Blake Beachel

Experience

• 

  CenturyLink

  Nov 2006 - Jun 2019

  - Deployed RPA automations for delayed order and company miss- Rolled out Salesforce Vlocity chat and notifications for Enterprise products- Deployed real-time dispatch data feeds to automate technician notifications - Rolled out Buzz Notifications to digitize Field Ops & Dispatch notifications- Implemented reschedule and cancel APIs to allow dynamic appt management through digital channels- Field Ops process owner with specialty in tech tools & automations - Owned chronic repair escalations and coordinated resolution with Field Ops- Honed project management, time management, and process analyst skills- Created agent-peer feedback analysis to provide actionable coaching content - Staffed, trained, and supervised in-office chat support contractors - Streamlined training program, delivering agents one week earlier- Created chat efficiencies that raised customer satisfaction with lower cost resources - Gained intricate knowledge of HSI network infrastructure and Repair Operations- Acted as Tech Lead, corrected HSI programming issues and mentored agents- Owned irate customer escalations and complex issue resolution

  • Lead Operations Engineer

    Jun 2018 - Jun 2019

  • Senior Process Analyst

    Jun 2013 - Jun 2018

  • Chronic Escalation Manager

    Jan 2012 - Jun 2013

  • Repair Supervisor & Trainer

    Jun 2010 - Jan 2012

  • Tech Support I, II, IV

    Nov 2006 - Jun 2010
• 

  Lumen Technologies

  Jun 2019 - Oct 2022

  - Exceeded 2022 Field Operations dispatch reduction forecast- Lead program to replicate and implement digital communication journeys for Brightspeed Launch- Sr. Manager Q2-Q4 for Lumen and vendor Digital Engagement teams - Deployed ContactEngine Journeys & automations for record-setting OPEX savings - Lead migration to Salesforce and ContactEngine and decommissioned legacy chat & notification apps

  • Acting Sr. Manager

    Aug 2021 - Oct 2022

  • Sr. Lead Operations Engineer

    Jun 2019 - Aug 2021
• 

  Brightspeed

  Oct 2022 - now

  - Leading Digital Engagement and Field Mobility teams to achieve Operational Excellence- Delivering millions in OPEX savings with digital communications & process automations- Transforming Operations with new technologies that enable & drive digital efficiencies - Leading Digital Engagement team supporting Salesforce Chat and ContactEngine communications- Integrated Google CCAI with SMS and IVR channels for automated Operational workflows- Integrated ContactEngine with ServiceNow

  • Senior Program Manager

    Dec 2023 - now

  • Platform Manager

    Oct 2022 - now