Pablo D. Norris
Dallas
Summary
Telecommunications professional with more than 20 years of experience in the areas of network services and applications, focused on continuous improvement to deliver a first-class customer experience with proven success in established business units and start-up groups at AT&T and Avaya.
Experienced with client relationship management and service optimization. Utilizes problem-solving skills to address client needs effectively. Strong understanding of communication and teamwork essential for improving customer satisfaction.
Results-driven service expert with strong track record in client relations and operational efficiency. Adept at problem-solving, process improvement, and providing exceptional customer experiences. Highly collaborative with focus on team success and adaptability to changing needs. Known for effective communication, leadership, and commitment to achieving goals.
Service consulting professional, skilled in developing client relationships and optimizing service delivery. Adept at identifying client needs and providing tailored solutions that drive satisfaction. Reliable team player with strong focus on achieving impactful results and adapting to changing environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Premier Service Consultant
AT&T
10.2025 - 02.2026
- Assist Business customers with requests, questions, and inquiries on all products and services offered.
- Address a broad range of customer service call types including, billing, collections, retention, service activations and changes, credits and adjustments, troubleshooting, advanced technical support
- Creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records.
- Provide effective and timely resolutions for customers and deliver personalized recommendations for latest products and services and meet monthly sales goals
Benefit Counselor
Mercer Inc/Aptia
06.2022 - 10.2025
- Handle inbound/outbound telephone calls and document all interactions.
- Provide direct phone-based support to pension plan participants, utilizing thorough knowledge of the pension plans and related work assigned to the Pension Benefits Counselor
- Manage administrative and case management issues as well as data processing activities.
- Manage client data using a variety of technical tools and resources.
- Manage client requests and processes.
- Traveled to South America (May 2021 to Nov 2022)
Sr. Risk Specialist
AT&T
Dallas, TX
09.2020 - 03.2021
- Manages processes and ensures compliance adherence in a variety of risk management functions including Surety Bond Program, State Compliance (50 states), broker partner invoicing (Lucent/Alcatel, Nokia), accounts payable, and intercompany billing detail
- Accounts Payable Systems – CAPS - Pay bills accordingly for IS, AL/GL, Technology, Workers Comp, UPS, Web Supplier Tools
- Intercompany Billing Detail – Insurance Breakout- Provide monthly billing breakout to accountants
Sr. Specialist Network Support
AT&T
08.2017 - 09.2020
- Assisted in development and implementation of claims reporting system for internal and external partners
- Supported internal and external users of system applications including Salesforce, APEX, VisualForce, COGNOS, SQL, HTML5, and Crystal Report Writer
- Acted as PC Coordinator, handling annual validation, PC re-deployment, lease administration, equipment returns, ordering, receipting, decommissioning and updating assets
Center of Excellence - Sr. Specialist Network Support
AT&T
07.2016 - 08.2017
- Acted as a functional consultant in the development and launch of a new Internet of Things (IoT) residential product "Enhanced Digital Life"
- Operationalized Van Fulfillment by contributing to project requirements, planning, and testing of hardware, software, and product activations as related to the new residential product launch
Support Operations – End to End Manager
AT&T
05.2015 - 07.2016
- Release Management, provided updates to Program Management and Project Managers throughout major and minor product releases
- Application Lifecycle Management, involved in application testing, defect management, and providing detailed analysis and technical feedback and support for Digital Life (Field, Central Operations & Operations Support Staff)
- Assisted with onboarding the field with IPAD/MobileIron/Scanner
- Consulted directly with Field Operations, Support, Monitoring, WFE and M&P teams to support applications and execute process improvement
- Managed remediation of defects to resolution, ensuring production-readiness for applications
Digital Life Operations Customer Experience Manager
AT&T
12.2013 - 05.2015
- Provided detailed analysis and technical feedback and support for Field and Central Operations
- Collaborated with Sales & Marketing to drive tactical improvement plans for the Digital Life Customer Experience
- Launched TCR!FT dashboard where NPS results are stored for Digital Life
- Communicated Initiatives in numerous leadership forums such as Customer Experience & Operational Reviews
Technician Customer Service Manager
AT&T
01.2013 - 12.2013
- Coached, developed, and evaluated a team of Tier 1 and 2 Agents in the Monitoring and Support Center who provided support to Premise Technicians, Installation and Repair (I&R) Technicians, and handled customer issues pertaining to Life Safety & Home Automation
- Created individual data-driven tactical developmental plans, analyzed agent impacting data trends to drive performance, resolved customer escalations, recommended operational improvements, identified opportunities to reduce cost and enable Tier I self-sufficiency; weekly coaching and development
Monitoring Specialist (Home Security)
AT&T
06.2012 - 01.2013
- Acknowledged, verified and dispatched Life and Property alarm signal notifications
- Provided prompt, professional and empathetic response to customer inquiries with a focus on researching, resolving and documenting customer concerns
Advanced Technical Support
Sprint
Fort Worth, TX
04.2011 - 06.2012
- Provide inbound telephone support for customers by basic and advanced troubleshooting
- Investigating and resolving customer questions and problems with Sprint's products and services with all handset models and all OS systems on phone
Emergency Dispatcher
PSC 911
Plano, TX
05.2009 - 04.2011
- Provided inbound telephone dispatch support for public concerns
Technical Support Engineer
Avaya Communications
09.1998 - 05.2009
- Responsible for providing detection of system or network events for customer monitored equipment for over 90 percent of the Fortune 500 such as EDS, ATT, Kodak. Ameritech, Deutsche Bank, SGI, American Heart, and XO Communications
- Assisted Field Service Engineers in the diagnosis, troubleshooting, and repair of equipment or applications
- Supported Field activity for project installations, upgrades and maintenance
- Maintained over 1300 OCTEL 250/350, VMX 200/300, Insight/Comverse, Intuity Interchange, IVR, and VMI Voice Mail
- Established and maintained escalated communications with technical teams and Field operations on maintenance issues
- Knowledge of different types of PBX and Voice Mail Integrations
Education
Associates in Business Administration -
Richland College
Dallas, TX01.1996
Skills
- Planning and Implementation of new software/hardware/applications
- Quality Assurance (Monitoring/M&P Design/Training)
- Experience in Startup/Pre-Launch Phase of Product Lifecycle
- Project Management
- Research/Escalation Management
- Production/QC & UAT testing
- Troubleshooting advanced technical issues
- Employee on-boarding and asset management in every role at AT&T and Avaya
- Customer relations
- Client relationship building
- Complaint resolution
- Issue resolution
Certification
- Robotic Process Automation (2017)
- Workforce 2020: Agile Program/Project Management (2016)
- Certified CCNA (2008)
- Certified Professional Networks +(2008)
- Certified Avaya Communications Associate (2007)
- Life Accident and Health or Sickness/AHIP 2874738 (2022)
LANGUAGES
English and Spanish fluency, reading and writing
MILITARY
11B Infantry 10th Mountain US Army, Ft Drum, NY (1991-1993)
PROFESSIONAL TOOLS AND APPLICATIONS
- Contact Center Technology: Avaya (Telco), First Asset (Customer Records Management), Qfinity (Call and Screen Recording Quality Control)
- Network: Cisco Prime Home (Network Management), PuTTY (SSH Client Access), Visio, GeoLink/BBT
- Business Administration & Finance: CAPS, Telogis (Fleet Operations), SharePoint, SalesForce CRM, RPA, Process Center, Telegence
- Sales: OPUS Mobile, System X
- Field Operations: DLITE (Field Technician)
- Monitoring Platforms: Riskonnect, SBN
AWARDS AND BADGES
AT&T Service Excellence Award 4th Quarter (2016), AT&T University Transformation Series: Technology & Network Transformations Tracks, Agile 2.0; API; Big Data
Timeline
Premier Service Consultant
AT&T
10.2025 - 02.2026
Benefit Counselor
Mercer Inc/Aptia
06.2022 - 10.2025
Sr. Risk Specialist
AT&T
09.2020 - 03.2021
Sr. Specialist Network Support
AT&T
08.2017 - 09.2020
Center of Excellence - Sr. Specialist Network Support
AT&T
07.2016 - 08.2017
Support Operations – End to End Manager
AT&T
05.2015 - 07.2016
Digital Life Operations Customer Experience Manager
AT&T
12.2013 - 05.2015
Technician Customer Service Manager
AT&T
01.2013 - 12.2013
Monitoring Specialist (Home Security)
AT&T
06.2012 - 01.2013
Advanced Technical Support
Sprint
04.2011 - 06.2012
Emergency Dispatcher
PSC 911
05.2009 - 04.2011
Technical Support Engineer
Avaya Communications
09.1998 - 05.2009
Associates in Business Administration -
Richland College