Service Delivery Customer

Michelle Abbruzzese Service Delivery Management

Freehold, NJ *************@*****.*** 347-***-**** Accomplished professional with a proven track record in efficient order commitment, vendor coordination, and seamless service delivery. Exceptional at managing daily workload, providing customer support, and ensuring effective communication. Adept in logistics, project reporting, and collaboration. Seeking a dynamic role to leverage material liaison skills between cross-functional departments including Purchasing, Engineering, Warehousing, and Installation. Relevant Expertise

Inventory Management

Customer Service

Logistics Management

Material Liaison

Order Commitment

Project Communication

Vendor Coordination

Material Logistics

Data Management

CAREER HISTORY

Spectrotel – Neptune, NJ July 2022 – October 2023

Service Delivery Coordinator – Access

Ensured efficient order commitment, vendor coordination, and enhanced service delivery. Utilized workload management, prioritization, and effective communication skills to support business process efficiencies.

• Ensured swift Order Commitment turnaround, coordinated vendor activities, and facilitated project status communication for seamless circuit installations, enhancing overall service delivery.

• Provided technical details necessary for ordered service completion by reviewing new sales orders and conducting client interviews where needed.

• Managed daily workload through efficient prioritization and communication strategies.

• Drove internal and external escalations, serving as a liaison for customer and carrier orders, while collaborating with peer organizations for seamless service delivery.

• Ensured timely communication with customers, vendors, sales, and peer organizations for effective coordination.

• Communicated order status effectively and organized large project installations with accuracy. CBM of America – Edison, NJ May 2011 – July 2022

Service Delivery Operations Logistics Specialist

Coordinated with vendors, provided logistics support, and ensured timely material delivery for project installations. Excelled in project reporting and data management, generating financial reports and streamlining operational tasks. Fostered interdepartmental communication and achieved productivity targets.

• Material Logistics: Communicated with vendors, provided logistics coordination to project managers, tracked material delivery schedules to ensure installation completion, and coordinated billable / non-billable tracking.

• Project Information: Accepted and created projects in various customer and internal databases, submitted quotes to customer databases, updated CBM systems with FPQ financial data, and tracked expenses.

• Project Reporting & Data Management: Generated regular and ad hoc financial activity reports including EoM invoicing reports, installation invoiced monthly reports, billable and non-billable ECN reports, & invoices exceeding 90 days; performed, organized, and streamlined operational tasks to reduce potential errors.

• Fostered ongoing interdepartmental communication and cultivated an environment of continual improvement.

• Sustained regular communication with management, staff, and vendors to uphold optimal organizational operations.

• Achieved productivity targets, reduced cost per unit, eliminated errors, and delivered excellent customer service by conducting data collection to update operations metrics.

• Showcased expert administrative and managerial skills including multitasking, collaboration, organization, communication, and computer skills.

Westcom Corp. March 2006 – June 2007

Installation Coordinator

Managed all customer orders in the system, from creation to installation completion, ensuring customer satisfaction. Communicated proactively with customers and vendors to ensure smooth installation processes and resolve any issues preventing orders from being successfully completed.

• Ensured seamless service operation and provided regular updates to customers and sales by addressing queries during installations, coordinating moves onto Westcom network, and managing orders until turn-up date.

• Liaised with local carriers (e.g., MCI, Verizon, Bell Canada), issued change orders for circuit migration projects, and supported Global Migrations Team initiatives, updating systems with detailed order information.

• Demonstrated effective telephone assessments, emphasizing listening, problem solving, and coaching skills while maintaining a consistently high level of professionalism. MetTel – New York, NY October 2002 – September 2005 Agent Care Representative

Provided additional consumer care, coordinated with customer accounts, and organized customer orders. Acted as a liaison for dispatch coordination and on-site services, ensuring efficient issue resolution.

• Assisted Alternate Channel Managers in all aspects of consumer care, coordinating interactions between customer care and accounts, and organizing customer movement orders with feature adjustments.

• Resolved technical complications and managed billing disputes by providing constant communication with customers and agents.

• Acted as liaison between technicians and CLEC’s to ensure proper dispatch distribution.

• Dispatched on-site services calls, coordinating with customer vendors and field technicians for efficient resolution of technical issues.

Additional Experience

Customer Service Analyst AT&T Local Services – Staten Island, NY

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