-Managed high-volume number porting operations for new and existing customers, processing high volume if porting cases daily while ensuring accuracy, compliance, and fast turnaround times.
-Served as first-line customer liaison, coordinating with second-line support, engineering, delivery teams, and third-party vendors to resolve porting issues efficiently.
-Performed end-to-end port testing, validating number activation, call routing, and service functionality for both port-in and port-out requests.
-Conducted initial ticket assessments, resolving issues where possible and escalating complex cases in accordance with SLA and escalation procedures.
-Maintained accurate and up-to-date case records in Salesforce and Jira, ensuring full lifecycle management from initiation through closure and verification.
-Communicated regularly with third-party carriers and vendors via email regarding port submissions, rejections, corrections, and completions.
-Generated and maintained operational reports and tracking documents, including SOD, FTE, port-out reports, and workload extraction, providing visibility into team performance and capacity.
-Delivered weekly management reports with insights and recommendations to support service improvements and operational efficiency.
-Proactively managed escalations, driving quick resolution by collaborating with engineering and delivery teams while maintaining customer satisfaction.
-Ensured strict adherence to internal processes, compliance standards, and company policies, contributing to consistent service quality.
-Supported a high-performing, collaborative team environment through clear communication, regular progress updates, and knowledge sharing.
