Supervised a crew of Mass Market Telecom Technicians on the West side of the Minneapolis metropolitan region. My crew was one of seven on the team covering the whole MSP Metropolitan area on the Legacy CenturyLink (Qwest) side of Lumen... all installation, moves, and repair work on DSL/broadband, POTS, complex voice, and Quantum Fiber products.

WHOLESALE SERVICE MANAGEMENT & ESCALATIONS Was assigned a major Wholesale account with a damaged relationship and was able to turn it around and convert them from a pattern of long-term attrition to one of purchasing new services, and extending the term on existing services. Became a subject matter expert on my customers’ networks and services, then provided the highest level of service possible to keep them satisfied. Routinely resolved extremely complex problems on customers’ network services and Billing. Handled all service-impacting escalations for my customers with proper urgency. Identified and engaged the correct stakeholders to get service back to full functionality as quickly as possible - then provided post-event root-cause analysis. Tracked my customer’s orders delayed for builds or facility work, and worked cooperatively with stakeholders; Designers, Testers, Field or Network Engineers, PMs, Field Managers, and Technicians to drive the shortest possible timelines. Organized, kicked off, and managed complex long and short-term projects which weren’t eligible for an assigned PM. Tracked and continuously updated project statuses using data from a wide variety of people, systems, tools, and databases. Trained complex subject matter to my customers and peers using job aids and training materials which I generated, then supported them through post-training proficiency. I’m a continuous learner and Team resource with knowledge gained.

Worked in a team environment to make sure all of the order activity and inbound customer call access requirements were cared for. Managed multiple work-groups with rising complexity over time. Continually coached and developed Service Delivery Coordinators responsible for meeting escalation metrics on inbound phone access, CTC, email escalations, and customer care.