Stephen Shafer

Experience

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  MCI Telecommunications

  Nov 1988 - May 1995

  Customer Service Representative

  • Responsibilities were sales and service to hospital and hotel accounts. Increased revenue by expansion of operator and payphones sales• Established routine visits to each customer through test and verification network service were properly migrated to appropriate service• Interface with customer to maintain account revenues, introduce new products, and increase customer base• Analysis of data from management summary reports to create a proactive approach to customer service in territory • Servicing a base of customers throughout the world through inbound call center calls. Answered calls regarding billing, service issues, and questions related to small business accounts• Interface with customers to maintain accounts, introduce new products, and increase customer base Show less

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  MCI Telecomunications

  Jun 1995 - Feb 1997

  National Account Service Manager

  • Responsible for service and sales to multi national accounts. Methodology included enhancing customer service through the use of various networks products• Prepared account reviews and tracked customer visits to explain new products with the goal of increasing revenue to exceed monthly quota

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  MCI Telecommunications

  Mar 1997 - Jan 2003

  Social Security Administration• Handled client relationship management functions, which included promoting enduring relationships with various clientele• Cultivated positive relationship with customer by establishing willing attitude toward issues related to daily operations• Managed a staff providing customer service support to the Social Security Administration• Worked directly with sales and project management teams to ensure projects and billing coordinate with customer expectations Show less

  • Opertaions Manager

    Feb 1999 - Jan 2003

  • Installation Project Manager

    Mar 1997 - Jan 1999
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  Verizon

  Feb 2003 - Nov 2010

  Lead team of 5 direct employees with an overall responsibility for service implementation on all voice and data products. Responsible for all customer service activities associated with daily operational issues. Main concentration on service tickets, implementation activates, and billing.Coordinate customer meetings to discuss issues pertaining to implementations projects and daily operational business Engage customers in training forums, classes and user groups and ensure contractual, systems are utilized to their fullest extent Manage billing and invoicing issues and present alternative methods to improve network capabilities. Coordination of trouble reports through resolutionDirectly engaged with technical and help desk personnel to provide a cohesive structure between all groups. Escalation of service issues associated with network stability and customer service.Experienced with all network operations including, local, long distance, data, internet, and remote access applications Show less Federal Deposit Insurance Company• Led business development and marketing efforts, which expanded the customer base and introduced products into network markets• Contributed to the implementation of promotional programs that optimized revenue levels• Consistently exceeded sales revenue plan and outperformed quota by more than 156%• Established strong relationship with customer while creating solutions critical to the overall mission of the agency• Significant network sales win with migration of local services in major locations around the country. Show less

  • Customer Service Manager

    Sept 2005 - Nov 2010

  • Sales Account Manager

    Feb 2003 - Aug 2005
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  Verizon Business

  Dec 2010 - now

  Sr. Account Executive

  Account management of Federal Government Agencies• Dedicated focus toward the agencies mission while pursuing growth and opportunities• Manage Federal account by engaging internal and external business partners while strategically planning for future projects• Develop customer relationships and gain status as a trusted business partner. • Plan, develop, and cultivate ideas that complement the agencies technology agenda • Introduce new technology advancements including cloud, wireless, security, and hosted environments• Advance existing operations by leveraging new technology • Responsible for the stability and maintenance of the agency leveraging relations with project management, customer service, finance, and legal. Show less