Joshua Rounds

• Annual reviews evidence high performance:

- - - Productivity - +10% above team average,

- - - Issue Resolution - 1 day vs. 4 day goal,

- - - Velocity - 83% moved thru in 8 days vs. 60% goal.

• Experienced working on complex, million-dollar client accounts comprised of new installs, service moves, product additions, and disconnects/reconnects from contract agreement through handoff at service readiness.
• Identify correct intake procedure for incoming projects, proactively communicating and aligning compliance to appropriate business rules as defined by product, billing, tech ops, 3rd party involvement needs.
• Experienced building strong relationships with cross-functional teams including, legal, field operations, finance, sales, construction, and engineering resources.
• Collaborate with internal stakeholders and external clients to develop and drive comprehensive project plans, ensuring key milestones are delivered in a timely and accurate manner based on tasks, goals, time frame requirements, and by identifying and mitigating project risks.
• Manage multiple (up to 60 sites) order / implementation projects simultaneously, delivering results within SLA while maintaining high-quality standards without turnbacks; inclusive of high out-of-footprint site % requiring additional coordination and management of external vendors /contractors to complete.
• Assess operational performance and identify areas of improvement, recommending adjustments to processes and within systems, maintained by strengthening communication with cross-functional teams, facilitating a seamless flow of information for faster decision-making.

• Accountable for ensuring accurate post-Sale Complete order entry into the billing system.
• Utilized systems, tools, and critical thinking to identify, analyze, and resolve complex problems preventing orders from moving through implementation.
• Mentored junior team members for career advancement, fostering a culture maximizing team agility and performance.

• Ensured client satisfaction by entering, handling, expediting and escalating order and contract-related activities.
• Validated orders for completeness, accuracy and commission eligibility and provided post-sales monitoring, escalation and resolution support.
• Collaborated with sales team to qualify potential leads through discussion of product and service needs, laying groundwork for selection of powerful combinations of product and service offerings.

• Selected as one of a small, high-performing team to be trained on fiber technology and able to handle both installs and troubleshooting, allowing the opportunity to train and oversee newer fiber team members.
• Diagnosed and troubleshoot client and infrastructure issues, utilizing tools and resources to insure timely completion of escalated problems.
• Performed installations, disconnects, reconnects, service upgrades and downgrades, and relocations for single-family residential and multi-dwelling units.
• Proficient with network, hardware, and software architecture, engineering, and diagnostics.
• Familiarity with standards and security procedures such as: TQA, FCC, OSHA, NEC, NESC and specific Spectrum codes, while integrating all services (telephone, internet, cable).

• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Achieved top performance by strategically adapting to rapidly changing, competitive environment.