ALEXANDRA ANDREJKOVICSOVÁ

Overall customer service experience and service relationship ownership

• Ensure continuity of the account and customer worldwide
• Escalation/Expedite Support – formal path to resolve customer concerns quickly
• Set customer expectations for delivery and resolution
• Conduct Stewardship reviews with customer at regular scheduled intervals – proactive review of AT&T performance (maintenance, provisioning, and billing)
• Partner with key stakeholders to support resolution of service delivery and billing issues
• Develop and maintain Customer Service Guides that contain defined Ordering, Maintenance, Billing and Escalation contacts specific to the customer

Extended Customer Account Team Partnership

• Assist in pre-sales support (RFP suggestions/review)
• Validate SLA escalation requests
• Identify additional revenue/sales opportunities to resolve service issues

Maintenance Responsibilities

• Escalation point of contact for fault reporting/repair (post normal process)
• Critical site identification
• RFO/RCA delivery and MTTR Monitoring
• Network event notification and customer impact correlation and communication
• Escalation/Intervention as required

• Manage end-to-end implementation of customer migrations to AT&T Managed Network Services
• Coordinate project timelines and resources to meet contractual requirements
• Liaise with technical teams, vendors, and clients throughout implementation lifecycle
• Maintain project documentation and provide regular status updates to management

• Manage administrative operations and client communications for German-speaking enterprise clients
• Handle financial documentation, audit preparation, and regulatory compliance

• Support project financial management using SAP and specialized business systems
• Collaborate with billing operations to ensure accurate client invoicing

• Responsible for fluent running of the cafe
• Hiring of new people

• back office support