Helene Feldman Zelinsky

Experience

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  Lucent Technoloies

  Jan 1998 - Jan 2000

  Inside Sales
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  Lucent Technologies

  Jul 1998 - Jun 2000

  Inside Sales Program Manager

   Generated $4,000,000.00 per quarter of qualified opportunities to increase sales volume. Sixty percent of lead generation turned into closed business. Coordinated local symposiums and seminars. Supported Account Executive team by drawing up contracts, placing and tracking orders to ensure delivery. Responsible for providing and tracking billing adjustments for contract changes for multiple customers. Managed projects for customers needing installations of data equipment in various sites. Show less

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  Genuity, Inc

  Jun 2000 - Oct 2001

  Service Account Manager

   Designed Internet Services to increase Sales revenue.  Increased sales volume of from $10 Million to $16 Million. Project managed implementation and repair programs for four (4) Fortune 500 clients.

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  Verizon

  Oct 2001 - Jan 2012

   Developed business continuity plans and network optimization plans for a global financial institution and a global consulting institution with complex network topologies resulting in revenue. Managed monthly service performance reporting structure for Global Managed and Non Managed Services ensuring network availability was met. HELENE L. FELDMAN-ZELINSKY PAGE 2  Service levels were achieved based on contractual terms and that service activities achieved desired business outcomes.  Reports included identification, development, and analysis of trends in Service Delivery, capacity utilization, and infrastructure performance. Served as main POC for high-level escalations and resolution on a 24/7 basis. Experience with Global Enterprise Clients and Operations. Project Managed network optimization opportunities that resulted in $300K+ in contracted services. Show less  Entrusted with the most complex customer service issues as a result of an exceptional ability to promptly resolve concerns and satisfy customers.  Service Manager of highly skilled technical team that operates in high-pressure environments. Project Managed large and small projects that included installation and billing of new implementations. Assigned to work closely with Verizon Business Offices to correct extensive billing when customers were not being billed for services provided and for services that were over billed. Designed and maintained national services that included point-to-point services, optical networks, CPE routers and switches and voice services.  Accountable for meeting strict deadlines for large project implementations.  Verizon Enterprise Customer Portal Administrator. Show less

  • Incident Manager

    Jan 2011 - Jan 2012

  • Technical Service Manager

    Jan 2006 - Jan 2011

  • Service Manager

    Oct 2001 - Jan 2006
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  I

  Jan 2011 - May 2012

  Incident Manager

   Advanced level problem management for domestic and global voice, data, and managed services. Managed proactive and reactive maintenance incidents and problem management for global business customers. Perform critical triage performance of circuits to quickly identify repair solutions and minimize customer disruption.  Customer relationship management with our customers’, local carriers and operations’ teams to reduce mean time to repair and meet SLA’s. Identified $500K+ in Managed and Private Line opportunities that resulted in sales opportunities. Show less

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  Verizon

  May 2012 - now

  Customer Care Manager

   Project Manage Johnson and Johnson’s implementation and operations of 145 new Cisco Tele-presence sites. Customer relationship management to meet Johnson and Johnson’s deadlines and reduce mean time to repair by coordinating 24x7 site access in 85% of the customers sites. Create and present Power Point Monthly Utilization Reports, Excel Statistical and Analytical Data to the Customer Upper Management. Create and track projects utilizing Clarity and MS Project. Liason between Johnson and Johnson, Verizon, and Cisco. Report, track and escalate incidents through Cisco and Verizon Network Operation Centers to meet SLA’s. Partner relationships with Cisco to provide utilization and incident reports. Accomplished reducing the time to provide utilization reports to the customer from two weeks to one week by developing customer criterias and lead the Cisco Developers to create customized and automated report.  Provide training to all JNJ employees on scheduling meetings and using the devices. Drive adoption of Tele-presence solutions. Develop knowledge content for Johnson and Johnson employees. Utilize communication skills to present Utilization report and Continual Service Improvement plans to Johnson and Johnson’s Management. Certified 18 Johnson and Johnson locations for Open Video resulting in increased revenue. Show less