VINCENT R. MITCHELL
Erie
Summary
Results-oriented Local Service Repair Manager with expertise in team management and project execution. Led service improvement initiatives that increased operational efficiency and customer satisfaction. Strong communication and problem-solving skills contribute to success in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Local Service Repair Manager
LUMEN TECHNOLOGIES
08.2023 - Current
- Led the team in task-based assignments and monitored performance, including formal reviews.
- Resolved escalations and issues to facilitate achievement of operational objectives.
- Managed after-hours engagement and on-call duties for escalations.
- Developed and managed staffing schedules to support operations.
- Scheduled day-to-day activities and assisted with planning/implementing new procedures.
- Analyzed performance reports, implemented corrective actions, and communicated team metrics to management.
- Administered company policies, monitored results, and managed costs.
- Led project to optimize Emergency Call Forwarding process for Lumen Local by utilizing application within Mass Markets ticketing system and identifying suitable API for implementation.
Operations Service Manager
LUMEN TECHNOLOGIES
09.2017 - 08.2023
- Managed Service Improvement Plans (SIPs), facilitating internal and external meetings to track progress and achieve targets.
- Led postmortem analyses and preventive action planning, delivering improvement plans to customer stakeholders ranging from managers to executives.
- Developed custom reporting, conducted operations reviews, and facilitated improvement plans.
- Collaborated cross-functionally with Sales, Operations, and technical teams.
- Served as escalation point for project and service issues, ensuring timely resolution for dedicated customer base.
- Coordinated customer communications regarding major change management and system upgrades.
- Identified chronic issues along client services routes and collaborated with account directors, sales engineers, and outside field technicians to finalize colocation and customer premise projects for solution implementation
Event Communication Technician
LUMEN TECHNOLOGIES
10.2011 - 09.2017
- Coordinated technical teams to resolve incidents and outages effectively.
- Managed communication across all phases of incident lifecycle, ensuring timely updates and resolution.
- Installed and configured communication systems for various client needs.
- Conducted routine maintenance on network equipment to ensure optimal performance.
- Collaborated with teams to troubleshoot and resolve technical issues efficiently.
Branch Sales Manager
TCF BANK
10.2010 - 10.2011
- Managed daily branch operations, ensuring smooth workflow and effective staff scheduling.
- Conducted monthly audits and facilitated staff development sessions to enhance team skills.
- Led branch team to enhance customer service and client satisfaction.
- Developed and implemented sales strategies to boost product offerings.
- Managed daily operations ensuring compliance with banking regulations.
Investigative Specialist
KROLL FACTUAL DATA
02.2010 - 10.2010
- Reviewed investigative research for quality and completeness, maintaining data integrity for decision-making.
- Provided verified documentation to legal teams, facilitating potential legal recourse.
- Verified accuracy of loan documentation and financial records, ensuring compliance during loan process.
Branch Manager
U.S. BANK
06.2004 - 01.2010
- Directed daily retail branch operations, ensuring compliance, sales, and customer service excellence.
- Managed team of eight, including specialists, tellers, and managers, to foster professional development and enhance service quality.
- Cross-sold banking products to deepen client relationships and contribute to revenue growth.
- Achieved Pinnacle Award for outstanding performance in 2007 and 2008.
- Received quarterly Pinnacle Awards from Q2 2007 to Q4 2007 and Q1 2008 to Q3 2008.
- Represented bank at community events, enhancing brand visibility and building community trust.
Education
University of Colorado
Boulder, COSkills
- Project management
- Vendor management
- Customer relationship management
- Budget management
- Team management
- Effective communication
Timeline
Local Service Repair Manager
LUMEN TECHNOLOGIES
08.2023 - Current
Operations Service Manager
LUMEN TECHNOLOGIES
09.2017 - 08.2023
Event Communication Technician
LUMEN TECHNOLOGIES
10.2011 - 09.2017
Branch Sales Manager
TCF BANK
10.2010 - 10.2011
Investigative Specialist
KROLL FACTUAL DATA
02.2010 - 10.2010
Branch Manager
U.S. BANK
06.2004 - 01.2010
University of Colorado