lisa teague

Responsible for project management, implementation and coordination of all installations. Responsibilities include inputting orders, gathering information from sales team and customers, and tracking the order process form initiation of order through installation. Also responsible for coordinating the due date and installation with the customer.

* Provide account level customer support to an assigned portfolio of top revenue generating customers for Commercial and Indirect Sales. * Implement customer retention strategies in support of churn objective. * Responsible for contract renewal and account “saves” in assigned portfolio. * Manage trouble tickets in Remedy, where intervention is necessary. * Manage and handle account level billing issues via Legacy XO systems. * Manage MACD orders via LINX/TBS created by ARM’s. * Collections on accounts receivable, when necessary. * Responsible to partner with account team and other key functional areas to ensure overall customer satisfaction within portfolio.

* Proven success in penetrating new markets and developing new business * Proven record of accomplishment and over-achievement of goals * Field resource for the XO Product Portfolio * Diligence in entering leads in Linx systems or other sales tools including; Remedy, IOM, and Outlook. * Assist customers in telecom service upgrades & maintenance as well as billing adjustments

* Customer Service * Processed orders for Switched/Dedicated Dial Direct Service, Switched 8xx, Frame Relay, Private Line for Long Distance including Qwest. * Responsible for receiving orders from the BB sales teams, validating order packages and then entering customer order information into Avalon order tracking and order management system. * Contact the sales teams to obtain missing order information and escalating as needed. * Disconnect, moves, add and change of existing service.

* Processed Frame Relay/Data Orders for the entire Government Department including ILEC group such as Qwest and US LEC. * Provides the review and verification of Frame Relay service orders for accuracy and timely submission. * Responsible for interfacing with customer for validation of all ordered services to ensure order accuracy. * Responsible for tracking orders utilizing Intermedias systems, resolve jeopardizes and provides status to sales and management. * Works closely with Sales/SE to validate technical information for order accuracy. * Responsible for maintaining original order paperwork for customer contract. * Assists managers with training requirements for Account Consultant Teams and Sales organization. * Responsible for facilitating MAC (move, add and changes) for existing customer base. * Provide information used to compile mission critical forecast and revenue reports for Government/Sales.

Conducts analysis and research to develop network plans for interconnection Trunking with ILECs, CLECs and IXC carriers.. Monitors the Network to ensure adequate network capacity to meet customer service demand, determine number of inter office trunks needed for DS0 and DS1 capacity.

* Provide customer service follow-through to include customers inquires, installation coordination, dispatch, billing, credit adjustments, service delivery status, document request/faxing. * Responsible for scrubbing contract packages and submitting Order Entry. * Manage trouble tickets and make Billing changes for existing customers. * Provides support for Sales Department staff and related functions by following through with department personnel and customers as required. * Implementation of sales orders including coordinating and scheduling support with customers, inter-exchange carriers and internal personnel * Post installation follow-up calls.