Experience

TelPlus Communications, Inc

• United States
• Telecommunications
• 1 - 100 Employee

• Telecommunications Support -- Voice | Data | Managed Services | Wireless | Bill Consilidation

  • Jan 2012 - Present

  TelPlus Communications, Inc. was founded in 1997 to provide customers with consistently high quality, timely services for their telecommunications needs. We provide customers with managed telecommunications solutions focused on ordering services, installation, testing, auditing and ongoing customer service. We are a leader in providing the high-quality project management and supervision needed to successfully meet our clients` telecommunications needs. We are a privately owned company held by its employee stockholders, with no major ownership associated with any open market or business partners. We are a worldwide, full-service provider of turnkey solutions from vendors including major telecommunications providers, local telephone companies, competitive local exchange carriers, inter-exchange carriers and International service providers. From its inception, Telplus has understood the value of being a world-class service organization. From this understanding springs our commitment to delivering communication solutions using the best people, processes and tools available in the market.Responsible and accountable for the coordination of multiple related Telecom projects directed toward clients strategic direction and organizational objectives. Managed projects which included new installs, changes or disconnects. Coordinate client department relocations. Report trouble repair issues as needed to various Telcos and provide daily updates. Crisis manager for chronic network issues. HIGHLIGHTS: Generated inventory reports supported customers on a monthly basis Managed weekly Open Action Item review with customer Monitor all trouble repair issues providing regular updates



VERIZON BUSINESS (including UUNET, WorldCom

• Service Manager

  • Jan 1995 - Jan 2012

  Promoted to serve as the Account Team Subject Matter Expert on complex customer contracts and billing applications for an assigned base of up to 10 premier accounts. Ensure accuracy of contract pricing through quarterly billing audits, as well as proper execution of daily customer deliverables. Schedule and hold monthly Quality Assurance meetings with clients to understand improvements needed. Create open action item register for each customer in the base; utilize resources to ensure customers receive appropriate financing reporting.HIGHLIGHTS: Capitalized on numerous product/service opportunities through optimizing the relationship between customers and Verizon Business, demonstrating an understanding of cultures and behaviors. Received the company’s quarterly Top Gun Award in 2005 and 2006 for maintaining revenue to exceed regional guidelines. Reduced major client paper invoices from 200 to 75.



Verizon Business

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Client Service Manager

  • Nov 1995 - Dec 2010

  Managed day to day relationship between complex customer and service provider. Work with sales team when needed with contract negoitations. Provide regular reporting information to customer. Managed billing applications as it relates to customer needs, as well as verification of contract terms to customers invoicing. Managed day to day deliverables from Order Management and Post Technical Management. Managed day to day relationship between complex customer and service provider. Work with sales team when needed with contract negoitations. Provide regular reporting information to customer. Managed billing applications as it relates to customer needs, as well as verification of contract terms to customers invoicing. Managed day to day deliverables from Order Management and Post Technical Management.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Consultant / Project Manager

  • Jan 2001 - Jan 2003

  Promoted to hold multiple roles, including Project Manager, Financial Manager, Strategic Growth Manager, and Liaison with MCI. Managed base of approximately 10 commercial accounts, including Fortune 500 corporations. Functioned as the Crisis Manager for critical network issues. HIGHLIGHTS: Met all customer requirements through top-notch billing support, ensuring the proper set-up for services and the appropriate application of discounts and promotions. Interacted effectively with the Legal and Business Development departments on such activities as contract amendments per business requirements.

• Global Client Services

  • Jan 2000 - Jan 2001

  Promoted to serve as the primary point of contact for the client, account team, and corporate office on all service-related issues, including billing, sales, outage escalations, network maintenance, and product development. Trained new Associate Account Managers and educated client's employees on product offerings.HIGHLIGHTS: Expanded customer account to $36 million-plus in annual revenues, solidifying the account following previous period of instability. Established executive-level relationships with key decision makers and facilitated crisis resolutions through individual efforts as well as through outsourced and internal resources.

• Account Manager

  • Jan 1995 - Jan 2000

  Oversaw all order entry activities for the customer base of the Atlanta branch. Managed escalations on all client issues and Reason for Outage (RFO) responses. Maintained billing records and addressed customer inquiries. Created and managed trouble tickets involving customers' technical issues and outages.HIGHLIGHTS: Improved knowledge and capabilities of team through customer training on end user management and other administrative applications. Generated extensive network performance reports on a monthly basis to keep upper management continually informed of network results/issues. Recognized for above-and-beyond efforts through supervisor commendations and formal awards, including the Most Valuable Player Award in 2000.