Experience

E2E Technology Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Business Process Management Specialist

  • Sep 2015 - Present

  Ensure Quality of internal processes for sold AT&T Services. Post Sales Engagement. Ensures that new managed services deals are reviewed and approved and all enablement issues are addressed so that the service can be ordered, implemented and invoiced in a timely manner Ensures that all addendums to existing Customers' services are reviewed, validated and processed into Service Delivery Teams efficiently. Following standard processes to gather required MDS, perform contract validation, GPS Setup, Request Service Delivery Resources, and Host kickoff call to Service Delivery teams when customer has purchased AT&T branded MRS, IPT or MLAN, FlexWare and APM services. Pulling together the teams who supported the pre-sales solution along with the post sales service delivery, service assurance, billing, etc. Teams to ensure that what was sold can be implemented as well as to insure that the contract matches the POPs for customers that have a custom solution (with approved Proforma Operations Plan) for services other than AT&T branded services. Host internal kickoff calls for Split/Merger and for new services sold and review meetings of custom roles and responsibilities included in those sold services. Pricing/Rate Letter import into Sales systems. Validate Contract package accuracy between Pricing Tool/Rate Letter and Contract. Remove “Draft Watermark” from Contract and present contract to Sales Team for review. Initiate eSign activities for Sales Team. Submit Account &Billing Request for Bill Setup and Portal Registration for the customers. Ensure accuracy between rates which will be posted in the biller vs. what is in the contract. Monitor and maintain solutions for any computer, VPN, or tooling issues from the rest of the Team. If there are any issues or changes required, such as access to any tool, forgotten passwords, VPN connection problems I am the first person the Team will come to for help. Show less



SYKES Costa Rica

• Costa Rica
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Reporting Specialist

  • Jan 2015 - Sep 2015

  Daily/Weekly and Monthly Reporting and Analysis for Nokia and Verizon´s Accounts for the client and Sykes. Review properly invoicing to customer.Ensure accurate and timely systems/database updating and timely transaction processing according to business needs.Liaise with other departments of Sykes by reporting to them (finance, HR, legal, IT). Communicate with management and operations teams to ensure compliance with company standards. Perform Management back-up functions.Preparation of attendance, scheduling functions, Sykes Invoice to Customers and bi-weekly payroll. Managed changes to scheduling to ensure adequate daily resource coverage. Maintain running report of attendance incidents for each team member. Monitor attendance and schedule adherenceProvided analytical support for special projects to Team leads and Management. Show less

• Business Analyst

  • Jan 2010 - Jan 2015

  PoC with Costa Rica for CISCO Business Operations Managers around the globe to keep CISCO’s database up to date. Ensure timely and accurate reporting for Cisco TAC SRs.Ensure timely and actively response to internal manager’s needs (SRs configurations, delivery issues from engineers, admin processes) Establish good communication and good relationships with Internal Cisco managers.Ensure accurate and timely systems/database updating and timely transaction processing according to customer and business needs.Daily report to keep track of changes in the database that may affect any TAC location in the world.Weekly meetings with contact in California over CISCO’s Network Contribute to implement structural changes (products, reporting).Provide information for management reporting.Proactively analyze the impact of business decisions, changes, trends and pricing issues together with managers based on weekly reports by the CISCO TAC accounts. Show less

• Technical Support Specialist

  • Jan 2009 - Jan 2010

  T1 Tech Support for Mobile End users, billing and Sales information for AT&T.Help the team so customer requests are resolved in a timely manner while maintaining quality.Provide overall support and tactical directions to some team members using in-depth business knowledge and technical skills for certain phones and technical flows for common issues. Provide mentoring and expertise in all functions of the customer needs.Manage the status of accounts and balances and identifying inconsistencies on customer’s accounts.Fill out dispute templates and send them to the department in charge of themRecommend ‘best practices’ to business partners across all organizations. Apply Customer service skills to maximize Total Customer Experience (TCE) and escalates where appropriate.Contribute in resolving or escalating customer issues.Work with Business Manager to ensure processing steps are correctly followed and executed.Logging and keeping records of customer’s queries. Testing faulty equipment over the phone. Show less

• Technical Support Specialist

  • Jan 2007 - Dec 2009

  T1 and T2 Support for Connectivity issues on Residential and Small Business Customers for AT&T.Ensure timely and accurate ADSL Service functionality by solving connectivity problems, LAN issues, Operating systems configuration. Provide answer to customers by identifying problems; researching answers; guiding customers through corrective steps according to their inquiries. Ensure timely and actively response to customer needs (Service not working, scheduling a Premise Technician, and reviewing account for payment issues etc.)Contribute in resolving or escalating customer issues.Suggest solutions for resolving complex customer issues and escalate to T2.Establish good communication and good relationships with internal/external partners to resolve customer problems. Ensure accurate and timely systems/database updating and timely transaction processing according to customer and business needs.Perform Management back-up functions. Liaise with other departments of the Technical Support (finance, T2, credit & collection). Participating and contribute in development of customer training programs by identifying learning issues and recommending instructional language. Provide information for management and reporting. Serve as employee’s First Point of Contact for any technical support and/or system access issues. Show less