XO

XO Escalation Process
[edit] =Step One= To Open a Ticket send an email to carrierrepair@xo.com [edit] =Step Two= Account number information Account # 1 Including services for the following. t1 --- DS3 Account # Including services for the following. Numbers for --- Account # 3 Including services for the following. information [edit]

Repair Escalation List
[edit] =Level One= Specialist Carrier Customer Care --- 877-792-5550 carrierrepair@xo.com [edit] =Level Two= Team Lead Customer Care Mountain Time Joe Sisco   (9am - 5 pm)     303-539-7045 Joseph.Sisco@xo.com Mike Surles (7am - 4:00 pm)  303-539-7968 james.M.Surles@xo.com Van Romero  (3pm - Midnight) 303-539-7869 Van.Romero@xo.com Shawn Hunter (Weekends)      303-539-7883 Shawn.Hunter@xo.com [edit] =Level Three= Manager Customer Care Mountain Time Gary Herndon 303-539-4402 Gary.Herndon@xo.com Alyssa Mcclurg 303-539-7832 alyssa.mcclurg@xo.com [edit] =Level Four= Director Customer Care Mountain Time Mark Gaither 303-539-7777 marc.a.gaither@xo.com [edit]

Customer Service / Billing Escalation List
[edit] =Level One= Specialist Carrier Customer Care --- 877-792-5550 carrierrepair@xo.com [edit] =Level Two= Specialist Billing Customer Care Mountain Time General Specialist     (9am - 5 pm)  877-792-5550 April Davie Team Leader (9am - 5 pm) 615-777-4146 april.l.davis@xo.com Kristen Hudson Manager (9am - 5 pm)  615-777-5747 Kristen.Hudson@xo.com Russell Gill Director  (9am - 5 pm)  615-777-7882 Russell Gill@xo.xom Richard Fausey         (9am - 5 pm)  703-547-2093 Richard.Fausey@xo.com