Manager Customer Service
Resume:
David Hogan
Email: *********@********.***
Address: ** **** ***** **. *** C306
City: Bedford
State: NH
Zip: 03110
Country: USA
Phone: 603-***-****
Skill Level: Experienced
Salary Range: $70,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
David Hogan
15 Iron Horse Drive
Apt C-306
Bedford, NH 03110
*********@********.***
I am interested in securing a position in Customer Advocacy, Customer Management or Project Management in the telecommunications industry. I have extensive, broad based experience with telecommunications equipment.
EXPERIENCE
Avaya Inc (December, 2010 - June, 2012)
Client Server Manager
The Client Service Manager offers support for service level management, service support planning, general Avaya internal advocacy, services solution knowledge-transfer and service escalation support, all from a single point of contact available 24/7.
Primary Responsibilities of Position:
* Act as the customers advocate to all Avaya departments and manufacturing partners. The Client Service Manager works to ensure that all internal offers, policies, procedures and performance expectations meet the client`s needs.
* Manage to completion any technical or business issue that is escalated which represents a significant risk to the customer. This service is provided 24 hours per day, 365 days a year.
* Provide Standard performance reports to the customer monthly and develop customized reports as needed.
Nortel Networks (July, 1992 - December, 2010)
Customer Service Account Manager
The Service Account Manager interfaces at multiple levels with Regional Sales/Marketing/Operation Services to ensure that all contractual commitments are met, issues are resolved and that customer satisfaction is maintained at a high level.
Primary Responsibilities of Position:
* Effectively coordinates account & core activities with the customer to maximize customer satisfaction.
* Develop detailed action plans to resolve customer issues providing written and oral reports to the customer, as well as Nortel Networks Management.
* Initiate customer meetings, operational forums & seminars to address specific concerns of the customer base.
* Monitor the progress of customer issues and ensure that action is taken to resolve problem areas and escalates as required.
* Assumes leadership role for specific projects/programs within the customer`s operations.
* Support and/or manage the implementation of Nortel Network products into the customer network.
* Supported the Customer`s ongoing day-to-day issues and queries.
EDUCATION
Avaya Aura Communication Manager Architecture
Avaya Aura Session Manager General Overview
Introduction to SIP
VoIP in Practice
Advanced Project Management
Voice Networking Fundamentals
Layer 3 Switching Technology
High Speed Switching
Advanced IP Routing Technology
Rindge Technical High School
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