ERIN ALBANESE-BLAIR
Raymond,OH
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering a culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs. Highly proficient in best practices, and regulatory requirements of industry operations. Strong analytical approach to business planning and day-to-day problem-solving.
Overview
28
28
years of professional experience
1
1
Certification
Work History
MGR Client Escalations
Lumen Technologies
08.2023 - Current
- Wrote, cascaded, and continue to update the Executive Escalation Playbook for team members.
- Worked with IT to create and implement a Bus Rel VOC Power BI, email to case functionality for csescalation@lumen.com group email box, and working to finish up the quality survey for CSEE customers after case resolution.
- Working with Greg Whisler, Hassan Zein, and Preston Edwards to create, modernize, and simplify current Escalations Power BI and Bus Rel Power BI, while moving to the cube.
- Prioritized multiple team tasks within established timeframes for escalation cases, Business Relationships, and Pulse surveys.
- Developed White Glove Process for escalations team.
- Cross-trained existing employees to maximize team agility and performance while working not only escalation cases, but the various surveys worked by the CSEE team.
- Controlled overtime costs to keep the executive escalation team operating within budget and increase profits.
- Developed a strong team culture focused on employee engagement, collaboration, and continuous learning opportunities with regular team meetings and meetings with Lumen ecosystem partners.
- Managed and motivated employees to be productive and engaged in work through EEI goals.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Continue to develop and maintain relationships with previous escalation customers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics while working to build the CSEE employees' Qualtrics Survey.
- Continuously working to build a high-performing team through effective recruitment, onboarding, and talent development initiatives in conjunction with Human Resources.
- Mentored and coached junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
Client Escalations Manager
Lumen Technologies
02.2018 - 08.2023
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Mentored new hires to the team since its conception in 2018.
- Assisted with pending order audit project to clean up the aging list.
- Resolved 264 customer complaint cases quickly and professionally to restore customer confidence and prevent loss of business.
- Kept accurate records of customer interactions to be used for training, quality assurance, and future reference.
- Acted as the single point of contact for customer and internal escalation management.
- Ensured high-quality customer service with emphasis on timely resolution and thorough problem definition and identification.
- Took charge of resolving escalations and issues, while escalating internally when needed.
- Maintained customer communication throughout the escalation toward the resolution process.
- Documented and took notes on progress, logging information in Salesforce.
- Assisted with creation and shared best practices and feedback to Managers
- Assisted with additional projects bi-yearly such as thousands of Qualtrics, NPS, and Pulse surveys,
Account Consultant
CenturyLink
04.2016 - 03.2018
- Single point of contact for sales/customer throughout order process for specific base of customers with East Region
- Update assigned customers with order progress at least 1x weekly (or more, as needed). Communicate order status in timely manner to customers (and sales team partners) via email, team meetings and/or direct 1:1 calls on regular basis.
- This may include, but is not limited to, creating, and maintaining detailed project schedules. Communicating scope-of-work detail, project timelines, delays, scheduling dates and more to customer.
- Work closely with Lumen team partners to ensure effective delivery that is on time & within budget. This may include, but is not limited to, order entry, sales, engineering, design, provisioning, field tech & activation.
- Manage all service implementation details from post-sale/post-order entry through service “turn up.”
- Recognized if escalation is needed and take direct ownership to resolve.
- Promote revenue growth, retention & overall customer satisfaction.
- Helped train new hires & became SME for Fiber+ product
Technical Project Coordinator/Designer
Qwest Communications/CenturyLink
07.2007 - 04.2016
- Contributed to company attainment of revenue objectives by keying and managing orders to circuit installation
- Effectively represented CenturyLink to multiple departments and levels on behalf of Order Entry/Management
- Engineering Center leader with the highest numbers of orders submitted month after month
- Project Management activities with multiple CenturyLink departments to include Contracts, Pricing, Billing
- Performed Order Entry, Provisioning, Design, Installation, and Billing on behalf of CenturyLink customers to install new services, or to coordinate moves, adds/changes to existing services.
- SME for the Order Engineering Center team on the Fiber+ product
- Leveraged industry best practices for continuous improvement in project management methodologies and workflows.
- Supported training initiatives for team members to enhance their skills, leading to increased productivity levels across projects.
- Consistently met project milestones through diligent tracking of timelines and deliverables.
- Collaborated with cross-functional teams for seamless project execution and timely completion.
- Streamlined change management processes, resulting in faster adaptation to new requirements or unexpected challenges.
- Improved overall team productivity with consistent monitoring of progress, providing feedback, and addressing roadblocks.
- Identified areas for process improvements within projects, resulting in more efficient workflows and reduced redundancies.
Senior Account Manager
Qwest Communications
06.2000 - 07.2007
- Supported specified customer base with revenue commitments up to $1.2 million per month
- Effectively utilized all internal systems needed to support Wholesale Market customers
- Provided customer training and assisted with building our customer's telecom presence and base
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Provided extensive support in sales, technical, and business areas to key accounts.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Conducted regular reviews of each managed portfolio's performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
Employee Relations Representative/Supervisor
United Parcel Service
10.1996 - 06.2000
- Interviewed, toured, hired and orientated applicants for available positions
- Created, composed and edited monthly newsletter for employees
- Attended job fairs bi-monthly recruiting applicants for employment
- Followed all guidelines set forth by UPS and Federal Government regarding hiring practices
- Implemented innovative programs to increase employee loyalty and reduce turnover quarterly
- Specifically generated and developed employee retention strategies
- Developed and rolled out new safety and hiring policies
- Coordinated promotional campaigns to attract new employees while maintaining strong relationships with existing employees.
- Conducted comprehensive market research to better understand industry trends and client expectations, informing company strategy and offerings.
- Mentored junior staff members and interns in relationship management principles, fostering a positive work environment that valued teamwork and continuous learning.
- Developed training materials for new team members, promoting best practices in relationship management techniques.
- Coordinated successful networking events that expanded professional connections within the industry community
- Streamlined communications between management, Teamster's Union representatives, and employees while enhancing collaboration efforts toward shared objectives.
Education
PMP Bootcamp - Project Management Professional (PMP)
Percipio
Remote05.2023
Certification -
Lumen Kaizen, Lean, And Six Sigma
Remote01.2025
Bachelor of Arts - Public Relations
Ohio Dominican University
Columbus, OH05.2000
Skills
- Project Management
- Market Analysis/Research
- Excellent communication skills, written & oral
- Accountable, reliable, detail oriented
- Customer service-oriented
- Consistently meet goals
- Client account management
- Exceptional interpersonal communication
- Staff training & Development
- Productivity Improvement
Certification
R4, Kit W/Watson, RAWR, SPARK, LEGOS, Swift, Gainsight, Sales Force, eBill, SDP, CORE, Orion, Casper, F&E, NEAP, SMS, EASE, LIMS, CLM, Ensemble, Notations, WebSOP, SPW, iRep, CRIS, Pramata, Control Center, OPS Billing, Contract Repository, Sup C Tool, Microsoft Office Suite, Windows 95, 98, 00 thorough Windows XP, Microsoft Outlook, Microsoft Teams
Timeline
MGR Client Escalations
Lumen Technologies
08.2023 - Current
Client Escalations Manager
Lumen Technologies
02.2018 - 08.2023
Account Consultant
CenturyLink
04.2016 - 03.2018
Technical Project Coordinator/Designer
Qwest Communications/CenturyLink
07.2007 - 04.2016
Senior Account Manager
Qwest Communications
06.2000 - 07.2007
Employee Relations Representative/Supervisor
United Parcel Service
10.1996 - 06.2000
PMP Bootcamp - Project Management Professional (PMP)
Percipio
Certification -
Lumen Kaizen, Lean, And Six Sigma
Bachelor of Arts - Public Relations
Ohio Dominican University
R4, Kit W/Watson, RAWR, SPARK, LEGOS, Swift, Gainsight, Sales Force, eBill, SDP, CORE, Orion, Casper, F&E, NEAP, SMS, EASE, LIMS, CLM, Ensemble, Notations, WebSOP, SPW, iRep, CRIS, Pramata, Control Center, OPS Billing, Contract Repository, Sup C Tool, Microsoft Office Suite, Windows 95, 98, 00 thorough Windows XP, Microsoft Outlook, Microsoft Teams
Similar Profiles
PETER SVEHLAPETER SVEHLA
International Order Manager at Lumen TechnologiesInternational Order Manager at Lumen Technologies
Louis CiocchiLouis Ciocchi
Customer Success Professional at Lumen TechnologiesCustomer Success Professional at Lumen Technologies
Sharanya PSharanya P
ServiceNow Developer at Lumen TechnologiesServiceNow Developer at Lumen Technologies