KHARY TOLLIVER
Hagerstown,Maryland
Summary
Telecommunications professional with 15+ years of experience, primarily in the areas of service delivery, order fulfillment, field service technician dealer management. Proficiency in performing tasks related to the installation and repair of services to include installs, and MACD orders. Fulfilled customer service requests for circuits. Created and submitted local service requests and access service requests. Work closely with internal and external departments to coordinate and schedule all installations. Process purchase orders according to customers' service level agreements. Provide accurate and timely communication of order milestones to internal and external parties. Passionate about providing exceptional customer service and helping clients meet and exceed their needs.
Overview
11
11
years of professional experience
Work History
FIELD INSTALLATION SPECIALIST
Hughes Network Systems
Gaithersburg, MD
05.2017 - Current
- Facilitate among internal and external teams for Customer installation and activation.
- Manage Procurement to get equipment ordered and sent to customer destination and provide received confirmation.
- Create and manage orders utilizing Hughes web-based systems; responsible for tracking all customer information, assigning dealers to customers, and managing invoices/ payments.
- Create move, add, change and disconnect (MACDs) orders for customers.
- Provide quality service and customer support to dealers and technicians by confirming install orders for internet service, resolving scheduling conflicts, and fulfilling customer service requests.
- Initiate field technician dispatches.
- Maintain dealer relationships by providing regular status and attending meetings.
- Create and analyze reports providing dealer metrics, and customer orders that need to be closed out.
- Manage weekly meetings; provide process updates, metrics, and changes as necessary to internal and external teams.
- Manage customer issues and escalate to Senior Director level if needed.
- Conduct photo audits of Antenna Terminal installations and initiate truck rolls for customer repairs.
- Implemented customer service level agreement (SLA) to meet organizational standards.
- Process RMA (Return Material Authorization) parts in SAP.
- Analyze and resolve billing disputes for dealers and customers.
PROVISIONING MANAGER/ CONTRACTOR
Time Warner Cable
Herndon, VA
03.2016 - 05.2017
- Managed individual customer orders through various readiness stages, ensuring timely completion.
- Communicated project information and confirmed firm order commitment (FOC) dates with customers via email and phone.
- Handled detailed information, working with Telephone numbers and equipment information that required exact order entry with no room for errors.
- Implemented complex data into multiple internal systems, adhering to standardized processes.
- Implemented the customer service level agreement effectively.
- Managed and updated orders with status, keeping records of work done, also communicating with customers.
- Assessed and prepared assigned customer orders for switch conversion using Time Warner web-based systems.
PROVISIONING SPECIALIST/ PROJECT MANAGER
CCI Systems
Iron Mountain, MI
10.2015 - 02.2016
- Managed projects throughout entire life cycle, ensuring timely delivery and alignment with client expectations.
- Coordinated installation of VoIP and dedicated ethernet services, enhancing customer satisfaction through effective execution.
- Led the weekly meetings with all stakeholders involved in the project both internally and externally.
- Served as the main point of contact for any customer escalations.
- Communicated regularly with customers regarding order status, fostering transparency and trust in service delivery.
- Analyzed and fulfilled customer service requests for service including ordering POTS and DIDs.
- Processed move, add, change and disconnect (MACDs) per customer request.
- Called customers to confirm details regarding services. to confirm direct inward dialing, porting information including toll-free numbers and site address.
- Processed toll-free numbers utilizing company web-based responsible organization process.
Education
Associate of Art -
Skills
- Service delivery
- Order management
- VoIP provisioning
- Salesforce
- SAP
- Billing dispute resolution
- Data analysis
- Customer relationship Management
- Quality assurance
- Effective communication
- Attention to detail
- Time management
- Team collaboration
- MS office
- Hughes systems
- Verizon systems
- TWC systems
- Cisco Ordering System
Timeline
FIELD INSTALLATION SPECIALIST
Hughes Network Systems
05.2017 - Current
PROVISIONING MANAGER/ CONTRACTOR
Time Warner Cable
03.2016 - 05.2017
PROVISIONING SPECIALIST/ PROJECT MANAGER
CCI Systems
10.2015 - 02.2016