Wilhelm Redublo

Experience

• 

  Convergys

  Jan 2004 - Jan 2009

  Quality Assurance Specialist (Telco)

  AT&T1yr as a Technical Support Representative. For Pots/DSL/EDSL- Home Networking Specialist- Select QueSME role prior to promotion.4 years as a Quality Specialist/Floor Support for both Voice and Email support- SME- Escalations- Process ImprovementPart of the training group and support for the pilot team for Uverse

• 

  Sutherland Global Services

  Jan 2011 - Jan 2013

  Level 2 POTS Technician / Quality Analyst

  Broadview NetworksLevel 2 POTS technician/Escalations- Knowledgeable and Experienced with the DMS500, DMS100, 5ESS, DEX switch.- Escalation Tech for POTS related concerns (Enterprise / Wholesale Accounts)- Indepth knowledge of Voice features and the different transports.Senior Quality Specialist- Monitor and Coach Agents for AFI's - Process Improvement.

• 

  Wholesale Carrier Services, Inc.

  Mar 2013 - Apr 2017

  Service Assurance Manager

  • Lead the NOC incident management group in dealing with the overall customer service issues which may include but not limited to, opening trouble tickets, assigning trouble tickets, providing customer status and messaging, and escalations to upper exec management, carriers and vendors. • Answers questions and provides guidance to critical account end-users of all WCS products and services with emphasis on voice and data services. • Manage and Maintain all Repair-Network Operations Department dealing with the focus on meeting and exceeding overall targets for SLA• Drafts and Ensures all KPI’s and all business targets for the department are met if not exceeded• Make decisions for Process Improvement geared towards better, faster and quicker, implementation/refinement of all opportunities like agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact• Successfully led the outsourcing of all Repair Helpdesk processes from the US HQ to Asia.• Act as the technical point of escalation and liaise with the other departments regarding concerns which affects business for both internal/external dealings with WCS-Asia• Experienced in design, implementation and after sales support for HPBX products (Silhoutte and BICOM systems)• SIP school certified and Polycom Voice technical and sales certified. Show less

• 

  AireSpring

  Jul 2017 - now

  Responsible for the client's overall customer satisfaction.Responsible for timely project completion, issue identification/resolution, and customer deliveryEnsures clients clearly understand status of project throughout all phases; including outstanding, pending and completed tasksMeet and Exceed standards set and minimize the customers attrition rateRemote support for all customers inquiries and ticketsPerforms daily project tracking including resource management, equipment tracking and workflow supervision of multiple projectsCollects and records documentation including customer set-up documents and implementation related informationCreates and executes project work plans and revises when appropriate to meet changing needs and requirementsSummarizes progress of project and prepares interim and project completion reportsFacilitates efficient and effective internal team and external customer meetingsFacilitate successful management and implementation of AireSpring’ s award winning Cloud Business Phone Service.Design, Implement and Activate/Turn Up Hosted PBX/VoIP services. Show less

  • Hosted Design Manager

    May 2023 - now

  • Senior Project Coordinator / Managed Services Coordinator /

    Jul 2017 - May 2023