CHRISTINA PACELLA

• Internal liaison among internal departments, such as Sales, Product Development, and Customer Operations.

• Train customers on system operations and provide support.

• Lead Quarterly Business Reviews- brainstorming sessions focused on bringing more value to the client.

• Work with QA and Support teams to drive data quality, bug tracking and accelerate issue resolution.

• Responsible for proactively maintaining and growing the business relationship of assigned Elite customer base.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Identified up-sell opportunities and communicated customer needs to appropriate team for solutions-oriented problem-solving.
• Built relationships with customers and key contact to establish long-term business growth.
• Performed monthly and quarterly account business reviews.

• Partnered with assigned Agents to provide pricing, contracts and service records for new and existing clients.
• Collaborated with Internal departments and assigned Agents to ensure timely and accurate order completion.
• Identified and coordinated resolution of complex service and provisioning issues.
• Effectively project managed multi-circuit orders by coordinating dispatches, turn-ups and providing weekly status reports.

• Responsible for proactively maintaining customer relationships by managing all aspects of the customer's business needs. Focusing on growth and retention while meeting XO corporate goals and objectives.
• Facilitate monthly review of customer's account with Account team, and provide customer with quarterly health check visit and service review.
• Collaborated with internal departments, customer's orders, billing and service escalations.
• Project managed multi location circuit installation.

• Cultivated and maintained strong business relationships with assigned customer base.
• Acted as customer's primary point of contact for products, pricing, billing, repair, orders, and escalations.
• Executed the retention and growth on assigned accounts to meet revenue/margin requirements set forth by company.
• Proactive quarterly visits to assigned accounts to review customers needs and build relations.
• Coordinated with interdepartmental teams through all phase of account life to ensure delivery of superior customer satisfaction.

• Oversaw the daily operations of branch to ensure that all operational, administrative, and compliance functions within the branch are being properly executed. Including: scheduling, training, and motivating operational staff.
• Implemented processes and protocol for large scale provisioning projects and reviewed for accuracy and completion rate.
• Worked closely with Branch Sales Manager and Sales team to ensure accurate and complete paperwork to assist in meeting monthly revenue quotas.
• Fielded escalations from customers, carriers, and other departments.

• Managed relations with assigned accounts with a monthly revenue or 10K and higher. Fielding all account related requests such as adds, moves, changes, billing issues, repair issues and account analysis.
• Upsold products and services to assigned account base to grow revenue and aid in account retention.
• Coordinated with interdepartmental teams through all phases of account life to ensure delivery of superior customer support and satisfaction.
• Attended pre-sale meetings on potential new accounts and conducted quarterly account reviews with assigned accounts.

• Managed daily activities of a 24/ 7 Repair Center consisting of 30 representatives, including; Repair, Escalations, Problem Resolution & T-1 Outage Team.
• Responsible for scheduling, recruiting, training, disciplining, and motivating direct employees.
• Supervised and assist in the resolution of service impacting conditions in accordance with corporate and DPUC MTTR standards.
• Established and enforced call center standards and procedures for the Repair Department.