Nicole Luengen Email & Phone Number

I manage a team of individuals dedicated to training our customers on how to master and get the most out of the products and solutions offered by Momentum. I oversee the training process involved with onboarding new customers and continued education for existing customers. This includes developing training for new products, managing scheduling, performing online and in-person trainings, and creating supplemental videos and resources for customers. I am responsible for the onboarding process of new employees to the team, along with executing performance evaluations and productivity reviews.

Supervise a team of individuals who provide support to Project Managers by completing tasks associated with projects and migrations. We manage some projects internally within our department. The team also handles the onboarding of Commercial customers into our Business Services program.

Supervised a team of Network Analysts responsible for managing Commercial subscribers accounts. Provided support to internal departments with tasks that required advanced technical support skills. Responsible for the training and documentation of processes and procedures for the department.

Managed onboarding of new subscribers into the Commercial Services program. Provided monitoring and support of data, VoIP, networking, email, and applications for commercial subscribers.

Monitor the cable and fiber networks of over 250 broadband and cable providers to provide real-time response to alarms.

Handled inbound and outbound calls helping customers resolve Internet, Email, Networking, Abuse, Business and VOIP issues. Also reported outages, provisioned Static IP addresses and equipment for local technicians and customers. Diffused upset customers while troubleshooting to resolve their issue, placing a trouble call, referring the customer to further support, or escalating to the appropriate department for resolution.