Damion Blake Email & Phone Number

New York, Ny, Us

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• Assist with major projects as assigned utilizing proper RACI engagement with other OSC teams.• Escalate client concerns to department management as necessary.• Work closely with assigned Sales Account Executives on growth and retention opportunities

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.• Work closely with internal teams, clients and carriers to maintain a continuous knowledge of project status, and identify and resolve potential delays or issues.

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 Quarterly and Yearly Business Reviews via web conference or onsite- Drive internal and external customer communication, conflict resolution, and compliance on client deliverables for all telecom services offered.- Ensure that client issues are managed in an efficient manner to meet project deadlines and SLA’s.- Process Change Orders and Invoice Adjustments.- Work closely with the multiple internal departments to maintain a continuous knowledge of project status, and identify and resolve potential delays or issues.- Communicate client goals and represent their interests to internal teams and upper management

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 management, to expedite resolution and meet customer SLA requirements.- Identify new service opportunities for customers, and work with sales team to develop and present new support offerings.- Hold monthly service review calls with customers and Account Managers, and discuss action items or opportunities for service improvement.- Conduct business reviews onsite with customers’ executive management teams.Provide reports detailing past incident history and metrics specific to the Client’s operations.- Assist in the development and implementation of client-specific procedures or protocols (After Hour Escalation Procedures, Client-specific actions provided by the Operations Center, etc.)- Provide daily, weekly, and monthly metrics reports internally to senior level management, detailing Operations Center workflow and caseloads

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 Center.- Create cases in Alert ticketing system & track all work for customers received.- Triage calls, emails and other work requests based on severity of service impact, and gather appropriate information to begin resolution process.- Follow up with customers to ensure satisfactory completion of work.- Participate in Service Level meetings with customers and business partners.- Personally manage and monitor several enterprise and SMB customer accounts- Received Employee of the Month awards and numerous accolades from customers regarding service 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 service objectives were met.- Responsible for customer service of waterproofing procedures: duties included answering customer queries, problem solving and providing detailed information on new products.- Prepared weekly sales reports for the sales team and sales management.

Bachelor'S Degree, Business Administration, Management And Operations

Marketing & Graphic Design

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

Education record