Damion Blake Email & Phone Number

New York, NY, US

Medway, Massachusetts, United States

• Client advocate / point of escalation; aligning customer commitments with internal teams
• Direct report for dedicated Project and Service Management teams
• Align with customers on a weekly/monthly basis to ensure projects and other commitments are being met on time
• Create and deliver reports on Inventory, Service, Projects, Billing and other KPIs
• Work with sales and executive teams to strategize revenue forecasts and growth opportunities
• Drive committed action with a “client first” focus. Act in the best interest of the client, whilemaintaining company values

Greenville, North Carolina, United States

• Assigned to top 20 customers to ensure overall customer experience is on track and delivering on KPIs of Customer Renewals, Retention and Growth opportunities
• Client facing role, involving Weekly Check-ins, Strategic Checkpoints, and Quarterly/Annual Executive Business Reviews (EBRs) to ensure customer engagement is on track
• Work closely with Customer Onboarding team for warm handoff of customers to Steady State
• Facilitate prompt resolution for issues and concerns by gathering information, assessing needs, and involving other departments as necessary.
• Demonstrate a clear understanding and use discernment on internal escalation process, toquickly resolve customer issues and mitigate risk
• Ensure customer inventory and billing are current and accurate

Remote

• Analyze client telecom invoices/environment to review existing services and identify opportunities for savings, updated technology and growth strategies
• Communicate client goals and represent their interests to carriers and CLEC providers
• Oversee client projects with carriers and CLEC providers to onboard new services and ensure deliverables are met
• Meet with clients via web or in person to review business direction and new telecom strategies
• Prepare and execute service contracts between customers and carriers
• Ensure that client issues are managed in an efficient manner to meet project deadlines and SLA’s.

Greater New York City Area

Furloughed due to COVID-19

Neptune, NJ

- Customer-facing role: Liason for enterprise accounts.- Review account deliverables (i.e. onboarding of new accounts, kick-off and status calls, billing disputes, account changes, etc.), and ensure quality standards and client expectations are met and exceeded- Identify opportunities for growth based on the customer’s business needs - Create and deliver.

Eatontown, NJ

Converge One is the parent company of NACR, which re-branded all of its subsidiaries as Converge One in March 2016. - Develop and maintain relationships for multiple enterprise accounts.- Drive customer satisfaction and renewals of service and support agreements.- Escalate high priority incidents within the Operations Center, including senior level.

Eatontown, NJ

- Manage team of 5-8 Case Analysts- Create schedules and delegate daily tasks for the Case Analyst team - Create training materials and document Standard Operating Procedures for training purposes- Train new employees on policies and procedures to support the Network Operations Center (NOC).First call resolution for the Managed Services and Support.

Empire Technologies was acquired by NACR, whose parent company is Converge One (C1). Please refer to my experience under NACR. Thank you.

Woodbridge, NJ

- Responsible for the supervision and staffing of approximately thirty employees within the customer service/call center department.- Responsible for the recruitment / hiring of customer service representatives.- Assisted in the training of new customer service representatives and associates- Provided support to the sales team, ensuring all sales and.

Bachelor'S Degree, Business Administration, Management And Operations

Marketing & Graphic Design

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services

Education record