Stephanie Crowel

Experience

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  GEICO

  Mar 2003 - Jan 2006

  Claims Service Representative

  Processed first and third party non-injury claims. Gathered statements from all parties involved. Determined who was at fault based on information collected and police report.Setup and handled first and third party non-injury claimsTook statements from all parties involvedDetermined fault based on information given by all parties of interestIssued payment for repair of damaged vehicle or propertyExplained coverage that was applicable at the time of accident to the policyholder Show less

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  Cox Communications

  Jan 2006 - Sept 2010

  System Administrator

  Reduced truck rolls by reviewing pending trouble calls and identifying problems that can be resolved over the phone thereby saving money on truck rolls. Effectively managed capacity and resources to maintain company established goals Analyzed data to determine the appropriate resources needed to meet and exceed goals while maintaining contracting budgets Utilized Excel spreadsheets to forecast labor and demand and to identify and communicate changes in labor needs, thereby minimizing overtime and outside labor while maximizing scheduling capacity.Evaluated and analyzed work orders to ensure accuracyCommunicated work order inaccuracies via email to leadership team in order to correct inconsistencies and maintain customer satisfaction Researched contractors completed work orders to identify discrepancies and resolve as appropriateDispatcher I (2006) Assisted Universal Home Techs with trouble shooting in the field. Monitored their routes to ensure time frames were met. Modified work orders for any changes or errors. Assigned and reassigned work in the tech's assigned work area to meet customer commitments. Notified techs of any system outages that may affect their routes for the day.Communicated with Universal Home Techs (UHTs) by phone, text message or radio monitor on their completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, late or unfinished jobsAssigned or reassigned jobs to UHTs as required to meet customer commitmentsAssisted UHTs with troubleshooting and assistance requests for them from other techniciansModified work orders to reflect customer changes, to correct errors, and noted when UHTs sold new products or features; documented results of each service callNotified UHTs of specific issues related to system outages or problems that would affect their work for the day.Assisted with network outage management by utilizing existing communication tools Show less

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  Fusion Connect

  Dec 2010 - Aug 2021

  Implementation Coordinator

  Manage install and upgrade orders. Obtains, analyze, and verifythe accuracy of order information in a timely manner. Communicates the order process and order status to the customer. Initiates and/or implement corrective action as needed in order to ensure an excellent standard of service and a high level of customer satisfaction is maintained. • Receives processes and verifies the accuracy of orders. • Processes inquiries from customers and provides necessary updates of order status as well as resolve a variety of possible order related issues. • Provide resolution to issues regarding the order throughout the process.• Work closely with internal departments to ensure smooth installation and activation.• Ensure customer expectations are set accordingly throughout the order lifecycle. • Inform Sales Support of any unresolved issues impacting the customer’s installation.Dispatcher III (2010 - 2016)Maintains technicians’ schedule for field visits for installations and repairs. Interprets work order content, tracks field productivity, and compiles report information as well as coordinating technician access with customers.• Maintains technician schedules• Schedules technician field visits for installations and repairs• Works with provisioning department to resolve scheduling issues and/or onsite installation issues• Send technician work assignments to the field• Informs management on issues relating to field force performance and productivity• Follows up with customers after a repair visit to ensure customer is satisfied and that services are working to maintain customer satisfactory Show less

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  Ladybug Xpressions LLC

  Nov 2020 - now

  Business Owner

  Tumblers, Mugs, and more!

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  Lingo

  Aug 2021 - Feb 2024

  Managed the Service Delivery team who processed Hosted, SIP, and PRI orders. Held weekly team meetings to ensure the team was up to date on processes and to discuss any questions or concerns that impacted day-to-day productivity. Reviewed and approved timecards. Monitored everyone’s performance. Provided training to new coordinators. Established and maintained departmental procedures.• Oversaw the Service Delivery team for the customer implementation process from point of sale to installation.• Planned and managed high priority projects.• Identified and resolved all internal and cross functional gaps.• Coached, mentored, and motivated team members.• Created and adjusted departmental processes and procedures as they were needed.• Resolved customer escalations.• Maintained a productive working relationship with vendors and other departments.• Generated daily report to director showing daily workload for the department Show less Ensure timely and successful service activation of our hosted services products. Partner with internal departments and service providers to provide updates and support for new customers throughout the implementation process using the Hosted Voice Platform. Ensures that the customer implementations are handled in an efficient and timely manner while providing an effortless transition to the customer and a high level of customer satisfaction.• Manage the customer implementation process from point of sale to customer turnup by coordinating all internal and external parties• Work with customers to understand, document and analyze their requirements• Assist customers in identifying and obtaining commitment for deployment plans for service activation• Validate that proposed services are viable for successful service activation with the assistance of the Sales Engineering team• Understand existing and future product capabilities and apply knowledge to proposed services• Build and maintain relationships with other internal departments and leverage those relationships to ensure product, services, and customer success• Act as a bridge between sales and operations and facilitate understanding of mutual processes• Educate customers and internal clients on the Lingo Hosted Voice Services methodology and process• Support, validate, and assist in the creation of work orders and or statements of work that accurately reflect all relevant details for customers’ service migration to Lingo Show less

  • Manager - Cloud Service Delivery

    Feb 2023 - Feb 2024

  • Service Delivery Coordinator

    Aug 2021 - Feb 2023
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  Actabl

  May 2024 - now

  Implementation Coordinator