Kateri Freeman

Experience

• 

  Zayo Group

  Mar 2007 - Feb 2024

  UCiS Customer Implementation Specialist & Mitel Certified Technician

  As UCiS Customer Implementation Specialist & Mitel Certified Technician, I manage complex customer accounts and provide exceptional service across various roles, including Customer Care Account Manager CCR III, Account Support Coordinator I, and Sales Support Specialist II.Moreover, I utilize strong technical acumen and extensive customer service experience to support sales teams and coordinate telecommunications projects.• Recognized with a Service Star Award for outstanding commitment to customer service excellence.• Consistently achieved high customer satisfaction with a 98% CSAT score, reflecting dedication to service quality.• Revolutionized the move, add, and change order process as a UC Implementation Specialist, reducing the standard completion interval from 10 business days to 3-5 business days.• Developed and implemented an innovative tracking process, incorporating custom templates to streamline order processing and maintain organization, significantly improving efficiency and order turnaround times.• Coordinated telecommunications projects, showcasing expertise in Microsoft Excel, Customer Service, VoIP, Microsoft Word, and SIP, contributing to operational excellence.Career Note: Customer Care Specialist, Sprint Nextel, Affiliated Computer Services, Portland, Oregon, Manager, PostNet, Portland, Oregon, Night Closing Manager, Libbey's Restaurant, Milwaukie, Oregon Show less

• 

  Premier Services Group

  Apr 2024 - now

  Project Coordinator

  The Project Coordinator is assigned to specific stores within a district(s), responsible for scheduling customers projects with the best fit installers to provide a best-in-class customer experience. Also ensuring that 100% of customer contact activities are accomplished on a daily and weekly basis, while maintaining the scheduling of their assigned stores’ projects and customers.1. Scheduling & Welcome Calls (40%)● Assist with incoming customer inquiries and provide installation timeframes to clients for details, jobs, and work orders.● Be a moving resource and consult on installation solutions with the customer to create an accurate schedule timeline.● Consistent scheduling accuracy to the capacity sheets. Maintaining contact with your installers so that capacity sheets are kept up to date.● Completion of daily activity list. Including annotating scheduling issues/reschedules outside those listed on the activity list.● Reaching out to your installers daily to ensure they are on track to complete their day.● CIO and IMS accuracy and thorough detailed note taking.● Scoping incoming jobs, work orders and details to ensure they match the assessment done for the project with labor and product.● Manage all Cilio buckets in the assigned district.2. Client Satisfaction (40%)3. Inter-Departmental Support (10%)● Maintain updated weekly lead time reports.● Weekly district meetings to discuss lead times, capacity, scheduling items, etc.● Training meetings as determined by management.● Employees are encouraged to schedule meetings with supervisors at least once a month to discuss workload, goal setting, progress, and results.● Any other meeting directed by management during the business day.● Attending all assigned meetings for the position.● Maintain positive and upbeat intercommunication with the field and office staff, subcontractors, and stores to ensure mutual purpose and action.4. Business Management and Organization (10%) Show less