Customer Service Manager

Lonnie R. Fackrell

**** *** **. ? SPRINGFIELD, OR 97478

************@*******.*** ? H: 541-***-**** ? C: 503-***-****

Customer Service Manager

Accomplished Customer Service leader with proven track record of effective

relationship management and issue resolution in a highly technical, fast-

paced environment. Proactively address customer needs to meet absolute

satisfaction. Work collaboratively across functions and levels on account

planning. Relied upon by peers, managers, and customer organizations for

system knowledge related to implementation, accounts receivable, pricing,

and products. Analytical thinker with advanced technical and diagnostic

skills and the ability to rapidly master new tools.

Major Account Team ? Contract Development & Support ? Teambuilding &

Coaching

Technology Training ? Telecommunications Services ? Revenue & Profit

Attainment

Professional Experience

VERIZON BUSINESS - PORTLAND, OR 1997 -2009

Service Manager

In this extremely customer-facing position, built and maintained

relationships within a high-end account base, providing superior service

and support to grow business through increased sales opportunities.

Delivered comprehensive account management services supporting bottom-line

goals. Developed cases for Business Development and Marketing teams to help

structure profitable and mutually beneficial contracts. Provided critical

customer needs-and-wants knowledge essential to negotiations. Reviewed

contracts to ensure all aspects were being met. Tracked and managed complex

range of service, contract, and technical matters to ensure timely

responses. Trained customers on web tools and mentored colleagues on web

tools and mainframe.

Key Contributions:

. Accountable for a revenue base of $10 million.

. Reduced Accounts Receivable from $1 million to less than $50K;

consistently maintained AR under the target of 16%.

. Wrote orders for Local, Long Distance, Internet, Data Networks and

Managed Services using custom Siebel application. Utilized mainframe to

make real-time changes to voice network.

. Maintained regular schedule of customer-facing presentations regarding

Service Reviews, Billing Reviews, and Inventory Reporting. Served as

first point of contact for any issues, including trouble reporting,

billing, implementation, and web tools. Mentored customers on

forecasting annual telecom spend.

. Collaborated with Account Team (including overseas Sales Team for

multinational customers) to develop Sales and Service goals.

. Successfully implemented seasonal call center for major catalog company

for 7 consecutive years.

Education

APPLIED SCIENCE DEGREE - HEALD INSTITUTE OF TECHNOLOGY, SACRAMENTO, CA

Selected Technical Proficiencies

Word, Excel, PowerPoint, Access, Outlook, Siebel

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