Customer Service Maintenance
Resume:
Dean Petrocco
Thornton, CO *****
****.********@*****.***
OBJECTIVE
My goal is to obtain a dynamic, challenging opportunity that contributes to the outstanding success of the business via 10+ years of telecommunications and marketing/business experience in various industries where I provided superior value and service.
DEMONSTRATED SKILLS
I have over ten years of experience in a telecommunications NOC environment, including four years of experience with cellular, wireless and wire line telecommunications products and services. I have demonstrated proficiency with all computer programs including Microsoft Windows and Microsoft Office Systems. I am able to identify and analyze business objectives and stimulate additional revenue based on market trends. I am trustworthy, ethical, discreet and committed to superior customer service. I have proven myself to be detail oriented, hard-working and resourceful in completing projects with the ability to multi-task effectively and think outside the box. I am a highly organized energetic business professional with demonstrated abilities to anticipate, produce, and implement creative solutions that deliver business goals.
Capabilities include:
Knowledge of Remedy, TBS, AMOF, Legacy Systems, React, SONET
Experience with loyalty and retention tactics
Experienced in researching, planning and implementing new projects and programs with focus on immediate, sustained and long-range results
Skilled in developing excellent relationships with clients, co-workers, and other departments
Team player
Strong Verbal & Written Communication skills
Detail Oriented
Problem Resolution
PROFESSIONAL EXPERIENCE
Comcast Ad Delivery
Client Manager
Centennial, CO
10/2014 – 3/2015
I handled all aspects of managing the client’s advertising accounts, including setting up new accounts, processing orders efficiently, interfacing with Radio and Television professionals, producing sales and tracking reports, budgeting, coordinating services within Comcast’s various divisions, business coaching, marketing, customer service and sales. This was a temporary contract position which I left once the project was successfully completed.
Global Cloud Xchange
Change Manager
Denver, CO
07/2014 – 10/2014
I managed customer accounts to ensure all technical maintenance activities were performed within specified time, cost, and activity. This included conference calls with internal departments and external customers to go over planned maintenance activity so that all metrics were met satisfactorily. I worked closely with other departments to achieve set goals which we routinely exceeded. This was a temporary contract position which ended when the goals were met and exceeded.
Qwest/Century Link Communications
Change Management Tech
Littleton, CO
06/2009 – 03/2014
I managed all aspects of maintenance on Qwest/CenturyLink circuits/services, including communicating with clients, running reports, consulting with management, and maintenance testing. Documented and maintained logs, charts, and testing data for new installations, upgrades, and maintenance calls. Provided site troubleshooting support through testing, identification and correction of issues. Strategically planned network maintenance according to customer orders, technical specifications, and manuals.
Broomfield Police Department
Communications Specialist
Broomfield, CO
09/2008 – 1/2009
I was in charge of dispatching Police, Fire, Medical, and Special Operations for the City and County of Broomfield. I took intake reports from citizens, business owners, and travelers with various problems, crimes or in need of assistance from the emergency response units. Knowledge of CAD system, police laws and code enforcement as well as CCIC/NCIC knowledge. This position required a high level of functioning, quick thinking, clear communication skills and problem solving which I excelled at.
Key Bank
Collections Analyst
Westminster, CO
03/2008 – 09/2008
I was responsible for all collection activity on delinquent loan accounts. Reconciling customer accounts, sending account summaries, and providing monthly invoices in a professional and timely manner. Ensured Key Bank customer relationships through ethical and proper collection activity and follow up. Extensive customer service and detail oriented was required.
Level 3 Communications
Collections Analyst
TCAM Technician
Broomfield, CO
4/2007 – 03/2008
I was responsible for all collection activity on delinquent customer telecommunication accounts. Ensured Level 3 customer relationships through ethical and proper collection activity and follow up. Experienced with different telecommunications billing systems as well as auditing and reconciling customer accounts. Maintained customer transport services to ensure customer services are repaired in a timely and effective manner. Handled calls from customers; provided updates and testing with customers to resolve issues with their services. Tested with LECs and scheduled maintenance beyond our network.
Time Warner Telecom
Transport Service Delivery Specialist II
Littleton, CO
11/2000 – 01/2007
Used TWTC NOC processes and procedures to order and ensure fast and effective turn up of customer services. Participated in design of new order processes to streamline faster completion of all orders. Implemented new procedures to effectively complete orders early to increase Time Warner’s profits. Volunteered for numerous special projects and undertook additional responsibility.
US West/Qwest Wireless
Wireless Customer Care Advanced Specialist/Save team
Denver CO
06/1999 - 11/2000
Used strong negotiation, marketing and consulting skills to coach customers on the benefits of US West/Qwest wireless services. Reduced Churn with a save percentage of above 65%. Ensured customer satisfaction by addressing all concerns and performing individual account analysis to demonstrate and validate value for the customer. Utilized hands-on and side by side training techniques to assist other team members in the betterment of their escalated call handling skills and improvement of individual save percentages. Served as an assistant coach to train new employees to learn and meet objectives in a timely manner. Extensive experience with billing systems and customer invoicing.
EDUCATION
Northeastern Junior College
Sterling CO
1989 - 1991
Associates Degree in Marketing Management
Metropolitan State College
Denver CO
1989
Basic Studies
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