Amanda Pepper
Tacoma,WA
Summary
Experienced technology professional with a proven track record, seeking a challenging position in a fast-paced, growth-oriented organization. Committed to delivering exceptional customer satisfaction, taking initiative, and consistently delivering high-quality performance. Dedicated to driving company success through the application of skills and expertise, while continuously striving for professional growth.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
31
31
years of professional experience
Work History
Manager Service Delivery II
Centurylink Communications
07.2017 - Current
- Manage, lead, and support activities of 15 Customer Care Managers who provide moderately complex to complex sales support for Wholesale customers
- Hire and manage performance of assigned departmental employees
- Provides input to sales management about trends and changes taking place within the customer’s organization, and makes recommendations about future courses of action necessary of the company
- Broadens and deepens existing customer relationships in order to gain strategic positioning as well as retain existing revenue and attain additional business
- Ensure the assigned employees are trained on current products and processes
- Employee development, formalized and scheduled training programs for assigned employees
- Develop, implement, and monitor departmental goals and KPIs
- Special projects as assigned
- Data analysis and performance reporting creation and delivery
- Create executive relationships with large wholesale customer operation teams
- Acts as the escalation point of contact for both external customers as well as internal teams to resolve issues and drive order completion
- Creates and performs complex customer account analysis and makes recommendations to senior leaders
- Drives account management responsibilities including solution creation, solution offering, configuration management, order issuance, service delivery, service management, and revenue recognition
- Demonstrates a balance of strategic and tactical thought leadership
Service Account Consultant III
Centurylink Communications
05.2004 - 07.2017
- Provides moderately complex to complex sales support for Wholesale customers
- Acts as the point of contact for national and local customers and/or sales employees
- Coordinates post sale and customer project activities
- Acts as liaison as well as coordinator with other departments, vendors and customers
- Delivers training to peers, customers and/or sales employees on products/services and processes
- Ensure orders are completed as required
- Creates and performs complex customer account analysis and makes recommendations to senior leaders
- Directs problems which cannot be handled within customer service to the appropriate company department follows up and coordinates to ensure problem is resolved
- Serves as an advisor or as a source of escalation for lower-level individual contributors
- Facilitate customer meetings either by conference call or in person
Service Delivery Coordinator
Centurylink Communications
06.2000 - 05.2004
- Works with the wholesale customer daily in implementing wireless network or maintaining existing network
- Explains and/or demonstrates knowledge of all services, products and features formulating and providing a wide range of solutions to customers, as necessary
- Ensuring all services provided conform to State Tariffs and FCC Regulations
- Receives, interprets and validates accuracy of information provided on service inquiries/requests provided
- Negotiates delivery terms that meet customer expectations
- Tracks service requests from receipt through completion, updates the records databases and verify the accuracy of the billing record and charges
- Coordinates and acts as technical advisor on the installation of assigned projects to assure that contractual requirements and responsibilities are met
- Responds to inquiries or complaints from customers, solves problems and provides technical advice or assistance in utilizing appropriate products or services
- Organizes and makes formal presentations, demonstrations and/or performs the delivery of training material to customers or clients
- Follow up with customer, technician, or other departmental employees to ensure service affecting work is being or was accomplished by the committed due date -Works FIDS, USOCS, charge applications/ tariffs
- Daily interface with internal and external customers
- Systems used include: IABS, WFA-C, TAXI, SOPAD, RSOLAR, EXACT, LMOS, PREMIS, SOAC, TIRKS, TRDB, EINSTEIN, Facility Check
Repair Service Attendant
Centurylink Communications
07.1998 - 06.2000
- Daily assisting Large business/Small business/and Residential customers with repair issues
- Answers incoming customer calls and other telephone line reports for Design and Non-Design services
- Troubleshooting features and equipment, isolating network/facility trouble
- Perform test procedures and analyze test results to isolate and determine type of service problems and to assist in restoration of service
- Review and analyze complex data from systems
- Evaluate and assess service orders and interface with customers to keep them informed of the status
- Interfaces with various systems in testing, analyzing and clearing customer reported trouble
- Verifies and corrects feature related problems through a Web base GUI
- Coordinates with various inter-departments in restoring customer service
- Systems used include: WFAC/DO, BOSS, CARS, LMOS, MLT, Predictor, RCE, and FACS
- Implemented training for new groups of temporary employees on an ongoing basis
Directory Assistance/ Toll Operator
Centurylink Communications
03.1994 - 07.1998
- Assists customers with placing credit card, collect, calling card and third party local and long distance
- Communicates with irate and difficult customers to resolve complaints and/or refers the customer to a supervisor when necessary
- Handles emergency calls and special assistance calls
- Handles intercept calls which are customer calls to disconnected or changed numbers
- Utilizes company provided resources in a manner that results in accurate and timely information and billing services for customer
Education
Certificate of Completion - AC/DC Concepts, Basic Telephony, Advanced Telecommunications, LAN/WAN, Installation & Repair w/lab
01.1998
Skills
- Order Fulfillment Management
- Service Implementation Skills
- Advanced Troubleshooting Skills
- Workflow Optimization
- Quantitative Assessment
- Strategic Team Management
- Profit Growth Initiatives
- Customer Service Expertise
- Data Insights
- Statistical Analysis
- Relationship Building Expertise
- Collaborative Leadership
- Skilled in Systematic Planning
- Clear Communication Techniques
- Project Facilitation
- Team Development Expertise
- Skilled in Strategic Networking
- Technology Expertise
- Familiarity with Digital Technologies
- Proficient in MS Word
- Advanced Excel Skills
- Strong Visual Presentation Skills
- Proficient Task Management
- Effective Task Management
- Experienced in Prioritizing Multiple Responsibilities
- Telecommunications Support
- Skilled in Interpersonal Communication
- Strategic Problem Analysis
- Salesforce Platform Experience
- Familiarity with Telecom Trends
- Customer Service Excellence
- Collaborative Leadership Experience
- Time Management Expertise
- Strategic Decision-Making
- Strategic Issue Resolution
- Strategic Relationship Management
- Workflow Improvement
- Project Execution Support
- Cross-Functional Collaboration
- Effective Solutions Development
- Skilled in Managing Expectations
- Salesforce Implementation
- Policy Formulation
- Quantitative Interpretation
- Strategic Revenue Management
- Multi-Disciplinary Team Engagement
- Optimistic Mindset
- Customer Issue Management
- Process Improvement Management
- Skilled in Networking and Collaboration
- Continuous Learning
- Coaching and Advising
- Professional Courtesy
- Strategic Negotiation Expertise
- Adept at Microsoft Office Applications
- Process Improvement
- Engaged Interpersonal Communication
- Collaborative Relationship Management
- Strategic Problem Solving
Honors And Achievements
- Qwest Spirit of Service Award 2010
- Certificate of Completion 44 hours training in Microsoft operating systems, using the internet, and Microsoft Office User Specialist (MOUS) consisting of Microsoft Word, Excel, PowerPoint, and Outlook
- Certificate of Achievement Qwest Communications Inc. Integrated Wholesale Service Center
- Recognition of Excellent service given to a Customer & acknowledged by a customer or Qwest entity.
Timeline
Manager Service Delivery II - Centurylink Communications
07.2017 - Current
Service Account Consultant III - Centurylink Communications
05.2004 - 07.2017
Service Delivery Coordinator - Centurylink Communications
06.2000 - 05.2004
Repair Service Attendant - Centurylink Communications
07.1998 - 06.2000
Directory Assistance/ Toll Operator - Centurylink Communications
03.1994 - 07.1998
University of Phoenix - Certificate of Completion, AC/DC Concepts, Basic Telephony, Advanced Telecommunications, LAN/WAN, Installation & Repair w/lab
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