SERVICE DELIVERY COORINATOR Resumes in US: diana

SERVICE DELIVERY COORINATOR Resume

Contact Candidate

Name:

diana

Location:

Experience:

10+ yrs

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

SERVICE DELIVERY COORINATOR

Personal Website:

Objective:

cannot travel due to family

Resume Text:

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ts - Service Delivery Coordinator

Review and research Local Service Request orders in error status for correction and completion, to assure accurate billing and collection of revenue.
Provide feedback through the feedback tool to order writer for order correction and resolution.
Process network phone requests from large and small competitive phone companies. Act as client advocate in company and follow up on each order with client to ensure all aspects of service features are correct and meet FCC regulations. Educate and inform client company representatives about products, features, and network capacity to help them purchase effectively. Knowledgeable about complex technical data. Review and interpret order request documents to apply correct tariffs and taxes by multiple districts, states and counties. Use multiple computer applications and databases. Extensive customer service.
Project manage large orders, which includes creating complex reports and spreadsheets, coordinating service between multiple carrier groups and following primary and secondary orders through to completion.
Responds to incoming customer inquiries, complaints, solve problems and provide technical advice or assistance in utilizing appropriate product or services. Act as customer advocate. Receive service requests and handles/interpret and validates accuracy of information provided on service requests (installation, removal and changes in service) provided by the customer. Provision ASR requests for DSO, T1 & T3 circuits . Utilizes CLLI (Common Language Location Identification). Follow up with customer, technician, or other departmental employees to ensure service affecting work is being or was accomplished by the committed due date. Inputs and/or retrieves information from personal computer. Demonstrates cross application expertise to allow working with a variety of PC communications software packages. Reviews, interprets and works with service request work documents, i.e. FIDS, USOCS, charge applications/tariffs.
Also works with: Excel,Access,Outlook,Boss,WFAC,Premis,Boss,Solar,CARS,OSCAR, Sonar, Sopad, Xptr.
Process orders for DSO,DS1,DS3,SONET.

1994 to 1998 - US WEST - Residential Retail Markets -- Sales Support Specialist

Answer intracompany calls and provide trouble-shooting assistance to other departments on questions regarding pending orders, customer account status, and problem resolution.
Type and review orders for all 14 states for numerous clients.
Call customers to renegotiate and schedule new due dates on missed appointments.
Mails customer product material and brochures to customers after orders are typed.
-Researches pending order (ESOC?s) problems to determine source of customer difficulty and identifies which departments must be contacted for problem resolution.
-Correct orders that have completed in an error status (ZAPS, CRIS, SOCS and 9116?s)..
-Answers questions regarding pending orders or customer account status from installers/repair technicians working in the field.
-Process renewal notices for customer tax exemptions.
-Mails appropriate form letters and tax exemption certified to customer and then follow up for the return
certificates. Directs calls from U S WEST customers to proper department handling their account.
-This happens when a customer is transferred to the support center in error. Type design orders for customers needing special circuit design.
-Process orders in the PC Lab via en emulation process.
-Process and complete all correspondence from U S WEST customers covering a 14-state wide region.
-Issue orders to change and correct listing on U S WEST customer accounts. Utilize a number of systems, i.e., SOPAD, SOLAR, RSOLAR; FACS, LMOS, Lotus Notes, Netscape, along with all other system access required to issue service orders.

1988 to 1993 - US WEST - Network Operations - Repair Service Attendant

Responsibilities of the Position:
-Answers incoming customer calls and other telephone line reports and answers questions, responds to
requests and resolves complaints. Communicates with other departments to complete contact for customers.
-Types on a CRT terminal to complete trouble entries.
-Prepares trouble tickets and reports and makes trouble ticket log entries.
-Inputs detailed record of work activities including names, times and dates of contact. Performs miscellaneous
office duties such as typing, filing, etc. Communicates with various work groups to complete work assignments.
Operates microfiche and microfiche viewer to access customer records and files.
-Uses a mechanized job aid to provide information to customers as needed. Interacts with various screens of
information, e.g., customer records of trouble, service order activity, office jeopardies, etc. Must interpret
information in a timely way to assist the customer and complete the ticket. Overlap skills are a necessity.
-Evaluates customer communication needs during contact. Provides direction to customers on usage of
products/services and makes suggestions for additional products/services appropriate.

1986 to 1988 - US WEST -- Operator Services - Information Operator

Responsibilities

-To answer incoming calls
-Provide customer assistance with telephone numbers
-Incharge of office periodically

EDUCATION

High School Diploma

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