Louis Ciocchi
Hopewell Junction,NY
Summary
Experienced professional with a proven track record in customer success. Skilled in client relationship management, problem resolution, and ensuring customer satisfaction. Emphasizes teamwork and consistently achieves impactful results. Adaptable, dependable, and possesses strong communication and conflict resolution skills.
Overview
25
25
years of professional experience
Work History
Customer Success Professional
Lumen Technologies
06.2021 - 01.2025
- Conducted regular account reviews to assess client needs, identify growth opportunities, and ensure long-term success.
- Collaborated with cross-functional teams to advocate for customer needs, driving key product improvements and service enhancements.
- Implemented process optimizations that increased operational efficiency, streamlining workflows within the Customer Success team.
- Mentored new hires and teammates, sharing best practices and enhancing overall team performance and cohesion.
- Reduced churn rates by proactively identifying at-risk customers and executing targeted retention strategies, resulting in improved customer loyalty.
Sr. Territory Support Manager
Centurylink/Lumen Technologies
11.2017 - 06.2021
- Managed high-revenue sales deals in the financial vertical, spearheading opportunities from creation to order submission across network and hosted colocation environments while ensuring seamless order completion and customer satisfaction.
- Acted as the primary escalation point, coordinating with Sales, clients, and internal teams to resolve issues, meet project timelines, and drive opportunity progression.
- Partnered with vendor teams to architect and deliver solutions, retaining multi-million-dollar colocation contracts and successfully renewing service agreements for up to 36 months.
- Produced and delivered weekly reports on hosting and colocation pipelines, advising account teams with forecasted project and transactional insights while recovering $40K+ in billing discrepancies.
- Led monthly vendor opportunity updates, chaired alliance meetings, and ensured compliance through participation in annual client audits.
SIP Order Manager / Incident Manager / Decommission Manager / Carrier Coordinator
COMPUCOM SYSTEMS, INC.
01.2014 - 11.2017
- Managed SIP order execution for 2,400+ client locations, leading a team through hiring, onboarding, and performance monitoring, while identifying risks that impacted implementation timelines and project success.
- Spearheaded complex SIP implementations for major financial institutions, achieving over $2M in annual cost savings and increasing order processing productivity from 80 to 140 orders per week in three months.
- Coordinated vendor dispatch, site surveys, and infrastructure upgrades, ensuring seamless service deployment, minimizing remediation costs, and implementing a training program that saved $200K in vendor revisit fees.
- Led incident and decommission management, validating asset removal, securing proprietary information, and assisting with audits that identified billing discrepancies, generating $100K+ in monthly savings.
- Developed and implemented new workflows, enhancing MAC (Move/Add/Change) order processes and milestone tracking to improve order accuracy, reduce backend cleanup needs, and maintain on-time project delivery.
Service Project Management
VERIZON
01.2011 - 01.2013
- Managed the startup of a new sales support team, training and mentoring employees, resulting in a three-month ramp-up period and increased growth opportunities for sales and service teams.
- Led large-scale VoIP and IP Contact Center (IPCC) implementations, overseeing contracts valued at $28M, $265M, and $15M over multiple years for Fortune 500 clients.
- Coordinated pre-sales Statement of Work (SOW) activities, evaluating project scope and resource requirements to drive successful, cost-effective implementations.
- Optimized customer inventory review by spearheading automation enhancements, reducing batch review time from 1.5 days to 1 hour, eliminating one resource per project, and increasing overall productivity.
- Drove revenue growth, resolved critical project issues, and ensured top-tier customer service, earning consistent accolades from sales executives and account managers.
Quality Assurance/VoIP Done In One Supervisor
VERIZON
01.2006 - 01.2011
- Led a team of nine VoIP representatives, managing hiring, training, and escalation support, while driving on-time performance and process accuracy for large-scale VoIP implementations.
- Managed VoIP order quality assurance for Hosted IP Centrex, IP Trunking, IP Integrated Access, IP Flex, and IP Contact Center, achieving a 90%+ order accuracy rating and streamlining submission processes.
- Collaborated with Product Marketing executives to enhance VoIP service delivery, reducing SLA timelines and supporting Reinvent VoIP and Project 360 initiatives for process improvements.
IP Project Manager/IP Project Consultant
VERIZON
01.2000 - 01.2006
- Led complex VoIP implementations (IDA, PIP, HIPC, IPT, IPIA, IPFlex, and IPCC), coordinating technical verification, milestone tracking, and project execution with customers, vendors, and engineers.
- Managed high-profile implementations, including a $250 billion, 7-year State of California contract, ensuring on-time service activation and seamless coordination across multiple stakeholders.
- Achieved MTTR objectives by proactively resolving network and customer issues, optimizing service reliability, and enhancing overall customer satisfaction.
Education
BA - Computer Information Systems
Mercy College
Dobbs Ferry, NYAS - Business Administration
SUNY Westchester Community College
Valhalla, NYSkills
- Account Management
- Project Management
- Contract Negotiation
- Problem Resolution
- Cross Functional Teaming
- Process Improvement
- Peer Coach and Mentor
- MS Office
- Customer Communication
- Managed Services
- Vendor Management
- IT Infrastructure
- Operations & Cloud Strategies
- Colocation
Certifications And Memberships
- ITIL Foundations ® Certification
- Dare to Lead Certification
Professional Development And Training
- Management Development, 2010, 2013
- Cloud Services, 2011
- Security Services, 2011
- VoIP Services and Features, 2011
- M2M and Mobility in the Workforce Training, 2012
- Adaptive Leadership Training, 2013
- Business Network Basics, 2018
- Positive Attitude Spotlight Award, 2018
- Collaboration and Alignment Award, 2018
- SSA Cross Training, 2018
- GAM Spotlight Award, 2019
- Sales Partnership Award, 2019
- Operational Excellence Spotlight Award, 2020
- Wingman Award, 2020
Timeline
Customer Success Professional
Lumen Technologies
06.2021 - 01.2025
Sr. Territory Support Manager
Centurylink/Lumen Technologies
11.2017 - 06.2021
SIP Order Manager / Incident Manager / Decommission Manager / Carrier Coordinator
COMPUCOM SYSTEMS, INC.
01.2014 - 11.2017
Service Project Management
VERIZON
01.2011 - 01.2013
Quality Assurance/VoIP Done In One Supervisor
VERIZON
01.2006 - 01.2011
IP Project Manager/IP Project Consultant
VERIZON
01.2000 - 01.2006
BA - Computer Information Systems
Mercy College
AS - Business Administration
SUNY Westchester Community College
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