Pros: lots of opportunity to advance and create new positions to support the business
Cons: having each position moved to toronto
I held many positions with MetroNet/AT&T, as each one would eventually get centralized in our Toronoto office.
-NOC: monitor customer network for reliability, usage spikes, change security tapes, created Operational Procedures manual. Programmed routers.
-create and manage the Problem/Change Management system for install activity.
-created and manage the Provisioning Coordination role, documented the procedures and processes, and later trained the team in Toronto that would perform the role in future.
-NOC Manager was empowering and supportive.
-this was a tight team and everyone had their area of expertise, and worked closely on resolving issues.
-CARRIER SERVICES: managed sales orders and quotes, worked closely with engineers on network technical requirements that would support the customer's connection and equipment.
-worked closely with Telco carriers to ensure we had clean orders that supported the delivery schedule contracted to our customers.
-worked with 3rd party vendors/suppliers on specific technical requirements that we needed to support on our network.
-worked closely with Project team for large customer installations.
-CUSTOMER CARE: documented existing processes and re-engineered them to improve the process and customer satisfaction. Worked closely with iternal Training team on the documentation.
-Managed the project to install Customer Care Database across 4 Care Centres. Worked closely with IT Department on technical stability issues for the database.
-Coordinated process discovery sessions with all cross-functional departments that interfaced directly with – more... the Care Centre.
-Care Centre had a strong management team, supportive and deeply in touch with the business and industry.
-the team was diverse, focused and great communictors.
-the hardest part of the job was letting it go, as the Care Center was being closed in Calgary and moved to Toronto.
-I enjoyed working with all the departments that touched or supported our customer base. – less