Amber Lyons
Dallas,TX
Summary
Dedicated Telecommunications professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Reputation of consistent internal and external customer satisfaction.
Overview
18
18
years of professional experience
Work History
Manager, Service Assurance II
Alaska Communications
2018.04 - Current
- Collaborated with Alaska Communications Sales team, Network Operations Center, Repair and Technical Support departments to assure customer’s satisfaction.
- Advocated for customer’s best interest within Alaska Communications.
- Created of standard and non standard network performance reports.
- Coordinated equipment replacement in remote areas of Alaska.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Prepared and delivered network analysis documentation for internal teams and customers.
- Coordinated and led meetings to review customer satisfaction, areas of improvement, and network analysis documentation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Specialist, Service Delivery II
Alaska Communications
2013.03 - 2018.04
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Developed and managed relationships with key clients and partners to drive growth.
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Coordinated and led internal and external site team meetings.
- Worked with vendors to schedule equipment delivery.
- Facilitated completion of deliveries and verified documentation.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Contributed to internal and external account reviews.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Consumer Sales Associate
Alaska Communications
2009.02 - 2013.03
- Collaborated with Alaska Communications Sales team, Network Operations Center, Repair and Technical Support departments to assure customer’s satisfaction.
- Advocated for customer’s best interest within Alaska Communications.
- Created of standard and non standard network performance reports.
- Coordinated equipment replacement in remote areas of Alaska.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Prepared and delivered network analysis documentation for internal teams and customers.
- Coordinated and led meetings to review customer satisfaction, areas of improvement, and network analysis documentation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
General Studies
Olympic College
Bremerton, WA2007-12
High School Diploma -
South Anchorage High School
Anchorage, AK2007-05
Skills
- Time Management
- Critical Thinking
- Reliable and Responsible
- Honest and Trustworthy
- Analytical Thinking
- Emotional Intelligence
- Verbal and Written Communication
- Multitasking and Organization
- Interpersonal Relationships
- Energetic and Outgoing
- Project Management
- Customer Service Management
- Adaptability and Flexibility
- Spreadsheet Tracking
- Word Processing
- Third-Party Collaboration
- After-Sales Support
- Accurate and Precise
Hobbies
New experiences
Travel
Live music
Cooking
Fitness
Reading
Movies
Timeline
Manager, Service Assurance II
Alaska Communications
2018.04 - Current
Specialist, Service Delivery II
Alaska Communications
2013.03 - 2018.04
Consumer Sales Associate
Alaska Communications
2009.02 - 2013.03
General Studies
Olympic College
High School Diploma -
South Anchorage High School