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.
• 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%.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.

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.

Marketing

Communications, Radio Operation