Customer Service Business Development
Resume:
Chrystal A. Williams, MBA
Collinsville, OK 74021
*****************@*****.***
OBJECTIVE
No matter the type of service or industry, the best business development managers share a multitude of common traits. Their role sits at the intersection of operations, product, marketing and finance, with close collaboration required to ensure that the business development offering is optimized. Accordingly, my 22 years of customer service, operations, sales support, technical/engineering, finance and project management experience within the tech industry have uniquely positioned me for this role within your organization.
EXPERIENCE
Zayo Group - Service Delivery
2021-2022
Service Delivery Project Manager
The Service Delivery PM is the primary liaison between the company’s internal field, engineering teams and an end customer for a particular service installation. The position requires heavy levels of internal and customer-facing communication. The primary objectives are:
-providing excellent customer service and working with internal and external stakeholders to ensure on-time delivery in accordance with customer and company expectations.
-Drive local market operation PMs for the timely delivery of key elements of project implementation, including network designs (by Fiber/Optical/IP Engineering), equipment, building authorizations, internal financial transactions and third-party leases.
-Set departmental objectives and report on progress and project milestones.
-Handle and resolve customer problems that have been escalated to management.
-Produce various reports for project implementation and customer service management.
-Organize and coordinate all internal organizations for the timely and accurate implementation of large, complex projects.
-Interface directly with customers to communicate implementation schedule, on-going project status, issues, and responses to questions. The communication medium being face-to-face meetings, e-mail, and/or conference calls at regularly scheduled intervals.
-Provide post-installation support services, trouble resolution and new service proposals.
Skills: Project Management, customer satisfaction, analytical skills, account management, business development, logistics management and Agile Methodologies
Software used during the course of this position: Google Sheets, Docs, Drive, Microsoft Office, Salesforce
Verizon - Service Assurance
2019-2020
Service Assurance Manager
Customer Escalations:
This role requires customer-facing and internal management of 6th-level escalations for former XO network (MPLS FIber, etc.) and VzB (IPVPN, ertc.) outages on former XO ckts, as well as conducting of required budget and service reviews of maintenance and repair activities, related to customer circuits.
-On-call and shift duty manager scheduled as needed, as well as engagement of close interaction with customers.
CenturyLink - Formerly Level (3) Communications - Global Carrier Channel / Inside Sales Support
2010-2019
Project Manager, Customer Care
Customer Service: Responsible for acting as point of contact for a group of assigned customer accounts for circuit installs across multiple product types (Dark Fiber, IP, VoIP, IPVPN/MPLS, WAVE, HSIP, DIA, Voice Complete-DAL, etc.), which typically have a medium to large revenue scope or have moderate to high complex product needs.
●Top revenue converter and 3-time gold medal winner for wholesale channel - CCM Service Delivery Games 2010, 2012, 2013.
●Manages any interactions from the customer order through circuit inventory, to billing to ensure highest levels of customer satisfaction. *Proactively manages the customer's service needs to ensure the highest levels of customer satisfaction and that their expectations are met. *Promotes revenue growth, retention, and overall customer satisfaction.
-Project Implementation manager
-Managed budget and forecasting on a daily basis.
-Managed project teams effectively while updating stakeholders, including management.
-Ensured all project timelines were met on or ahead of schedule.
-Served as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities.
*Actively manages all personnel and service activation elements of customer orders from order entry through service "turn up." *Communicates order status in a timely manner to customers via conference call, emails and phone calls. Issues LOA/CFAs, and other documentation to customers for applicable vendor cross-connects at various data centers across the world. *Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition.
*Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer's services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.
*Owns and creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. Delivers project status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings.
*Collaborates with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Coordinates training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal.
*Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring factory supportability and solutions definitions.
Software used during the course of this position: Siebel, Pipeline, EON (Former Global Crossing), OMC, Swift (Former Time Warner Telecom), BPM Portal, Level 3 MyPortal, Clarify, Ops Console, PRO, KIA, POPSWE, MS Office: Excel, Outlook, Word, etc.
Level (3) Communications-Content Delivery Network (CDN) Operations
2009-2010
CDN (TSC) Ops Engineer
Responsible for customer support to facilitate maintaining and growing Level 3's Global Content Delivery Network offering – Problem Solving & Process Improvement
Specific Duties:
• Operate, maintain and monitor CDN services, including Caching, Streaming and Origin Storage, as well as teach classes to department members on these subjects.
• Resolve complex application and network problems on the Level 3 CDN Network.
• Proactively address all customer technical issues reported to the CDN Technical Service Center and meet Service Level agreements.
• Modify customer configurations based on MACD requests.
• Perform troubleshooting on master and edge servers as a result of RFM alerts and/or customer performance complaints.
• Present monthly customer configuration reviews to the CDN Support team.
Software used during the course of this position: Unix, Clarify/OpsConsole, EON, OpsDB, Media Portal (Admin), CDNC and all Microsoft Office products.
United States Navy (Reserve)
2002-2018
Officer-in-Charge (CO)
OIC/Commanding Officer for a 35-person Naval Mobile Construction Battalion detachment, NMCB28, BRAVO Company, assigned to Navy and Marine Corps Operational Support Center Tulsa – OSU. Formerly assigned to U.S. Pacific Command, Detachment 101.
• In command of all unit activities and personnel. As a 3105 commissioned Logistics/Supply Corps Officer, I am also responsible for supply chain management, expeditionary logistics, inventory control and inventory planning, quality assurance, disbursement, financial management, contracting, information systems, operations analysis, material & operational logistics and physical distribution.
-USPACOM DET 101, Managed member activities, projects and operations, and especially, personnel within the J1, J3 and J5 directorates
• Ensure compliance with standing orders and regulations.
• Perform mid-term career counseling, mentoring and evaluations of and for junior sailors to facilitate individual advancement and retention of those reporting up to me, as well as fostering teamwork and commitment from my direct reports, as well as those subordinate to them.
• USPACOM DET 101, Former duties as Command Fitness Leader included weigh-ins and BCA measurements for 50-member unit, as well as proctoring both the Fall and Spring Physical Fitness Assessments for the entire Operational Support Center (323 personnel), and finally, entry of member scores and medical waiver information within the PRIMS software database. Coaching, mentoring and organizational efforts resulted in a 99.95% pass rate for 70-member unit during last Physical Fitness Assessment cycle.
• Setting up and teaching to 30-40 personnel with live general military and fitness and nutrition awareness training presentations.
• Rendering funeral honors for fallen veterans.
• Qualified in small arms.
• Currently hold DoD security clearance.
Awards and Recognition:
• Navy & Marine Corps Achievement Medal – October 2008
• Awarded Letter of Commendation by Commander, United States Pacific Command for outstanding performance while acting as Administrative Chief, Joint Logistics Operations Center – July 2008.
• Joint Meritorious Unit Commendation - 2007.
• Two-time Junior Sailor of the Quarter winner for NOSC Tulsa - 2006 & 2008.
• Global War on Terrorism Service Medal - 2006.
• Navy Reserve Meritorious Service Medal – 2005 & 2008.
• Letter of Commendation from unit Commanding Officer - May of 2005.
Software used: PRIMS, NMCI, BUPERS, NKO, Navy Reserve Online, as well as all Microsoft Office Software.
L-3 Communications Aeromet, Inc.
2008-2009
Program Planning & Cost Control Analyst/Project Manager - Program Controls
Responsible for preparing integrated project inventory schedules, coordinating logistics and work activities of more than 20 project team members, progressing schedules and assisting in identification and resolution of scheduling conflicts.
• Responsible for providing Earned Value Management (EVMS) reporting and mission variance analysis to 100% accuracy.
• Planning, development and control of associated project documentation, as well as providing classes in how to build a project schedule effectively.
• Providing change and problem management.
• Reporting project progress up Program Manager and Site Manager.
• Participation in multiple projects in a planning/scheduling/project management capacity during the full project life-cycle, from business development to project completion.
• Design work breakdown structures and formulate methods for allocating project performance and measurement of progress.
• With contracts, accounting and pricing personnel, manage Performance Measurement Baselines (PMB’s), budget, incorporate actual cost for work performed and provide accurate estimates at completion.
• Estimate company resource requirements, measure resource utilization, and schedule resources to accomplish project objectives effectively.
Software used during the course of this position: Microsoft Project, Excel and Word, as well as Access, SAP, MPM.
Level (3) Communications-Vyvx Services, 2006-2008
Provisioner/Project Manager – Carrier and LEC/ILEC Relations Manager
Responsible for planning and provisioning TV-1, DS3 & 270 circuits, to include gathering details of broadcast requirements, organizing resources, and developing schedules for completion.
Specific Duties:
• Procurement of broadcast fiber optic circuits, to include pricing inquiries for broadcast video services, as well as enforcement/ordering of firm orders for video local access.
• Responsible for coordinating on-site installation and testing with technicians at various points-of-presence nation-wide on behalf of most major television broadcasters/networks worldwide (i.e. CNN, ABC, ESPN, EchoStar, DirecTV, etc.).
• Vyvx Services Point-of-Presence Manager for all of Verizon’s Northeastern regions.
• Interface with Sales, Customer Project Managers and Engineers from project beginning to project completion.
• Circuit ID and direction input within various sets of routing software, as well as circuit cost/accounts payable and receivable entry within VBUS software database.
• Site Administrator for the Sharepoint Intranet site, to include document and link management, as well as creation and maintenance of various departmental Wiki quick-reference pages.
• Departmental Discrepancy Ticket Coordinator, to include troubleshooting, monthly closeout and issuance or denial of credits.
• Responsible for vendor relations, as well as internal maintenance of switch utilization charts in and management of the Pittsburgh, Philadelphia, Newark, DC, Baltimore, Virginia Beach, Hartford and New York regions.
• Responsible for interfacing with engineering, sales, marketing and technical operations center for managing installation of new TV-1, DS3 and 270Mbps (HDTV) circuits.
Awards and Recognition:
Received a commendation from Senior Vice President of Customer Operations for managing a broadcast circuit installation that was initially in jeopardy through to completion a full month ahead of schedule.
• Recognized for managing a fiber conduit build in Washington, DC through secondary channels after vendor refusal for completion.
• As a team member of Vyvx Services, received a Technical Emmy for provisioning a fully-redundant, self-contained HD product that was rolled out at all the major sporting venues around the country.
Required to be on-call several times per month for after-hours circuit and venue phone issues, as well as billing and technical problems.
Software used during the course of this position: All Microsoft Office products, VBUS (Vyvx Business System), SAM (Space Asset Management), Oracle, Citrix, ASR Exchange, Brio, Siebel and Sharepoint.
Level (3) Communications-Vyvx Services (Formerly WilTel Communications)
2000-2006
Customer Care Supervisor - Senior Video Services Coordinator
Supervised 11-15 employees, as well as daily operations within the fast-paced customer call-center environment of the Vyvx Video Services department. Winner, MPEG compressed video sales contest - VSC 2004/5
●Maintained customer and carrier relations as the first level of escalation in a fast-paced, customer-facing environment.
• Resolved customer complaints in a timely manner.
• Responsible for managing discrepancy/quality assurance reports and acting as a liaison with hub vendors and with cross-functional teams (i.e. Operations, Marketing, Accounting, etc.).
•Responsible for Developing, documenting and implementing Video Services process improvements.
• Responsible for coordination of and troubleshooting for broadcast television transmission news and sports services for all major television networks using satellite, fiber optics and teleport facilities via various forms of asset management software.
• Required to interface with various departments, including Sales, Marketing, Accounting, Technical Operations, Engineering, etc.
• Responsible for managing various call queues to ensure adequate coverage during high call-volume periods.
• Trained and mentored coordinators to ensure service goals are not only met, but exceeded.
• Tracked and evaluated employee performance using Symposium ACD software reporting via Brio queries.
●Awards and Recognition:
• Individually achieved record-setting 4-year 100% broadcast fiber reservation accuracy, from 2001 to 2005.
• Received an ACCE Award (Achieving Customer Commitment Excellence) during Second Quarter, 2001 for completing a dedicated customer’s project on-time after Engineering had scrapped it due to technical issues.
• Received the Vyvx Broadband Above and Beyond Award in fall, 2001 for outstanding customer and technical service on and immediately following 9-11.
• Awarded a Certificate of Appreciation for extra efforts and outstanding customer service during the Blackout of 2003.
Required to be on-call after hours and weekends as departmental supervisor in case of issues, outages or emergencies.
Software used: Symposium, VBUS, SAM, Siebel, PeopleSoft and all Microsoft Office Suite applications, to include Excel and Access.
EDUCATION
Baker College, Master of Business Administration (MBA), Spring, 2005
With Honors (Magna Cum Laude)
Business
The University of Tulsa, Bachelor of Arts (BA), Spring, 1998
Communications
Rogers State University, Associate of Arts (AA), Spring, 1995
Liberal Arts/Broadcasting
AWARDS/CERTIFICATES EARNED
-Project Management Institute Mile Hi Chapter: Certificate of Completion: PMP Exam Prep Course, May, 2013, Code: C016PMPNOV13; PMP (Project Management Professional) exam pending.
-Level 3 Preparing for Lean Six Sigma training via US NAVSEA (green belt)
-Level 3 - Two-time Service Delivery Summer Games Gold Medal winner: July/August, 2012
-WilTel Communications: ACCE Award winner (Achieving Customer Commitment Excellence) – Second Quarter, 2001
-WilTel Communications: Vyvx Broadband Media Above and Beyond Award – For customer service excellence during and immediately following September 11th, 2001
-WilTel Communications: Certificate of Appreciation – For work surrounding the Blackout of 2003
-WilTel Communications: Certificate of Appreciation – In recognition of five years of service – February, 2005
-Mindleaders: Microsoft Project: Advanced Techniques
-Control Account Manager (CAM) Qualified – Earned Value – Defense Acquisition University
-The Persimmon Group: Surviving Project Management: The Fundamentals of Managing Projects - PMI Course ID: PMF-120, PDUs: 21
-Navy & Marine Corps Operational Support Center Tulsa/US Pacific Command Det 111: CO Letter of Commendation, May, 2005
-Navy Leading Petty Officer Leadership Course, 2006
-Navy Work Center Supervisor Leadership Course, 2005
-Navy Officer Training Command – DCO Leadership Course, 2009
-Naval Operational Support Center Tulsa, Two-time Selected Reserve Sailor of the Quarter, First Quarter, 2006 & 2008
-Level 3 University - Streaming 1004/1005
-Level 3 University - Basic Linux, Linux Filesystem Management & File Sharing, Linux Troubleshooting/Managing
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