Patrick W.

Turbitt
56 High Acres Drive, Poughkeepsie, New York 12603. * 845-471-3633 * pt4e2e12@wes
tpost.net
Profile: ITIL Version 3 Foundation certified Customer Service Professional with
extensive experience in all aspects of Project Management, Sales Support, Servic
e Delivery, Billing and Problem Resolution for high profile demanding clients in
the Enterprise account space. I bring a positive attitude, a proven track recor
d of maintaining customer satisfaction, ability to utilize common sense and crea
tivity to approach challenges and problems. Experienced in leading and motivatin
g both direct reports and dotted line support personnel.
Strengths:
* Leadership
* Troubleshooting
* Data analysis
* Attention to deadlines
* Works well under pressure.
* Works well with superiors, peers, and subordinates
* Working knowledge of Microsoft Windows applications
June 08 - Dec 09 Verizon Business, 560 Lexington Ave, NY - Implementation Cons
ultant
Responsibilities:
Manage the circuit implementation lifecycle for two segments of a multi million
dollar account for Verizon. This includes initial review of the order upon recei
pt, verification of order information with the end user; milestone tracking and
escalating within our internal organizations through order completion to insure
both contractual and expedited due dates are met. Conduct weekly order review ca
lls with my counterparts at BT to insure any concerns were dealt with and also t
o educate them on Verizon policy and procedures so they in turn could manage cus
tomer's expectations.
Results:
* Reduced delays in order processing by insuring the data submitted to Order Ent
ry is accurate.
* By closely monitoring the milestones delays were kept to a minimum
* Expedited orders were tracked separately insuring Management was aware of any
issues impacting the delivery date and could intervene if necessary.
* By reviewing the orders weekly with BT issues were identified early in the pro
cess reducing the impact on the delivery date.
Oct 06 - June 08 Comprehensive Technology Solutions, Oldwick, NJ - Independent
Contractor
Responsibilities:
Provide a full range of telecommunications support for our client, a major cosme
tics retailer, store and counter needs. Primary contact for assigned Retail Stor
e and Counter installations, renovations and MACD activity. Dotted line manage s
tore support staff, technology vendors and cable vendors to coordinate the insta
llation of Cabling, Telephone Service (POTS Lines) and telephones to meet strict
deadlines. Manage trouble tickets for telephones, cabling and phone lines and p
hones through to resolution. Review and approve monthly vendor invoices. Work wi
th vendors to resolve billing issues.
Results:
* Reduced telco installation interval and streamlined the order process by inclu
ding verification of all information with the store manger and via the web prior
to placing the order.
* Identified the various store processes to extend cables through the store up f
ront which reduced the delivery interval.
* Identified the store operations manger early in the process and engaged them i
n the overall installation process reducing tag and locate visits by telco.
* Attached time lines to each telco milestone which allowed for more efficient o
rder management and identification of issues.
* Identified invoices that were not on corporate billing program and charges bey
ond estimates on one time invoices resulting in cost savings for the client.

Nov 88 - July 06: Verizon Business, Rye Brook, New York

Sept 98 - July 06 Client Support Consultant/Manager
Responsibilities:
Responsibilities included providing a full range of service activities and proje
ct management for Nasdaq, a multi million per year banner account with Verizon B
usiness. Such activities included Project Managing network upgrades and changes,
coordinating circuit and equipment installations, dotted line managed up to 25
support personnel in engineering, provisioning, order entry and equipment to ins
ure deadlines were met. Provided status reports to all project stake holders as
required at all levels of management. Conducted meetings with assigned customer
base to provide status on projects, review contracts/orders and build business r
elationships. Managed outside vendor personnel responsible for server installati
on and break fix activity. Resolved billing and service related issues to custom
er satisfaction.
Results:
* Project managed 3-4 network upgrades and changes per year, meeting all SLA's t
hrough to turnover to standard network management within the customer agreed tim
eframe, with zero down time.
* Collaborated with Sales team on sales presentations using knowledge of custome
r base and product mix to maximize sales opportunities.
* Created customized invoices for one-time charges and smaller networks so that
100% revenue capture for one time charges/smaller networks was achieved
* By conducting bi-weekly conference calls with corporate A/R, A/R for the accou
nt was maintained at less than 2% greater than 90 days against a goal of 10%
* By reviewing contracts and order forms with customers maintained zero issues d
ue to contract/order form issues.
* Apply professional and technical skills to ensure customer satisfaction.

Oct 93 - Sept 98 Order Entry Supervisor

Responsibilities:
Supervised a team of 10 order entry and project implementation specialists, meet
ing various departmental Service Level Agreements, recruiting and training new t
eam members, team motivation, writing and conducting performance reviews. Acted
as liaison between end user community and mainframe system developers. Conducted
monthly field presentations to inform our internal customers of the order entry
group's function.
Results
* Coached and trained team members to reach high productivity levels. Team membe
rs recognized as Department highest performers on a monthly basis. Average order
s processed exceeded 900 per team member against a department average of 750 ord
ers per team member per month.
* Instituted quality control audits of processed orders which increased quality
of order processing and identified training opportunities for team members when
errors were detected. A 98% quality rating was maintained against a standard of
97%
* By acting as liaison between end user community and mainframe system developer
s during mainframe releases Order Entry issues due to Mainframe releases were el
iminated
* The centralized order entry approached was embraced by the branches and utiliz
ed 100%
Feb 91 - Sept 93 Sales Support
Responsibilities:
Used internal OE systems to install orders for our sales offices and used an int
ernal billing system to create customized billing solutions for multi location
customers. Provided consultative support to the sales organization on OE and bil
ling related questions including meeting with existing and perspective customers
. Provided on going support to existing customer base ensuring monthly billing c
ycle deadlines were met.
Results
* By conducting regular meetings with account teams and customers to provide det
ails on order processes and timelines customer expectations were managed
* System constraints were identified and escalated to management resulting in a
more customer focused product which allowed the customer more flexibility in det
ermining what billing information they wished to receive.
* Consistently achieved 100% of billing deadline OE activity
* Subject matter expertise was available to sales force

Nov 88 - Feb 91 Customer Service Representative

Responsibilities:
Resolved both residential and commercial customer concerns on an inbound call ba
sis. Advised and educated commercial customers on new and existing products and
services on an outbound proactive basis. Resolved billing issues. Acted as prima
ry point of contact for trouble reporting and provide initial troubleshooting to
determine issue and managed trouble ticket life cycle to resolution.
Results
* Met and exceeded departmental standards for response to incoming calls in a ca
ll center
Environment
* Utilized as training resource for new hires due to consistency in applying dep
artmental standards when dealing with calls
* SLA's for trouble ticket resolution, escalation and customer status were consi
stently met
Additional Training/Experience
Sept 86 - Oct 88: Alistair Hanna, Briarcliff Manor, NY - Estate Manager
Managed a private estate for a professional couple to ensure their everyday comf
orts were met.
Negotiated all contracts with vendors on the owner's behalf. Managed all activit
ies to insure monthly household budget was met.
Education/Training: Civil engineering course Sligo Regional College, Sligo. Repu
blic of Ireland.
Numerous company sponsored training classes including:
* Project management Managing corrective action
* Time Management 7 Habits of Highly Effective People
* Effective Writing Premier Service Skills
Have taken a number of courses in Organizational Leadership at Fordham Coll
ege in Tarrytown NY.