Christopher Lemelin
Raleigh,NC
Summary
A seasoned telecommunication service manager with extensive experience in overseeing customer service operations, managing complex network infrastructure, and driving service quality improvements, with a proven track record of optimizing customer satisfaction and operational efficiency through strategic planning and effective team leadership.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Verizon/HCL Technologies
Raleigh, NC
12.2020 - Current
- Advocated for the Honeywell, Inc. account within Verizon services.
- Lead and drove debt resolution working with Verizon collections and Honeywell financial teams.
- Assisted Verizon ordering teams completing new orders and resolving issues as they occurred.
- Escalated and drove trouble incidents experienced by Honeywell to resolution.
- Responded to Honeywell yearly security questionnaires regarding Verizon networks.
- Created and presented monthly service review calls with Honeywell leadership team.
- Partnered with Verizon sales team on any new projects being developed for the Honeywell account.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various Verizon programs.
Change Manager
Verizon
Cary, NC
02.2017 - 12.2020
- Created change requests within Verizon for the Honeywell managed services network at the request of Honeywell.
- Tracked each order to completion to ensure a successful change.
- Drafted lessons learned documentation for any unsuccessful change.
- Participated in weekly change management calls with the customer.
- Crafted successful messages to support large-scale, enterprise-wide changes.
- Drafted reports outlining progress of the project as well as any issues that arose during implementation.
Technical Service Manager
Verizon
Cary, NC
08.2012 - 02.2017
- Drove network incidents to resolution for the Wells Fargo/Diageo/Macys accounts.
- Led and performed VoIP changes on the Wells Fargo VoIP network.
- Acted as an escalation contact for the Wells Fargo/Diageo/Macys accounts.
- Represented Verizon in customer visits to corporate headquarters.
- Created and presented monthly service reviews.
Project Engineer
Verizon
Cary, NC
04.2008 - 08.2012
- Ensured incoming orders for the Verizon managed services passed the regulations of Verizon.
- Participated in weekly project team calls.
- Performed tests on incoming equipment to ensure they met Verizon requirements.
Managed Services Data Engineer
Verizon
Cary, NC
07.2006 - 04.2008
- Troubleshot and isolated incidents for Verizon managed services customers.
- Access managed routers and switches to isolate troubles within telecom equipment.
- Delivered weekly reports to Senior Management regarding the Network Operating Centers performance.
Operations Manager
Bandwidth.com
Cary, NC
12.2004 - 07.2006
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
Data Engineer
Mci Worldcom
Cary, NC
02.2000 - 12.2004
- Troubleshot MCI WorldComs data network to isolate faults impacting customers.
- Escalated issues to local providers when fault was found in their networks.
- Mentored other engineers in procedures and led training
Education
Bachelor of Science - Electrical Engineering
North Carolina State University
Raleigh, NC12-1999
Skills
- Complaint resolution
- Training and mentoring
- Metric tracking
- Customer liaison
Timeline
Customer Service Manager
Verizon/HCL Technologies
12.2020 - Current
Change Manager
Verizon
02.2017 - 12.2020
Technical Service Manager
Verizon
08.2012 - 02.2017
Project Engineer
Verizon
04.2008 - 08.2012
Managed Services Data Engineer
Verizon
07.2006 - 04.2008
Operations Manager
Bandwidth.com
12.2004 - 07.2006
Data Engineer
Mci Worldcom
02.2000 - 12.2004
Bachelor of Science - Electrical Engineering
North Carolina State University