Service Delivery Call Center

CHERYL MACDOUGALL Canton, MA 781-***-**** ******.******@*****.***

SERVICE DELIVERY NOC OPERATIONS FINANCIAL OPERATIONS Dedicated, proven team player in Service Delivery Management and the oversight of a high volume 24x7 Network Operations Center, supervising Call Center resources and managing a staff of Field Engineers and Service Technicians. Highly skilled, professional Customer Success Specialist and Advocate, maintaining and assuring customer satisfaction and long-term customer relationships. Years of experience as a team player in Financial Operations, with expertise in Accounts Receivable, Collections, Procurement, and Contract Management. Time & Expense Management and preparing Union Reports.

Execute on company initiatives to align business goals with objectives and advance business strategies. Proactive support of cross-functional teams including Cloud Services, Unified Communications, Data Networking, Physical Security, Structured Cabling, and the Project Management Office.

Excel and adapt easily in changing, fast-paced environments, where swift decision-making and resolution is paramount.

PROFESSIONAL EXPERIENCE

FUTURE TECHNOLOGIES GROUP, LLC DBA NEW ERA TECHNOLOGY 2005 - 2023 New Era Technology is a global technology solutions provider with 4,500+ employees and 80+ offices worldwide. Partners include Cisco, Extreme Networks, Avaya Communications, Avigilon, HPE, Fortinet, Microsoft and many others.

SERVICE DELIVERY MANAGER – NETWORK OPERATIONS CENTER, QUINCY, MA

● Managed a high call volume, 24x7x365 Network Operations Center. Scheduled and supervised Call Center resources and support staff, developed procedures for all service functions.

● Coordinated the work flow of Field Engineers and Technicians to provide effective remote support and/or on-site customer support, ensuring full compliance with SLA Response Times.

● Provided superior Customer Service & Support, performing preliminary technical assessments of support calls, and facilitating the proper handling of all requests to ensure 100% customer satisfaction.

● Served as the second-level point of escalation for issue resolution and crisis management.

● Served as primary vendor contact for all warranty issues, claims, and RMAs.

● Reviewed all completed Service Orders, verified the accuracy of work scopes, billing rates, hours, and materials used, to ensure full and complete invoicing. Managed the close-out of all Service Orders.

● Coordinated and completed initiatives and projects in a very deadline-oriented environment.

● Supported all cross-functional teams including Sales, Finance, Engineering, Procurement, and the Project Management Office.

● Served as liaison to many Commonwealth of Massachusetts agencies and key player in supporting Statewide Contracts with the Commonwealth.

● Assisted in the roll-out of a complex software conversion from the existing Service Management & Billing platform to a new platform, helping to build the entire local information database. FINANCIAL OPERATIONS SUPPORT

● Prepared and facilitated the monthly invoicing process for a large customer base, including invoicing of all NOC Service Tickets, Project Work-In-Progress (WIP) invoicing, and all monthly invoicing for nearly 500 Recurring Maintenance & Dedicated Technician Agreements.

● Interfaced with all teams to ensure proper updates to Service Tickets, to close-out tickets promptly, and to complete proper and timely invoicing.

● Communicated regularly with customers regarding their accounts, PO issuance, contract renewals and preventive maintenance, invoice questions, and addressed all issues or corrections needed.

● Maintained accounting ledgers by verifying and posting account transactions.

● Monitored Accounts Receivable, made calls to collect payments from customers with overdue accounts.

● Coordinated the purchasing of equipment to support repairs of failed equipment and to support Move/Add/Change work and assisted with receiving and shipping orders.

● Responsible for completion of Local Union Reports.

● Collaborated with the Director of Finance and Executive Leadership to improve business processes and Service Delivery methodologies.

● Assisted in training of new employees on database systems. CALL CENTER REPRESENTATIVE

● Managed a high volume of daily inbound and outbound calls, assisting customers with service troubles, and facilitating equipment repairs to be performed by certified service technicians.

● Managed the procurement of equipment to replace customer failed or defective equipment.

● Maintenance and completion of work orders for a large customer base. EDUCATION

Mass Bay Community College, Wellesley, MA `

Certificate in Advanced Technology Laser/Fiber Optics Bay State Community College, Boston, MA

Associates Degree in Travel/Tourism Administration Mission High School, Boston, MA

Business Courses

OTHER SKILLS

● Proficient in Microsoft Office as well as internal database systems such as Quickbooks, Connectwise, Service Management Enterprise, and Paylocity.

● Dedicated and loyal team-player.

● Strong organizational and leadership skills.

● Motivated self-starter, who easily adapts to new protocols and changing environments.

● Ability to work under pressure and with a sense of urgency to deadlines.

● Ability to multi-task, prioritize, and effectively manage time.

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