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.
• 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