Amanda Cain

Number Portability Service Center, Richardson, TX

• Meet customer demand while minimizing performance measurement penalties and exceeding customer expectations
• Frontline employee negotiating and writing service orders daily.

Create follow ups, calendar reminders to ensure service is installed timely and all service orders are completed and posted to billing.

• Team with management to complete projects and service order to ensure billing accuracy and recover revenue.
• Answer incoming calls from Local Exchange carriers to provide assistance with requests in a high-volume call center environment.

Local Service Center, Fort Worth, TX

• Single point of contact for external customers. 1st and 2nd level escalations that the customer may experience - out of service conditions, billing disputes, service order accuracy and completions.
• Created job aids and conducted team training when necessary. Worked closely with management team to develop methods and procedures for products.
• Assisted management and leadership teams on any urgent, high volume, high revenue service orders to ensure completed timely.
• Provisioned orders for local access. Assisted in creating Business Voice Over IP requests and processes for new BVOIP products.