Customer Service Project Manager

JOSEPH A. DIPRETE

401-***-**** ********@*******.***

PROFILE

Dynamic, customer focused, and creative professional with career experience

in the telecommunications sector. Have negotiated payment agreements with

many customers while at Verizon. Recognized by customers and colleagues for

superior customer service, being highly organized and detail-oriented.

Excellent communication, technical skills and coordination of services.

TECHNICAL SUMMARY

MS Office Products, Citizen's Bank web applications (Change management,

PACS) Internet changes, firewalls, databases and Verizon web applications

(Requestnet & Etrak), T1, T3, Frame Relay, and Flexgrow

PROFESSIONAL EXPERIENCE

Hertz Rent A Car, Warwick RI

Transporter 2012

Maintain car inventory, transport customers to airport and provide

excellent customer service.

RBS Citizens Bank/Wellspring Group, E Providence, RI

Consultant: Data Change Coordinator 2010

Worked as the coordinator between Verizon Business, Citizens Bank and

ScotiaBank to install

a new transition network. The transition network connected both diverse

banking systems while

maintaining the security and integrity of both banks. We made frequent

changes, adding firewall

restrictions, changing ports, adding and modifying circuits.

Verizon, (1982-2009)

Implementation Specialist/Project Manager, BSG National Customer Service

(1997-2009) Lowell MA

. Handle service requests from initiation of order through the

implementation and changes processes for hi-cap services, such as

digital data circuits and complex telephone networks.

. Consistently manage the highest number of customer change requests in the

center.

. Received numerous commendations from customers and agents.

. Achieved significant win-backs - transitioning customers back from CLECS

and resellers.

. Coordinate customer changes and new installations, meeting or exceeded

the customer's expectations.

Customer Service Representative, Verizon BATC (1995-1997) Taunton MA

. Handle service requests for telephone services and analog data circuits

for large customers.

. Trained and coached new service representatives on all aspects of

customer relations and how to provide excellent service

. Composed all the complex E911 listings for towns and cities in

Massachusetts.

Customer Service Representative, Verizon GBSC (1994-1995) Boston MA

. Handle service requests for telephone services for small to medium

customers.

. Achieved second in overall sales within the first few months in the

office.

. Quickly got up-to-speed on Business Services while helping teach billing

to other service representatives.

Customer Service Representative, Verizon Home Marketing Center (1982-1994)

Providence RI

. Handled all special services requests (e.g. off-premise extensions,

foreign exchange, special billing calling cards) and anything out of the

ordinary.

. Served as a long-term member of the Customer Advocate Group, handling new

installations with due date or facility problems.

. Technical Certification in Telecommunications Technology, WTI

EDUCATION & LIFELONG LEARNING

Roger Williams University, BS in Business Administration;

CCRI, AS in Marketing Metrix: Business Coaching:

Getting Ready to Coach, Conducting Sessions, Building the Coach

Relationship

Webinars: Network Firewalls, Wans and Lans

Career Pathways-CCRI

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