Annette Mercado
Irvine,CA
Summary
Accomplished Senior Client Implementation Specialist with a proven track record at Cox Business Communication, adept in software implementation and client training. Leveraged technical regulatory compliance and reporting skills to enhance project accuracy and efficiency. Demonstrates exceptional coordination and communication abilities, significantly improving client satisfaction and project delivery timelines.
Overview
11
11
years of professional experience
Work History
Senior Client Implementation Specialist
Cox Business Communication
Foothill Ranch, CA
08.2023 - 09.2024
- QC Complex Orders: Perform or drive OMS, ICOMS database clean-up task’s completion (resolve discrepancies) during the proposal development process to drive greater order accuracy
- Keyed Complex Orders in ICOMS from CRM tool: Verify the accuracy of service codes, terms, and pricing in OMS and match OMS service to ICOMS services; enter provisioning details into Order Management System (DTW, DL, Account Codes, etc.)
- Scheduled Complex Orders in ICOMS and CRM tool: Coordinate installation dates and times with dispatch and customer, schedule customer due dates in ICOMS and OMS
- Field and review customer inquiries, problems, requests, and suggestions and work with Order Manager(s) to determine appropriate solutions and/or responses
- Contact the customer to review order details and accuracy and/or request updated documents or signatures
- Coordinate medium to large and/or moderately complex projects under some supervision
- Provided support to all Retail sales channels: Correct issues with Order Package/Sales Package (Proposal, Contacts, Forms, etc.)
- Understand process variances for state, local, county, and federal Government contracts, and PO management
- Provides and understands the unique servicing needs of Enterprise customers (i.e., customer-specific ordering forms)
- Communicates relevant information to all internal team members, such as changes in schedule dates
- High level of professionalism to schedule simple orders with all customer segments, including Gold/ Platinum
Client Implementation Specialist II
Cox Communications Inc.
Foothill Ranch, CA
06.2018 - 06.2023
- Independently oversee all aspects of assigned implementation related initiatives including establishing and managing to project timelines, performing configurations, coordinating, special projects and associated tasks are completed accurately, and deliverables are met on time
- Coordination of Cox Business customers, and handling the details on projects (new ones, upgrades, downgrades, transfers, disconnects)
- Collaborated with sales organization on projects, taking input from customers, converting that input into an order, and getting them set up for installations and other engagements
- Interacted directly with Clients/Customers, Sales, Operations, Account Management, Contract Administration, Product, Accounting and other external departments and internal cross-functional teams
- Accurately complete all configurations, making sure post onboarding services can be fulfilled
- Review and comprehend contract related documentation such: as Agreements, Service Schedule, Pricing, Service Request Forms (Projects)
Info Security Analyst II
Wells Fargo
Irvine, CA
11.2016 - 12.2018
- Provisioning and de-provisioning systems access for all Wells Fargo Dealer Services team members
- Responsible for coordinating access requests and administering internal, vendor applications, Microsoft Unix, Client, and server based applications (approximately 50-100 applications)
- Coordinated and provision bulk access requests as needed
- Provided project support to new applications development and implementation
- Responsible for meeting defined level agreements, and complying with all set internal policies and procedures
- Worked independently and manage multiple assignments
- Multi-task and detail oriented representing SAA on project activities
- Represented a team in project meetings and making decisions on go forward processes
- Fundamental understanding of audit processes, adherence to all guidelines to minimize risk to systems and infrastructure, and enforcing all policies
Security Analyst
Automobile Club of Southern California
Costa Mesa, CA
01.2018 - 06.2018
- Assigns roles and adds accounts for new employees, and updates account assignments for transferred/ promoted/terminated associates
- Created, maintained, and disabled user access within various technologies and systems, including but not limited to: Active Directory, Exchange and other applications
- Documented processes and procedures to mitigate risk and ensure an appropriate level of access control
- Conducted investigative research on a regular basis and identifies and reports user access issues or violations
- Effectively prioritizes incoming tickets and juggles multiple open tickets while waiting on approvals
- Exhibited excellent communication and interpersonal skills with all team members and departments
- Adhered to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information
IS Project Developer/Telecom Administrator
Lennar
Aliso Viejo, CA
03.2014 - 12.2015
- Coordinated and scheduled the ordering, cancellations, and changes to Internet and Telephony services at the Community locations of Lennar
- Created policy and procedures for the process for new openings, moves, closings, and remodels of sales offices with sales & marketing managers for forty-nine divisions nationwide
- Developed timeline, execute, and planned internal processes and outbound strategies for each location while also reducing the product, telecom and installation needs unique to each site
- Source install agents, orders and track product for installs, manage orders and implementation for all telecom (Internet, Phones, Fax) and communicate all benchmarks, challenges, and successes for each location with every division and upper management
- Coordinated the allocation and/or transferal of equipment and manage the transfer and/or cancellation of services for sites that are moving or closing
- Communicated daily with 3rd party vendors to organize, facilitate, and confirm agent sourcing for installations while also reviewing install challenges in order to provide immediate solutions to ensure success
- Contacted and maintained communication with 49 divisions regarding needs, expectations, and implementation of new and improved procedures
- Communicated daily with project managers to review installs, outstanding issues, and future foreseeable obstacles
- Developed forms and paperwork for install project submissions, active orders, and daily procedures for more efficient and successful sales center openings
Education
COMMUNICATIONS - Information Technology
Irvine Valley College
Irvine, CASkills
- Project management
- Software implementation
- Reporting and documentation
- Technical regulatory compliance
- Critical thinking
- MS office
- Highly proficient in ICOMS, OPTIX, Salesforce
- Implementation management
Timeline
Senior Client Implementation Specialist
Cox Business Communication
08.2023 - 09.2024
Client Implementation Specialist II
Cox Communications Inc.
06.2018 - 06.2023
Security Analyst
Automobile Club of Southern California
01.2018 - 06.2018
Info Security Analyst II
Wells Fargo
11.2016 - 12.2018
IS Project Developer/Telecom Administrator
Lennar
03.2014 - 12.2015
COMMUNICATIONS - Information Technology
Irvine Valley College
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