Telecommunications Operations & Customer Support Leader
Resume:
JENELL R. DELEON
Arvada, CO *****
******.************@*******.***
PROFESSIONAL SUMMARY
Results-driven operations and customer service leader with 10+ years of experience in telecommunications, technical support, process improvement, escalation management, and team leadership. Proven Subject Matter Expert with a strong track record of reducing operational volume, improving workflows, and leading cross-functional initiatives. Recognized for driving measurable improvements, mentoring teams, and supporting high-level corporate escalations.
PROFESSIONAL ACHIEVEMENTS
Created and implemented new processes for, E911, and Change of Service workflows
Subject Matter Expert for development, testing, and implementation of DocuSign Letter of Agency, Telephone Number Transfers, and End-to-End Porting Process
Redesigned porting process, resulting in a 70% reduction in volume over a rolling 6-month period
7+ years of leadership experience developing, mentoring, and motivating peers and employees
Completed Harvard Manage Mentor – Project Management Program
PROFESSIONAL EXPERIENCE
ECI Solutions
2021 – 2026
Application Support Technician
Provide inbound and outbound technical support for JobBOSS manufacturing software. Deliver customer-focused solutions while maintaining high productivity and ownership of cases.
Troubleshoot software issues across accounting, inventory, production, and reporting modules
Guide customers through system functionality, best practices, and workflow corrections
Research and document cases to ensure timely and accurate resolution
Demonstrate strong self-motivation, time management, and case ownership
Collaborate with internal teams to escalate and resolve complex issues
Comcast Corporation
2012 – 2021
CAE 4 – Commercial Customer Service (Repair)
2018 – 2021
Responsible for resolving complex customer issues escalated from Tier 1 support and corporate leadership. Owner of high-level escalations and process improvements.
Led discovery, analysis, and implementation of the RCF Not Working process
Designed and launched new RCF workflow by collaborating with stakeholders and facilitating supervisor and agent training sessions
Appointed Lead of Tier 1 Assist Program, providing guidance, education, and ticket resolution support
Served as acting point of contact for peers and leadership during leadership absences
CAE 4 – Commercial Customer Service (Porting)
2013 – 2018
Managed business customer telephone number porting across multiple carriers and ensured compliance with legal documentation and carrier intervals.
Designed and developed classroom training materials for BSS transition
Partnered with cross-functional stakeholders to streamline porting processes
Team Lead responsible for daily ticket assignments and schedule coordination
Escalation point of contact for corporate and market-level issues
Designed four porting workflows and established full end-to-end porting lifecycle process
CAE 3 – Commercial Customer Service (Repair)
2012 – 2013
Provided SMB voice, internet, and cable repair support.
Selected to assist Tier 2 group during high-volume periods
Recognized for exceeding performance expectations
T-Mobile America
2010 – 2012
Role Model Representative (RMR)
Assisted operations with escalations and team support
Co-facilitated new hire onboarding classes
Served as interim supervisor for teams of up to 16 employees
Inner Circle Top 10% Award (2011)
2011 Valedictorian Award
Financial Care Representative I
Managed delinquent account calls, payment processing, and arrangements
Applied strong de-escalation and interpersonal communication skills
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