key contacts and escalation guide - amazon s3 · 2014-10-31 · roles & responsibilities...

Key Contacts and Escalation Guide Q3 2014

Contents

• Divisional Alignments by State

• Roles and Responsibilities

• WebTop Milestone Overview

• Partner Support Team

• Current Organizational Alignment

• Contact Numbers

• Hours of Operations

• Support Email Address

• Pre-Order Acceptance Contacts

• Post Order Acceptance/Pre-Installation

• Post Installation

• CPNI Authentication Guidelines

• Customer Support Contact Numbers

• Partners Sales Managers

• Market Coverage

• Sales Director and Partner Sales Manager Contact Information

• Sales Engineer Coverage

Comcast Divisional Alignments

Roles & Responsibilities

• The Comcast Partner Support Team is aligned by Service Type

• SMB Sales Support

• Complex Sales Support

• Enterprise/Fiber Sales Support

• Partner Support exists to assist Comcast Solutions Provider Partners in the pricing, submission, tracking and

management of new service orders

• The primary roles within the Partner Support Team are:

• Partner Support Coordinator (PSC)

• Responsible for the initial in-bound receipt and scrub of all new SMB orders

– Pre-order scrub, reject management, SFDC/WB opportunity creation and order submission to

the BSC for premise site surveys and subsequent service delivery

• Pricing Help Desk PSCs

– One on One Training offered to agents for the following:

− Pricing Support

− Promotion Support

− Assistance with teaching agents how to fill out SOAs and ancillary paperwork

• Partner Account Coordinators (PAC) - SMB

• Responsible for post order acceptance escalation support

• Engages with local market construction teams to ensure smooth delivery of services involving

construction

• Consolidate/coordinate multi-site SMB order updates for Partners

Roles & Responsibilities (cont.)

• Complex Sales Support

– Pre-order scrub, reject management, SFDC/WB opportunity creation and order submission to the BSC for

premise site surveys and subsequent service delivery as they relate to:

− All Hospitality orders (Coax and Fiber transport)

− All BVE orders (Coax and Fiber transport)

− All Multi-Site orders (Coax)

− All eRate orders (Coax and Fiber transport)

− All PRI orders (Coax and Fiber transport)

− Construction Oversight

• Enterprise Partner Account Coordinators (EPAC)

– Fiber Survey Request

– CoStar passing generation

– ME Configurator generation

– SFDC-ENT, Century and CPQ order entry

– Partner and SE engagement on technical and financial ICBs

– Order Management and oversight to ensure orders do not stall and any post submission rejects are

followed up on

– Webtop Auditing and OE

WebTop Order Milestone Overview

1 2 3 4 5 6 7 8 9

Pending Order

Receipt

Pending Scrub

Order Pending Site Survey

Site Survey

Complete. Continue

with Order?

Pending Order

Acceptance

Pending

Construction Pending Scheduling Pending Installation Order Complete!

Order AcknowledgedAwaiting Accepted or

Rejected Status

Pending Field Site

Survey review

Pending Customer

Approval and Signed

Documents/Customer

Contribution for

Construction Orders

Awaiting Accepted or

Rejected Status

Pending Construction

Design/Build

Awaiting a Scheduled

Install Date

Awaiting Confirmation

of Completed Install

Order Process is Fully

Completed

The Comcast PSC team

is conducting a quality

assurance review. The

order will be accepted

or rejected.

Action Required:

Rejected Correctable:

Agent to Fix Order

Issues then Select

Correct/ Resubmit

Order

Rejected not-

correctable ->

Canceled

(1-2 Business Day

Interval upon

completion of

construction as

required)

(10-14 Business Day

Interval dependent

upon product

configuration/

options)

Nice Work! New

Comcast Customer is

acquired!

(1-2 Business Day

Interval(5-10 Business Day Interval)

(Interval varies-

dependent on agent/

customer)

(2-3 Business Day

Interval)

(Interval varies based

on the work to be

performed)

Once the customer is

scheduled for an

install date the order

will remain in this

status until

confirmation of a

successful onsite

install


has received agent

order

Applies only when

construction is

required. Once the

results from the site

surbey determine that

construction is

required the order

will stay in this tray in

WebTop until the

required documents

have been signed by

the customer and

attached to the order

in WebTop.

A Field Site Survey is

required and is

pending review.

Once completed the

survey results will be

posted w/in WebTop.


has submitted your

order to the Division

BSC team for the last

quality assurance

review. The order will

be accepted or

rejected.

Applies only when

construction is

required. Construction

will be scheduled .

Order will remain in a

pending status until

construction is

completed.

The customer will be

contacted by the

Division BSC team to

arrange a specific

installation date

Scott Mull

Executive Director

Indirect Channel Operations

Greg Trent

Director

Indirect Channel Operations

Katherine Rosser SR. Sales Operations Coordinator

Matthew Trujillo

Sales Operations Coordinator

Anne Aalders

Sr Manager, Partner Support

SMB and Complex

Nicole Bilby

FOS Supervisor

David Casiano

Supervisor – SMB Sales Support (Tier1)

Nicole Johnson

Lead-Complex Sales Support (Tier 2)

Jeffrey Armstrong

Manager, Partner Support

Enterprise

Partner Support Organizational Chart / Alignment

Pre-Order Acceptances Escalation Support

Tier 1

• Partner Support Representative assigned to the order

• Refer to assignment in Webtop

• 855-862-9295

Tier 2

Tier 3

• Anne Aalders

• office: 303-643-0630 mobile: (303) 720-0967

• [email protected]

SMB Sales Support FoS Support Complex Orders Support Enterprise Support

David Casiano Nicole Bilby Nicole Johnson Jeff Armstrong

303-643-0532 303-643-0525 303-643-0568 303-643-0575

[email protected] [email protected] [email protected] [email protected]

mailto:[email protected]




CSPP Operations Organization

Partner Support Team 855-862-9295

CSPP Support

855-862-9295

Enterprise Order Status

SMB Coax

ENT Customer Care

SMB Customer Care

New Orders

SMB Pricing Help Desk Scheduling855-336-6983

Enterprise Sales Support

SMB Sales Support CC1

32

You have reached the Comcast Solution Provider Program. If your call is related to Enterprise, Fiber Metro E please press 1. If your call is related to Complex Orders please press 2.If your call is related to SMB Coax please

If your call is related to previously installed services please press 1. If your call is related to a new service order for data only press 2. For Voice over Fiber press 3.

f your call is related to previously installed services please press 1. If your call is related to a new service order please press 2.

For the Pricing Help Desk please press 1.For Inflight order status and assistance please press 2. For Complex Voice Press

1. For Scheduling Press 2. For all other inflight questions, please press 3.

1 2

1 2

Complex Order Support

NE 866-347-7357 West 866-971-0339

Central 855-336-6983

1 2 3



1

Inflight Order Status

2

31

32

1

MINIMUM Authentication Requirements • All callers must provide:

• Their name (First and Last Name)

• Their call back #

• Their Company/Agency name (if a sub-agent, they must provide the

name of which Master/Direct agent they roll up under)

• The name of the Customer/Company they are calling about

• The Service Address associated with the order

• The Order# from WebTop or Workbench ID (either is acceptable)

Partner Support Team- Email Contacts

For general support, pricing and pre-order acceptance questions:

SMB: [email protected]

Complex: [email protected]

Enterprise: [email protected]

Hospitality: [email protected]

• Hours of Operation:

• 8AM-5PM MST





Post Order Acceptance Divisional Support

• Based on CUSTOMER’S service address

• The inbound team is an online team that accepts inbound calls from customers

attempting to either confirm or reschedule pending installation orders (post issuance

of FOC/Installation Dates)

• The Business Services Center (BSC) provides this phone number to customers when

they first contact the customer during the order verification / order acceptance

process. We ask that the customer contact the BSC directly for any pre-install

concerns.

Northeast Division Central Division West Division

BSC: 866.347.7357

24hr Customer Service Center:

888.633.4266

855.336.6983 866.971.0339

Post Installation Support – Authentication Guidelines

• Partners contacting Comcast on behalf of installed customers must adhere to the following

authentication guidelines in order to access customer information and support

Tier 1

Standard Authentication - our standard/primary authentication method is verification of the account number

• Utilized for all requests for account information or to make non-price impacting changes to an account

• In a confirmed out-of-service condition, the Customer CARE Agent will troubleshoot the issue and may make the changes

necessary to restore services without this information

• Partners have access to the account number via Webtop (look under Order History – Biller ID). This number is also shared

monthly commission statements

Tier 2

CPNI authentication - will be utilized for Business Class Voice (BCV) customers that want to receive call record

details, reset email user ids or passwords or voicemail passwords/pins

• A letter is mailed to the Customer by Comcast providing them with their unique, system generated PIN

• At the customer’s discretion, this PIN may be shared with Partners to grant Tier 2 account access

• Comcast Partner Support Coordinators and Partner Sales Managers do not have access to this PIN. The customer is the only

party who may release this information to the Partner

Tier 3

Full Authentication - will be utilized for all requests on accounts that a customer has requested we “lock” the account

• For voice customers, the call must come from the authorized contact on the account who must have the CPNI PIN and be able

to answer a security question

• For non-voice customers, the call must come from the authorized contact on the account who must have the Customer

supplied PIN and be able to answer a security question

Post Installation Customer Care Contacts

Customer Care

• Repair / Technical Support

• Billing

• MACD

• For SMB / Coax Customers

• (800) 391-3000

• For Ethernet Customers

• (800) 741-4141

• For Trunk (PRI) Customers

• (877) 543-3961

• For Mixed Orders

• (855) 368-0600

• What is a Mixed Order?

− · Customer has Business Class Trunks and Triple Play services

− · Customer has Comcast Fiber Services and HFC/COAX services

− · Customer has Comcast Fiber Services and Business Class Trunks Voice

Post Installation Escalation Contacts- SMB

SMB

• West Repair/Billing/MACD:

• Jamalyn Mannarino [email protected]

• Jeff Cooper [email protected]

• NE Repair:

• Craig Spellman [email protected]

• Sue Fayne [email protected]

• Central Repair:

• Kenny Sutherland [email protected]

• Patrice Melnick [email protected]

• NE Billing:


• Central Billing/MACD:

• Patrice Melnick [email protected]

• NE MACD:

• Lisa Legault [email protected]












Post Installation Escalation Contacts- ENT/Complex

• PRI/Metro E Repair:

• Elba Ortiz [email protected]

• MACD:

• Toyia Smith [email protected]

• BVE Repair:

• Brian Leggs [email protected]

• Enterprise Billing:

• Virginia Waters [email protected]





Current PSM Team and Coverage

Shane Fugazy

Mile High

Chris

Whitaker

Big South

Chris Fabbri

Greater Boston Albert Krivopisk

Chicago

West (6) Charlie Rodriguez

Sales Director

Northeast (6) Mark McLaughlin

Sales Director

Marty Sidlo

Keystone

Central (7) Michael Zedosky

Sales Director

Gary Hunt

California and Mountain

Jim Bing

Heartland

Randy Kip

SLC &

Portland

Rod Nichols

Houston

Michael

Harbert

Big South

John Lizana

S Florida

FJ

McDonnell

Beltway

Bill Reumann

W New

England

Scott

Rubinson

Freedom NJ

Laura

Zapp

Indy and

Twin

Maureen

O’Connell

Freedom PA

Open

California 2

Vivian Chavez

Master Agents

Damian

Swenson

Seattle

Cody Calhoun

Master Agents

Carmela Burston

Feet on the Street

and Online Sales

Joseph Zavorski

Feet on the Street

Partner Sales Manager and Director Contact List

18

Name Division Region Office Phone Email

Albert Krivopisk Central Chicago 847-789-1787 [email protected]

Bill Reumann Northeast W New England 860-505-2064 [email protected]

Carmela Burston Feet On The Street Feet On The Street & Etailers 215-286-5559 [email protected]

Chris Fabbri Northeast Greater Boston 978-927-5700 ext 43029 [email protected]

Chris Whitaker Central Big South [email protected]

Damian Swenson West Seattle 425-921-7052 [email protected]

Francis McDonnell Northeast Beltway 703-789-9306 [email protected]

Gary Hunt West California 415-835-5826 [email protected]

Jim Bing Central Heartland [email protected]

John Lizana Central S Florida [email protected]

Joseph Zavorski Feet On The Street Feet On The Street 303-239-1015 [email protected]

Laura Zapp Central Indy & Twin 317-275-6213 [email protected]

Marty Sidlo Northeast Keystone 412-245-2928 [email protected]

Maureen O'Connell Northeast Freedom PA 610-234-3359 [email protected]

Michael Harbert Central Big South 404-661-1909 [email protected]

Randy Kip West Salt Lake City & Portland 801-401-2547 [email protected]

Rod Nichols West Houston 713-637-5020 [email protected]

Scott Rubinson Northeast Freedom NJ [email protected]

Shane Fugazy West Mile High 303-239-1065 [email protected]

Cody Calhoun National Partners Sales Director 303-643-0511 [email protected]

Vivian Chavez National Partners Sales Director 630-335-5566 [email protected]

Partner Sales Engineer Coverage of PSMs

19

PSE – California / Mountain PSMs

Nick Tornetta Gary Hunt (N. CA/Mt)

Open (S. CA)

PSE – Heartland MI / Twin PSMs

Gregory Koprowicz James Bing (Heartland MI)

Laura Zapp (Heartland Twin)

PSE - Mountain / Portland / Seattle PSMs

Don McKay Randy Kip (Portland/SLC)

Damian Swenson (Seattle)

PSE – Houston / Twin PSMs

Chris Willey

Rod Nichols (Houston)

Shane Fugazy (Mile High)

PSE - Chicago PSMs

Terrance Kostuik Albert Krivopisk (Chicago)

PSE - Big South PSMs

Tim Miller Chris Whitaker (Big South)

Michael Harbert (Big South)

PSE – GBR / WNE (Shared in WNE) PSMs

JP Henneteau Chris Fabbri (GBR)

PSE – Beltway / Keystone PSMs

Brian Hagan Marty Sidlo (Keystone)

Francis McDonnell (Beltway)

West Division (Partner Sales Director Charlie Rodriguez)

Central Division (Partner Sales Director Michael Zedosky)

Northeast Division (Partner Sales Director Mark McLaughlin)

PSE – Freedom (PA and NJ) PSMs

Richard Kern Maureen O’Connell (Freedom)

Scott Rubinson (Freedom NJ)

PSE – WNE & Training Coordinator PSMs

Denene Thompson Bill Reumann (WNE)

PSE – Florida / Heartland IN PSMs

Troy Maire John Lizana (S. Florida)

Laura Zapp (Heartland IN)

19

PSEs Contact Info

20

Region SE Email Phone

Florida / Heartland (FL/IN) Troy Maire <[email protected]> 720-940-0212

Keystone / Beltway

(Western PA /MD/VA)

Brian Hagan <[email protected]> 804-915-5243

Freedom (Eastern PA/NJ) Richard Kern <[email protected]> 856-816-1947

Chicago (IL) Terry Kostuik <[email protected]> 847-309-5151

GBR (MA/NH) Jean-Pierre Henneteau <[email protected]> 617-279-7780

WNE (CT/VT) Denene Thompson <[email protected]> 860-541-0384

Heartland / MN (MI/IN/MN) Gregory Koprowicz <[email protected]> 616-575-1074

Big South (GA/TN) Timothy Miller <[email protected]> 404-313-2880

California(CA) Nick Tornetta <[email protected]> 925-337-9862

Seattle/Portland/Mountain

(WA/OR/UT)

Don McKay <[email protected]> 425-741-5638

Houston / Mile High

(TX/CO)

Christopher Willey <[email protected]> 281-932-5331