Rosalind Matthew
Rochester,NY
Summary
- Proficient problem solving and conflict resolution skills
- Proven ability to multi-task in a fast paced environment
- Strong attention to detail and organization
- Proven ability to work independently as well as with a diverse team of individuals
- Experienced in Microsoft Applications
Overview
22
22
years of professional experience
Work History
Spec I-Enterprise Repair Answer
WINDSTREAM
- Repair tickets for Enterprise and Small Business Customers
- Answer all inbound calls from our customers, internal or external, regarding any trouble or service issue they might be experiencing across the entire Windstream Enterprise product
- Create and assign Customer Incident Reports to the Enterprise Repair Center Technicians with all required customer and product information
- Utilize multiple systems to verify customer services and perform low level trouble isolation tasks when services are not working correctly
- Provide excellent customer service by promoting Open communication with our customers in their most critical situations.
Billing Integrity/Order processing Specialist
5LINX
- Responds to Customer Support E-mail inbox
- Process account closure and various requests from Account Management
- Monitor customer accounts to reflect proper status and balance
- Use RT system to update residential accounts per request
- Provide support to residential accounts to reflect proper status and balance
- Use RT system to update residential accounts per request
- Responds to GOBALINX Mobi Mobile email inbox
- Process Transfer of Liability requests bi-weekly
- Assists/implement departmental training for GLOBALINX as needed.
Customer Care Rep
- Responsible for providing customer support to GOBALINX VoIP customers and sales representatives
- Interface via phone, email, and internal trouble shooting systems with the front-line technical support team.
Project Coordinator II
WINDSTREAM
08.2014 - Current
- Thorough knowledge of Windstream provisioning systems
- Responsible for number porting, verified CSRs and submitted LSRs as well as scheduled ports with losing carriers
- Responsible for submitting ASRs for DS1, Ethernet and Fiber Optic circuits
- Managed multiple projects in different stages simultaneously to meet customer deadlines
- Initiate appropriate level of escalations, both internally and externally on orders in jeopardy of missing scheduled dates
- Collaboratively work with Sales and Account Managers to new and existing customer orders in the OSS systems
- Facilitate contract kick off meetings with Sales, Engineering, Account Managers and customer throughout the implementation of new services on the Windstream network
- Scheduling and coordinate the delivery circuits and the order of equipment to customer's premise
- Perform contract and project profitability reviews and work with Sales and Division Managers as needed
- Prepare for and attend weekly customer meetings until the installation of services
- Work with Management to define project revenue dates and prepare monthly forecasts.
Marketing Administrator
5LINX
11.2010 - 08.2014
- Purchase order management
- Rep Kit component supervision-monitoring contents
- Maintain overall content database- to ensure all versions of rep kit items are updated
- Maintain weekly status report of jobs and oversee the big picture of projects
- Order supplies for the department
- Plan travel, events and regional training events
- Support the project management software 'Basecamp'.
Borg & Ide Imaging
08.2008 - 11.2010
- Ensures accurate and thorough documentation and completion of all necessary paperwork on time
- Ensures accurate data entry into the RIS system for each patient
- Works with patients to obtain complete and correct insurance information, discuss eligibility results, and discuss alternative payment methods.
One Communications
02.2005 - 06.2008
- Responsible for working with LEC's such as AT&T, Verizon, and CLEC's to acquire phone lines ad DSL service for installation on One Communications network
- Coordinate change management requests with appropriate filed technician resources for various small to mid size businesses as well as wholesale residential clients
- Thorough knowledge of METSOLV, TBS, and LEX provisioning systems.
ACC Business, a Division of AT&T
01.2004 - 02.2005
- Assist business customers with telecommunications services for Long Distance, Toll Free, & Dedicated services
- Assist ACC Business Sales Agents with account maintenance and order generation.
Frontier, A Citizens Telecommunications Company
09.2001 - 03.2003
- Assist with identification, analysis and resolution of billing issues for any of one of the seven AS/400 platforms for telecom services to customers nationwide
- Distribution and management of projects to generate revenue, manage heat tickets for billing and service repair issues.
Education
Communication -
SUNY Brockport
Brockport, NYPMP Certification in Progress
Skills
- Created supporting documentations for systems Process and procedures with Vendors/LECS
- Remedy Ticketing software for field tech dispatch and trouble ticketing
- JIRA Ticketing for procurement and shipping
- Micro Soft SharePoint for project planning & traking
- Strong understanding of PBX, Ethernet and Fiber Optics
- Excellent communicator that collaborates with team members and vendors to achieve goals
- Expertise in the implementations of voice and data circuits ASR/LSR ordering
- Capable of explaining complicated telecommunications concepts to non-technical professionals
References
FURNISHED UPON REQUEST
Timeline
Project Coordinator II
WINDSTREAM
08.2014 - Current
Marketing Administrator
5LINX
11.2010 - 08.2014
Borg & Ide Imaging
08.2008 - 11.2010
One Communications
02.2005 - 06.2008
ACC Business, a Division of AT&T
01.2004 - 02.2005
Frontier, A Citizens Telecommunications Company
09.2001 - 03.2003
Spec I-Enterprise Repair Answer
WINDSTREAM
Billing Integrity/Order processing Specialist
5LINX
Customer Care Rep
Communication -
SUNY Brockport
PMP Certification in Progress
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