Monterrio Clonts

• Coordinated and facilitated complex customer orders for advanced voice and data services from point of sale to installation.
• Served as central liaison for sales teams and solutions engineers, managing high-value strategic accounts.
• Collaborated with technical support teams to manage escalations and ensure timely resolutions within SLAs.
• Ensured contract compliance by approving or correcting submissions as necessary.
• Identified opportunities to enhance processes and assisted in developing procedures for new product introductions.
• Managed projects of various scales, tracking milestones, budgets, resources, and changes using formal methodologies.
• Achieved over 98% SLA compliance and maintained 99% quality scores, consistently earning quarterly performance bonuses.

Resolved issues with hardware for wireline contracts while maintaining customer satisfaction.

Collaborated with implementation project managers to achieve all project goals.

Collected customer feedback and executed process improvements to enhance efficiency.

Recommended appropriate solutions based on extensive technical knowledge.

Implemented technology solutions to meet objectives and manage initiatives.

Supported new technology rollouts and addressed technical challenges during implementation.

• Collaborated with clients to gather requirements and define project scope.

Resolved wireless contract compliance issues through collaboration with business sales associates and internal customers.

Addressed sales non-compliance concerns and provided timely responses to inquiries.

Answered non-technical questions regarding contract and financial documentation requirements.

Reviewed orders to ensure accurate storage of current contracts and funding documents.

• Facilitated customer inquiries regarding product offerings and service plans.
• Educated customers on emerging technologies and promotional opportunities.
• Established new accounts for home phone, internet, satellite, and wireless services.
• Managed follow-up communications to enhance sales performance.