Customer Service Engineer

Jacqueline K. Wagner, RCDD/NTS Designer

Summary

Excellence driven with 13 years successful experience in customer service and support with recognized strengths in interpersonal communication, technical knowledge, organizational skills, problem-solving, team building, and planning/implementing proactive procedures to avoid issue escalation. Focus on customer satisfaction with determination to build trust and customer delight. Successful network engineer responsible for large corporate structured cable design and network implementation projects. Strong project management experience with proven ability to multi-task and excel in cross-functional team environments. Holds a Masters Certification in IT Project Management. Acquired and continue to maintain BICSI certifications in Structured Cable Design/Implementation and Network Technology Systems Design. Consistently provides quality customer service while driving technical support teams to address critical customer needs.

_______________________________________________________________________________________

Professional Experience

Customer Service Manager – avaya.com, Basking Ridge NJ, 1999 - 2012

Worked with Business Partners proactively managing case loads, escalations, contract disputes, training/certifications and inventory management.

• Supported sales reps in on-boarding of new accounts and upgrading existing services.

• Defined action plans for critical escalations, engaged appropriate technical resources and drove efforts of the team to resolution of all issues.

• Chaired monthly customer meetings covering open case prioritization and closed case feedback and lessons learned.

• Quickly and effectively defined and solved customer challenges to prevent escalation.

• Strong work ethic while maintaining solid Partner relationships and constantly seeking new ways to improve customer service.

• Major contributor to GRT and GRSD teams during acceptance testing of new support tools

Senior Network Engineer – AmericanExpress.com, Phoenix AZ, 1986 - 1997

Designed and implemented structured voice and data cabling systems and managed LAN/WAN networks for worldwide corporate offices.

• Developed and provided cabling design and best practices training classes.

• Received American Express “Quest for Quality” award

• Received recognition from ANSI/TIA/EIA for work as editor of the first published structured cabling standard.

• Core member of network migration team who received the Malcolm Baldrige award for Total Quality Management

Education

George Washington University, Washington, DC

Masters Certificate in Information Technology Project Management

Building Institute Consulting International, Tampa FL

Certified Registered Communications Distribution Designer

Certified Network Technology Systems Designer

Avaya University

Certified Avaya Professional Sales Specialist (APSS) – Unified Communications

APSS – Small to Medium Enterprise

APSS - Data

Contact this candidate