Telecom Operations Leader with CX Expertise

Courdell Irizarry

Brooklyn, NY • 718-***-**** • ********.***@*****.***

PROFESSIONAL SUMMARY

Technical Operations & Customer Experience Manager with 7+ years overseeing large technician teams, resolving complex escalations, and coordinating engineering, construction, NOC, QA, and dispatch functions. Strong record of stabilizing failing teams, improving KPI performance, directing outage responses, supporting mobile device systems, and implementing AI-assisted workflow logic. Remote-ready with high adaptability, decision-making clarity, and operational depth. CORE COMPETENCIES

Operations Management Service Delivery Customer Experience (CX) Field Workforce Leadership Escalation Management Outage Response Technical Troubleshooting Oversight Engineering Coordination KPI Optimization Job Readiness Approval Mobile Device Management Process Improvement PROFESSIONAL EXPERIENCE

Verizon – Brooklyn, NY

Customer Experience Manager (CXM) • Dec 2018 – Dec 2025

• Managed 22 technicians daily, frequently scaling to 40–60 during outages, shortages, or escalations.

• Oversaw scheduling, coaching, performance reviews, disciplinary actions, and daily operational flow.

• Directed KPIs: job completion rates, on-time arrival, repeat trouble oversight, escalation resolution speed, and dispatch cycle efficiency.

• Coordinated Construction, Engineering, NOC, QA, Customer Service, Warehouse, and Dispatch operations.

• Led outage restoration, VIP escalations, chronic trouble cases, and high-impact service failures.

• Interpreted engineering prints, validated test readings, ensured compliance, and approved construction readiness.

• Served as device specialist for tablets, Intelligent Hub, and mobile software systems.

• Trained new managers and technicians on service logic, operational standards, and troubleshooting processes.

• Revitalized a failing district team and frequently assigned complex escalations. Verizon – Brooklyn, NY

Field Lineman • Jan 2018 – Dec 2018

• Installed and maintained telecom infrastructure using aerial lifts, ladders, and pole-climbing equipment.

• Interpreted engineering plans and ensured ANSI/TIA/EIA and NEC compliance.

• Supported both residential and commercial service operations. EDUCATION

Berkeley College – New York, NY

Bachelor of Business Administration, IT Management (Academic Excellence) – Dec 2013 NYC Technical College – Brooklyn, NY

Network Cable Installation – BICSI Level 1 Installer (100+ hours training) – Sept 2016 CERTIFICATIONS

• Class A CDL License

• BICSI Level 1 Installer

• Boom Lift Operator

• Scissor Lift Operator

SKILLS

• Operations Management • Customer Experience (CX) • Service Delivery • Field Workforce Leadership • Escalation Management

• Outage & Incident Response • KPI Management • Technical Troubleshooting Oversight • Engineering Coordination

• Job Readiness & Compliance • Mobile Device Management (Tablets, Intelligent Hub) • Process Improvement

• Cross-Functional Communication • Network Operations Collaboration • Workflow Optimization • AI-Enhanced Tools

KEY ACHIEVEMENTS

• Revitalized an underperforming team into a consistent, high-performing unit.

• Stabilized district operations during outages and workforce shortages.

• Trained new managers, enabling effective leadership transitions.

• Frequently assigned high-impact escalations due to precision and clarity.

• Maintained construction momentum by resolving blockers and validating readiness.

• Integrated AI-enhanced workflows improving operational efficiency.

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