Hugo A. Caro
Queens Village,NY
Summary
Client-focused service delivery and account management professional with 10 years of experience in telecommunications environments. Skilled at translating customer expectations and collaborating with team management in achieving established objectives and commitments. Recognized for resolving critical issues and improving end-to-end customer experience. Strong communicator with a consistent record of supporting retention and long-term client success. Ability to adapt quickly to challenges in fast-paced settings.
Overview
10
10
years of professional experience
Work History
Lead Specialist - Account Service Manager
Verizon Communications
New York, NY
01.2023 - 12.2025
- Provided escalation support for top priority and Out of Process issues simplifying the customer experience
- Facilitated monthly customer service reviews, presenting performance trends and drive strategic initiatives for service improvement to customer leadership
- Coordinated with engineering, NOC, and vendors to resolve complex system issues
- Developed strong client relationships, prioritizing their needs and delivering tailored solutions to ensure the best possible experience
- Proactive ticket engagement on long duration outages, taking necessary precautions to mitigate any negative impacts on the customer
- Provided root cause analysis/post mortems for long duration outages
- Strong working knowledge of the Verizon data/voice platform and products
- Proficient with Verizon Maintenance ticketing and reporting tools
Service Delivery Manager
Verizon Communications
New York, NY
01.2016 - 12.2022
- Ensured all services were delivered according to client agreements and within agreed timelines
- Acted as primary escalation point for high-severity incidents to drive rapid resolution
- Effectively conveying information and expectations between clients and internal teams to ensure alignment
- Reduced customer escalations by 20% through proactive monitoring
- Led weekly service reviews with customers, presenting performance metrics and improvement plans
Education
BBA - Management
Berkeley College
New York (City), NYSkills
- Cross-Functional Collaboration
- Relationship Building & Strategic Partnerships
- Escalation Management & Issue Resolution
- Quality Assurance & Service Delivery
- Telecommunication Operations (Data & Voice)
- Microsoft Office/Google Workspace
Timeline
Lead Specialist - Account Service Manager
Verizon Communications
01.2023 - 12.2025
Service Delivery Manager
Verizon Communications
01.2016 - 12.2022
BBA - Management
Berkeley College