mary soukup

* Began implantation of the Agile process to include daily standups for a new Alorica website. * Involved in all phases of Project Lifecycle management including analysis, design, testing, approval, implementation and post implementation in accordance with core Software Development Life Cycle. * Coordinated meetings and facilitate discussions across different business units throughout projects. * Provided management with status reports detailing all status and timelines. * Followed all steps to close projects, which included conducting meetings, completing project * reports, and maintaining completed project files. * Created Use Cases for a new payroll portal cutting down manual validation time by over 50%. * Back up for Production releases for Customer Relationship Management systems. * Created an OnBoarding document for new hires.

* Maintained accuracy of carrier database containing 10,000 toll free numbers and direct inward dial number. * Provisioned toll free and direct inward dial numbers with Verizon, AT&T, Sprint, HyperCube, WIPC, as well as International numbers. * Assigned routing digits and DNIS for both Client and Non Client of Record in the Carrier Database. * Utilized AT&T Route It software to create new routing plans, add, modify or move numbers to the appropriate routing plan and assign allocation of trunk group percentages. * Worked directly with Capacity Management for trunk group assignments for load balance. * Completed Lotus Notes requests from Business Units guaranteeing accuracy and ensure timelines were met. * Assisted in resolving issues for customers by researching and querying Carrier Database, and * maintenance tickets. Documented all issues and new processes and uploaded to SharePoint

* Provided a single point of contact for the clients, technicians and sales reps from receipt of provisioning orders through successful delivery of the project. * Order management of 20 to 30 voice services projects simultaneously. * Established excellent customer working relationships with customer, sales and technicians. * Input and track new projects, changes, and disconnect orders in various provisioning systems. * Conducted customer status calls throughout the Lifecycle order ensuring project completes within the required timeframe. * Escalated to management any situation that could adversely impact the service provided to the client. * Ensured that network services were accurately implemented into all necessary business, operational, and billing environments. * Scheduled and participated in cutovers for services ordered, often required attention after normal working hours. * Received Star Award for outstanding customer service.