Customer Service Manager
Resume:
JEFFREY P. LUCAS
Kennesaw, GA
www.linkedin.com/pub/jeff-lucas/9b/a1/a10
*********@*******.*** 770-***-****
CUSTOMER SERVICES MANAGEMENT PROFESSIONAL
Customer Services Management Professional with 20 years of experience in managing complex
accounts and projects. Known for being organized, detailed-oriented, and coming up to speed
quickly. Strategize and prioritize effectively to achieve results. Assess client needs and convey
complex information with clarity by leveraging listening and communication skillset.
PROFESSIONAL EXPERIENCE
Sprint, Atlanta, GA 7/2012 to Present
Solutions Support Engineer / Pricing Development –
• Develop and implement pricing strategies for new and existing wireless products,
including rate plans, devices, promotions, and other features and services.
• Develop forward-thinking pricing strategies that optimize sales and margins.
• Continually evaluate competitors' pricing and marketplace dynamics to assess the
impact on the business and develop pricing strategy recommendations.
• Structure and execute ad-hoc pricing analyses and forecasts for wireless and wireline
services.
• Ongoing assessment of effectiveness of all price optimization decisions.
• Work with marketing team to test pricing hypotheses, measure impacts, and develop
pricing strategy insights and implications.
• Track key business metrics (e.g. net adds, sales, margin, churn, etc.) to continually
evaluate and refine pricing strategies.
• Partner with marketing and sales to ensure pricing strategies that support evolving
business objectives.
• Establish and assure adherence to budgets, schedules, work plans and performance
requirements.
• Maintained a 95% on time rating each month, resulting in new contracts worth
millions of dollars.
•
Vendor Manager – 3/2009 – 7/2012
• Executed and refined service delivery methods and procedures by providing input to
program managers during development of vendor contracts.
• Delivered projects on time and under budget by working with accounts teams and
program manager’s to understand SLA and financial obligations.
• Maintained status and issue tracking to customer and/or account team within the
program management project tool.
• Monitor and enforce contracted financial obligations of vendors to stay within Sprint
guidelines. Resulting in customer satisfaction.
Influential in maintaining current Sprint customers by resolving their questions and/or
•
disputes. Obtained approximately $40 million in service for new customers.
Business Customer Service & Technical Support Representative – 8/2007 – 3/2009
• Interacted directly with consumer and business customers, resolving billing and
return credit inquiries and problems.
• Researched, analyzed and verifies billing data using multiple source systems and
documents.
• Handled situations with customers which required extensive research times and
advanced problem solving skills.
• Recorded consistent problems and may maintained records of product pricing.
• Used computerized system for tracking, information gathering, and /or
troubleshooting.
• Coordinated resolution and follow-up with external organizations, ensuring efficient
customer service.
• Managed multiple issues and maintained high level of resolution rating, resulting in
90% accuracy for account closures.
Senior Account Manager – 7/2000 – 8/2007
• Served as single point of contact for an assigned base of customers, providing service
for dedicated/switched voice and data products.
• Collaborated with sales, sales support, customer service, and pricing/billing,
identifying and resolving complex customer disputes.
• Saved Sprint millions of dollars in dispute resolutions while maintaining a high
efficiency rating on all reviews.
WORK HISTORY
Job Title
Caterpillar Financial Services Corp, Marietta, GA 1999 to 2000
Customer Service Manager
Orix Credit Alliance, Kennesaw, GA 1996 to
1999
Customer Service/Credit Manager
EDUCATION
BS, Public and Social Services, Kennesaw State University, Kennesaw, GA
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