Stephanie Ginsberg
Seattle,WA
Summary
Experienced Telecommunications Professional bringing thirty years of quality performance in customer supporting roles. Skilled in mentoring team members to deliver exceptional service through effective communication and positive performance feedback. Accustomed to addressing customer dissatisfaction and managing competing priorities with superior results.
Overview
23
23
years of professional experience
Work History
Customer Care Manager II
Lumen
04.2017 - 11.2023
- Project Manager position in charge of all customer communications or escalations pertaining to new installation of Wavelength (DWDM), IPVPN, SIP and DIA services
- Responsible for effective and proactive pre-sales engagement which includes product compliance, to ensure supportability and solutions definitions
- Initiates and tracks the timely and accurate progress of new, move, changes and disconnect orders
- Owns and creates service delivery and service management performance review presentations.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
Sales Support Associate
Level 3 Communications
04.2014 - 04.2017
- Responsible for developing a comprehensive understanding of the company's internal sales systems and processes while acting as the subject matter expert for all internal questions and escalations
- Support the sales team by providing timely responses from internal teams and systems
- Provide direct sales support utilizing organizational and project management skills
- Perform administrative changes to internal quoting system including workbook order entry
- Assist sales team with pricing and quoting group requests and sales credit verifications
- Partner with Business Process Engineering group to identify areas of process improvement
- Assist in sales funnel management by identifying committed sales
- Expedite sales process by facilitating requests with appropriate internal groups, coordinating completion, and ensuring timely responses
- Facilitate service inventory investigation.
- Enhanced team productivity by streamlining sales support processes and procedures.
- Developed comprehensive knowledge of company products and services to effectively address customer inquiries.
Network Cost/ Circuit Provisioning Coordinator
T-Mobile
08.2010 - 06.2013
- Support Project management in opening new retail stores and call centers as well as upgrading existing service
- Work with telecommunications Vendors covering all fifty states and Puerto Rico
- Quickly and effectively solve internal customer challenges
- Maintain quality control and inventory records.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Customer Support Specialist
Netstar Communications Inc.
10.2008 - 05.2009
- Worked with national Telecommunications vendors to install services to customers
- Provided quotes to sales staff and clients
- Reconciled billing and service issues on behalf of clients
- Audit invoices and Customer Service Records.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Telecommunications Analyst
Wilbur Ellis
01.2005 - 07.2008
- Negotiate all contracts with Telecommunication service and equipment vendors
- Reconciled billing and service issues with Telecommunications vendors
- Coordinate timely installation of services and equipment
- Maintain inventory of all Wireless and Telecommunication services.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to budget constraints.
- Conducted regular audits of telecom infrastructure to verify compliance with regulatory standards and internal policies.
Inside Sales Representative
Anixter international
06.2003 - 03.2004
- Provide Quotes and Order Specifications
- Supply customers with order delivery updates
- Provide dedicated Customer Service and Account Management.
- Answered customers' questions regarding products, prices, and availability.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
Implementation Engineer
MCI WorldCom
07.2000 - 12.2002
- Coordinate the timely installation of Voice and Data Services
- Incorporate and translate extensive technical knowledge of Voice, Data & Internet product specifications into working and functional customer network applications
- Collaborate closely with Technical Consultants to ensure proper network configuration compatibility and installation
- Provided dedicated customer service and account management dedicated Customer Service and Account Management.
- Implemented operations and installations for turn up of SONET and OPTICAL systems.
- Developed customized solutions tailored to each client''s unique needs, boosting user experience while driving results-oriented outcomes.
- Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
- Worked with technical staff on system audit to execute implementations on time and within functional parameters.
Education
B.A. in Sociology -
Seattle University
Seattle, WA06.1994
Skills
- Customer Service
- Training and mentoring
- Schedule Management
- Sales Support
- Escalation management
- Delegation and Supervision
- MS Office
Personal Information
Title: TELECOMMUNICATIONS PROFESSIONAL
Timeline
Customer Care Manager II
Lumen
04.2017 - 11.2023
Sales Support Associate
Level 3 Communications
04.2014 - 04.2017
Network Cost/ Circuit Provisioning Coordinator
T-Mobile
08.2010 - 06.2013
Customer Support Specialist
Netstar Communications Inc.
10.2008 - 05.2009
Telecommunications Analyst
Wilbur Ellis
01.2005 - 07.2008
Inside Sales Representative
Anixter international
06.2003 - 03.2004
Implementation Engineer
MCI WorldCom
07.2000 - 12.2002
B.A. in Sociology -
Seattle University
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