John Peek Email & Phone Number

United States

• Leads the team to improve customer satisfaction by providing assistance with complex written and verbal customer support for Lumen customers and partners by working with customers and teams through a consultative approach to order processing while resolving complex issues.• Holds Partner and Internal Sales training sessions, process meetings, and employee knowledge sessions, resulting in a 40% reduction of errors.• Leads team support of the Digital Learn / Buy experience and Enterprise Portal by working with cross-functional project teams to prioritize site issues and identify opportunities to improve the user experience and 25% reduction of errors annually.• Led UAT/BETA/ORT, performing system tests on various applications and successfully documenting and communicating results to all stakeholders.• Lead the implementation of innovation ideas and strategies. This includes identifying and prioritizing ideas, creating and executing appropriate action plans, and managing the process to ensure that accepted innovations become implemented. • Improved resolution time of customer escalations by 10%, increased customer satisfaction by 20% and supported multiple customers in resolving their technical queries through sharing knowledge with team members and improving our documentation.

Greater Atlanta Area

• Developed comprehensive understanding of the company's internal sales systems and processes for Sales personnel by creating a detailed training guide based on observation, interviewing, and hands-on experience resulting in a 45% reduction of errors.• Acted as a subject matter resource for all internal questions and escalations around Sales processes by maintaining a 100% customer satisfaction score and completing all onboarding training.• Coordinate with internal teams to obtain rapid responses for Sales teams, resulting in high customer satisfaction scores. Acted as a mentor / training support for new hires.• Handled higher volume of tickets/support requests along with engagement in multifaceted special projects, including UAT in SME area.• Collaborated with Sr. management to ensure the timely fulfillment of creating improvements to processes, systems, and products for the company-wide business process improvement initiative.

Greater Atlanta Area

• Supported the GA, AL, and North FL sales team by driving rapid responses from internal teams via processes and systems as prioritized by Sales Management. With a 95% response rate within 24 hours on all sales support requests, provided direct sales support by utilizing a variety of organizational and project management skills.• For the Project Able / SAIG network fiber expansion project; prioritized workstreams in collaboration with network planning, stakeholder teams, and decision makers; compiled information into reports, and presented project life cycle results to senior management within Internal departments. Ensuring the 100+ mile fiber expansion operational plan deliverable completed on time.• Operated as a subject matter resource on all ordering systems within the GA, AL, and North FL Sales market teams.• Created training modules for the Sales Ordering System using screen recordings and text, and delivered that information to new hires and Southeastern SSA's, which resulted in a 35% decrease in the number of service tickets required to complete orders.• Responsible for developing a comprehensive understanding of Level 3's internal sales systems and processes while acting as the subject matter expert for all internal question and escalations around these processes. I supported the GA sales team by driving rapid responses from internal teams via these processes and systems as prioritized by Sales Management. Also provided direct sales support by utilizing a variety of organizational and project management skills while also assisting the corporate training teams with New Hire training.

Atlanta, Georgia, United States

• Project managed installed and provisioned IPFLEX, and VOIP business orders.• Project managed the Global Internet Network Infrastructure for Cingular Wireless Nationwide rollout of over 5000+ sites. • Supervised a team of Service Delivery Project Managers with 9 direct reports, in the implementation of major accounts for AT&T• Resolved escalations issues related to implementation of customer accounts. • Coached and counseled subordinates to performance excellence.• Also served as the departmental Service Delivery Project / Escalation Manager within the group.• Completed large project management for Bank of America, Wachovia voice and data network infrastructures. • Acted as the departmental subject matter expert on voice, data, and IP products and processes within the CRC group.• Duties included working with the senior management to ensure that proper training is available to support all products and processes.• Managed, communicated, and executed actions plans through center wide training initiatives on process improvements, center efficiencies, and performance commitments for over 200 project management professionals.• Interfaced daily with senior and executive level management on internal and external escalations, order issues and process questions.

Marketing

Communications, Radio Operation