Customer Service Manager

John Conklin

*** ****** **** **. ****: 919-***-****

Apex, N.C. 27523 ************@*****.*** Cell: 919-***-****

. Dedicated Fortune 500 Manager with 15+ years of experience in Project

Management, Account Management and Resource Management. Previous

experiences include Telecommunication technical support, Emergency

Recovery support and Design support roles.

. Respected builder and leader of customer-support teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company

goal attainment. Lead by example and ensure the execution of all process,

quality, and security policies.

Areas of Expertise

Customer Service Customer Satisfaction Cost-Reduction

Management Enhancement Strategies

Project Management Independent Contributor Networking

Subject Matter Expert Problem Solving Conflict Management

Professional Experience

Nortel Networks - RTP, NC

Emergency Recovery NPI Project Manager, 06' to 10'

Drive NPI issues following all processes, in an effort to meet and exceed

customer expectations while reducing product recovery times for DMS,

Succession, MEN, and Optical products. Strive to ensure new products can

meet departmental objectives. Verify third party contracts align to

corporate deliverables, negotiate alignment plan if needed. Ensure

training, work definitions, product access, and back-up product support is

available to team when product is field released. Provided support for

team on customer access issues. Additional group responsibilities:

Clarify procedure prime, Livelink knowledge manager

Technical Support Account Manager, 02' to 06'

Serve as a technical prime for major accounts in order to drive customer

issues to resolution and improve customer relationships. Provide direction

to members of internal teams on issue management. Responsible for driving

case responsiveness, customer satisfaction, special projects, service

revenue, and first level customer support. Focus on escalation management,

network evolution, and contract management. Accounts serviced include

Verizon, BellSouth, ALLTEL, and Comcast

Technical Support Resource Manager, 99' to 02'

Manage first level network technical support product groups. Provide

technical leadership in resolving customer reported problems. Coordinate

and solicit aid from outside departments in the resolution/root cause of

customer issues. Position involves the overall use of established/managed

processes, policies, practices, and standards as well as the management of

resources. Managed support for DMS platform, SPM, CCS7, Broadband STP, and

DMS Base legacy code support.

XPM Product Design Support Engineer, 93' to 99'

Investigate and resolve complex XPM field issues. Ensure optimum

communication level between first level support and XPM design. Provide 24

hour emergency on-call support for customer XPM issues. Screen, work, and

resolve complex XPM filed cases escalated from first level support.

Maintain leadership role with global support counterparts. Submit code

updates for open design stream fixes.

Education and Training

Tampa Technical Institute - Tampa, FL

Associates Degree Computer Engineering Technology

Florida Institute of Technology - Melbourne, FL

Associates Degree Computer Science

Training: Project Management, Management Skills Building program, Clarify,

Succession Networks, Supernode Data Manger, Signaling Transfer Point, VoIP,

ATM Networking, IPTV, IMS, Digital Networks, C++ training, Kepner-Tregoe's

resolve troubleshooting workshop, Call Processing, Debugging tools, PROTEL,

Unix Fundamentals, Data Communication Systems, Microsoft Office tools,

Visio, Records Management, Electrostatic Discharge, Lean and Six Sigma

tools.

I spent the last 2 years living between NC and FL after a death in the

family. I had to provide immediate living assistance and work to settle

the estate. All matters have been resolved and I'm back in NC on a

permanent basis.

Contact this candidate