Customer Service Manager

Executive Summary

Experienced professional with several areas of experience, including Financial Service Management, Senior Telecom Analyst, Account Relations Manager, Implementation Engineering, Provisioning Support, and Account Support. Extensive experience in technical services and customer support. Manage collaboration with cross-functional departments and stakeholders to accelerate turnaround of customers needs. Adept at tracking meticulous detail in challenging projects despite demands of fast-paced and deadline-driven work environments. Routinely exceed expectations through creative problem-solving and exceptional time management abilities. Able to merge customer and user needs with business requirements, budgetary restrictions and logistical considerations to meet project deliverables.

Core Qualifications

Implementation Planning

Quality Controls

Financial Services

Enterprise Implementations

Team Building & Leadership

Document Management

Requirements Definition & Analysis

Risk Management

Regulatory Compliance

Change Management

Experience

VERIZON BUSINESS SEPTEMBER 2008 – DECEMBER 2015

Financial Service Management (Government/Education)

Support and manage Local and Data services for AOPC - Administrative Offices of Pennsylvania Court account which contains 9 entities - Superior Court, Supreme Court, DBoard, Commonwealth Court, MDJS, Common Pleas, PJC, AOPC main and PACLE.

Monitor and Track customer bills on a monthly bases with revenue of 300k-500k/month

Manage Pending/Status/Backlog reports on a daily basis

Customer Satisfaction/Service, knowledgeable of customer business

Attending bi-weekly customer site meetings

Manage and resolve billing issues, verify billing information for accuracy for all Courts

Manage SingleView billing and input data manually for AOPC network services (PIP service, DSL, IDA, Ethernet and OC3)

Manage VEC – Verizon Enterprise Center for AOPC employees for access to system

Manage Monthly SLA credits through FACT

CITIGROUP NOVEMBER 2002-SEPTEMBER 2008

Senior Telecom Analyst

Managed 533 CitiFinancial branches in the Northeast and Northwest Region

Managed Web-based systems Maestro, AOS, Branch Telecom and Service Desk

Collaborate with District Manager, Branch Manager on all telecommunication issues

Update branches accounts as requested (i.e. place orders and resolve billing issues)

Trained new hires on CitiFinancial Systems

Project Managed all projects implemented with the Service organization

Managed Branches Pending/Status/Backlog reports on a daily basis

Troubleshoot Branch equipment and service issues

Voice and Data provisioning

Worked on MPLS/VOIP project

MCI WORLDCOM SEPTEMBER 1998 – JUNE 2002

Implementation Engineer Sept 1998-March 2000

Assist the sales team with developing sales proposals

Understand the basic contents of a customer's service record

Schedule and attend quarterly/monthly customer site visits

Provide customer service to the client in terms of service installation

Participate in installations and cutovers of service as required

Responsible for transitioning the account to the appropriate segment/support center

Manage trouble shooting issues to completion

Accounts Relations Manager March 2000-June 2002

Monitor and Track customer orders with monthly revenue of 300k-500k/month

Manage pending, status, backlog reports on a daily basis

Ensure all projects implemented with the Sales and Service organization

Verify order accuracy

Maintain and order adequate DS0, DS1, DS3, OC3, OC12, OC48 and Frame Relay

Manage billing Issues, check billing information for accuracy

Responsible for transitioning the account to the appropriate segment/support center Work with operation to make sure circuits are tested from WorldCom pop to customer premise

Trained new hires on WorldCom products and services

Certifications

IT Infrastructure Library (ITIL) v3 Foundations Certificate in IT Service Management, 2010

ITIL Intermediate CSI, SOA, RCV, OSA and PPO

Education

BS in Business Management – Morgan State University - Baltimore MD

Software Proficiency

Microsoft Office. Verizon software tools NETPRO, COMS, OCIS, NETCOM, MECCA, F&E, TCOM, and PVON. CitiFinancial software tools AOS, Branch Telecom, Reveal, Billing Edge, AT&T Billing Direct and Verizon Online System (Portal), VEC, Single.View, contract viewer, FACT.

Honors/Awards

Achievers Award Stellar Award

Quality Star Award Customer Appreciation Award

Annual Perfect Attendance Award Way to Go Award (2yrs)

Monthly Sales Quota Award ARM of the quarter 2001

Legend Award 2nd quarter 1999 CitiFinancial Champion Award

Verizon Customer Service Award 2013

Organization Affiliated

Delta Sigma Theta

Red Mill Elementary PTO Treasurer

References

Available Upon Request

Contact this candidate