to field technicians and customers on Control Center procedures.
Operations/Customer Service Support Positions 1984-1986
CSO Coordinator
Installation Secretary
EDUCATION
Omega Institute, Pennsauken, NJ
Certification in Paralegal Practice (New Jersey and Pennsylvania)
Pemberton Township High School, Pemberton, NJ
Internal and external training in all positions held
COMPUTER SKILLS
Familiar with Microsoft Office, Word, Excel, Power Point, internal database systems and carrier databases.
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