Customer Service Manager

Herb Canada

**** * ****** **. *********, CO ***** 303-***-**** ******@*****.***

Summary of Qualifications

** ***** ************ ** *** telecommunications industry, working with business and residential customers to resolve complex billing issues. Highly motivated manager with a strong background knowledge of systems, process, order entry, porting and billing systems. Strong technical understanding with a robust skill set to analyze and resolve complex customer problems. Motivated experienced leader with the ability to inspire others to a high level of achievement.

Global Cloud Xchange – Denver, CO.

Service Delivery Manager 2014 to 2016

Prioritize and coordinate multi-site projects based on customer demands and when facilities arrive in place.

Scrub orders once created to ensure all items and service billed correctly and appropriate supporting documents attached.

Work directly with Procurement group to order and ship equipment needed for cut/installation.

Contact customers and vendors during various stages and work with Activation Center to turn up customer and assure satisfaction after cut.

Work with operations and provisioning to confirm circuit and cross connect deliveries.

Level 3 Communications – Broomfield, CO.

Project Coordinator 2011 to 2013

•Actively manage all service activation elements of customer orders from order entry through service handover.

•Function as a customer order lead and supervise the work of cross-functional personnel on assigned orders.

•Project manage incremental orders of complex scope to ensure goals and objectives are accomplished within prescribed business requirements and time frames.

•Oversee outside plant, procurement and logistics activities associated to orders and how these relate to the customer required installation dates.

XO Communications – Denver, CO. 2007 to 2011

Project Coordinator

Responsible for coordinating large business installs of circuits with customer and their vendors.

Worked with local exchange carriers to ensure circuit delivery of voice and data services as promised.

Worked with various departments including sales, order verification, design, LNP, to ensure timelines were met.

Provided exceptional customer service support.

Consistently in top 10% of departments metrics and goals.

Herb Canada ******@*****.*** Page 2

Qwest - Denver, CO. 1999 to 2007

Sr Customer Service Rep.

Responsible for resolving complex wireless billing errors

Resolve wireless fallout and ensure customer is being billed for services rendered

Issue all service order types and investigate accounts to establish billing for wireless services.

Responsible for training new employees in the Wireless business unit

Participated and assisted in peer to peer training. Process improved performance of peers and increased overall employee skills

Resolving escalations on behalf of senior leadership.

Increased production and efficiencies on Eastern cris errors, reducing headcount .

USWEST- Denver, CO. 1997 to 1999

Service Order Administrator

Responsible for service order correction in all three regions for resold Residential and Business accounts.

Supervised porting cuts, telephone numbers from the USWEST network to the MCI WORLDCOM network through an open bridge.

Escalation manager in charge of MCI WORLDCOM. escalations

Facilitated weekly conference calls with MCI WORLDCOM to resolve issues they had with the Interconnect

USWEST - Denver, CO. 1992 to 1997

Telemarketing Sales Support

Accountable for order accuracy for the entire business unit.

Responsible for Quality Assurance customer service rating.

Typing Service Orders, to add services to Residential and Business accounts.

Held responsible for all ‘Hot Box’ Escalations.

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