Service Delivery Manager
Resume:
Thomas Lucero
I am a self-motivated professional with 25 years of experience managing the customer experience and customer relationships for Avaya’s top accounts in the telecom industry. Through self-study, I have recently expanded my skill set into Cloud environments and Cybersecurity to enhance my service delivery.
Experience
Education
Avaya - 25 years
Global Services Director (GSS) / Sr. Service Delivery Manager (PCMS)
June 2014 – December 2022
Morrison, CO (VO)
The Services Director owns the end-to-end Services relationship with the Customer. Responsibilities include:
Developed and fostered close working relationships with Avaya customers, including executive leadership.
Achieved top CSAT scores within my team for managing customer expectations and delivering value.
Achieved growth in GSS and PCMS revenues by 25% for the past two years in my primary account, by 20% in my secondary account.
Leveraged the escalation process in multiple accounts by bringing executive alignment to significant Customer issues.
Oversaw and delivered root cause investigation for critical service issues.
Championed the continuous improvement strategy in assigned accounts.
Oversaw 3rd party vendor relationships in Call Recording and 911 services to meet contractual service levels.
Directed diverse engineering teams from different geographic regions to resolve complex issues.
Avaya Client Service Manager (CSM)
Jan 2007 - Jun 2014
Morrison, CO (VO - Regular travel)
Avaya Systems Application Specialist
Feb 1998 - Jan 2007
Associates Degree in Electronics Engineering
Denver Technical College
Job Related Coursework
Open University of England
- Managing Difficult Customers
-Organizational Behaviors
Skills
Leadership
Teamwork
ITIL Foundation Certified
Problem solving – Critical Thinking
Escalation Management
Communication
Process Improvement
MS Office Suite Proficient
Technical Support
Certificates
ITIL Foundation
ITIL Intermediate Study (no certificate)
Become a CompTIA Cybersecurity Analyst (CySA+ CS0-002)
Cybersecurity for Enterprise Leadership
AWS Cloud Practitioner
Contact
3575 S. Nelson Cir Unit 10-105
Lakewood, CO 80235
**********@*******.***
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