Jennifer Lewis
Summary
Innovative and goal-oriented Management professional committed to technical and system troubleshooting and order resolution .
Overview
8
8
years of professional experience
Work History
Order Operations Resolution Manager
Spectrum Enterprise
Ballwin, MO
08.2023 - Current
- Demonstrated dedication in resolving orders in jeopardy within the Order Management department.
- Strong ability to quickly analyze and resolve the root cause of order errors also providing user education and next step guidance .
- Consistently go above an beyond to ensure all issues are addressed promptly and effectively.
- Troubleshoot high level ECAF and escalations, providing effective solutions and next steps.
- Clearly conveying ideas and instructions related to system base technology.
- Highly detailed reviewing orders for accuracy, identifying error's and quickly resolving.
- Proficient in CSG, ICOMS Agent OS, Outlook, Excel, Microsoft Office, Transunion, OBT, Nuestar, GIS
- Ability to identify and correct Sales force billing errors, DFOR and service location updates.
- SME In complex product knowledge and complex business rules
- Manage all customer cancellation requests ensuring the appropriate teams are engaged for next steps .
- Evaluating and interpreting information to make informed decisions.
- Ability to creatively think outside the box to problem solve issues that may not have process documentation.
- Analyzing challenges and finding innovative solutions using boundary partners and documentation to successfully implement driven results
- Proactively identified potential problems before escalation, taking appropriate action to resolve them promptly.
- Establishes strong working relationships with Boundary partner
- Successfully manages large projects while staying on top of dashboard assignments.
- Maintains flexibility with organizational and process changes while maintaining positivity.
SR Order Management Specialist
Spectrum Enterprise
Ballwin, MO
06.2022 - 08.2023
- Self-motivated, with a strong work ethic.
- Salesforce SME , building, modifying and correcting opportunities.
- Highly skilled in quality control ,accuracy and troubleshooting of all products
- Process SME- Stay up to date on all business rules and process changes and enhancements.
- Proficient in all Spectrum billing platforms.
- Strong ability to identify billing errors and troubleshoot ( Service location, DFOR updates ect..)
- Strong critical thinking skills that can solve problems where standardization may not exist
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly new processes and systems.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
SR Sales Operations Specialist/ Sales Support
Spectrum Enterprise
Ballwin, MO
01.2017 - 06.2022
- Recruited to a Mid-Market Position of Spectrum Enterprise to assist Sales as well as other boundary partners with complex orders and projects
- As an Order operations specialist, this position requires a strong attention to detail and problem solving skills
- Impact: Started with Spectrum in 2017 as Order Operations Specialist
- Main duties include but not limited to Sales Support/review, building new orders, complex solutions, Dashboard maintenance Generating/Reviewing contracts and finance approvals
- In 2018 received department MVP Award as well as awards in Quality and Accuracy
- In 2019 promoted to a SR position which entailed taking on complex orders, escalations and assisting with new hire training.
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
Education
Business Analytics
Pathstream
02.2024
Project Management
Pathstream
02.2024
Tableau
Pathstream
02.2024
INFORMATION TECHNOLOGY -
SAN DIEGO COLLEGE
01.2006
GENERAL EDUCATION -
GROSSMONT COLLEGE
01.2004
GENERAL EDUCATION -
HORIZON WEST HIGH SCHOOL
01.2002
Skills
- Communicates effectively
- Detail orientated
- Technical knowledge
- Adaptability and Flexibility
- Problem Resolution
- Project Management
- Process Improvement
- Business Analysis and Reporting
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Problem-solving abilities
References
- Duncan Lancaster - WORLDWIDE TECHNOLOGY 619-569-7055
- Marcelle Burke - Lead - ORDER OPERATIONS SPECIALIST- SPECTRUM 314-543-6661
Timeline
Order Operations Resolution Manager
Spectrum Enterprise
08.2023 - Current
SR Order Management Specialist
Spectrum Enterprise
06.2022 - 08.2023
SR Sales Operations Specialist/ Sales Support
Spectrum Enterprise
01.2017 - 06.2022
Business Analytics
Pathstream
Project Management
Pathstream
Tableau
Pathstream
INFORMATION TECHNOLOGY -
SAN DIEGO COLLEGE
GENERAL EDUCATION -
GROSSMONT COLLEGE
GENERAL EDUCATION -
HORIZON WEST HIGH SCHOOL