Summary
Overview
Work History
Education
Skills
Accomplishments
Phonenumbers
References
Timeline
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Kawana Dent

Saint Louis,Missouri

Summary

Dedicated customer service professional with 25+ years of experience. Excellent communication skills, highly motivated, with a positive attitude. Respected participant of customer-focused teams. Instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, compliance, quality and strategic goals are met.

Overview

6
6
years of professional experience

Work History

SMB Sales Coordinator

Spectrum
10.2022 - Current


  • Served as a liaison between internal departments such as Sales Operations , Customer Service and Repair assisting Account Executives with their customer accounts.
  • Pull reports daily from Salesforce and Bi Analytics to send to management
  • Researched issues to obtain appropriate answers to Account Executives regarding customer inquiries.
  • Escalate issues to management teams to develop solutions for regarding service issues.

PAC Lead (Provisioning and Activation Coordinator)

Spectrum
05.2021 - Current
  • Providing expert support as it relates to provisioning and porting issuers for both Charter, TWC and ICOMS residential and business accounts
  • Solve problems while under pressure
  • Taking supervisor request calls from customers
  • Assists representatives with customer questions/escalations in a timely, thorough and efficient manner
  • Identifies training and skill gaps and providing proactive feedback and recommendations
  • Handling inbound calls resolving residential and commercial order exceptions from agents and other leads
  • Analyzing and Resolving LNP (Local Number Portability) failures
  • Processing failures such as TPV Completion, LNP Errors, Port In exceptions which include obtaining, tracking, and submitting service orders to the donating provider per their policies
  • Monitor and Resolve tasks from the billing system (CSG) and provisioning systems
  • Additional duties as required which may include customer escalations, daily SMB or Residential reports, making outbound calls to providers regarding porting concern
  • Assisting agents for order completion and provisioning self-installs and tech orders

PAC 2 (Provisioning and Activation Coordinator)

Spectrum
02.2021 - 05.2021
  • Worked and resolved high level Director escalations
  • Inbound and Outbound call center, handling calls concerning resolving residential and commercial order exceptions
  • Analyzing and Resolving LNP (Local Number Portability) failures
  • Processing failures such as TPV Completion, LNP Errors, Port In exceptions which include obtaining, tracking, and submitting service orders to the donating provider per their policies
  • Monitor and Resolve tasks from the billing system (CSG) and provisioning systems
  • Additional duties include daily SMB or Residential reports, making outbound calls to providers regarding getting concurrence in SOA (Service Oder Administration) for order completion and provisioning tech install and self-install and tech orders

PAC 1 (Provisioning and Activation Coordinator)

Spectrum
03.2019 - 02.2021
  • Inbound and Outbound call center, handling calls concerning resolving residential and commercial order exceptions
  • Analyzing and Resolving LNP (Local Number Portability) failures
  • Processing failures such as TPV Completion, LNP Errors, Port In exceptions which include obtaining, tracking, and submitting service orders to the donating provider per their policies
  • Monitor and Resolve tasks from the billing system (CSG) and provisioning systems
  • Additional duties as required which may include customer escalations, daily SMB or Residential reports, making outbound calls to providers regarding getting concurrence in SOA (Service Oder Administration) for order completion and provisioning self-install orders

Education

High School Diploma -

Hazelwood East HS
St. Louis, MO

Microsoft Excel Certified -

Lean Six Sigma Green Belt -

Skills

Port In/Port Out Telephone Numbers

Accomplishments

  • Gold Star Recipient, 01/01/20
  • Keys To Success Discretionary Award, 05/01/22

Phonenumbers

314-222-1119, 314-695-7159

References

Available upon request

Timeline

SMB Sales Coordinator

Spectrum
10.2022 - Current

PAC Lead (Provisioning and Activation Coordinator)

Spectrum
05.2021 - Current

PAC 2 (Provisioning and Activation Coordinator)

Spectrum
02.2021 - 05.2021

PAC 1 (Provisioning and Activation Coordinator)

Spectrum
03.2019 - 02.2021

High School Diploma -

Hazelwood East HS

Microsoft Excel Certified -

Lean Six Sigma Green Belt -

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Kawana Dent