Dumyl Henley

Email: abqfgx@r.postjobfree.com

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

City: Hyattsville

State: MD

Zip: 20785

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $62,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Dumyl Henley

1708 Allendale Pl, Hyattsville, MD 20785, Cellular 301-***-****, abqfgx@r.postjobfree.com

SUMMARY

Act as customer advocate, maintaining and improving customer relationships. Anticipate and detect issues that could impact customer order flows and projects and work to coordinate corrective actions. Focus on but not limit activities to pre and post - implementation activities. Have strong organizational skills, project orientation, and the ability to work effectively under pressure and stress. I promote working environment procedures conductive to improving productivity, increasing efficiency, enhancing equality, and strengthening financial results.

EXPERIENCE

VERIZON, Ashburn, VA

Service Manager - Federal 2008 - 2011

* Manage customer relationship, understand needs and establish expectations, coordinate internal resources to support customers

* Manage clients mailboxes by responding to issues and routing inquiries; worked with little supervision

* Available 24x7 for service emergencies, accountable for knowing the customer`s business, service profile, current and future service needs

* Participated in sales account planning & other internal activities that support increasing revenue growth, customer satisfaction & retention

* Proactively visit, create and maintain service plan, manage service reviews, maintain/provide Verizon Business contacts/escalation list

* Support the enrollment, education, and utilization of the customer base on Verizon Business Customer Center (VBCC) NUCC, NECC,

Serviceat Once, BillatOnce and e-bonding capabilities.

* Act as customer advocate in relation to performance of all Verizon products & services. Serve as escalation point for maintenance & repairs

* Provide RFP support for trouble management and SLA requirements, Produce standard/custom network performance reports

* Ensure SLA compliance as required by contract. Serve as escalation point for trouble tickets

* Develop & manage service improvement plans for chronic/critical outages. Create & deliver post service recovery RFO/RCA analyses to

Customers

* Monitor network groom activities, communicate events to customers and work with Sales Engineering to develop diversity/avoidance plans

VERIZON, Ashburn, VA

Specialist - Proj/Prog Mgmt 2006 - 2008

* Served as project specialist for a few large, complex network integration projects for the Federal Government.

* Telecommunications experience, Voice and Data - Long Distance, PICs, Audio Conferencing, calling cards, PRIs, IP services, Private Line etc

* Created all customer projects, issues, resolution to chronic problems...etc via Ms Excel Spreadsheets

* Has the ability to analyze and interpret and assist in the facilitation of team and client meeting,

* Assisted the Program Manager in working with Government's authorized representatives and customer agency representatives.

* I was responsible for the overall management of the specific IT Projects and insuring that the technical solutions and schedules in the task

orders were implemented in a timely manner according to the customers due date.

* I performed enterprise wide horizontal integration planning and interfaced to other functional systems.

* I assisted with the planning of multiple projects and/or task orders involving information systems software developments, as well as all

Verizon dedicated products and services.

* I took ownership of the project until it was completed. Such Federal Government Agencies are Department of Commerce, National

Weather Radio Services through-out the 50 US state and also a few international countries over to the FTS2001 Contract now NETWORX

VERIZON, Tyson Corner, VA

National Account Support Consultant - Federal - Sales Support 2000 - 2005

* I was responsible for providing project and resource management in support of installing and activating core and strategic products via

standard and non standard processes.

* I was responsible for coordinating implementation activities between the customer, branch/account team personnel (pre/post-technical

support), internal groups (e.g., order entry, provisioning, CPE, NOC, Operations, Translations) and third party client/vendor resources

* I consistently leverage my expertise in resource/project management, offered suggestions to improve service delivery performance and

utilize product knowledge to ensure customer needs are being met.

* Additionally, I was required to be accessible to the customer on a 24x7 basis, and provide the customer with back up contact information

when applicable and I was responsible for Proactive Customer Support.

* I served as support for the account team to provide superior customer service through the expert handling of the implementation process.

* I provided implementation input (project timelines, dependencies, milestones, resources) during pre-sales process as needed.

* I prepared & delivered customer implementation plans & provided customer & account team with frequent updates & status reports.

* I hosted weekly meetings and conference calls as appropriate, with branch personnel/account team to review status of pending

orders & projects.

* Created and edited documentation for product & services installation from assigned government agencies.

MCIWORLDCOM, Tyson Corner, VA

Order/Data Entry 1998 - 1999

* Processed orders received via phone, fax, regular mail and email.

* Maintained log of daily orders as well as weekly and monthly totals.

* Communicated and resolved customer issues. Orders such as calling cards, ANIS, toll free numbers, and equipments.

* Such government agencies network/project I have managed are: Department of Commerce and sub agencies as NOAA, NWS, Bureau of

Census, Department of Energy, and all sub agencies as FERC, Health & Human Services and sub agencies as CMS, FDA, OIG, Department of

* Defense such as Air Force, Navy, & Army, Federal Reserve Board of Governors, Federal Reserve Banks, and Department of Agriculture and

sub agencies as AMS, ARS, OIG, and Forest Service.

AT&T, Forth Worth, TX

Customer Service Representative 1996 - 1997

* Performed all aspects of customer support, including answering telephones, coordinating special promotions, and providing details for

products and services.

* Handled inbound call duties, including order entry processing and fulfillment of customer calling cards, toll free and ANIs.

* Resolved billing questions and disputes, initiated customer calls and performed data entry.

* Verified quote system data with customer orders to ensure accurate processing.

* Issued returned authorizations and processed credits and re-bills to resolve shipping discrepancies and invoicing errors.

Virgin Islands Housing Authority, St Thomas, USVI

Administrative Assistant 1985 - 1994

* Assisted the Executive Administrative Assistant with all administrative functions within the Comptrollers` Office.

* Performed timely and highly accurate data entry of all account receivables, bid proposals, account payables, payroll entries and

adjustments within the office.

* Scheduled appointments, meetings, conferences, travel planning for the Director.

* I have effectively communicated with customers, staff and management teams, collected and recorded statistical and confidential

information assembled and organized bulk mailings and marketing materials.

* I was enthusiastic, creative, and willing to assume increased responsibilities.

Virgin Islands Housing Authority, St. Thomas, USVI

Clerical Support 1984 - 1985

* Maintained switchboard operations including professional answering of switchboard, took messages and routed calls to the appropriate

departments.

* Provided clerical support, assisted with projects, faxed, typed, filed, scheduled appointments, mail handling, made copies of inter-office

correspondences and confidential documents, and occasionally visited various housing offices to provide clerical support.

EDUCATION

University of the Virgin Islands, St. Thomas, USVI 1987 Business Admin/Communication

Adventist High School, St.Thomas, USVI 1983

Diploma, General Studies/College Prep

SKILLS

* Training Networks: Ethernet, Token Ring, Novel, Protocols: TCP/IP, HDLC, MLPPP, PPP, X.25

* Internet: HTML : Telecom Switches: ATT, NORTEL, SIEMENS, 5ESS, DEX600, DMS259

* Operations Support Systems: Windows XP, UNIX, LOTUS, COREL WP

* Software: Microsoft Word, Excel, Project, FrontPage, MS Windows, Access, PowerPoint

* Internetworking Hardware: Routers, Switches, Bridges

* Multiplex Systems: MFS, Nortel, COMS, OBUS, NETCAP, NETCOM, NETPRO, ETMS, F&E, TCOMS CORE, PARTS/DATA SMART

* Network Environments: SONET, VOIP, FRAME RELAY, DTS, ISDN PRI, ATM, T-Carrier, NOC/SCC, LAN/WAN

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