Kali Ervin
Tulsa
Summary
Highly skilled and analytical Customer Success and Technical Support professional with over 13 years of Customer Service, high-volume experience managing enterprise and commercial accounts for industry leaders like Lumen and AT&T. Proven expertise in resolving complex Tier 3 technical issues, advanced troubleshooting, and cross-functional project management. Adept at leveraging CRM tools (Salesforce) and collaboration platforms (Microsoft Teams) to streamline processes, manage SLAs, and drive client retention. Exceptional track record as a team mentor and technical resource, dedicated to delivering seamless partner experiences in fast-paced SaaS and telecom environments.
Overview
14
14
years of professional experience
Work History
Customer Service Advocate (Customer Success Focus)
Lumen
Remote
05.2022 - 02.2026
- Managed a diverse portfolio of enterprise-level commercial accounts, ensuring seamless onboarding, proactive business retention, and high satisfaction
- Performed advanced technical troubleshooting and root-cause analysis for complex fiber, VoIP, and POTS infrastructure issues, serving as an internal escalation point.
- Collaborated cross-functionally with product, technical, and operations teams to resolve deep-seated system bugs and recurring service issues.
- Resolved billing, service, and technical issues while identifying opportunities for value-added upsell and service optimization.
- Utilized Salesforce CRM daily to track account health, maintain meticulous client records, and ensure strict adherence to service level agreements(SLAs)
- Acted as a peer mentor within the customer success department, assisting team members with advanced configurations and complex account workflows
- Collaborated with technical, billing, and escalation teams to resolve complex customer challenges.
Leveraged Sales Representative
AT&T
Tulsa, OK
11.2011 - 09.2021
- Served as a primary technical and consultative resource for small-to-medium business clients, designing and implementing tailored infrastructure solutions.
- Managed high-volume client inquiries, balancing multiple priorities under tight timelines while maintaining elite performance metrics
- Analyzed complex data usage, account history, and system configuration to unravel billing anomalies and technical alignment issues
- Coordinated across internal engineering and account management departments to deliver end-to-end customer care and prevent client churn.
- Leveraged internal communication tools, including Microsoft Teams, to actively support peer groups, share best practices, and close knowledge gaps
Education
High School Diploma -
Tulsa Union High School
Tulsa, OKSkills
- SLA Compliance & Case Management
- API Integration Troubleshooting
- Root-Cause & Fraud Analysis
- JIRA & Bug Tracking
- Cross-Functional Escalation
- Peer Mentoring & Coaching
- Training & Documentation Maintenance
- Partner Relationship Management
- Process Optimization
- De-escalation & Problem Resolution
Websites
Timeline
Customer Service Advocate (Customer Success Focus)
Lumen
05.2022 - 02.2026
Leveraged Sales Representative
AT&T
11.2011 - 09.2021
High School Diploma -
Tulsa Union High School