Manager Customer Service

EXPERIENCE

Implementation Manager NetCarrier - Lansdale, PA 2016 - Current

•Manage a team of seven implementation specialists and implementation coordinators.

•Manage multiple telecom installation projects for small to medium businesses at a time.

•Interfaces with various sales and engineering departments to insure products and services were delivered on time.

•Rolled out a new PMP software tool.

•Tests and provides feedback to engineering on new software iterations.

•Provides weekly reporting up to the VPs and owner on my teams progress.

•Serves as an escalation point on all customer implementations.

Senior Solutions Engineer Conduit Global/kgb USA - Bethlehem, PA 2007 - 2016

•Architect and implement new products in support of the company’s largest customers.

•Managed multiple high level complex customer and internal projects simultaneously.

•Compose RFPs (Request for Proposals) responses for potential new business.

•Increased revenue by architecting and implementing cost reduction solutions such as SIP interconnection with the customer.

•Single point of contact for all technical correspondence with multiple large wireless carriers, multiple top cable companies and other fortune 500 companies.

•Generate and maintain detailed technical documentation.

•Travel globally to customer sites to supervise implementation of solutions I architected.

•Liaison both internally with the Global Technology Organization/the Business Unit and externally with the customers on all technical communications.

•Established and managed the NOCC to NOCC relationship between the Conduit Global GSOC, and multiple large wireless carriers, multiple top cable companies and other fortune 500 companies NOCCs.

Senior Technical Account Manager kgb USA - Bethlehem, PA 2002 - 2007

•Single point person Internal & external for primary point of contact for multiple large wireless carriers, multiple top cable companies and other fortune 500 companies.

•Championed my client's goals and interests internally.

•Mastered and maintained a vast knowledge of the customer’s business, competition and industry to aid in product development.

•Strong team representation and proper client expectations provided through regular two-way communication between the client and internal team.

•Generate reports on customer’s daily & monthly statistics to insure compliance with their contractual service level agreements.

•Researched and responded to customer complaints.

•Generated additional revenue by selling new products and/or enhancements with incremental charges to the customer.

•Coordinated with the project team in order to maintain a continuous knowledge of project status and identify potential issues and/or opportunities.

Human Resource Consultant Agere Systems - Allentown, PA 2001

•Conducted exit interviews with employees to gather data on attrition.

•Collected and recorded I-9 documentation.

•Submitted and tracked stock for my business unit on a monthly basis.

•Collected the ratings and completed the EOA analysis for BU’s Employee Performance Appraisal.

•Assisted employees by acting as a point of contact to resolve any problems they were experiencing.

•Developed and maintained a headcount for the Business Unit.

•Created and maintained Excel and PowerPoint presentations for important HR records.

•Worked with Oracle HR and PeopleSoft to manage employee records.

EDUCATION

Moravian College Bethlehem, PA - 2001

•Bachelor of Arts in Management with minors in Accounting and Sociology

•Graduated Summa Cum Laude

Studying towards obtaining my PMP

SKILLS

Telecommunications, Management, Account Management, Call Centers, Vendor Management, Process Improvement, Software Documentation, Project Management, CRM, Leadership, Team Leadership, Microsoft Office, Microsoft Project, Microsoft Visio, Outsourcing, Workforce Management, Customer Satisfaction, Quality Assurance, ACD, Customer Experience, VoIP, Data Center, Training, Customer Service, Sales, Analysis, New Business Development, Business Analysis, salesforce.com, Solution Selling, Mobile Devices,Troubleshooting, Strategy, Team Management, Avaya, SaaS, IVR, BPO, Product Management, Performance Management, Change Management, Integration

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