MELANIE TORRES
Alexandria,VA
Summary
Telecommunications professional with 10+ years of industry experience with diversified skill sets to include project management, administrative support, client relations, SalesForce training & support, vendor relations, contracts administration, provisioning, process development & documentation, network cost analysis, and dispute management. I significantly enhanced efficiency at Verizon Business Group by streamlining third-party LEC/CLEC decommission processes. Skilled in Microsoft Office and adept in fostering carrier relations, my work has consistently led to cost savings and improved customer support, showcasing a results-driven approach with a keen focus on achievements.
Overview
14
14
years of professional experience
Work History
Business Support Professional - II
Pyramid Consulting Inc
09.2022 - 07.2023
- Worked with multiple teams and stakeholders to manage the third-party copper decommission project
- Collected and analyzed data from a variety of data sources for ongoing evaluation
- Assisted in creating, documenting, and implementing third-party LEC/CLEC copper circuit decommission process flows to improve efficiency while preventing service interruption
- Tracked circuits from third-party LEC/CLEC decommission notification through disconnect completion
- Coordinated with Billing and Sales teams to ensure decommissioned circuits were removed from both vendor, and customer invoices
- Coordinated with Sales and Service Delivery teams to ensure replacement services were installed prior to third-party LEC/CLEC circuit decommissions to prevent service interruption
- Conducted circuit research in multiple systems to verify accuracy of customer and circuit information
- Provided a monthly project report for Executive team members
Off-Net Service Delivery Coordinator
Cogent Communications
12.2014 - 08.2021
- Created, documented, and implemented third-party LEC/CLEC Ethernet circuit disconnect process flows, improving efficiency and cost optimization
- Updated and maintained circuit records in all systems
- Conducted disconnect training for new provisioning team members
- Served as Primary Point of Contact for disconnection of Ethernet (fiber and copper) circuits installed through a third-party LEC/CLEC
- Communicated with customers whenever equipment recovery or customer ordered cross-connect disconnect activities were required
- Placed orders with LECs/CLECs for local access services to disconnect circuits from the Cogent Network, primarily Ethernet local access (10Mb, Fractional GIG, Full GIG)
- Tracked order milestones and resolved issues as necessary to manage disconnect orders to completion
- Coordinated with internal Cogent departments such as Billing, Terminations, and Customer Support to ensure the completion of disconnects took place in a timely fashion without interrupting active services
- Was responsible for ordering third-party cross-connects for team members to assist with the installation of Ethernet circuits
- Processed Renewal, EVC Upgrade, and Name Change Orders
Network Cost Audit Analyst
Allied Telecom Group, LLC
03.2013 - 12.2014
- Performed audits to ensure accuracy and completeness of vendor invoices
- Analyzed contracts and invoice details to identify cost savings by identifying billing discrepancies
- Member of the MSA (Master Service Agreement) Review Team
- Reviewed Vendor MSA to identify and negotiate key cost savings components and billing terms
- Managed projects to verify pricing accuracy for purchasing any initial inventory of Allied customer circuits, infrastructure circuits, and other third-party network components
- Worked with telecommunications vendors to file disputes and resolve billing issues
- Provided a dispute report to Accounts Payable to ensure accurate accounting and accruals
- Identified opportunities for cost optimization and critical issues and provide recommendations to management
- Developed and documented processes to improve existing methods
Provisioner
Allied Telecom Group, LLC
12.2012 - 03.2013
- Coordinated implementation of disconnect activities for dedicated internet and transport circuits
- Updated and maintained circuit records in all systems
- Sent notice to finance of customer disconnects to ensure proper billing
- Documented circuit disconnection process
- Conducted disconnect training for new provisioning team members
Service Contract Specialist
Allied Telecom Group, LLC
08.2009 - 11.2012
- Processed customer contracts to ensure contracts accurately reflected customer address, contact information, products, and pricing
- Assisted with review and approval of terms and conditions modifications for customer contracts
- Reviewed contracted services to verify custom solutions received approval from Engineering Department
- Utilized CoStar database to identify leads for Sales Department
- Recorded monthly revenue for Finance Department
- Conducted SalesForce training for Sales Representatives
- Validated the customer's location and street address to determine qualification for dedicated internet access and transport services
- Submitted requests for pricing to vendors via email or online tools and relayed information back to Sales for inclusion in the proposal to the customer for dedicated Internet access and transport services
- Member of the Development Investment Review Team (DIRT)
- Responsible for recording and distributing action items assigned in DIRT
Receptionist
Allied Telecom Group, LLC
05.2009 - 08.2009
- Greeted guests and routed deliveries
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events
- Coordinated travel arrangements, including booking airfare, hotel, and transportation
- Managed office supplies, vendors, organization, and upkeep
- Answered and managed incoming and outgoing calls while recording accurate messages
- Properly distributed incoming mail
- Maintained a clean reception area, including lounge and associated areas
Education
Network Engineering Certificate -
Strayer University
Sterling, VA01.2002
Skills
- Microsoft Office
- Project Management
- Microsoft Windows
- Employee Training
- SalesForce
- Invoice & Accounting Skills
- QuickBooks
- Data Analysis
- Contracts Administration
- Customer Support
- Remedy Ticketing System
- Typing (60wpm)
- Office Administration
- Process Development
- Process Documentation
- Carrier Relations
- Provisioning
Accomplishments
- Earned the 20 Meg Award in 2009 for outstanding service, superior expertise, initiative, teamwork, and interpersonal skills.
- Awarded Employee of the Year 2010 for exemplifying Allied Telecom's core values - Stewardship, Integrity, Empowerment, CaNI, and Excellence.
Timeline
Business Support Professional - II
Pyramid Consulting Inc
09.2022 - 07.2023
Off-Net Service Delivery Coordinator
Cogent Communications
12.2014 - 08.2021
Network Cost Audit Analyst
Allied Telecom Group, LLC
03.2013 - 12.2014
Provisioner
Allied Telecom Group, LLC
12.2012 - 03.2013
Service Contract Specialist
Allied Telecom Group, LLC
08.2009 - 11.2012
Receptionist
Allied Telecom Group, LLC
05.2009 - 08.2009
Network Engineering Certificate -
Strayer University
Similar Profiles
Yvette ThomasYvette Thomas
Case Manager at Pyramid Consulting IncCase Manager at Pyramid Consulting Inc
Olabisi LasisiOlabisi Lasisi
CPOE Analyst Liaison at Pyramid Consulting IncCPOE Analyst Liaison at Pyramid Consulting Inc
Debbie RiosDebbie Rios
Customer Service Representative at Pyramid Consulting IncCustomer Service Representative at Pyramid Consulting Inc