Stephen Johnson

Managing Carrier fiber accounts primarily within the cellular tower business, including wireline connectivity with major providers such as AT&T, T T-Mobile, Verizon, Lumen, and Charter. Coordinating service orders and communication between teams internally, including business-to-business communication to ensure smooth sales and promote additional business to benefit all parties. Exceeding quota for the team I support over 90 percent of the time. with muti-million-dollar sales agreements in contracted revenue.

• Order Entry
• Order Screening
• Service Order Creation
• Extensive use of Salesforce
• Contract Drafting
• Scope of Work Drafting

Screen and review orders submitted by sales account executives to ensure prompt service delivery. Communicate with customers and end users to complete installations and service changes, including new lines of service and upgrades. Processing a minimum of 12 orders daily

• Paid attention to detail while completing assignments.
• Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
• Proven ability to learn quickly and adapt to new situations.
• Strengthened communication skills through regular interactions with others.
• Excellent communication skills, both verbal and written.
• Applied effective time management techniques to meet tight deadlines.
• Acted as a team leader in group projects, delegating tasks and providing feedback.

• Created, prepared, and delivered reports to various departments.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• 10 to 20 orders processed daily
• Met various SLA's ranging from 24 hours to approximately one week

• Managed high levels of call flow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests.
• Assisted in development of system security protocols.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Researched and identified solutions to technical problems.
• Answered calls providing customer facing support
• Mananged KPI and service level daily
• Met Sales Quota Monthly

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Diagnosed and troubleshot hardware, software and network issues.
• Monitored system performance to identify potential issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Installed and configured operating systems and applications.
• Created user accounts and assigned permissions.
• Meeting SLA KPI and Service levels daily