Nicole Dibble Email & Phone Number

Guiding customer enablement and transformation towards the future of cloud networking and security!

Colorado, United States

Colorado, United States

• Responsible for customer facing experience in SD-WAN & SASE projects including hosted and on-premise deliveries, public and private cloud access, cloud security, and WAN infrastructure• Act as customer advocate for issue resolution, product enhancements, solution development, and varying levels of escalation• Manage revenue forecasting, billable engineering hours, identify project risk and develop mitigation strategies, and provide the customer with reports and executive summaries• Ensure deliverables meet or exceed expectations while working with teams for continuous improvement on processes and delivery strategies

United States

• Coordinated and drove GCI Business Architecture development of SD-WAN managed service• Managed hypervisor and virtualization testing, change control, customer site proof of concept deployment, and vendor engagements• Collaborated with GCI Product, Marketing, and Engineering groups to develop customer-facing, legal and executive level documentation, project reporting, product roadmaps, and deployment training

United States

• Coordinated and directed GCI Business Architecture teams to develop scope and budget details for critical engineering & operations projects• Managed priority projects with multi-million dollar budgets for large enterprises, healthcare, and educational institutions• Managed team resources, implementation, and testing schedules to meet deployment goals for both infrastructure and product development• Delivered management reporting, product road mapping, use case development material, and vendor coordinated bug and feature request documentation

United States

• Coordinated within GCI departments to submit, design, and coordinate completion of customer and internal circuit requests supporting business and customer growth• Collaborated with Circuit Engineers and Provisioning departments to ensure system accuracy for circuit, facility, and inventory• Internal escalation point for Managed Broadband Services circuit design, implementation, and troubleshooting• Coordinated with LECs, Carriers, and PUDs for circuit quotes, timely delivery, and troubleshooting

United States

• Coordinated with GCI Engineering and Operations to submit and fulfill new TDM and Ethernet circuit requests supporting internal business and customer growth• Responsible for tracking and reporting to meet project deadlines and customer expectations• Utilized the MetaSolv application for circuit order creation, equipment specification design and modeling, and inventory accuracy• Coordinated with external providers for circuit design and delivery

Anchorage, Alaska Area

• Responsible for IP Portfolio lifecycle management including sales and product collateral development, internal revenue tracking, creation of job aids, external sales aids, product descriptions, service guide language, and online content• Provided training and support to internal groups during product implementation from initial quoting through billing• Collaborated with and managed internal project groups including Engineering, Operations, Provisioning, Field Services, and Sales teams

Anchorage, Alaska Area

• Processed and tracked business orders for Frame Relay, ATM, Ethernet, Private Line, AT&T VPN and AT&T Alaska Internet Services to completion• Coordinated across Sales, Field Services, Product and Provisioning to ensure successful completion of Private Line and Ethernet circuit orders • Collaborated with AT&T Product Management on internal system process beta testing and implementation.

• Planned, developed, and provided training for new products and services. • Analyzed training needs to develop new training or modify existing documentation. • Assisted in answering product and policy questions from all GCI departments. • Independently set-up, presented, and broke-down training classes and coordinated progress documentation between departments.

Anchorage, Alaska, United States

• Improved call volume and customer satisfaction by monitoring call center queues and handling escalated customers and accounts in all product lines. • Researched representative’s questions related to GCI products, services, and internal systems. • Assisted in supervisory tasks to improve team and representative efficiencies.

Anchorage, Alaska, United States

• Assisted Cable TV and Internet service customers and tier I representatives in a call center environment. • Provided escalated GCI services troubleshooting, customer and billing escalation management, and employee coaching. • Provided consistent support to on-duty leads and supervisors by closing the call center, managing projects, and handling account research while performing CSR I duties.

Anchorage, Alaska, United States

• Assisted customers with GCI service and account troubleshooting and maintenance in a call center environment while marketing GCI Cable products and promotions. • Gained proficiency in CableData while working with customers to resolve billing and service inquiries.

General Studies, Graphic Design

Currently holding 66.5 credits.

Education record