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Customer Service Manager

Colorado Springs, Colorado, United States
November 08, 2018

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David P. Toth

Englewood, CO *****

Phone: 219-***-****



Highly motivated engineer, project coordinator/vendor management with the ability to drive complex projects from concept to completion. Experienced in engineering planning & design, customer service and service provider coordination. Proficient in daily administrative tasks necessary to maintain operations. Efficiently manages goals, quality standards and timelines for multiple projects.

Engineering Manager – Forecasting, Planning & Execution Business Communications Manager – RFQ/RFP’s of complex services Network Capacity Management/Performance Analyzation Strong Customer/Vendor Relations and Communication skills Office Administration / Time management Self-motivated, Team oriented and Interpersonal skills

PROFESSIONAL EXPERIENCE ATT Communications (aka: SBC, Ameritech, Illinois Bell) 1976 - 2018 225 W Randolph, Chicago IL 60606 / 161 W Inverness, Englewood CO 80112

Positions held: Engineering Manager – Trunk Planning/Projects, LTE 2005 - 2018 Manager - Business Communications, SalesOne 2003 -2005 Network Switch and Capacity Manager 1996 - 2003 Construction / Outside Plant / Central Office Technician 1988 – 1996 Marketing Customer Sales & Service 1976 -1988

Engineering manager ensuring the optimization and implementation of the ATT Midwest Public Switched Trunking Network (PSTN) including interconnectivity with Wireless providers, Independent Carriers, Access providers and CLEC’s. Weekly data analyzation of over 15,000 trunk groups to monitor traffic patterns, forecasting/trending and support corrective action with all parties, internally/externally, to maintain network health & control capital expenses.

Project coordinated implementation of approx. (240+) large scale corporate initiatives, evaluated project progress/roadblocks; analyzing best practices, explaining the advantages and repercussion of various strategies.

IE: Save the Tandem Initiative – project managed (team of 40) on EP2 -recovering an estimated $7m in stranded facilities, local Midwest telecom public network facilities, switch conversions - growth, rehoming & decommissions.

Collaboration and strategic discussions with ILEC/CLEC, IXC, Wireless customers; providing account management, billing assistance and interconnectivity performance success. Exceeded at resolving customer and corporate challenges with innovative solutions, systems and process improvements that increased efficiency, customer satisfaction and company revenue; while reducing corporate costs. Strong understanding of network switches to in/outside facility interactions, providing technical assistance to customers.

Supervised (2) Engineering management assistants/provisioning specialists, provided single point of contact for ATT Midwest switch services & trucking for (51) Central Office/Tandems. Coordinating with switch vendors, Lucent/Nortel/Siemens, negotiated timelines for equipment deployment, ordering, critical dates for service delivery, to ensure facility performance.

Built solid inter-departmental relationships and vendor accountability. Provided 98-99% network reliability and exceeded all corporate Trunk Planning & Engineering objectives. Surpassed corporate yearly targets of 2% maximum, FCC reportables, during major deployments/conversions and monthly interconnectivity performance.

Provide management operational support, address market segment planning issues to produce 98-100% on-time results and eliminate or minimize expedites/escalations; ensuring customer satisfaction levels at 100% and project success.

Managed SalesOne Marketing database, for 13-states, providing support for Sales RFQ/RFP’s; creating customer profiles, editing content and managing products & pricing. Accomplished in customer service; collaborate with cross-functional teams in support of customer needs. Experienced internal and external relationship builder with the proven ability to work with different personality styles.

Detail-oriented and dedicated office management professional with experience handling a wide range of sales & service concerns, accounting/billing, technical, administrative and executive-level requirements. Leveraging strong multitasking skills to improve upon customer service, sales support and corporate goals.


Bachelor’s Degree in Organizational Management, St. Joseph’s College, Hammond, IN

Associates Degree in Journalism, South Suburban College - South Holland, IL

ATT University - Management and Career Development

Proficient in Microsoft Office 2016, Telecom Network databases


Current ATT enrollment in Wireless 5G Next-Gen, Facilities/Equipment Wireless LTE Bronze Certified, 2012 St. Joseph’s College, Deans List (3 semesters)

ATT Service Ambassador 2008-2017

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