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Turbitt
56 High Acres Drive, Poughkeepsie, New York 12603. * 845-471-3633 * pt4e2e12@wes
tpost.net
Profile: ITIL Version 3 Foundation certified Customer Service Professional with
extensive experience in all aspects of Project Management, Sales Support, Servic
e Delivery, Billing and Problem Resolution for high profile demanding clients in
the Enterprise account space. I bring a positive attitude, a proven track recor
d of maintaining customer satisfaction, ability to utilize common sense and crea
tivity to approach challenges and problems. Experienced in leading and motivatin
g both direct reports and dotted line support personnel.
Strengths:
* Leadership
* Troubleshooting
* Data analysis
* Attention to deadlines
* Works well under pressure.
* Works well with superiors, peers, and subordinates
* Working knowledge of Microsoft Windows applications
June 08 - Dec 09 Verizon Business, 560 Lexington Ave, NY - Implementation Cons
ultant
Responsibilities:
Manage the circuit implementation lifecycle for two segments of a multi million
dollar account for Verizon. This includes initial review of the order upon recei
pt, verification of order information with the end user; milestone tracking and
escalating within our internal organizations through order completion to insure
both contractual and expedited due dates are met. Conduct weekly order review ca
lls with my counterparts at BT to insure any concerns were dealt with and also t
o educate them on Verizon policy and procedures so they in turn could manage cus
tomer's expectations.
Results:
* Reduced delays in order processing by insuring the data submitted to Order Ent
ry is accurate.
* By closely monitoring the milestones delays were kept to a minimum
* Expedited orders were tracked separately insuring Management was aware of any
issues impacting the delivery date and could intervene if necessary.
* By reviewing the orders weekly with BT issues were identified early in the pro
cess reducing the impact on the delivery date.
Oct 06 - June 08 Comprehensive Technology Solutions, Oldwick, NJ - Independent
Contractor
Responsibilities:
Provide a full range of telecommunications support for our client, a major cosme
tics retailer, store and counter needs. Primary contact for assigned Retail Stor
e and Counter installations, renovations and MACD activity. Dotted line manage s
tore support staff, technology vendors and cable vendors to coordinate the insta
llation of Cabling, Telephone Service (POTS Lines) and telephones to meet strict
deadlines. Manage trouble tickets for telephones, cabling and phone lines and p
hones through to resolution. Review and approve monthly vendor invoices. Work wi
th vendors to resolve billing issues.
Results:
* Reduced telco installation interval and streamlined the order process by inclu
ding verification of all information with the store manger and via the web prior
to placing the order.
* Identified the various store processes to extend cables through the store up f
ront which reduced the delivery interval.
* Identified the store operations manger early in the process and engaged them i
n the overall installation process reducing tag and locate visits by telco.
* Attached time lines to each telco milestone which allowed for more efficient o
rder management and identification of issues.
* Identified invoices that were not on corporate billing program and charges bey
ond estimates on one time invoices resulting in cost savings for the client.