Description
05/2007- Present
AT&T Advanced Enterprise Solutions- Major Accounts
Sacramento CA. USA
Sales Support Manager
Sales Support Manager is responsible for design and implementation, including the issuance of complex orders for large multi location businesses.(PRI, Centrex, T1, DS2, post cut-over follow-up and customer product upgrade design/redesign. In addition, coordinate/oversee contract maintenance. As part of the provisioning process, establish and maintain a business relationship with the customer to position AT&T as the premier telecommunications provider and keep the sales team involved with any potential sales opportunities. Confirm the design with the customer and give both the customer and account team status throughout the provisioning process. Also handle complex billing and may become involved in service issues.
11/2003 – 5/2007
AT&T Services Inc., Sacramento, CA USA
Senior Training Manager
Schedule internal/external training for client, maximize resources and ensure client priorities are addressed; Maintain effective partnership. Improve efficiencies and value of learning services to the business units. Adhere to appropriate and ethical conduct in accordance with the company professional standards in and out of the classroom. Teamwork - Establish, lead and participate in team projects; partner with design and agree on curriculum delivery standards; communicate, share and promote best practices within the team.
09/2000 - 11/2003
SBC, Tustin, CA USA
Sales & Service Rep/Team Lead
Responsibilities include all aspects of providing specialty care for clients returning from other carriers including
(Vonage, MCI and other CLECs).
Act as a liaison between individual customers and other phone company
representatives. Complete complex orders and issue new service connections as
well as transferring existing service and resolving billing concerns.
Provide information on accounts such as status on pending orders.
Follow-up on work orders and achieve timeliness in completing projects. Ensure
accuracy in all projects and works closely with various departments.
Take a proactive role in upgrading existing service and educate customers
about new products and services. Follow-up on complex work orders and assure
accurate provisioning. 2002- Team Lead, Motivates fellow team members to achieve revenue goals, assist in sales strategies.
03/1989 - 09/2000
Pacific Bell/ SBC, Culver City, CA USA
Directory Assistance Operator
Furnishes 411 information to callers requesting business or residence telephone numbers. Accessing a computer to input alphabetical details to bring up requested listings
Accurately relays information to caller. Deals with all
segments of general public. Handle each call quickly, accurately and
pleasantly to meet customer and company service expectations.
Repeats the same work operation throughout the tour every day.
1990-2003
CWA Union Steward: Served as bargaining unit representative. Assist members with workplace issues. Reviewed statement of work regarding contract interpretation and
implementation.
Negotiated with management agreements, terms and conditions of employment and
office policies.
Education:
Certification, Fiber Optic Technician, 70 Hours Completed
Inc. - Sage Group, Pasadena, CA USA
Certification, Data Communications, 64 Hours Completed
LA Trade Tech College, Los Angeles, CA USA
Certification, Labor Studies
Cal State Long Beach, Long Beach, CA USA
Certification, Administration of Non-Profit
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