Carol Pierre

Telecom Provisioning Summary

adnar5@r.postjobfree.com • 678-***-****

linkedin.com/in/carol-bailey-pierre-78338332 • Atlanta, GA, 30039

Summary

Detail-oriented professional with proficiency in executing multiple tasks and invoicing customers with focus on delivering excellent service, prioritize tasks, and comply with stringent timeframes. Recognized for identifying and mitigating issues, enhancing customer satisfaction rate, and driving operational improvements, that led to cost savings and profitability growth. Broad success and knowledge in provisioning, ASR’s ordering voice/data circuits, and technical troubleshooting. Exceptional attention to detail, problem-solving, communication, analytical, and organizational skills; leveraged for leading and guiding teams to accomplish business-critical tasks and deliver outstanding customer service.

Skills

Microsoft Office, JDSU Support System (Acterna), ICOMS, Verizon CSG Portal, AT&T Business Direct Portal, Virtual Front Office, Ticketing Systems (Remedy, ServiceNow), AS400, Accounting, Granite (XNG), Workforce Logiq, Neustar Portal, Oracle Financial, Oracle Billing (Netsuites) OBIEE, CCI IProcurement Receiver, Project Management, Inventory & Order Management, Slack, SQL Basic, Salesforce, Database &, Ticket Management, TaSC

Career Experience

Cox Communications, Atlanta, GA 10/2002 –08/2020

Network Provisioner/ Implementation Engineer III

• Designed, managed and coordinated Access Service Requests (ASR’s) for switched and special access services to include voice, data, private lines, DS1’s, DS3’s and SS7 to maintain the network via ordering systems such as CSG, QWEST/QORA, and Virtual Front Office (VFO)

• Coordinated multiple groom projects for DS0 and DS1 circuits to improve costs, revenue, and network performance.

• Coordinated with internal departments, IXCs, LECs, CLECs and other carriers to ensure accurate implementation of network activity and customers ASRs (Access Service Requests).

• Maintained accurate equipment, facilities, and circuit inventory database to ensure the creation of accurate CLR for all circuits and trunk groups.

• Facilitated, organized, and scheduled customer activation in alliance with Field-Ops, engineers and the LEC to close out tickets once orders were completed, updated all parties with firm order confirmation (FOC) and design layout record (DLR) information.

• Administered customer expectations and activities, monitored as well as escalated provisioning milestones.

• Managed timeframes with various departments, scheduled test/turn-up, and collaborated with collocation providers to lead facility rolls, cross connects, installs, and disconnects.

• Scheduled service cut overs and engaged directly with vendors and customers to ensure delivery of exceptional service. •Updated granite database for recording documentation, tracking/identifying circuits with potential to disconnect for savings revenue.

•Maintained each system and task with associated circuit information to support troubleshooting issues with internal network operation center.

• Maintained excel spreadsheet to track order activity and installation schedules; delivered sheet to field techs on weekly basis.

• Surpassed network optimization goals by proactively searching for savings that resulted in over $500K surplus in a month.

• Located over $30K of monthly recurring charges being paid for disconnected or cancelled service that were still being billed.

• Ensured orders were implemented and generating revenue within established time frames; met expedited customer timelines by maintaining constant communication internally and with other telecom companies.

• Maintained and managed Granite Inventory aggregate, circuit paths, segments & element for network circuit design.

Additional Experience

KMC Telecom- Lawrenceville, GA 11/2001-10/01/2002

Billing Analyst

• Specialized in facility billing, performed, researched, and created reports to help identify delinquent client accounts.

• Audited bills from bell south, checking to ensure KMC was not being overcharged.

• Disputed finance and miscellaneous charges sent the bills to accounting showing the amounts to be paid and the account number to credit.

• Made sure the bills were paid in a timely manner to prevent any late charges or disconnect of the service.

• Showed proven ability to work under short deadlines.

• Developed a tracking system spreadsheet to keep running total of usage and amounts of monthly bills, as well as archiving invoices and reports.

• Communicated with credit collections, customer service and operations department members to assist with and remedy billing issues.

• Followed all company procedures and kept data confidential.

Sprint Long Distance. Atlanta, GA 05/2000-10/2001

Analyst Tech I

• Escalated orders with local Telco’s for the installation of new Sprint services to ensure proper circuit component and provisioning layout.

• Provided analytical assistance by independently creating and generating standard and ad hoc reports, analyzing non-complex data to assist internal and external customers, senior analyst and/or management in business decision making.

Intermedia Communications - Monroe, LA 05/1995-04/2000

Provisioning Coordinator/Billing Analyst

• Initiated and processed Access Service Requests orders for Switched and Special access services to include voice, data, private lines, DS1’s, DS3’s SS7 and Frame Relay using the Exact/PC-BDS Telis system.

• Provided vendor required information when due, to facilitate efficient circuit turn-up and responded to the Bell and Independent Companies within a timely manner with required information concerning Equal Access conversions and creations of new Tandems to prevent any service interruption to customers.

• Audited bills from different Bell and Independent companies, checked to ensure Intermedia was not being overcharged.

• Disputed finance and miscellaneous charges sent the bills to accounting showing the amount to be paid and which account to credit.

• Monitored long distance call usage of new and historical Intermedia customers with the goal to reduce fraud, bad debt and unauthorized usage.

Education

Associate of Technology: Information Technology

Louisiana Technical College, Bastrop, LA

Contact this candidate