SCOTT STONE
Brighton,MI
Summary
Diligent professional with several years of experience and a proven knowledge of troubleshooting, customer service, and project management. To secure a challenging position in communications, technology, research and development where I can utilize my knowledge and expertise in a progressive environment. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
Customer Success Advocate
Lumen Technologies
02.2023 - Current
- Engage with customers over phone and email, ask questions and offer business solutions to uplift and maintain the customer experience.
- Identify, document and take ownership of customers' issues and see problems through to resolution.
- Apply creative problem solving to seller inquiries with support of partners, resources and leadership.
- Identify prospects and cross-sold products to customers.
- Maintain customer retention and re-rates, and upsell.
Network Operations Technician - Voice
Lumen Technologies
10.2018 - 05.2021
- Remote Test and Turn-Up activation of ss7 switched circuits.
- Troubleshot voice circuits to determine and rectify network problems.
- Built ss7 trunk groups in the DMS-250 and Next Generation Switches along with decommissioning.
- Worked with outside local exchange carriers and vendors for carrier and trunk installations and hot cuts to provide service.
- Remote wiring and provisioning of Carrier Facility Access (CFA) hot cuts and basic installations.
- Performed test calls to ensure proper working service.
Implementation Specialist
Lumen Technologies
08.2006 - 10.2018
- Handled customer complaints with empathy and composure therefore maintaining customer service and satisfaction.
- Specialized in High Band-Width Voice and Data Communication Networks through maintenance and provisioning.
- Managed high volume customer and network order accounts as an Order Manager, along with project accounts utilizing a high degree of proficiency.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service on a consistent basis.
- Focused solutions on industry-specific workflow, customer base and protocols, tailoring implementations to customer needs.
- Listened attentively during meetings and interviews to determine customer needs and project specifications, deadlines, and budgets.
Network Operations Center Technician
Metro By T-Mobile
01.2006 - 08.2006
- Performed remote network testing and activation utilizing computer applications.
- Maintained provisioning duties for cell site accounts using MS Office.
- Worked as a team player to troubleshoot and resolve network issues with other carriers and vendors.
Telecommunications Specialist
AT&T
11.1997 - 10.2005
- Kept abreast of changes in industry practices and emerging telecommunications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings and workshops, and participating in professional organizations and conferences.
- Performed a wide range of provisioning and maintenance duties inside a network operations call center office environment.
- Specialized in High Band-Width Voice and Data Communication Networks through remote testing, troubleshooting, and activation.
- Consistently met my short and long-term targets while maintaining customer service and satisfaction.
Education
Associate of Applied Science - Electronics Engineering Technology
ITT Technical Institute - Indianapolis
Indianapolis, IN11.1997
Skills
- Order Processing
- Business Development Understanding
- Service Standard Compliance
- Schedule Mastery
Timeline
Customer Success Advocate
Lumen Technologies
02.2023 - Current
Network Operations Technician - Voice
Lumen Technologies
10.2018 - 05.2021
Implementation Specialist
Lumen Technologies
08.2006 - 10.2018
Network Operations Center Technician
Metro By T-Mobile
01.2006 - 08.2006
Telecommunications Specialist
AT&T
11.1997 - 10.2005
Associate of Applied Science - Electronics Engineering Technology
ITT Technical Institute - Indianapolis