Bobbi Campbell

As a Service Operations Manager at Calero, my responsibility was to ensure that client SLAs were met monthly, and that the clients' projects, day-to-day activities and any reported issues were being responded to and resolved in a timely manner.

• Managed nine unique client portfolios, ensured the resolution of customer escalations, and implemented preventative measures while ensuring SLA adherence.
• Hosted weekly client meetings.
• Created and/or updated documentation as needed, and reviewed it with the team for onboarding and execution.
• Created and managed client runbook.
• Created and presented comprehensive monthly and quarterly business reviews to key stakeholders.
• Collaborated with cross-functional teams to prioritize, align, and achieve customer goals and objectives.
• Performed onboarding of new telecom vendors.
• Assisted the team with the review of current tools based on the defined needs to determine if enhancements are required.
• Created automation specifications for new and existing invoice handlers to increase accuracy and client satisfaction, utilizing Zendesk, Jira, and Azure.
• Ensured financial compliance and billing accuracy by monitoring and tracking against contract terms, and proactively addressing discrepancies.
• Created Calero to client monthly billing reports and shared details with finance for client invoicing.
• Collaborated with customers to offer solutions to service needs.
• Prioritized and delegated daily work tasks to meet anticipated project goals.
• Hired and trained service department staff to drive performance.
• Managed operational issues by understanding the impact, identifying solutions, and liaising with internal and external stakeholders.
• Implemented customer feedback mechanisms to gather insights and improve service offerings.
• Evaluated employee job performance through regularly scheduled reviews for 10 employees across the U.S. and U.K. regions.
• Collaborated with IT department to troubleshoot technical problems impacting customers.

As the Inventory Analyst it was my responsibility to ensure that all inventory data had been gained and entered into TEM by utilizing current invoicing data and various vendor portals to gain reporting.

• Closely worked with the Invoice team to test enhancements for existing and new invoice handlers utilized to automate invoice-to-inventory alignment.
• Created Zendesk and Azure tickets with the development specifications needed to drive the required enhancement or new build.
• Conducted testing and worked with client and internal teams as necessary for the production deployment of enhancements and database upgrades.
• Assisted with testing the database for all client database upgrades.
• Raised tickets where additional review was required to pass testing.
• Reviewed open issues with the client as necessary and determined the impact of the item.
• Analyzed large datasets to identify trends, patterns and correlations for business insights.
• Optimized existing database structures for better performance on analytics tasks.
• Leveraged SQL queries to extract, transform and load data into databases.
• Performed data entry, data cleaning, and data coding for analysis.
• Maintained documentation of all the processes related to inventory management.
• Collaborated with IT and business process owners to enhance system requirements.
• Built visualizations that enabled users to quickly interpret results from complex analyses.
• Identified needs of customers promptly and efficiently.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Prioritized and organized tasks to efficiently accomplish service goals.

As the Process and Systems Manager, my responsibility was to work with the client and gain the specifications needed for the provisioning process.

• This included testing of the process and documentation of the process within the client runbook.
• Work closely with the client to understand provisioning needs for implementation into the system.
• Creation, upkeep, and documentation of all client-to-vendor quote and ordering processes.
• Prioritizing actions and monitoring team resources.
• Work with development teams to build out and test the quoting tool.
• Work with development teams to build out and test the provisioning tool.
• Trained staff on new technologies and software applications.
• Monitored system performance to identify potential problems and develop solutions.
• Analyzed workflows and established priorities for daily operations.
• Conducted training sessions for end users on how to use certain software programs effectively.

As the Provisioning Manager, my responsibility was to ensure that requests for Aspect Telco Services were responded to accurately and within the defined SLAs.

• Direct reports = 1.
• Oversaw the initial testing of all new numbers, voice and SMS across the U.S., APAC, U.K., and AU.
• Implementation, testing, and troubleshooting of short codes.
• Working with Architecture and Engineering teams to support network build-outs.
• Capacity planning.
• Creation of inbound DNS routing zones.
• Onboard carriers to support in/outbound call routing.
• Management of the Least Cost Routing tool, Transnexus.
• Created and updated the process and review of bi-weekly carrier rates uploads for successful LCR selection.
• Managed and implemented all shared use agreements for customers utilizing AT&T Route It and Verizon Network Manager to support takeback and transfer into the Aspect Network.
• Lead projects to include coordinating between the vendor and internal departments (Voice Engineering, Infrastructure, and Cloud Services).
• Customer contact for escalations 24/7.
• Creation and documentation upkeep of all inbound toll-free routing templates within 8MS.
• Creation and training on all Aspect internal tools and processes as they relate to the provisioning process (UMS, SIP proxies, logging tools, data center route aways).
• Documentation/training of all carrier-related contacts and processes (trouble reporting, general account team contact details, and escalation paths).
• Implemented, tested, documented, and trained for the toll-free SMS product.
• Conduct quarterly performance reviews.

As the Customer Obsession Manager, my role was to support our U.S. and APAC support teams.

• Direct reports: US = 10, APAC = 2.
• Efficiently allocate incoming requests to the support team.
• Prioritizing actions and monitoring team resources
• Identify and highlight best practices in support management through continuous assessment.
• Recommend product and process improvements to the VP of Customer Obsession.
• Conduct quarterly performance reviews
• Provide coaching and mentoring.
• Supported the NPS (Net Promoter Score) review by performing customer outreach to better improve the customer experience.
• Escalation contact for the support organization 24/7, 365.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Facilitated team meetings and workshops to foster collaboration and share best practices.

The duties of the Provisioning Administrator are to review and process customer requests for domestic and international phone numbers.

• Fulfill customer requests for inbound toll-free (new, resporg, vanity) requests.
• Fulfill customer requests for inbound domestic/international DIDs (new, LNP).
• Keep an inventory of readily available inbound toll-free numbers for assignment.
• Keep an inventory of readily available inbound US and UK DID numbers to allow developers to self-provision.
• Provisioning of toll-free numbers on multiple inbound CICs to allow calls into the Voxeo network, providing Voxeo with redundancy.
• Format the carrier-provided rate decks for review, then implement them into the Lease Cost Routing engine.
• Process request for short codes.
• Provide the customer with regular updates on their order in accordance with the defined SLAs.
• Worked with the customer and the vendor to resolve outages or reports of QoS issues.
• Other duties include obtaining, updating, and implementing carrier rates within the least cost.
• On call 24/7, 365.
• Maintained positive working relationship with fellow staff and management.
• Monitored emails, sorted mail and distributed correspondence accordingly.
• Identified needs of customers promptly and efficiently.

My role as the Provisioning Supervisor was to support the team and customer base by ensuring orders were processed and completed in a timely manner.

• Direct Reports = 14 (10 in-house and 4 remote).
• Oversee the submission of basic and complex orders in multiple carrier operating systems (Toolbar, Verizon GUI/LSI, East & West, SBC, BellSouth, PacBell, and Ameritech).
• Review orders for accuracy.
• Input automated or manual orders as required.
• Provide customers, sales agents, or managers with order status as required.
• Receive and manage first-level escalations from the customer.
• Escalate order issues through AT&T (formerly known as Southwestern Bell), QWEST, Verizon, BellSouth, Sprint, Frontier, and CenturyTel.
• Review the department's order logs for assignment.
• Monitor the daily attendance of staff.
• Review and distribute information that impacts departmental procedures.
• Provide input and assistance regarding counseling sessions with employees.
• Maintain flexible work schedules.
• Attend or conduct required meetings on behalf of the provisioning department.
• As required, submit departmental reports.
• Take customer service calls that require technical assistance.
• Research any discrepancies in the information submitted by billing or regulatory departments.
• Review complex orders (trunks, smart links).
• Proficiently operate and make changes within the billing system (Costguard).
• Create and complete Dial-Around Compensation for toll-free.

My role as the Provisioning Supervisor was to support the team and customer base by ensuring orders were processed and completed in a timely manner

• Direct reports = 10.
• Submitted basic and complex orders in the appropriate Bell operating system ('toolbar').
• Review orders for accuracy
• Input automated or manual orders as required.
• Provide customers, sales agents, or managers with order status as required.
• Receive and manage first-level escalations from the customer.
• Reviewed and submitted bill disputes.
• Reviewed and submitted work schedules, overtime requests, timesheets, and PTO on behalf of departmental staff to the Provisioning Manager.
• Review the department's order logs for assignment.
• Monitor the daily attendance of staff.
• Reviewed and distributed information from AT&T's accessible letters, which impacted departmental procedures.
• Provide input and assistance regarding counseling sessions with employees
• Maintain flexible work schedules
• Attend or conduct required meetings on behalf of the provisioning department.
• As required, submit departmental reports
• Take customer service calls that require technical assistance
• Research any discrepancies in the information submitted by billing or regulatory departments.

As the Installation Specialist, my responsibility was to review and properly enter customer requests for completion within the defined SLAs.

• Responsibilities included:
• Processing orders using RBOC's operating support systems (LEX, Verigate, etc.).
• Processed complex manual orders via the Local Service Request form or forms required by the RBOC.
• Processed orders for changes in long-distance plans, as required by customer request.
• As necessary, I was back up to all provisioning positions that required assistance due to order volume.
• Escalated provisioning issues through appropriate internal channels.
• Established and maintained positive working relationships with the RBOC.
• Notified the supervisor regarding orders exceeding the timeline.
• Entered order status information into the Contract Matrix on a consistent basis.
• Processed departmental emails regarding order status.
• Updated all internal logs and spreadsheets for tracking orders and tasks.
• Completed customer setup sheets.
• Provided contact for the customers when necessary to coordinate the provisioning process.

• Researched customer bill disputes and inquiries
• Interacted directly with customers and clarified request or provided closure status
• Obtained appropriate documentation (tax exempt certificate, bill copies, etc.) to process customer requests
• Operated the Support Systems used to research bill issues
• Supported non-related billing issues by redirecting them to the appropriate department
• Processed forms to correctly validate billing discrepancies (Bill Change, CMF, Credit Adjustment, etc.)
• Handled 1st level escalation requests from customers
• As necessary, delivered 2nd level escalation requests to immediate supervisor
• As required, submitted administrative paperwork for authorization
• Provided departmental reports and updated departmental informational logs as needed