Telecom & Customer Support Professional with Military Discipline

Shawn Detiveaux

Van Horn, Tx *****

432-***-**** - *****.*********@*****.***

Skills

• Customer service • Active listening

• Critical thinking • Data entry

• Customer relations • Problem resolution

• Call center experience • Computer proficiency

• Conflict resolution • Complaint handling

• Professional telephone demeanor • Customer satisfaction measurement

• Client relations • Call center operations

• Call management • Product knowledge

• Appointment scheduling • Paperwork processing

Professional Summary

Marine Corps veteran. Twenty years of technical computer and telecommunications experience. Experienced in designing, engineering a vast array of circuit types, as well as managing customer accounts. Seeking a position in the telecommunications or oil industry that will make full use of my extensive supervisory and organizational abilities that provides opportunity for growth and additional responsibilities. Intelligent, professional, energetic individual and confident that my experience, interpersonal skills, and ambition qualify me as an ideal candidate for a position with your company. Work History

09/2024 to Current Customer Service Representative Qualfon – Coeur d'Alene, ID

• Inbound calls for Centurylink customers migrating from copper to fiber. Placing orders in Salesforce and engineering system. Orders for Gig Ethernet, Gpon, Gfast

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03/2024 to 08/2024 Technician

Solv Solar Technician

• Service and maintenance of solar field and inverters. 10/2021 to 02/2024 Customer Service Representative Qualfon – Coeur d'Alene, ID

• Inbound calls for Centurylink customers migrating from copper to fiber. Placing orders in Salesforce and engineering system. Orders for Gig Ethernet, Gpon, Gfast

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11/2018 to 10/2021 Shop Hand

Black Gold Rental Tools – Odessa, TX

• Repair of drilling heads and various oilfield drilling equipment. Forklift certified 05/2015 to 09/2018 Regional Generator Field Technician Enchanted Rock LTD – Odessa, TX

Complete weekly site inspections to ensure generators are running at full capacity, perform regular maintenance as scheduled, troubleshoot with Volvo Vodia equipment, repair electrical, software, and mechanical malfunctions in generators, schedule out of scope repairs, create and update standard operation procedures.

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11/2010 to 05/2015 Customer Care Manager

Level 3 Communications – New York, NY

Single point of contact, taking care of all customer needs in regard to installation of new networks, network changes, expedite/escalation and billing. Working with sales, entering new/change orders in Salesforce, generating quotes. Acts as the single point of contact for assigned customer accounts which typically have a large revenue scope, have complex product needs, or require significant project manage ment due to the size of the organization. Proactively manages the customer's service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Responsible for managing large and complex customer implementation projects which includes but is not limited to creating and maintaining detailed project schedules, tracking the project's financial state, understanding unique aspects of projects as well as understanding technical and operational specifications

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10/1999 to 10/2010 Senior Circuit Design Engineer / Team Lead Level 3 Communications – Austin, TX

Circuit Design Engineer/Team Lead responsible for managing, tracking and verifying the circuit design process from order receipt to circuit turn up.

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Activities include: ordering CAP/LEC services, designing circuits across multiple network, coordinating with CCM team (Install Project Managers), Field OPS, deployment teams and CTI (Testers) to ensure clean test and turn up and provide troubleshooting when necessary.

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Team Lead/Management experience: Serve as lead for Central design team and train personnel in technical job functions related to circuit design

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• Supervise the training and activities of 10-12 employee owners at a time Manage orders through installation process to ensure accurate, timely provisioning and delivery

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Proactively communicate critical dates and installation status to the CCM and Sales account team.

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Responsible for circuit migrations and network optimization including design, determining cut points, customer notification and coordination with 3rd party vendors as well any internal parties involved

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Design high-level IRU and Optical services for Carrier and Business/National markets.

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Interface directly with Network Planning and Engineering on issues that require design involvement (such as deployment of new equipment and tributary reconfigurations) in order to support customer circuits and meet customer due dates

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Correct and maintain database integrity and inventory based on requests and updates from Field Operations and the National Operations Center.

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• Provided Granite training and design

09/1998 to 10/1999 Local Provisioning Specialist

MCI Worldcom

01/1994 to 08/1998 Personnel Security Chief

United States Marine Corps – Arlington, VA

Arlington VA 22210 Commandant's Special Security Communications Center. Title - Personnel Security Chief

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Education

05/1993 High School Diploma

Odessa High School - Odessa, TX

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