Manager Customer
Resume:
Joseph A. Finley
210-***-**** HOME
SAN ANTONIO, TX 78254
210-***-**** MOBILE
Decisive, goal-oriented and results focused professional offering 15 years
of experience in telecom industry with last 7 years focused on project
coordination.
I offer talents in resource leveling (sharing resources), budget
management, developing project scope (budgets, timelines and delivery
dates), customer relationships, cost avoidance, continuous design
improvements and conducting status meetings and customer reviews.
Essential Skills
. Effective communication skills
. Able to work as a team player or as an individual
. Able to manage multiple tasks
COMPUTER SKILLS
Microsoft Office Suite (Word, Excel, Project, Visio, PowerPoint), Visio,
AT&T Route IT
HISTORY
Ingram Appraisals
2012-Current
Residential Appraiser Trainee
Perform detailed inspections on property to determine value, factoring in
dates, quality, and age of property.
. Use data such as incorporating cost, market and income approaches to
property valuation.
. Produce written appraisals for clients, government agencies, or
companies
. Compile research in detailed reports
. Correctly identify discrepancies between the property's description
and its actual state.
. Demonstrate ability to analyze a problem coherently and provide
precautionary advice before a purchase
. Work on a client-to-client basis, making appraisals for a variety of
reasons.
Verizon
2007-2012
Sr. VoIP Order Manager
Functions as lead party in the coordination of activities related to the
installation of all VoIP services for the customer.
. Escalates as required to ensure customer due dates are met.
. Ensures performance to meet operational metrics (e.g., on-time
performance) and contractual obligations.
. Coordinates/works with Provisioning, Service Delivery, Operations,
Project Management, and other related groups as required in the activation
of services and/or installation of equipment.
. Contacts customer to verify critical order information.
. Provides status updates to customers and account teams as needed.
Provide order reporting, systems updates to management as required.
. Coordinates and hosts meetings with customers, equipment vendors, and
account team personnel as required.
. Schedules cutovers with customers and equipment vendors.
. Ensures the customer is provided with appropriate written and/or verbal
confirmation of critical dates within the service delivery timeframe.
Wachovia/ World Savings 2006-
2007
Telecom Coordinator
Primary responsibility was the design and implementation of toll free
routing and disaster plans for ACD groups. Analysis of toll free traffic
and the preparation of reports from the "Business Direct" platform from
AT&T were also performed. Additional duties included documenting and
analyzing requests, dispatching Technicians to perform pre-fields,
ordering equipment from in-house inventory or outside vendors, ordering
software, and dispatching installation of equipment.
. Design and implement toll free routing plans using AT&T Route IT and
Visio
. Act as single point of contact for Call Center Technologies and CTI
Projects Teams
. Generate and analyze Toll Free traffic reports to locate "trends"
. Analyzes Service Requests as submitted by customers for all computer
hardware, software, communications, cabling, and phone needs and
recommends solutions that are cost effective in relation to customer
requirements
. Produces and maintains spreadsheets and project plans for larger
installations/rollouts and negotiates naturally satisfactory planned
completion dates with customer
. Coordinates with other groups within ISD to install equipment according
to proper communications protocol.
MCI 1998-2006
Account Manager
Responsible for retention and growth of assigned customer base through
comprehensive account management and development of additional growth
opportunities
. Preparation of proposals for prospective customers and opportunities
within existing base
. Generating contracts
. Entering new orders into order entry/processing system
. Provide regular sales reports to management for renewals and pipeline
opportunities
Staff Specialist/ Billing Analyst
Resolution of contractual disputes and or inquiries.
. Implementation of newly signed contracts.
1. Correction of pricing and the issue of credits or debits to customer
accounts.
2. Maintain compliance with contract and tariffs for resolution of customer
disputes.
3. Presentation of the conclusion of the inquiry verbally and written
within a 6 day interval.
Priority Clients Service
Technical service and support for dedicated customers.
4. Network maintenance ticket processing.
5. Responsible for origination of orders for customer moves, additions, or
cancellations.
6. Online billing inquiry resolution and account maintenance.
7. Toll free number routing and maintenance.
EDUCATION
St. Philips College
. Completed 24 Credit hours towards a degree in Computer Assisted Drafting
. Specialized in Industrial Engineering
MCI Learning Center
Completed 44 Hours of Self Study for the following:
. Telecommunication I-III
. Local
. Internet
. Wireless
. International Data
. Audio/ Video Conferencing
REFERENCES
Available upon request.
Contact this candidate