Customer Support Service

Peggy Spence Fry

**** *. *** ***** ***, Tulsa, OK 74135

Telecommunications, Customer Support

918-***-****, *******@*****.***

Summary

Experienced professional in the telecommunications industry for Sales and support. Experienced in Inside Sales, Customer Support, contract negotiation, pricing, and resolution of provisioning and billing issues. Always willing to learn something new to enhance my understanding of the industry. Knowledgeable about Managed Services, Internet, SIP Trunking, Voice products, Private Line, Colocation, MPLS, Security and Unified Communications.

Experience

Ingredion, Inc., Customer Support Associate (Contractor), 2021 – 2022

Dave Bryant Agency & Am. Income Life, Insurance Agent and CSR, 2021-2022

Level 3/CenturyLink, Inside Sales Account Manager, Inside Sales, 2008 – 2020

Extensive customer contact. Provided robust customer support, set up profitable pricing, troubleshot provisioning and billing issues. Negotiated contract renewals and sold additional services. Multitasked multiple projects simultaneously, tracking order issues and status, resolved network build issues for new and legacy networks. Leveraged in-depth knowledge of Managed Services, Internet, SIP Trunking, Voice products, Private Line, Ethernet, Colocation, MPLS, Security and unified communications from multiple legacy networks to ensure smooth operations. Mentored order entry process knowledge of coworkers from CenturyLink and new employees in Inside Sales.

Staf*Tek Services, Manager New Business Development, 2008

Expanded business operations by survey and contact with previous customers to determine satisfaction level and analyze need for new personnel. Enhanced customer base by communicating with new customers, delivering company information and cards, and capturing new business via email and social media.

Verizon Partner Solutions, Inside Sales Account Manager 2003 – 2007

Worked with assigned Wholesale accounts. Sold new service as needed, served as day to day contact for them, quoted additional and expanded service and contract renewals. Spearheaded repair issues with the NOC and solutions to billing issues. Strengthen relationships with accounts, and turn them into satisfied customers whenever possible.

US Cellular, Customer Service Retention Department, 2002- 2003

Retained customers who wanted to leave from US Cellular's wireless business. Used tools to resolve billing and equipment problems, issue credits when needed and if customer still chose to leave process the disconnect smoothly so as to leave the customer with a positive feeling about the company.

WorldCom MCI, Product Development, 1996 – 2002

Product/Project Manager, taking projects from conception through release and life cycle. Led development teams in getting product requirements, writing project goals. Maintained project scope, assisted in user testing, scheduled product rollout and training, led training where needed, wrote release documentation and owned products throughout life cycle. Initiated further development if needed. Emphasis moved from products to development of a particular billing system. Led first end to end integration of WorldCom and MCI order entry/processing integration effort.

WilTel (Later LDDS WorldCom), Inside Sales Customer Service, 1993 - 1996

Responsible for over 50 dedicated accounts. Handled all day-to-day business, pricing, provisioning, contract questions, etc. Learned the telecom industry and how to navigate internal company systems.

Education

Bachelor of Fine Arts, University of Tulsa

Professional Associations: The University of Tulsa Alumni Association, Tulsa Telecom Professionals, WilTel Communications Alumni Group

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