Step Group



Download 25.98 Kb.
Date09.06.2018
Size25.98 Kb.
#54001

Updated 110514


1.  DSL Customer Care Center Escalation Path for DSL Status/Provisioning Issues for Customers:

 

The first step in obtaining provisioning status should always be to check the On-Line Status Web Site at http://dsl.bus.att.com/ and choose Order Status. 



    

Step

Group

Contact Name

Contact Number

Delay Before Next Step

Step One

Customer Care Center

CC Agents

1-877-XDSL-ATT Option 1

4 Hours

Step Two

Team Managers

 

 

Delonix Xavier Jose



Kristine Guillermo

Kristine Binondo

 

Bat Phone (MOD)



 

1-770-702-6025

Option 1

Option 2


Option 3

 

   1-770-702-6020



 

 

 

 



4 Hours

Step Three

Provisioning Manager

Jubhet Bravo

1-770-702-6034

2 Hours

Step Four

Executive Escalations Manager

Jim Simpson

330-926-3106

 


2 Hours

Step Five

Operations Manager

Ron Steinhauer

732-885-7603

2 Hours

Step Six

Operations District

Dottie Brown

813-520-4504

2 Hours

 

NOTE:  The Team Manager has been instructed to ask the customer if he or she has attempted to speak to an agent before escalating.  If the customer has not he will be directed to do so. 

 

2.       DSL Customer Care Escalation Path for DSL Maintenance/Technical Issues for Customers:



 

Step

Group

Contact Name

Contact Number

Delay before Next Step

Step One

Technical Support

TS Agents

1-877-XDSL-ATT Option 3

4 Hours

Step Two

 

 

 



Team Managers

Roland Umali

Bernard Mandin

Roel Taule

Joemer Mooc

 

Bat Phone (MOD)



1-770-702-6024

Option 1


Option 2
Option 3
Option 4

1-770-702-6027



 

 

 



4 hours

Step Three

Escalation Manager

Mark Balantes

1-770-702-6036

2 hours

Step Four

Maintenance Manager

Gilbert Mercado

1-770-702-6021

2 hours

Step Five

Executive Escalations Manager

Tricia Nelson

813-520-4668

 


2 hours

Step Six

Operations Manager

Judy Ramey

813-520-4540

2 hours

Step Seven

Operations District

Dottie Brown

813-520-4504

2 hours





Download 25.98 Kb.

Share with your friends:




The database is protected by copyright ©ininet.org 2024
send message

    Main page