NextivaService Delivery Manager
Dec. 2021Menifee, California, United States• Obtain pertinent information about network, users, devices, and call flow
• Follow pre-defined onboarding process, meeting deadlines, SLAs and ensuring customer's expectations are managed during entirety of onboarding process
• Promptly answer inbound calls and perform troubleshooting steps to resolve customer issues and questions
• Help customers configure telephone extensions, services, and activate equipment
• Assist customers in porting their numbers from previous provider
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Attended staff and client meetings and served as liaison to manage operations for account.
• Meet or exceed productivity metrics while enhancing complete customer experience
• Resolve immediate escalations to ensure customer satisfaction
• Maintain communication with customer and partners through CRM of salesforce.
• Research and resolved barriers to successful system functionality, improving support and issue resolution.
• Oversee implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
• Researched and resolved barriers to successful system functionality, improving support and issue resolution
• Coordinated daily activity and flow of projects through multiple departments to verify on-time product delivery.