Alec Young Email & Phone Number

Eden Prairie, Minnesota, United States

Eden Prairie, Mn

Provide sales data architecture guidance for Dell Technologies global standardized Managed Services.

Greater Minneapolis-St. Paul Area

Provided thought leadership and business analysis to help enable transformational changes to SC Storage tools and infrastructure. Specialized in complex storage solutions service offers, helping to enable complex infrastructure for New Product Initiatives, New Service Initiatives and Services SKU model transformational programs.

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Responsible for organizational service delivery and relationship management of existing clients. Also, responsible for creation and submission of large RFPs. Contributed to strategy collaboration, leading/motivating employees and escalation management.Specialized in call-center and technical recruiting consultation. Coordinated large ramp-up projects, managing the needs of clients with the efforts of my organization. Coordinated ongoing marketing events. Handled customer escalations from start to finish, with post-mortems leading to continual process improvement.

Greater Minneapolis-St. Paul Area

Responsible for successful implementation of voice, data and managed-IP solutions. Responsible for the overall growth and retention of commercial customer base. TDS is a CLEC in the Twin Cities that offers voice, data and managed services.Provided project management of new sales and upgrades of complex communications solutions from sale to successful implementation. Technologies included managed IP hosted solutions, PRI, dynamic, bonded Ethernet and voice service, analog/digital lines, etc. Designed and programmed managed IP solutions. Provided customer training of new managed IP administrators and end users. Renewed service agreements and consulted with existing customers on network optimization. Provided consultative selling of complex communications solutions.

Greater Minneapolis-St. Paul Area

Developed technical and organizational skills to grow from a technical customer support rep to department manager. Robust experience with technical project and program management, with a focus on process improvement, provided a platform for growth in the organization. Metrics reporting development resulted in measurable improvement in service level, average speed of answer and customer satisfaction.Manager of Inside Sales – Managed voice services inside sales department, which sold simple to complex telecommunications solutions to companies throughout the US and Canada to support regional branches’ P&L. Managed hiring and training effort of a 23-member team as Black Box merged with NextiraOne, thus combining service offerings to an expanded customer base. Instrumental in tactical and strategic development of merged sales divisions.Customer Solutions Center Technical Tier 1 Manager – Managed a team of 20 technical employees in a multi-location, 24x7 technical support call center serving the US and Canada. Additionally, managed a team of four employees in Partner Services for the first eight months, driving process improvements to realize a more seamless service offering for out-of-territory customers. Improved one-minute service level from under 80% to over 90% and cut average speed of answer in half by designing and developing a comprehensive call center reporting package that included employee and team scorecards that increased individual accountability to the team.Program Manager – Managed service delivery program for Norstan’s largest and highest-profile customers and channels partner. Acted as project manager, first point of contact, contract administrator, billing auditor, escalation manager, process developer, subcontractor manager, field service-delivery manager and collaboration coordinator. Managed transition and integration of channels partner Avaya, as Black Box supported Nortel systems within Avaya’s major-account customer base.