Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Websites
Languages
Timeline
Generic

Brian Stroh

Monroe,GA

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Lead Product Development Manager

Lumen Technologies
Remote/Georgia
11.2021 - 11.2023
  • Experience facilitating solution building across cross-functional teams and driving projects to achieve a shared goal
  • Ability to champion change through commitment and support for initiatives
  • Strong technical aptitude and excellent communication and negotiation skills, both oral and written
  • Navigate and steer difficult situations towards positive outcomes
  • Turn customer feedback into actionable steps to improve support service delivery
  • Be the agent of change for new business process, technology, transformation
  • Manage to organizational and departmental objectives
  • Make data-driven decisions to improve operational quality and efficiency
  • Established project timelines, develop working agreements, driving leadership, peer, partners and vendors to deliver cadence value
  • Cross-Functional, continuous improvement, in-depth research, obsessive advocate of customer excellence and Lumen’s quality of services.

Voice Manager Enterprise VoIP

Lumen Technologies
Broomfield, CO./Norcross, GA.
10.2019 - 11.2021
  • Lead by example to cultivate and maintain a culture built on teamwork and collaboration
  • Experience managing Enterprise support in a large and complex web-based service and technology environment
  • Proven capability of delivering on departmental goals and key metrics
  • Maintained key customer success metrics - SLA, CSAT, Time to Resolution (TTR) and Knowledge Contribution etc
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warranted
  • Responsible for delivering excellent technical support in a 24x7x365 environment
  • Responsible for hiring, development, training, and skills management for team of Support Engineers
  • Perform quality reviews and coach team members toward driving improved customer experience
  • Turn customer feedback into actionable steps to improve support service delivery
  • Demonstrated ability to provide exceptional internal and external customer care
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warranted
  • Established good working relationships with customer facing teams
  • Customer-first mindset attitude
  • Partner with incident and escalation management team to drive satisfactory resolution
  • Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve
  • Ability to appropriately prioritize and escalate customer issues
  • Navigate and steer difficult situations towards positive outcomes.

Digital Enterprise Automation Designer

Lumen Technologies
Broomfield, CO.
04.2019 - 10.2019
  • Self-trained and certified in Ui-Path object oriented coding platform
  • Measurable automated production bots; saving time and money for Lumen’s customers and Lumen employees
  • Continuously reduced inefficient and tedious processes
  • Continuous improvement of operational processes
  • Collaborative meetings with stakeholders including leadership, customers and front-line employees
  • Executive summary readouts, metrics, revenue, forecasting.

Enterprise VoIP - SR. Lead Voice Technician

Lumen Technologies
Littleton, CO./Norcross, GA.
12.2012 - 04.2019
  • Sr Lead resolved complex voice and video related problems that intertwined across Lumen’s five major telecommunication networks and potential interconnections collaboration with partners or vendors
  • Serve as tier 3 support for all network-related events in a 24 x 7 x 365 environment
  • Generated documentation for business continuity measures (BCM), method of procedures (MOP), root cause analysis (RCA), and service level agreements (SLA) for better efficiency
  • Knowledge of various network field concepts, practices, and procedures
  • Appointed as Backup Team Manager.

Enterprise VoIP – Video & Voice Technician III

Lumen Technologies
Southfield, MI.
10.2005 - 12.2012
  • Provide best in class Customer Service
  • Team advocate and trainer
  • Documented processes, training guides.

IT Desktop Support Supervisor

Lumen Technologies
04.1999 - 11.2004
  • Resolved hardware and application issues for employee base
  • Refurbished all company desktops and laptops under warranty
  • Redefined the repair department and successfully improved the efficiency and success for all employees.

Education

B.S. in Business Management -

University of Phoenix Online
06-2009

Skills

Account Management, Analytical Skills, Attention to Detail, Business Process Improvement, Business Relationship Management, Business-to-Business (B2B), Client-Centered, Client Relations, Client Services, Cross-Functional Team Leadership, Cross-Team Collaboration, Coaching, Collaboration Tools, Communication, Conflict Resolution, Contact Centers, Customer Advocacy, Customer Engagement, Customer Experience, Customer Experience Management, Customer-Focused Service, Customer Interaction, Customer Relations, Customer Relationship Management (CRM), Customer Retention, Customer Satisfaction (CSAT), Customer Service, Customer Success, Data Privacy, Interpersonal Skills, Key Performance Indicators (KPI), Leadership, Net Promoter Score (NPS), New Product Rollout, Onboarding, Oral Communication, Organizational Performance, Organizational Skills, People Management, Performance Motivation, Policies & Procedures, Presentations, Presentation Skills, Product Adoption, Product Knowledge, Product Lifecycle Management (PLM), Product Management, Product Road Mapping, Problem Solving, Project Management, Relationship Building, Service Level, Service Level Agreement (SLA), Software as a Service (SaaS), Software Development Lifecycle (SDLC), Software Product Management, Team Management, Team Performance, Ticketing Systems, Troubleshooting, Voice of the Customer, Workload Prioritization, Written Communication, and Office 365 Products

Certification

  • Scrum@Scale Certified Practitioner
  • SAFe 5 Certified Agilist

Accomplishments

  • HACK-A-Thon Semi-Annual Level3/Lumen competition submitted multiple innovative entries; my team had multiple entries making the top 15 finalists in 2020, and multiple top 10 finalists in 2022 from hundreds of submissions.
  • Innovative designed Level 3 automated BOTs, that eliminated $35,000 a month in repetitive human processes.
  • Cash-4-$avings a Level 3 company contest, implemented a more efficient way to deliver software to all employees, saving $175,000 a year in lost productivity and training.
  • IBM Self-Maintainer a collaborative partnership, was awarded numerous times for cost efficiency, repair turn-around time to 18 hours or less.

Languages

English
Professional

Timeline

Lead Product Development Manager

Lumen Technologies
11.2021 - 11.2023

Voice Manager Enterprise VoIP

Lumen Technologies
10.2019 - 11.2021

Digital Enterprise Automation Designer

Lumen Technologies
04.2019 - 10.2019

Enterprise VoIP - SR. Lead Voice Technician

Lumen Technologies
12.2012 - 04.2019

Enterprise VoIP – Video & Voice Technician III

Lumen Technologies
10.2005 - 12.2012

IT Desktop Support Supervisor

Lumen Technologies
04.1999 - 11.2004

B.S. in Business Management -

University of Phoenix Online

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