Stephen Jackman Email & Phone Number

Remote

United States

• Promoted to Advanced Services Manager in November 2018 while still maintaining Voice Operations Manager duties• Managed daily core operations for 60 employees and four supervisors across Tier I and Tier II departments with a focus on support, billing, product growth, and customer retention• Directed a team of agents specialized in SIP Protocol sales, installation, and support of Enterprise Commercial customers• Participated in the initial SaaS testing phase of an internal launch of Google Workspace (G-Suite) as part of a company-wide deployment• Accomplished a network migration project on time, successfully moving 250k customers as part of a company acquisition• Transitioned provisioning servers for 25k customer accounts from one company to another• Collaborated with vendors in support of data and voice services, including troubleshooting of network security vulnerabilities using various internal tracing tools• Coordinated with other carriers to re-route voice traffic in order to troubleshoot and resolve large-scale customer issues• Organized weekly staff meetings to review progress, explore development improvement opportunities, and provide feedback• Presented monthly KPI’s, NPS, and eNPS metrics for multiple departments to Senior Leadership teams• Analyzed data patterns to develop departments’ customer service procedures, policies, and process improvements• Acted as liaison for internal and external complex projects, ensuring timely and accurate execution of deliverables• Partnered with cross-functional business groups to review monitored calls, turnaround times, and specific departmental service level objectives• Developed and implemented an accelerated plan to migrate 120 call center agents to a new cloud phone system 6 months before the original target date• Supported departmental hiring by working with the recruitment team to determine forecasting needs

Rochester, New Hampshire, United States

• Managed daily voice operations for six direct reports overseeing 75-100 new customer port-ins per day• Executed and delegated rejected LNP orders, customer voice escalations, and customer complaints, determining solutions through various internally hosted ticketing systems• Organized weekly staff meetings to review progress, explore development improvement opportunities, and provide feedback to direct reports• Implemented and maintained attendance tracking systems ensuring departmental compliance with policies and guidelines• Established and maintained regular communication channels with both internal and external departments, ensuring the seamless exchange of information on a daily basis

Rochester, New Hampshire, United States

-Support installation technicians on day of installation voice activations and trouble calls -Support customers with pre and post-installation voice issues via internally hosted ticketing systems

Rochester, New Hampshire, United States

Performed installation of of voice, data and video services in customer homes. On-site troubleshooting of customer issues for voice, data and video services. Assisted maintenance technicians with various area service outages.