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

720-***-****

adw8mx@r.postjobfree.com

Contact this candidate