Enterprise Telecom Customer Success Leader

Valerie L. Sneed

**** ** *** ***, ******* Rapids, NC 27870 908-***-**** *******.*.*****@**.*** PROFESSIONAL SUMMARY

Accomplished Customer Support and Operations Leader with over 20 years of dedicated experience at Verizon, specializing in enterprise account management, team coaching, and cross-functional problem-solving. Proven track record of managing technical service delivery, mitigating service delivery roadblocks, and maintaining exceptional satisfaction metrics for large business clientele. Highly skilled in navigating complex database environments, optimizing client retention, and managing technical escalations. Fully equipped with a dedicated home office infrastructure and looking to transition my enterprise telecom expertise into a remote Customer Success Manager or Account Management role. CORE COMPETENCIES

• Enterprise Account Management • Technical Escalations & Support

• Team Leadership & Coaching • Client Retention & Relations

• Telecom Infrastructure (T1, T3, Sonet) • Database & Order Management Systems

• Process & Workflow Optimization • Cross-Functional Collaboration PROFESSIONAL EXPERIENCE

Supervisor - Service Delivery & Assurance (SD&A)

Verizon Communications — Livingston, NJ

2014 – March 2020

• Coached, developed, and led a high-performing team of 14 to 17 Network Technicians, Customer Service Agents, and Exchange Layout Assigners providing specialized support to Verizon's Large Business Clientele.

• Managed multiple business-critical daily performance and delivery reports simultaneously, successfully adhering to aggressive corporate timelines.

• Identified, tracked, and systematically resolved complex, cross-functional roadblocks impacting major account project deliverables.

• Supervised operational maintenance workflows closely, coordinating critical weekend maintenance coverage and rapid incident responses.

Supervisor - Customer Service & Provisioning

Verizon Communications — South Plainfield, NJ

2004 – July 2014

• Guided a dedicated customer care team in the complex provisioning of high-tier services including DS1, DS3, TLS, VON, and Sonet architectures.

• Spearheaded data-driven tracking mechanisms using advanced spreadsheets to monitor lifecycle metrics and completions for all active corporate client deployments.

• Managed weekly technical alignment calls, interfacing directly with enterprise clients and internal departments to eliminate operational roadblocks and protect delivery targets. Page 1 of 2

Customer Sales & Technical Representative

Verizon Communications — Newark, NJ

1992 – 2004

• Negotiated, authored, and fulfilled intricate technical service orders for complex systems (ISDN PRI/BRI, DS1, DS3, and TLS) aligned with FCC and BPU regulations.

• Leveraged deep technical subject matter expertise in core telecom infrastructure including T1/T3 configurations, analog/digital circuits, Centrex, and ATM networks.

• Evaluated and qualified complex service needs for tier-one corporate clients, directly driving portfolio optimization by handing off strategic opportunities to Corporate Account Managers, Executives, and Engineers.

EDUCATION

Bachelor of Science in Business Administration

Berkeley College — Woodbridge, NJ

Graduated: 2008

Associate in Applied Science

Berkeley College — Woodbridge, NJ

Graduated: 2005

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