Rennie Suthar

• Enhanced customer satisfaction by addressing and resolving complex issues promptly.
• Supporting Lumens Mid-Market Accounts and overseeing Large Enterprise / Wholesale / SLED escalations received directly from the Executive Leadership Team.
• Assignment distribution of escalations within the CXE team and to various internal Lumen team.
• Collaborated with management to enhance and improve processes for the team.
• Management of the activities of multiple Lumen departments such as Order Entry, Service Delivery, Repairs and Billing on behalf of Lumen Customers
• Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases.
• Provided guidance to team members in resolving high-stakes customer concerns, ensuring timely and appropriate solutions were provided.
• Balanced competing priorities while managing multiple escalated cases simultaneously, ensuring each received prompt attention without compromising service quality elsewhere.
• Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders.

• Provided Sales Support for NYC Mid-Market customer base by providing exceptional customer service by addressing concerns promptly and professionally.
• Project managed order requests from start to completion and met all end-of-month sales deadlines consistently.
• Collaborated with Sales Engineers to ensure timely and accurate documentation for successful order entry process.
• Attended face-to-face meetings with sales team for high-profile customers.

• Collaboration with Sales and customer to establish a solid governance model based on customer needs and requirements.
• Overall responsibility for customer experience of three disciplines: Finance, Service Delivery, Service Assurance
• Dedicated Support for Complex accounts: Goldman Sachs, Depository Trust, Caribbean Financial Group, Morgan Stanley, Lehman Brothers (Barclays), Bank of Mellon NY, British Telecom, Bloomberg.

• Dedicated consultant for The NASDAQ Stock Market.
• Interface with 300+NASDAQ subscribers to provide market data feeds via a dedicated Verizon Business private network that connects the Stock Market traffic and their financial community.
• Established clear communication channels between internal teams and clients, facilitating seamless information exchange.

Project manager over several high profile conversions:

• Server migration for 200+ client connectivity for the trading network.
• Frame Relay projects for NASDAQ original parent company NASD
• Bandwidth Upgrade project for approx. 400 servers
• Carteret, NJ co-location of Nasdaq and their clients implementation and invoicing process
• Lead POC for creation of custom invoices for Verizon Financial Network (VFN) platform for SINGLEVIEW (billing platform). Nasdaq Account was first user of Singleview within VerizonBusiness.