Debra Nelson

Experience

• 

  Mitchell International

  Mar 1984 - Dec 1987

  Customer Service Representative
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  Michell International

  Jan 1988 - Dec 1993

  Customer Service Manager

  Responsible for hiring, training, and managing new technical support teams as new software products were released.

• 

  Mitchell International

  Jan 1992 - Jan 1999

  Executive level customer service manager for a Fortune 500 software publishing company. Primary responsibilities included management of multiple award winning customer service teams, large account management, strategic planning, and growth management. Resonsible for multiple service teams including customer care, level 1 and level 2 technical suport, and software QA teams.

  • Vice President

    Jan 1995 - Jan 1999

  • Director of Technical Support

    Jan 1992 - Dec 1994
• 

  Holland Systems Corporation

  Nov 1998 - Mar 2001

  Director of Operations

  Responsible for Data Center Operations and account management for large, 40 site Transportation Company resulting in 3.5 million dollars in revenue. Duties included project management, employee management, operations process and policy development, customer reporting, new product roll outs, customer training.

• 

  First Telecommunications

  Mar 2001 - May 2004

  Business Manager

  Successfully launched data services for a mid-sized Grand Rapids based telecommunication and voice integration company. Responsibilities included staffing, training, marketing, service pricing, establishment of partner/vendor relationships, and sales to existing and new customers. Data equipment sales increased by 250% in three years.

• 

  Convergence Interactive

  Jul 2004 - Sept 2006

  Owner

  Managing partner responsible for launch of small IT consulting firm to include marketing, sales, and administration. Customer service and design consultant. HIPPA process/policy engineer for regional hospital. Project Management, design, implementation, and training for VoIP installations for a variety of customers.

• 

  Arialink

  Sept 2006 - Apr 2012

  Department manager for voice, ethernet services, internet, and dark fiber service delivery.Project Manager for top tier customers for all products and services.Project Manager for all out of state, off network services for top tier customers. Improved customer satisfaction ratings from 60% to 87%. Implemented comprehensive management practices including job descriptions, salary levels, departmental and individual performance goals, and performance measurements. Employee turnover was reduced by 40%. Successfully launched delivery and support for multiple new services resulting in significant revenue growth.

  • Manager of Service Delivery

    Jul 2008 - Apr 2012

  • Operation Manager

    Sept 2006 - Jul 2008
• 

  Zayo Group

  May 2012 - Jul 2012

  Service Delivery Manager

  Post acquision support of Arialink Customers to include service delivery, accounts receivable, general support questions.

• 

  COMLINK

  Sept 2012 - Jan 2016

  Manager of Service Delivery

  Responsible for management of the Service Delivery and Customer Care teams through tremendous company growth. This included hiring, training, direction, goal setting, and productivity for all members of the Service Delivery and Customer Care teams. Instrumental in deployment of order management system to include development and implementation of all system workflows, procedures, processes and training. Project Manager for user group that governed the enhancements and changes to the system as required by the primary users.Hands on project management of large, multi-site fiber builds and service installations such as 82 site Rural Health Care Initiative, and 30 site State of Michigan WAN upgrade. Show less

• 

  Dewpoint

  Apr 2016 - Oct 2020

  Senior Project Manager
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  Delta Dental of Michigan

  Oct 2020 - now

  • Product Solutions Supervisor

    Oct 2021 - now

  • Senior Project Manager

    Oct 2020 - Nov 2021