Axel Quirós
San José,SJ
Summary
Results-driven provisioning agent and project coordinator with over three years of experience in telecommunications and customer support. Currently at Nearlinx, skilled in managing ethernet, DIA, and P2P loop orders, ensuring accuracy, and fostering communication with local exchange carriers. Proven track record of collaborating with cross-functional teams to meet project requirements and enhance process efficiency.
Overview
6
6
years of professional experience
Work History
Project Coordinator /Deployment Specialist
Nearlinx/ Mosaic Networx / Deplo
09.2024 - Current
- Service Delivery Management: Acted as the primary customer liaison to ensure on-time delivery and customer satisfaction for Mosaic products, including SD-WAN, managed services, circuit installations, and Hosted VoIP.
- Project Oversight: Led cross-functional teams, enhancing customer satisfaction through strategic project management and efficient service delivery.
- Requirements Gathering: Collaborated with Sales and customers to define precise order requirements, establishing clear project deliverables, roles, and responsibilities.
- Project Planning: Developed and managed comprehensive project plans; conducted status meetings to keep stakeholders informed of project progress for both customer and internal initiatives.
- Vendor Management: Oversaw vendor deliverables, ensuring accuracy and timely service activation; coordinated customer integration and addressed deployment issues effectively.
- Technical Configuration: Configured wholesale and enterprise voice and data applications, including Hosted PBX, SIP Phones, and SIP Trunks, facilitating seamless connectivity and service deployment.
Provisioning Agent/Project Coordinator
Nearlinx / Windstream
02.2022 - 09.2024
- Received and reviewed new and MAC orders for ethernet, DIA and P2P loops from multiple end users for submission to the different local exchange carriers.
- Ensured accuracy of order information for ASR entry through different carrier tools.
- Communicated with local exchange carriers to verify what is needed to move the orders forward. Worked closely with various departments such as circuit design engineers, order validation teams and billing to gather required information and complete provisioning requirements.
- Coordinated with different points of contact to ensure the circuit is delivered properly with the correct handoff and correct DMARC.
- Maintained accurate records of all order information, updating circuit layout records and design layout records to ensure data integrity.
- Kept end users informed on the progress of the orders and making sure site requirements are met by keeping fluent communication between the teams.
- Addressed inquiries and provided updates on service activation timelines.
- Identified opportunities for process optimization and automation in the provisioning workflow.
Chat and Email Support for Current Aligners' User
SmileDirectClub
04.2021 - 02.2022
- Assisted users with inquiries related to Smile Direct Club aligners through chat and email.
- Resolved customer issues promptly and professionally. Provided guidance on aligner usage and care.
- Collaborated with internal teams to address complex user concerns.
Tech Support and Customer Service
Amazon
04.2019 - 04.2021
- Provided customer support via chat and Message Us for the first application for Kindle Message Us on SJO.
- Pioneered customer support for the newest addition on Twitch (Twitch Prime) by supporting customers via chat, phone, and email.
- Provided feedback to the product’s manager about Twitch Prime interaction on CSC and main pain points on end-user’s interaction.
- Helped to develop, create, and add information to the agent’s Twitch Prime database.
- Conducted data analysis and coaching.
Education
IT Essentials - IT
UCR
12-2015
CCNA 1 CCNA 2 - CCNA
UCR
12-2015
High School Diploma -
Bachillerato Por Madurez
12-2014
Executive English At I.N.A - English
INA
12-2012
Skills
Project coordination
Time management
Attention to detail
Flexible and adaptable
Decision-making
Detail-oriented
Project scheduling
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Elementary
Personal Information
Title: Project Coordinator / Service Delivery Specialist
Timeline
Project Coordinator /Deployment Specialist
Nearlinx/ Mosaic Networx / Deplo
09.2024 - Current
Provisioning Agent/Project Coordinator
Nearlinx / Windstream
02.2022 - 09.2024
Chat and Email Support for Current Aligners' User
SmileDirectClub
04.2021 - 02.2022
Tech Support and Customer Service
Amazon
04.2019 - 04.2021
IT Essentials - IT
UCR
CCNA 1 CCNA 2 - CCNA
UCR
High School Diploma -
Bachillerato Por Madurez
Executive English At I.N.A - English
INA
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