Manager, Customer Success

• Apr 2022 - Present

Customer Success Manager

• Jan 2019 - Apr 2022

Account Manager

• Jul 2017 - Jan 2019

IntelePeer delivers full-service business communications that are yours to build on, integrate, and control. Born in the cloud and rooted in carrier quality, IntelePeer has been a leading provider of Voice Services since 2003. Today as a Full Service Cloud Communications Company, we help clients unleash the power of the cloud by supporting a wide range of needs. We design and support best in class Voice Services, voice enable cloud UC solutions, and offer a robust Cloud Contact Center. Our Atmosphere Voice Services ( Measured & Unlimited Bundles) are certified with CISCO, MSFT, ShoreTel, Mitel, Avaya, Vertical, Meraki MC, Asterisk, NEC and Many Others. IntelePeer delivers speedy turn-ups, customized solutions, and – a high quality experience on a flexible and scale-able cloud platform. We stand behind our reputation of support excellence with a 100% Satisfaction Guarantee. My role, is supporting our channel team by ensuring customer success throughout the account life cycle, from SIP implementation and on boarding through the post sales process. By providing continuous communication with partners and customers, addressing needs, collaborating on challenges, and adding functionality in the pursuit of customer satisfaction and growth, while reducing overall customer effort. Show less

Lead LNP Number Specialist, Provisioning Coordinator

• Jan 2012 - Jul 2017

Enterprise number assignment/management, DID, IDID and Toll Free.Operations/Enterprise portal support and navigation. Order entry; customer and vendor follow-up.Project management and reporting via Excel and Power Point.SIP call flow analysis/troubleshooting and route implementation via Sonus.

Tier 1 Operations Technician

• May 2010 - Jan 2012

Technical support providing customer service solutions and troubleshooting issues.Customer/vendor ticket management and follow up. Reporting customer/vendor performance.Network monitoring; SNMP, Solarwinds, Cacti and customer/vendor performance stats. Troubleshooting major alarms and maintenance support. Network administration systems; Sonus, GSX, PSX and SLCR.Experience with the trouble management systems and reporting.

Customer Service Representative/Distribution

• Jan 2006 - Jan 2010

Managed product distribution and inventory for multiple store locations. Call Center order management which included processing customer orders to fulfillment via Internet and phone. Played instrumental role in new inventory and order management system implementation, including system fault isolation and system modification requirements with vendor. Managed product distribution and inventory for multiple store locations. Call Center order management which included processing customer orders to fulfillment via Internet and phone. Played instrumental role in new inventory and order management system implementation, including system fault isolation and system modification requirements with vendor.