Dexter E. Lilly
The Colony,TX
Summary
Dynamic corporate call center team manager and switch technician with over 30 years of extensive experience in sales, maintenance, and customer care within the telecom industry. Recognized as a results-driven leader, adept at fostering team development and navigating conflict resolution to enhance operational efficiency. Proven ability to implement strategic initiatives that drive performance and elevate customer satisfaction. Committed to leveraging industry expertise to contribute to organizational success and cultivate a high-performing team environment.
Overview
37
37
years of professional experience
Work History
Local Provisioner
- - Provisioned Local Service Requests via ILEC provisioning systems.
- - Tracked and monitored VarTec provisioning stages, ensuring service order completion.
- - Interacted with ILEC service support centers to ensure service orders are provisioned correctly, reducing timely errors.
- - Escalated issues as needed and required to resolve system problems.
- - Tracked and prepared daily and weekly order productivity reports.
Quality Analyst
AT&T Consumer Division
- - Monitored customer service calls for adherence to company guidelines.
- - Collected and compiled data on conformance to prescribed guidelines.
- - Communicated changes to methods and procedures to the Management Team.
Associate Instructor
AT&T Consumer Division
- - Instructed and prepared new hires for Local, Long Distance and Wireless segments.
Customer Contact Associate
AT&T Consumer Division
- - Handled inbound telephone inquiries for residential Local, Long Distance and Wireless customers.
- - Resolved billing inquiries performed account maintenance and recommended products to meet customer’s needs.
Dedicated Specialist
T-Mobile
10.2008 - Current
- - Build and develop relationships with complex, high profile wireless business customers by addressing challenges and requests regarding orders, billing, training and product information throughout the customer lifecycle.
- - Served as client manager to implement client-server billing and customer care solutions.
- - Use reasoning and management skills to understand the customer issues, highlighting it and driving towards logical conclusion.
- - Prioritize and complete work to project plans and deadlines.
- - Troubleshoot customer equipment and service problems, and recommending process improvements.
Team Lead/Handler
FedEx Express
03.2005 - Current
- - Responsible for managing 15 warehouse employees, ensuring precise delivery of express packages.
- - Delivery and Bulk freight pick ups for FedEx.
- - Audit International packages for U.S. Customs.
- - Inspection and audits of dangerous goods and hazardous material packages.
- Part time position/evening shift
Sales Solution Consultant
AT&T
03.2008 - 07.2008
- - Effectively planned and managed assigned accounts to ensure customer satisfaction and retention.
- - Identified voice and data needs through thorough understanding of customer's business and effectively developed data/voice solutions to meet customer needs.
- - Proactively sold complex data/voice solutions to existing and new customers.
- - Consistently met/exceeded voice/data revenue and quota targets and goals.
Billing Support Specialist
AT&T (Contractor)
04.2006 - 03.2008
- - Research and ensure the resolution of complex billing issues related to Data Service products for large revenue business accounts mainly internet billing.
- - Work with customers to resolve discrepancies while taking inbound calls via an ACD.
- - Process cancellations of customers Dedicated Internet Access products.
- - Coordinate with Sales/Account teams and other internal organizations to ensure customer billing inquires are resolved in a timely manner.
- - Resolve escalated complex billing disputes and issue adjustments if warranted on large business accounts.
Change Management Analyst
VarTec Telecom, Inc
10.2001 - 05.2004
- - Responsible for testing all changes to ILEC business rules, software, and pre-order/order documentation, communicating the troubles/changes to all responsible departments.
- - Initiate/Negotiate new business requirements to benefit both the CLEC & ILEC operations.
- - Responsible for coordinating efforts with LEC services to ensure all appropriate forms related to CLEC business are completed and updated.
- - Coordinated set-up for ILEC systems, ensuring all system requirements are met.
- - Created and managed ILEC Provisioning ID’s for CLEC provisioning and Customer Care representatives.
- - Attended ILEC Change Management, User forum and Subcommittee meeting/conference calls, communicating business rules changes.
- - Responsible for creating trouble tickets within VarTec and the ILEC systems that deal with CLEC provisioning.
- - Handled escalated issues within the provisioning department.
MAC Technician
Optel Inc
03.2000 - 08.2001
- - Provisioned service orders daily while providing high quality switch service work order activity in Lucent SESS and PBX switches.
- - Provided technical support to Field Technicians, Trouble Management dept. and Management team.
- - Trouble shoot and test new lines with field technicians to ensure proper installation.
- - Assisted Management team with customer escalations.
- - Audited customer accounts to minimize billing errors while increasing revenue.
- - Maintained database integrity and Switch/PBX input accuracy.
Team Development Leader
AT&T Consumer Division
05.1988 - 03.2000
- - Managed a diverse team of 20+ Customer Contact Associates to ensure customer/company expectations are met.
- - Consistently exceeded corporate objectives in Customer Service and Sales.
- - Illustrated proven ability to obtain results using effective development, feedback and coaching skills.
- - Conducted monthly performance reviews for individual development/career pathing.
Education
Business Administration - undefined
Bishop College
Dallas, Texas05.1986
Skills
- MS Access, MS Word, MS Excel, MS Powerpoint, MS Outlook, Nortel, Cortelco, Hitachi, Fujitsu
- Lucent 5ESS
- - Office Database Maintenance
- - Systems Fundamentals
- - AM, CNI Hardware Maintenance
- - CM Hardware Maintenance
- - SM Hardware Maintenance
- - System Analysis
- - System Maintenance Hands-On
- - Line and Trunk Maintenance
- - System Recovery
Timeline
Dedicated Specialist
T-Mobile
10.2008 - Current
Sales Solution Consultant
AT&T
03.2008 - 07.2008
Billing Support Specialist
AT&T (Contractor)
04.2006 - 03.2008
Team Lead/Handler
FedEx Express
03.2005 - Current
Change Management Analyst
VarTec Telecom, Inc
10.2001 - 05.2004
MAC Technician
Optel Inc
03.2000 - 08.2001
Team Development Leader
AT&T Consumer Division
05.1988 - 03.2000
Local Provisioner
Quality Analyst
AT&T Consumer Division
Associate Instructor
AT&T Consumer Division
Customer Contact Associate
AT&T Consumer Division
Business Administration - undefined
Bishop College
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