Customer Care Service
Resume:
Hector Aponte
Houston, Texas 77057
********@*****.***
SUMMARY
Telecommunications professional with 14 years of diversified and progressive customer
support experience. A motivated performer with strong organizational skills and excellent
interpersonal capabilities to consistently resolve situations in a fast paced changing
environment. Expertise includes:
* Customer Service * Telecom Billing Specialist
* Project Management * General Management
EXPERIENCE
Tradewinds Contracting Services Brooklyn, NY
‘Customer Care Rep February 2012 Present
® First point of contact between customer and sales team.
® Review customer accounts for billing and products.
® Assist sales team on customer appointments to review products.
® Responsible for customer inquiries via email or phone.
Paetec Communications New York, NY
‘Senior Account Manager May 2009 -
August 2011
® Managed customer account portfolios in excess of Millions per annum.
* Facilitated weekly customer meetings to review account status, issues and risks.
® Reviewed escalated root analysis of troubled outages.
* Coordinated portfolio strategies to identify high impact clients.
* Generated sales of cross functional service solutions (i.e. Disaster Recovery) on customer
accounts.
Level (3) Communications New York, NY
‘Customer Care Project Manager’ April 2006 - December 2008
® Managed orders through installation process to ensure accurate, timely provisioning and delivery.
* Cooperated with sales engineer to validate the contents of the order.
* Consulted critical dates and installation status between operations, sales, and the customer.
® Managed customer requirements while providing project timelines and milestones.
® Responsible for Service Delivery, Order Verification, and MAC processing.
* Oversaw revenue and monthly forecasting for installation.
* Supported Mid Markets and Wholesale Markets for clients.
* Operated as liaison with provisioners, LEC coordinators, Engineering and technicians to
accomplish goals and meet targets.
* Organized and implemented customer requests as well as delegated special projects.
* Proficient with installing the following products: Data & Voice Products, DIA, Wavelength,
Private Line, NOE, SIP, PRI, TF's.
* Coordinated Line Number Ports (LNP) as well as ports from one switch to another on NPAC.
* Coordinated and scheduled the test phases for Hot Cuts, Activations, and triggered Ports for
orders.
Level (3) Communications New York, NY
‘Customer Account Consultant’ April 2005 - April 2006
® Managed all billing issues and performed invoice auditing to ensure billing accuracy.
* Responsible for sales and maintenance for 50 customers' accounts. Revenue base of over one
million a month.
* Managed telecom billing/order systems: Ixplus, Kenan Arbor, Prism.
® Managed contract renewals and re-rated all services on invoices.
Executed order entry systems and optimized provisioning applications through billing systems.
* Consulted Service Level Outage Agreement credit calculations.
® Rectified all customer billing disputes and trouble maintenance tickets.
Broadwing Communications New York, NY
‘Support Consultant/Billing Analyst’ June 2002 - April 2005
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