Michelle Brooks
Richmond,United States
Summary
Seasoned Lead Client Service Representative with deep understanding of client relations, problem resolution, and team leadership. Skilled in streamlining operations and improving workflow efficiency to enhance customer service outcomes. Known for ability to build strong relationships with clients while leading cross-functional teams towards achieving common objectives. Proven record of contributing to business growth through exceptional client-centric focus and solutions-based approach.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Lead-Client Service Management
HCL Technologies
Glen Allen, VA
11.2023 - Current
- Handling multiple accounts with C suite visibility with the end goal of promoting growth and stability
- Maintaining and growing standing relationships with customers to ensure client satisfaction
- Partnering with internal teams on projects to implement company initiatives such as moving from Copper to Fiber and TDM facilities retirement and moving to the customers to LIT facilities (Building where fiber has been made available).
- Implemented process improvements to enhance the efficiency of the customer service team.
- Trained team members on best practices for customer service delivery.
- Participated in special projects as needed for client service initiatives.
- Conducted follow-up calls with customers to ensure satisfaction with services provided.
Lead-Client Service Management
VZ Enterprise Solutions
Glen Allen, VA
08.2014 - 11.2023
- Accountable for the post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support
- Ensures and may manage internal & external resources to deliver services maintain their compliance with customer contractual commitments
- Governs reporting and financial management relative to contractual commitments and SLAs, including Billing account strategy, setup and optimization
- Responsible to coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement
- Drives post-sales, lifecycle relationship and support to solve a wide range of complex issues or problems
- Performs analysis of complex issues or problems
- Manages resources (internal and external) responsible to deliver services and meet customer contractual commitments for more complex intermediate accounts; generally works autonomously
- Manages Verizon Services from delivery through lifecycle support
- Makes recommendations that aid in the successful completion of projects within a product or functional area.
Engineering Assistant
Verizon Global Network Service and Delivery Assurance MCO / OCO Escalations
Glen Allen, VA
11.2010 - 08.2014
- As an integral part of the Potomac Escalation Team, some of my duties consist of working with various departments such as Construction, Outside Plant, Optical Customer Experience Center (OCEC), DRC, Planners (IOF & OSP), and the Central Office with a focus on removing all roadblocks that prevent delivery or restoral of service
- I am knowledgeable of a multitude of Verizon products including, POTS, DS0, DS1, DS3 and TLS/Ethernet and Sonet rings; with attention to expedited and escalated matters to improve date due and remove back log work
- I have a solid reputation as a hardworking, innovative, and results-driven professional, and is often the lead or go to various projects
- Specializing in in-depth Service Delivery Project on all complex data network installations
- I assist in ensuring adequate analyze testing and accelerated dispatch procedures were performed for quick and final resolution
- I have taken the lead in maintaining the Network Delivery Management Tool (NDMT) for the Potomac Region
- Delegating tickets to representatives and ensuring they are updated in a timely manner
- As an Engineering Assistant (EA), I secure the flow of orders and follow-up until completed
- I am responsible for resolving inventory issues within TIRKS, such as correcting drops and time slots, and working in the Network Delivery Management Tool (NDMT) database towards better date dues and delivery of late loops
- Provide most recent status of order and maintenance tickets to customers which require excellent verbal and written communication skills
- I provide internal updates via email, updated spreadsheets (MS Office Applications) and conference calls
- I serve as a back-up for the escalation management team; attend conference calls for high priority customers such as Fairfax County, Northrup Grumman, Windstream and AT&T
- I design voice and data circuits, which include digital data circuits and hi-capacity circuits (using company records) to perform work required to analyze service orders, and to direct the preparation of circuit order and circuit layout records for field forces
- Provide technical consultation to field forces and Project Managers with connections to with special services, switched services, and hi-capacity services
- Utilizing evolving technology, which including fiber, digital loop, carrier, Ethernet, TLS, SONET, and Next Generation systems to accomplish work assignments
- I am very flexible and multitask daily to ensure all business needs are met
- I assist with Front End processes ensuring orders flow into TIRKS by way of the TIRKS/LFACS interface and service order issues
- Use problem solving skills to determine why orders and designs have fallen out to error
- I partner with internal suppliers to ensure the agreed upon date due with the customer is met.
Maintenance Administrator
Verizon Telephone Company
Richmond, VA
10.1999 - 11.2010
- Responsibilities include but are not limited to: -Investigating, resolving, and contacting external and internal customers as to decisions made for negotiated dates, times, and premise access for telephone line services
- Operate terminal device of multiple mechanized systems for the input and retrieval of data effectively for various types of telephone lines and systems to determine course of action to add, eliminate, or modify faults
- Responsible for educating end user on Verizon's various products
- I assisted with trouble shooting features with the Network Test Center
- Troubleshooting requires great problem solving skills
- I was able to use complex thinking such as deduction and logic to resolve customer issues
- Meeting and exceeding service level requirements by adhering to AHT, the disposition of troubles, and proper utilization of close out codes.
Education
Certified Scrum Master -
Scrum Alliance
10.2023
MS in Leadership -
Walden University
10.2022
BS in Communication -
Walden University
10.2019
Skills
- Customer Service
- Implementation
- Project Lead
- Problem-solving
- Business to Business
- Business Relationship Management
- Meeting Timelines
- Collaboration
- Telcom Solutions
- Order Management
- Team Leadership
- Coaching
- Conflict Resolution
- Customer Satisfaction
- Time Management
Certification
IT Infrastructure Library, 04/17/2015, United States, Virginia, No, Foundations Level, CSI, SOA, Omnikron
Professional Memberships Activities
Women's Association of Verizon Employees WAVE
WOW Women of the World
Timeline
Lead-Client Service Management
HCL Technologies
11.2023 - Current
Lead-Client Service Management
VZ Enterprise Solutions
08.2014 - 11.2023
Engineering Assistant
Verizon Global Network Service and Delivery Assurance MCO / OCO Escalations
11.2010 - 08.2014
Maintenance Administrator
Verizon Telephone Company
10.1999 - 11.2010
Certified Scrum Master -
Scrum Alliance
MS in Leadership -
Walden University
BS in Communication -
Walden University