Debra Leon

Recruited by Mondo (Addison Group -Staffing Company) to work with TPx Communications as a Project Manager on a temporary Migration Project (2 years). This project called for the moving of existing customers off copper facilities to Fiber or Coax cabling. This work was same as work done as Project Manager while employed by TPx Communications.

• Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
• Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
• Coordinated resources across multiple departments and teams as needed for successful completion of projects.

Manage the design and implementation of customers applications from assigned orders. Responsible for successful implementation of new customer and existing customer services as the single point of contact, from Sales Contract execution to deployment of requested services. Duties include order package verification, services configuration, coordination of order movement within internal order management systems, Customer and/or Vendor communications, coordination of internal cross functional departments associated with order processing lead any escalations as needed and schedule all required parties for a proper services deployment. Requested services can consist of any combination of Voice, Data, Internet and VoIP.

Work with internal employees and external agents and vendors at all levels via email and phone, to ensure successful communication and resolution by actively listening and taking the appropriate action. Resolves in-depth queries in a methodical manner independently with internal and external business partners to find appropriate resolutions, efficiencies and high level of service. Sharing knowledge and encourage development of others to achieve specific team goals. Extensive knowledge of web tools and extranets to obtain accurate information and pricing for products and services.

Independently engineer and design the customers’ Voice, Data, Internet, and VoIP applications (including DSO, DS1, DS3, Ethernet, and Fiber circuits), implementing new and existing customer service. Designs done thru computer programs: Xpercom and TBS. Submitted orders to carriers to request circuit delivery to customers’ sites. Streamlined work order processes, resulting in faster response times and increased customer satisfaction. Developed strong communication and organizational skills through working on group projects.

Used strong analytical and problem-solving skills to develop effective solutions for challenging situations. Applied effective time management techniques to meet tight deadlines.

Tested circuits (DS1,DS3,Ethernet and Fiber) thru remote access in locations across United States. Coordinated with Central Office, field technicians and technical support to restore customers service with 2 hour window per SLA. All the while, communicating with the customer and escalating to upper management as needed. Met or exceeded monthly objectives every month for 9 years. Served as manager-on-call in absence of supervisory staff on weekends.

Jan 1991 thru Jan 2000 - Business/Residence Service Rep -Issued service orders for new phone service, transferring of service and disconnection of service for Business and Residence customers. Answered billing questions, initiated investigations of unauthorized charges and issued inquiries to other carriers for 3rd party charges. Customer Service Rep

July 1981 thru Jan 1991 - Repair Service Rep- Call center environment. Answered incoming calls from customers reporting issues.