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Work Background
Lumen TechnologiesCustomer Care Manager III - PMO/Implementation Management Services (IMS)
Nov. 2023New York City Metropolitan AreaManaged end-to-end customer services for Federal Accounts at Lumen Technologies, partnering with a large team of professionals with the goal of delivering the highest levels of satisfaction and revenue growth. • Oversaw customer interactions from order entry to billing, promoting retention and satisfaction domestically and internationally.
• Acts as escalation point for customer issues, ensuring prompt resolution and exceptional service delivery.
Lumen TechnologiesCustomer Care Manager III - Service Delivery+
Jul. 2022 - Nov. 2023New York City Metropolitan AreaManaged end-to-end customer services for a top tier account at Lumen Technologies, ensuring highest levels of satisfaction and revenue growth. • Oversaw customer interactions from order entry to billing, promoting retention and satisfaction.
• Acted as escalation point for customer issues, ensuring prompt resolution and exceptional service delivery.
YWCA of BrooklynEvents Manager
Nov. 2015 - Jun. 2019Greater New York City AreaDuring my tenure here, I coordinated events to drive revenue growth and make efficient use of space. I collaborated with 12 maintenance and five security staff to execute successful events and grow revenue. I drove business development initiatives and acquired sponsorships, partnerships, and new private/corporate clients. • Planned and organized more than 800 events in 2017. • Boosted revenue by 126% with notable contributions to acquiring clients. • Consistently generated revenue each year.
VerizonCustomer Service Team Lead
Jan. 2009 - Jan. 2015New York City Metropolitan AreaIn my role as a Customer Service Team Lead at Verizon, I oversaw a team of 20 staff members, focusing on customer service and operational management. I led organizational meetings, information sessions, and customer service opportunities while promoting teamwork and positive working environments. I assessed personnel performance, delivered training opportunities, and boosted morale, resulting in an award for top bonus due to team development and personnel development.
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