Member Team Customer Service
Resume:
Robert M. Gordon
Helfin, Alabama ****4
******.******@**********.***
Summary: Over 25 years of experience in Telecommunications with a strong Customer Service / Repair Center background. I have extensive experience building and leading successful teams, my job experiences and initiative have helped to develop solid technical and managerial skills with unique problem-solving abilities and concepts. I believe in a collaborative approach to teamwork, I am a strong communicator with excellent interpersonal skills; I have always been a self-starter with a high drive to be successful in all endeavors I take on. I also have strong beliefs that Customer Experience is one of the highest priorities for me and should be shared across organizations. I have proven abilities to multi-task and the ability to manage multiple projects, departments, customer relationships, vendor relationships and deliver results to internal and external customers. 2015 Earthlink Circle of Excellence Winner.
Sr. Manager, SE Advanced Services Legacy, Domestic Repair- Windstream- Present Role – Currently Managing a 62-member team that reaches across multi states. I currently have teams in Anniston, Arab, Rochester and Greenville.
Elite Svc 03/13 to present: Adv Svc consist of customers $5,000.00 and above. Adv Svc is responsible for the Top 200 MRR customers in our company and strive to perform at a high level to support such customers. Services include Voice, Data, Dso, T1, Ds3, Ethernet, Hosted Voice, integrated services among others.
Emerging Technologies Nov. 1 2015 to 2021: provides a single point of contact, customer focused, industry leading support model for our customers with our most advanced products and services. Services include SD-WAN, IPSEC ADVANCED, OFFICE SUITE to name a few.
Domestic Repair Jan 2015 to Jan 2019: consist of customers $24,999.00 - $5,000.00 in addition to any offshore issues moved onshore. Services include Voice, Data, Dso, T1, Ds3, Ethernet, Hosted Voice, integrated services among others.
Manages the day to day operations of the Team 24x7 365 days a year operation.
Removes roadblocks and mentors Supervisors, Team Leads and techs in my daily role.
Establishes tools and evaluate performance data and issue trending analysis to improve customer service & identify other operational efficiencies.
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Researches and formulates plans to resolve problems concerning departmental functions, processes, procedures.
Promotes interdepartmental process coordination by building and maintaining relationships within & external to the department.
Partners with other EarthLink operations units to support standardization of tools & processes to maximize growth potential, cost reduction and the provision of excellent service.
Recruits, hires and provides coaching and development to employees.
Tier 3 / Chronic Supervisor- Earthlink 02/08 to 03/13
Responsible for stability of customers with advanced support issues requiring a high level of support and troubleshooting.
Responsible for reduction of Repeat issues on T1 facilities.
Responsible for reduction in Churn
Partners with other Earthlink Supervisors and Managers to test, train and deploy new products for technician growth within repair.
Proactively identify issues within the network and work directly with Engineering to develop processes for resolution.
Responsible for all customers invoking “Best Guarantee” to be released from there contract. Work hand in hand with the War Team to address all outstanding repair issues and save every customer. Team Maintained 98.5% success rate.
Team Lead 03/05-02/08 ITC^DeltaCom Anniston, AL
Team Lead T1 testing and analysis Level 3 Technical Support
Responsible for testing and maintenance of all types of service for all
ITC^DeltaCom customers. Oversees T1 analysis which consist of ten
Technicians. Testing of carriers and trunks for local and long distance,
DSO testing for analog and digital services, troubleshooting and
Resolution of all types of dialing or translations related problems.
Troubleshooting of Frame Relay and ISP Service. Provide manager
Status reports on maintenance issues. Maintain knowledge of procedures
To correct discrepancies and participate in training programs to receive
Additional job skills.
Technician 01/00-3/05 ITC^DeltaCom Anniston, AL
Performed duties as a Level I, Level II, and Level III, and Chronic
Technicians. Utilizing skills in mathematics, computer skills in MMI
Language, the ability to interpret operation and maintenance procedures.
Posses outstanding telephone etiquette.
1996-1999 Public Wholesale Gadsden, AL
Hardware Manager. Duties included inventory control, ordering, sales,
And customer Service, training of new hires, deposits of funds, and
Opening and closing of the store.
1993-1996 Lowe’s Hardware Gadsden, AL
Delivery Supervisor. Duties included scheduling and dispatching of
Deliveries, customer service, and inventory control.
1985-1993 Operations Manager - Marvin’s Hardware Gadsden and
Trussville, AL
Started as a delivery driver and went through management training and
Promoted to assistant operations manager. Then was promoted to
Operations manager of the Trussville store. Duties include overseeing
Employees, hiring and firing of employees, operations of the lumberyard,
Inventory control, loss prevention, scheduling deliveries, training, and
Teaching classes on safety and loss prevention.
Education: Gadsden State Community College -1996-1999 Gadsden, AL
Associates Degree in Telecommunications. 4.0 grade average and was
Honored with a Membership in the International Honor Society, Phi
Theta Kappa. I was honored and recognized in the College’s President
List.
ADDITIONAL
TRAINING:
DMS Switch
5E Switch
2800 series mux
3000 series mux
Metaswitch
Alcatel dacs
Panasonic, Mitel PBX installation and maintenance
Empirix
GCS to include LCR
React Testing
Adtran cpe, all series
SAS call search
Genview
Fusion Splicer
Nortel PBX
Excel
Word
Frame Relay
Airtight/ MOJO
ATT LTE
Astra Phones
Polycom Phones
MRS
ATA with Audio code.
SDWAN
FORTINET BASIC
Ucass
Network Design
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