VoIP Implementation Manager
Resume:
M. NICOLE SAM
**********@*****.***
linkedin.com/in/m-nicole-sam
SUMMARY
Extensive experience in the Telecom Industry including VoIP, Local Service Delivery, Long Distance, Customer Service, and Sales Support. Energetically embraces challenges, pursuing win-win creative solutions for customers, employees, and company’s bottom line. Strategically collaborates to bridge technical and communication gaps, and maintains an earned reputation for operating an open, honest, encouraging, and empowering environment while maintaining high standards.
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PROFESSIONAL EXPERIENCE
Verizon Enterprise Solutions, Houston, TX. 2005-2016
VoIP Implementation Manager, 2009-2016
Promoted to manage the delivery of VoIP service and equipment by committed due dates, while maintaining relationships with customers, sales, technicians, and all Verizon internal productions groups.
•Advised customers and sales teams on all milestones, and provided status updates as needed, resulting in exceeding quarterly Intervals targets.
•Compiled customers order information for integrity and completeness, while achieving ISO(International Organization of Standardization) metrics.
•Established customer awareness of critical dates within the service delivery time frame via written and verbal communication, which contributed to exceeding quarterly target market Customer Due Date at (97%).
•Performed post implementation support, training, troubleshooting, and consultation on features for VoIP products and Web application based on customer needs, measurably improving customer satisfaction.
•Facilitated implementation/activation calls with techs for equipment installation and porting.
•Configured multiple features like auto attendants, hunt groups, shared, and multiple call appearances over the Verizon web interface and Broadsoft platform.
•Created formatted subscriber spreadsheets to design the sip phone profiles for VoIP registration, while detailing phone guidelines for CPE services.
M. NICOLE SAM/**********@*****.*** Page Two
Implementation Coordinator, 2005-2009
Processed VoIP orders, while adhering to standard procedures and company guidelines.
•Worked with IT regarding system issues to ensure orders were pushed to completion, significantly improving customer committed due dates.
•Maintained communication with VoIP Hierarchy to meet customer needs and deadlines.
•Executed UAT( User Acceptance Testing), ensuring system requirements were met.
NextiraOne, Houston, TX 2003-2005
Maintenance Sales Executive, 2003-2005
Managed Corporate Accounts, with a retention quota of 80%, while offering value added services for the customers to better manage their business.
•Negotiated contract terms to maximize customer savings, while maintaining the best profit margins for NextiraOne, exceeding sales quota.
•Researched customer system specification and inventory, in order to prepare proposals with competitive pricing, to meet customer needs and expectations.
•Integrated with various disciplines, such as Field Operations, Outside Sales, Contract Administration, and Legal Departments as required closing deals effectively.
PRIOR EXPERIENCE
El Paso Corporation
Business Analyst
MCI/Worldcom
Project Manager
Network Engineer
Account Manager
EDUCATION:
Bachelor of Science, Marketing
Southern University A & M College, Baton Rouge, LA.
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