Project Manager Customer Service

**** ***** ***, ********** ** *****

Phone 678-***-**** . eMAIL: ******@*****.***

Emma Daisy Quintana

Objective/Skills

Seeking a position with an organization that will utilize my

project management, organizational and interpersonal skills

in a way that would be beneficial to the organization and in

return support my professional growth.

Skilled office professional with excellent

interpersonal/organizational skills. Possess ability to

effectively manage multiple projects side by side. Work well

under pressure and handle tasks in a professional manner.

Strong leadership skills, years of diverse experience in

various industries. A dedicated team player and hard worker

with the ability to meet deadlines in a fast paced

environment.

Employment

6/2011 to 8/2013 Ernest Communications

LSR Provisioner - Team Lead

Responsible for processing orders;

CenturyLink/Qwest/Embarq/Sprint/FDN/Earth

Link/McLeod-Paetec/Windstream/MPower/Birch/OneComm/Earthlink

New Installs, Moves, Disconnects, Changes, Adds and

Conversion

LSR processing CLEC Provisioner is responsible for timely

submission of LSR(s) to trading partners, timely receipt of

FOC back from trading partners, in addition to timely

distribution of FOC to appropriate WIN departments dependent

upon dates/information received. Also facilitates resolution

with trading partners on rejects, clarifications or PF

conditions that require special construction/additional

build-out at cost. CLEC Provisioner is responsible for

accurate entry of all TNs assigned to CLEC customers, whether

assigned to actual facilities or as a Special Number, DID or

RCF.

2/2010 to 10/2010 KMC Resource

Management

Office Manager

Provide support to owner; answer phones, AR/AP, Financial

Reports (P&L, Cash Flow Analysis, YTD Reports Income &

Expenses), coordinate adhoc reports with accountant, process

bid request, invoicing, scheduling appointments, scheduling

contractors by job, expense reports, hotel reservations,

set-up customers & vendors within billing system (Quick Books

& Quicken), bank deposits & reconciliations; prepare payment

vouchers for independent contractors; open files; order

supplies.

7/2009 to 2/2010

Self-Employed

Consulting

General Business & Project Management Consulting

5/2006 to 5/2009 J&J Diesel and

Auto Repairs, Suwanee, GA 30024

Office/Service Manager

Manage and supervise all phases of shop operations;

Responsible for hiring/terminating of employees; Post and

Process A/P invoices and collections; Responsible for

purchasing/servicing of all office equipment. Point of

contact for vendors/order parts. Assign duties and schedule

work; Monitor and evaluate job performance. Provide estimate

of repairs, reconcile sales with register receipts. Prepare

operating reports for accountant. Monitor inventory of parts

and supplies.

12/2005 to 5/2006 Cypress

Communications, Norcross, GA 30093

Project Manager Service Delivery - Permanent Position 2/06

to 5/06

Reviewed approved orders from contract sales team/billing

team; Responsibilities; Identify order type, entered into

COTS- order tracking system that assigns tasks according to

order type. Managed each order to installation and ensured

billing was completed. Main point of contact between sales,

provisioning and field operations. Project Manger lead in

the implementation of the first customer installed (3

sites-Atlanta, Washington DC and Pittsburgh) on Cypress's

newly deployed Nortel IP Platform.

Special Projects-Line Cost Analyst - Contract Position from

12/2005 to 2/2006

Monitor line cost to insure valid disputes were filed and

recovered from accounts that were acquired thru various

mergers. Responsible for data integrity in Vendor Management

(Web-based Inventory System). Inventory vs. vendor billing.

Worked closely with line cost project lead on the inventory

reduction project which decreased COG by over $250K monthly.

8/2005 to 10/2005 Contract Work -KMC Telecom,

Lawrenceville, GA 30043

Project Manager-Network Operations and Implementation

ILEC inter-face working ACNA Conversion project; responsible

for reviewing inter-connect agreements for all ILEC's;

Scheduling vendor meetings to make them aware that a

conversion was required; worked closely with vendor point of

contact to identify regulatory requirements; scope of work

including T3/T1 and rate centers that were to be converted

and those to be disconnected. Inter-face with code

administration to ensure E911 requirements were in place at

time of conversion.

12/1998 to 4/2005 KMC Telecom, Lawrenceville, GA 30043

Project Manager-Network Operations and Implementation

Managed five technical teams including network design,

traffic engineers, ASR (Access Service Request) provisioner

and test and turn-up personnel on projects. Scope of

responsibility included conducting team meetings, ensuring

budget and timelines were kept within guidelines, resolving

escalated issues, meeting with customers and vendors,

providing status reports to upper management.

Business Manager-IXC Carrier Sales

Manage and coordinate financial reports and revenue reporting

Supervise IXC billing activities and collections

Interface with cities to assure delivery of timelines and

revenue reporting

Coordinated with Sales Directors to ensure project completion

in order to maintain billing accuracy

Account management for collections of all IXC customers.

Administration Manager-Alternate Channels

Recruiting independent sales forces

Contract Management

Maintain Agent Profiles and ID# assignment

Approved and tracked expense reports for Regional Managers

Process commission payments

Revenue reporting

Sales Performance Quota reporting

6/1997 to 12/1998 e.spire Communications, Inc.,

Annapolis Junction, MD

Agent Support Manager:

Oversee and direct Agent Support personnel

Overall Customer Service functions including escalations to

management

Track Agent sales and prepare monthly commission reports

Liaison between Legal, Marketing and Finance departments

Coordinate travel, trade shows, conferences and seminars

Oversee special projects as assigned by management

French Fragrances, Inc., Miami, FL

Sales, Executive Assistant to Vice-President

Prepare monthly and year-end budget reports

Purchasing

Travel arrangements

Overall Customer Service - order entry; file shortage

reports; handle billing disputes for major accounts: Sears /

Wal-Mart / JC Penny / Marshall's / Ross Stores / TJ Maxx /

Eckerd Drugs / Walgreens etc.

Maintained business calendars

Prepare and set-up sales meetings/trade shows

Education

Telecommunications Training:

Basic Telephony, Local Service, Switched Services, LD & 800

Services, ISDN - 1999 - 2000

TeleStrategies: Understanding Telecommunications Billing -

2000

Telcordia Technologies: Access Service Tariff Overview - 2001

Global Knowledge: Introduction to Voice Over IP - 2001

Project Management Essentials - 2001

Hudson County Community College, North Bergen, NJ

Medical Terminology - Certification Awarded

Nurse's Aid/CNA - Certification Awarded

EKG Technician - Certification Awarded

Union Hill/Emerson High School, Union City, NJ

SKILLS

MicrosoftOffice-Word/Excel/PowerPoint/ Outlook

Express/Quicken & Quick Books, Omnia, Neustar, Access,

LEC/CLEC portals

Languages

Fluent Spanish and English

Contact this candidate