Erica Ancrum
Guyton,GA
Summary
Versatile Management Analyst who drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders. Working to resolve and control procedural problems negatively affecting business operations. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 14 years of experience in the industry.
Overview
14
14
years of professional experience
Work History
Commercial Order Management Analyst & Senior Onboarding Specialist
07.2022 - Current
- Serves as liaison between customers and other departments.
- De-escalate irate customers by resolving situations that occur in post & preinstall process.
- Quality assurance of service installation and billing for commercial orders.
- Cover reports and queries to data analysis and find revenue holes, systematic glitches, and tracking historical data.
- Creating processes to provide solutions and testing of software to provide feedback.
- Communicating with multiple departments to ensure completion and accuracy of business customers products and billing.
Business Services Administrator
Hargray
01.2020 - 07.2022
- Review service orders entered by coordinators for accurate order entry and pricing
- Promote quality assurance through regular meetings with coordinators for accuracy of order entry and safeguarding revenue.
Porting Coordinator/ Business Services Coordinator
Hargray
10.2018 - 01.2020
- Order entry, creation of project sites, for successful, and timely installations
- Accurately enters business and resort service orders
- Validate and evaluate all local number portability submissions
- Answer porting notes, reviewing vendor’s reports, and performing assignments of all related tasks
- Contacting and establishing a relationship between other vendors as needed to resolve issues.
Residential Sales/Support Representative
Hargray
10.2017 - 10.2018
- Reviewed and executed confidential documents, contracts and disclosures.
- Developed new business and managed new and existing clients.
- Maintained and managed account base by providing quality sales and support of telecommunications products.
- Provide training and assistance for new employees.
Customer Care Representative
Hargray Communications
02.2013 - 10.2017
- Responsible for proactive relationship building with customers and agents to preserve long term customer satisfaction
- Coordinated, executed, and managed in and outbound calling programs built to effectively retain customers
- Worked directly with management and assisted with special projects, while analyzing more productive ways of retaining and providing knowledge to customer on pricing and services
- Porting Specialist working with multiple telephone phone carries to coordinate, submit, and check ports.
Retail Sales/Communication Representative
Hargray Communications
08.2009 - 01.2013
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Contacted customers and prospects to generate new business to achieve company growth goals.
Education
No Degree - Business Management
University of Phoenix, P.C
Savannah2017
Certificate - Medical Claims Examination
Laura Yeomen's C.P.C.,
Savannah2003
Skills
- Computer knowledge MS Office Programs (Word, Excel, and PowerPoint)
- Attentive and with strong ability to research and analysis information
I’m go getter, motivator who works great within a team or individually
I’m always open to change
- Solve critical issues within time-sensitive environment
- Executive support, billing/invoicing, customer care, collecting on past due accounts, account management, database administration, verifying and document preparation
Timeline
Commercial Order Management Analyst & Senior Onboarding Specialist
07.2022 - Current
Business Services Administrator
Hargray
01.2020 - 07.2022
Porting Coordinator/ Business Services Coordinator
Hargray
10.2018 - 01.2020
Residential Sales/Support Representative
Hargray
10.2017 - 10.2018
Customer Care Representative
Hargray Communications
02.2013 - 10.2017
Retail Sales/Communication Representative
Hargray Communications
08.2009 - 01.2013
No Degree - Business Management
University of Phoenix, P.C
Certificate - Medical Claims Examination
Laura Yeomen's C.P.C.,
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