Professional Experience
IntelliWave LLC
Special Projects and Provisioning Coordinator — Jan 2016 to Present (Remote)
- Led team in rolling out new product offerings to customers, including Gigabit Fiber To The Home, Television, and Whole Home WiFi services.
- Developed and distributed best practices instructions for both field techs and CSRs, along with manuals and support documents for employees and customers.
- Performed as liaison between customers and engineers to ensure successful services turn-up, as well as between our vendors and employees for new product rollouts.
- Worked hand in hand with B2B sales representatives in determining appropriate customer solutions.
- Scheduled and provisioned installation of Gigabit Fiber to the Home Internet, VOIP phone, and IPTV services.
- Administered middleware for Calix-based GPON FTTH customer network, Minerva-based television services, and VOIP phone services.
- Responsible for GIS map creation, customer and census data analysis and manipulation.
- Developed tools to assign work and track performance for fiber outside plant construction.
- Analyzed and reported data biannually to Federal Communication Commission for 477 reporting.
- Supported on-site field technicians and CSRs.
IntelliWave LLC
Assistant Customer Service Manager — Jan 2013 to Dec 2016 (Remote)
- Administered POS, customer email, and call center telephone systems.
- Trained and supervised customer support representatives in sales, billing, and technical support.
- Handled customer escalations to satisfaction.
IntelliWave LLC
Customer Service Representative — Jun 2010 to Dec 2013
- Scheduled and dispatched field technicians.
- Fielded inbound commission-based sales, tech support, billing, and all other customer inquiries.
- Level one network infrastructure maintenance and monitoring.
Ohio University
Graduate Teaching Assistant in Voice — Sep 2008 to Jun 2012
- Taught college courses in voice for instrumental music education majors and non-music majors.
- Production assistant to the director of Opera.
- Performed as soloist and ensemble member in various productions.
Uniboard Fostoria, Inc
Customer Care Representative — Jun 2008 to Sep 2008
- Primary contact for B2B customer issues; including order entry, fulfillment, billing, and shipment.
Uniboard Fostoria, Inc
Production Planner/Traffic Coordinator — Apr 2006 to Jan 2008
- Planned 24/7 production schedules based on production line changeover efficiency, order priority, and raw material inventory.
- Developed relationships and scheduled shipments with OTR trucking companies and railroads.
Best Buy Stores Inc
Retail Sales Associate — Oct 2005 to Apr 2006
- Sold, delivered, and installed home computers, electronics, and appliances.
Midwest Communications LLC
Call Center Manager, Assistant Call Center Manager, Lead Customer Care Professional, Technical Support/Dispatch — May 2001 to Apr 2005
- Instrumental in the establishment of two call centers for a Wireless Internet Service Provider and one of the nation’s largest Dish Network retailers.
- Responsible for training, hiring, and supervision of 15 member call center.
- Ensured a satisfactory solution to escalated customer issues.
- Administrator of T1 and POTS telephone system.
- Sales and Support for wireless internet and satellite TV customers.
Millennium Security Services
Operations Manager, Office Manager, Office Clerk — Sep 1999 to Apr 2001
- Sold, installed, and serviced residential and commercial security and fire systems.
- Administered all company computer systems and office network.
- Coordinated and dispatched contracted installers.