Skilled and astute project manager with 18+ years of experience advising global enterprises on strategic initiatives. Proven track record of successfully delivering projects by leveraging strong organizational skills to coordinate tasks and collaborate with internal and external teams. Demonstrated ability to establish overall account health through seamless communication with stakeholders, whether for day-to-day tasks or large-scale projects based on account auditing. Guided multiple cross-functional teams in driving transformative projects, enhancing operational efficiency. Proficient in global market analysis and stakeholder management.
Hi, I’m
Rantonio Henryhand
Columbia,MD
Summary
Overview
19
years of professional experience
Work History
Verizon Wireless
GCO Global Enterprise Advisor
04.2024 - Current
Job overview
- Consulted with external customer (SPOCs), sales representatives, and internal departments on extensive project request
- Build rapport to assist in building overall health of managed accounts
- Audit of PO submission for billing
- Dept of Defense for State of Virginia
- Contract Mitigation
- Use of Excel to build special reports for month account reviews
- Working closely with the key partners to maintain a continuous flow of information specific to project status, and to identify potential issues and/or opportunities
- Help manage/worked large projects from initiation to closing
- Utilizing Salesforce (SFDC) for reporting, analysis, Quarterly Business Review (QBR) generation and participation, action planning and funnel management activities
- Maintaining up-to-date client account profiles and oversight of contract deliverables
- WFM (Work Flow Manager) to maintain priority of request
- Reassign to proper fulfillment teams
- Send proper templates for confirmation/completion of request
- Processed and verified 10-15 invoices per month, ensuring timely and accurate payments made to VZW
- Collaborated with vendors and clients to resolve discrepancies and maintain strong working relationships
- Processed and monitored invoice payments related to contract agreements, ensuring timely and accurate financial transactions
- Coordinated with cross-functional teams to ensure contact milestones were met and budgets remained on track
Verizon Wireless
BGCO Global Enterprise Advisor
03.2019 - 04.2024
Job overview
- Consulted with external customer (SPOCs), sales representatives, and internal departments on extensive project request
- Build rapport to assist in building overall health of managed accounts
- Utilizing Salesforce (SFDC) for reporting, analysis, Quarterly Business Review (QBR) generation and participation, action planning and funnel management activities
- Maintaining up-to-date client account profiles and oversight of contract deliverables
- WFM (Work Flow Manager) to maintain priority of request
- Reassign to proper fulfillment teams
- Send proper templates for confirmation/completion of request
- Implementing and tracking multiple projects for assigned accounts to meet customer deadlines while maintaining priority amongst all accounts
- Use of Excel to build special reports for month account reviews
- Working closely with the key partners to maintain a continuous flow of information specific to project status, and to identify potential issues and/or opportunities
- Help manage/worked large projects from initiation to closing
- Employing Life Cycle Management techniques to improve performance in strategic priorities including Churn, Customer Relationship, and Digital Adoption
- Collaborating with field partners to find opportunities for increased penetration and opportunities to improve life cycle management indicators
- Manage national accounts, Consolidated Edison, Fischbein, Crossmark, Total Safety, ABB, UPMC, Hayward Baker
Verizon Wireless
BGCO Coordinator/Representative
03.2008 - 01.2019
Job overview
- Provided support to internal and external customers through equipment order processing and account maintenance transactions for National, Major, and SMB (Small/Medium Business) Accounts using WFM sort based on given priority
- Support of the BGCO and partnering with the Business Sales Channel to service our customers, assist with escalations, and handle large research requests as required
- Completed all requests sent through Workflow Manager (WFM) with accuracy and in a timely manner ensuring commitment times to our customers are maintained
- Provided online support as needed and will answer all account, equipment ordering, and My BIZ/VEC related questions
- Provided daily customer support by completing equipment orders and maintenance requests for our business customers, including Enterprise and Government, using the Zero-Defect methodology while maintain 100% quality
- Provided written and verbal clarification and direction to internal and external customers on questions related to corporate accounts
- Ensure every request is processed within the company’s compliance guidelines assist with handling escalations and large research requests
- Direct support to customers via phone and email
- Take appropriate steps to validate customer information to ensure first contact resolution
- Lead trainer for new applicants of the BGCO Coordinator role
- Maintained an in-depth level of knowledge in all order processing procedures, account maintenance transactions, and related compliance requirements
- Ensured every customer interaction provides the highest level of satisfaction
- Proactively gained experience and knowledge of systems utilized by the BGCO to facilitate resolution of all requests received
- Provided guidance on using MB/VEC and educated customers on the benefits of self-serve
- Utilized product and service knowledge to ensure all information provided is accurate and every transaction completed is beneficial to our customer
- Identify opportunities to drive growth, MYBIZ portal utilization and proactive solutions
- Performed research /analysis on corporate liable accounts and make sound decisions to ensure our customers are receiving the full benefit of all products and services Verizon Wireless offers
- When possible, work to identify growth opportunities with every customer request received
- Demonstrated personal commitment by adhering to VZW code of conduct and guidelines in all areas of work
- Provided peer to peer coaching and feedback on an as needed basis
- Assisted in various special projects on an as needed basis
- Personally demonstrate and assist others in accessing and adhering to VZW code of conduct and guidelines in all areas of work
- Cooperated with team members to plan and schedule time off
- Demonstrated personal commitment to work effectively and become a valuable member of the VZW team
- Review orders and identify points of process breakdown and suggest resolution where possible
- Proficient in Excel and Microsoft office tool when creating customer reporting and analysis
Verizon Wireless
Retail Customer Service Representative
08.2006 - 05.2008
Job overview
- Primary responsibility of this position is to provide exceptional customer service to individuals visiting the Verizon Wireless store
- As a member of the store team, the incumbent(s) should strive toward helping the store achieve its financial and customer service goals
- Provided exceptional customer service to individuals visiting the Verizon Wireless store, including greeting customers and assessing their needs
- Exhibited quality customer service from greeting point through departure; ensuring that all aspects of a customer’s needs are met and that every customer has a positive experience
- Answered phones and responds to customer inquiries in a timely manner
- Other duties include service activations, processing ESN (electronic serial number) changes and bill payments, responding to billing inquiries, equipment replacement, and processing price plan changes and upgrades
- Ensured that all appropriate documentation and data entry is complete
- Assisted in the administrative functions of the store, including cash management and asset protection of store inventory
- Reconciled cash, bank deposit, safe fund/till fund, daily financial transactions, and follow bank deposit procedures
- Performed reporting functions as required
- Individual may sell phones and accessories in the event of high store volume or absence of sales representative
Adecco/Verizon Wireless
Greeter
10.2005 - 05.2006
Job overview
- Greeted customers gently and warmly within 30 seconds of entry
- Stocked Floor with accessories, brochures, etc
- Assisted with plan-o-grams changes
- Closed down by clearing phones of text messages, calls, etc
- Took down phones each closing night for recharging for the next sales day
Education
Strayer University
BBA from Project Management
University Overview
ITT Technical InstituteOwings Mills
Associate of Applied Science from Informational Technology
11-2007
University Overview
Skills
Interpersonal Skills
Contract Review
Purchase Order Audit/Billing
Adaptability
Training
Time Management
Customer Engagement
Problem Solving
Project Management
Team Building
Microsoft Office Tool (PowerPoint, Word, Excel)
ACSS
Info Manager
WFM (Workflow Manager)
SDFC (Salesforce)
Customer Support
Relationship Building
Decision Making
Multitasking
Reporting
Written and Communication Skills
Presenting
Contract Invoicing
Contract Mitigation
Purchase Orders
Accomplishments
Accomplishments
- Collaborated with team of 4 in the development of suggested auditing KPIs.
- Supervised team/ Training Assistant of 25+ new employee members.
- Built Project of over 8000+ with new lines and upgradable lines of service for CON EDISION.
- Used Microsoft Excel to develop PO/ Contract tracking via spreadsheets.
Timeline
GCO Global Enterprise Advisor
Verizon Wireless
04.2024 - Current
BGCO Global Enterprise Advisor
Verizon Wireless
03.2019 - 04.2024
BGCO Coordinator/Representative
Verizon Wireless
03.2008 - 01.2019
Retail Customer Service Representative
Verizon Wireless
08.2006 - 05.2008
Greeter
Adecco/Verizon Wireless
10.2005 - 05.2006
Strayer University
BBA from Project Management
ITT Technical Institute
Associate of Applied Science from Informational Technology
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