Glenna Tucker

• MANAGE ACCOUNT DISTRIBUTION, RESOURCES, AND SCHEDULES
• LED TEAM THAT SUPPORTED CUSTOMER ORDER FROM ORDER ENTRY THROUGH SERVICE ACTIVATION
• MANAGED CIRCUIT INSTALLATIONS RANGING IN SIZE FROM 56K TO 100G
• ANALYZE OPERATIONAL PROCESSES, AND ESCALATION PROCEDURES, IDENTIFY IMPROVEMENTS AND PROCESS CHANGES TO AID IN BETTER CLIENT EXPERIENCE
• ESCALATES CLIENT CONCERNS AND PROVIDED ADDITIONAL TRAINING IF NEEDED
• TRAINED CUSTOMERS ON THEIR NEW PHONE SYSTEM AND PROGRAMS ON-BOARDING
• EXCELLENT CREATIVE PROBLEM-SOLVING ABILITIES
• ENSURE BEST PRACTICES ARE UPHELD ACROSS TEAM
• ENSURE CLIENT COMMUNICATION IS TIMELY AND ACCURATE TO ALL INVOLVED
• LEAD AND MOTIVATE TEAM TO MEET DEPARTMENTAL AND COMPANY GOALS.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout engagement process.
• Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in team's ability to deliver results
• Provided detailed project status updates to stakeholders and executive management.
• Sourced, vetted, and managed vendors needed to accomplish project goals.

• RESPOND TO CLIENT ISSUES, PROBLEMS, AND COMPLAINTS AND WORK WITH SERVICE PROVIDER TEAM LEADS TO RESOLVE IN A TIMELY, PROFESSIONAL AND SATISFACTORY MANNER
• ACT AS LIAISON BETWEEN THE CLIENT ORGANIZATION AND SERVICE / PROGRAM TEAM LEAD; ADDRESSING CUSTOMER CARE AND COMPLAINT ISSUES
• DAY-TO-DAY COMMUNICATIONS LIAISE BETWEEN LEADERSHIP GROUP AND COACHING TEAM LEAD
• ENSURE CLIENT INTAKE AND OUTCOME REPORTING AND PLANNING ARE ACCURATE AND ON TIME
• ESTABLISH DATA INPUT SUMMARY TABLES AND OUTCOME REPORTS AND SCHEDULES FOR CLIENT WORK ARE ACCURATE AND COMPLETE ON TIME

Provide clear communication between clients and technical teams through concise documentation and effective follow-ups.

• Coordinate with multiple departments to ensure timely delivery of services, improving overall effectiveness.

• ***Client Concerns**
• * **Identify** client concerns and bring them to the attention of management when needed.
• * **Develop** training programs for staff to handle client concerns effectively.
• * **Provide** additional training as needed.
• ***Review,** analyze, and build order to process client move, add & change request