Calgary, Alberta, Canada
Over 20 years of work experience in Telecommunications. I have knowledge of LAN, WAN, mobile, and satellite networks, as well as the ability to manage several projects and relationships at different levels of the company, keeping close contact with clients to keep them informed about project's development. I am also able to provide support and troubleshooting steps for any kind of network. Fluent in Spanish and English, my expertise make me particularly effective in processes common to multinational clients in a competitive global economy. After finishing the Information Technology program at SAIT Polytechnic, I joined Rogers (former Shaw Communications) and became part of many multidisciplinary teams, where I have demonstrated my leadership and professionalism skills.
Participating on multiple projects to streamline and implement changes to internal processes and complex product delivery. Providing couching and support for new Delivery Specialists joining our team. Assisting team Managers during interview processes. Promoting collaboration with other teams. Advantage Product implementation and Sales Engineering (voice and data over coax, FTTP and dedicated fiber). Call flow designing. Managing many projects at once while providing impecable customer experience. Providing effective customer coaching with Advantage products including online GUI, phone sets, and various other product developments as required. Providing proactive and professional communications to customers. Promoting collaboration with other departments and teams in order to provide the best customer experience. Subject Matter Expert for high complexity products. Fostering opportunities within our team to have shadowing experiences when required.
Advantage Product implementation and Sales Engineering (voice and data over coax, FTTP and dedicated fiber). Call flow design to fit client business needs. Manage many projects at once while providing a high touch customer experience. Provide effective customer coaching with Advantage products including online GUI, phone sets, and various other product developments as required. Provide proactive and professional communications to customers. Work to implement changes and interventions by maintaining project visibility. Promote collaboration with other departments and teams in order to provide the best customer experience. Support my leaders by offering myself to provide training for new hires, become an SMB for high complexity products, and provide constant guidance to my teammates. Create opportunities within our team to have shadowing experiences when required.
Project Management of Managed Services, SmartVoice product implementation and sales engineering. Design call flows to fit client business needs using the SmartVoice Technology. Manage many projects at once while providing a high touch customer experience. Provide effective customer coaching with Managed Services products including online GUI, phone sets, and various other product developments as required. Provide proactive and professional communications to customers. Work to implement changes and interventions by maintaining project visibility. Collaborate with other departments and teams to ensure a smooth delivery. Support my leaders by offering myself to provide training for new hires, become an SMB for high complexity products, and provide constant guidance to my teammates.
Project Management of Managed Services SmartVoice Product changes after initial implementation. Call flow design. Actively triage incoming orders to set ideal installation timeframes. Define customer needs and apply them to technical standards for an excellent long term customer experience. Manage multiple projects at once while still providing a high touch customer experience. Provide professional communication and effective customer coaching with Managed Services products including online GUI, phone sets, and various other product developments as required. Collaborate with other departments and teams to ensure a smooth delivery. Complete majority of projects within a 72-hour timeframe
Initiate, review, resolve and monitor all LSR/LSC orders. Interface at a working level with all wireline and wireless queries and order issues (CBS/COMX/UD/UD Greenfield). Interface internally with multiple Shaw functional areas to resolve customer digital phone order issues, as well as for TV and Internet services. Generate internal reporting via Competitive Local Exchange Carrier (CLEC) tools to identify and resolve fallout.
Product troubleshooting and problem solving. Educate customers and team members about products, while independently keeping your own technical know-how up to date. Customer service skills development. Provide advice and support every day, as well as hands-on technical support to customers in need. Determining whether repairs can be done or a replacement is needed. Offering solutions to quickly get users up and running again, being conscious of customers' time demands. Fulfill Apple's service commitment with style and speed.
Planning, following, and project controlling. To coordinate site surveys and installations for satellite links in the whole country, as well as technical assistance and link moving processes. Viasat and iDirect links certification. Able to handle warehouse equipment, and service order requests. Quote approval.