Business Development and Operations Professional
Resume:
FREDERICK
MICLAT
CONTACT
Chula Vista, CA *****
*********@*****.***
SKILLS
• Time management
• Documentation and reporting
• Decision-making
• Data research and validation
• Information gathering
• Project management
• Tableau software
• Account reconciliation
• Analytical problem solving
• Database management
PROFESSIONAL SUMMARY
I have a strong background in solving complex account issues, communicating effectively with customers, and maintaining high account satisfaction scores. Additionally, I possess knowledge of data and voice networking fundamentals and am familiar with ITIL standards.
EXPERIENCE
Analyst Account Svcs, 02/2024 - 11/2025
Verizon Connect
Sr. Implementation Specialist, 06/2018 - 02/2025
Verizon Connect
Manage telematics implementation projects.
• Organize daily meetings for the responsible parties to prioritize and mitigate disruptions and delays in the course of the implementation process.
• Support Order Management Group, fulfillment, engineers, and suppliers by ensuring requested information on orders are completed on time.
• Mitigate implementation disruptions by monitoring vendor engagement, hardware irregularities and escalating risks to stakeholders.
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Client and Sales Support: Partnering with sales teams to support revenue growth, managing customer relationships, and addressing client concerns, including presenting new services and reviewing initial invoices.
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Reporting and Analysis: Assembling and analyzing key reports for service level management and conducting audits to ensure the accuracy of client invoices.
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Problem Resolution: Working with internal teams, including project management, to resolve order issues and ensure the successful delivery of fleet management services.
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Account Growth and Retention: Helping manage and grow the existing customer base, meeting renewal targets, and identifying opportunities to upsell and cross-sell products.
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Strong background in solving complex account issues, communicating effectively with customers, and maintaining high account satisfaction scores.
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Serving as the first point of contact post-sale, ensuring the value proposition of Verizon Connect is delivered by aligning expectations and creating a comprehensive onboarding plan.
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Sr Coordinator Telematics, 02/2014 - 12/2017
Verizon Networkfleet transition from Networkfleet Inc
- San Diego, CA
Project Leadership: Leading the planning, directing, and execution of activities for large fleet implementations and post- implementation customer projects, demonstrating industry knowledge and accountability.
Ensuring installations are scheduled and executed in a timely manner.
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Utilizing all resources, including paid resources such as field support technicians, to ensure timely resolution of issues.
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Providing timely action on any customer escalations throughout the onboarding period.
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Validating the proper product mix, ensuring hardware and software solutions are compatible with the client's assets.
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Building value in our customer training program and scheduling appropriate training sessions to maximize the adoption of our services.
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Being accountable for the successful completion of deployment engagements in line with internal and customer-defined success criteria.
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Collaborating with and owning communication across internal partners such as Sales, Support, Success, and Finance.
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Documenting all interactions in Salesforce and other VZC systems.
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Networkfleet was acquired by Verizon, and along with Fleetmatics and Telogis, was rebranded as Verizon Connect in March 2018
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Client Advocacy: Acting as the primary contact and client advocate for assigned accounts, handling administrative and service activities, and implementing new programs.
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Operational Coordination: Defining solutions or processes across the organization, and coordinating activities for large fleet needs (e.g., requirements gathering, project plan development, estimating timelines, and presentation to stakeholders).
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Project Management: Planning, executing, status reporting, control, and closure of customer lifecycle projects on time, while managing multiple cross-functional project dependencies.
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Account Management: Overseeing daily operational activities, including supporting pre- and post-sales activities (pilots, training, business reviews), managing Customer
Agreements/Orders, coordinating installation and billing, and on-boarding new accounts.
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Issue Resolution & Communication: Managing escalated customer issues from Customer Care, resolving them independently, communicating frequently with customers for timely satisfaction, leading all operational calls, and conducting client visits and training as needed.
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Strong technical skills, ability to multi-task in an interactive environment, quick learning capability for new systems and processes, and excellent written and verbal communication skills for both technical and non-technical audiences.
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Detail-oriented, service-driven, and committed to providing world-class customer support.
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REFERENCES
References available upon request
Contact this candidate