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Steven Kenney13324 Shady Tree Place, Edmond, OK 73013
https://www.linkedin.com/in/steventkenney
A dedicated and dependable professional with strong analytical skills. A self-starter with demonstrated experience in meeting customer expectations with flexibility, adaptability and on-time delivery.
Work Experience
Special Accounts Team CoordinatorAvaya Inc., Oklahoma City, OK
Feb 2014 - Feb 2015
• Generated timely parts deliveries by analyzing data so that best delivery method is attained resulting in on-time deliveries.
• Leveraged Material Planning team as an escalation point to overcome part availability and delivery challenges for domestic and international customer requests.
• Reviewed Service Request notifications in Siebel ticketing application to support customer accounts. • Contributed to revenues through verifying customer entitlements for parts replacement and dispatch requests.• Increased customer satisfaction by confirming parts availability using SAP to meet delivery expectations.• Fulfilled part delivery SLA’s by investigating substitute parts for non-stocked material. • Delighted customers with timely and accurate responses to requests for updates, follow-ups and completions
on material deliveries. • Proactively notified field dispatch personnel of pending activities to reduce the Create-to-Scheduled time of
Service Requests.
Service ManagerAvaya Inc., Oklahoma City, OK
Jan 2011 - Jul 2013
• Diligently monitored field resources scheduling for the Midwest region of the United States (13 states/75 technicians).
• Exceeded or achieved monthly expected on-time commitments for major repairs requiring a field technician to be on-site for customer repairs within 4 hours of dispatching.
• Compiled and integrated data to summarize performance metrics for dispatch teams and field technicians.• Proposed process improvements to leadership team based upon performance metric summaries. • Communicated daily with external customers and internal service teams to clarify deliverables for fulfilling
SLA requirements.• Served as escalation contact for equipment sourcing conflicts. • Received regional recognition for scheduling long-term, high-volume installation projects in the region for a
multi-million dollar customer upgrade contract with Cook County Jail.
Steven Kenney
• Lead a team of five Service Coordinators accountable for scheduling field technicians for repair and install of telephony products and services.
• Developed team members by daily coaching and reviewing monthly scorecards and delivering Mid-Year and Year-End performance appraisals.
Work Experience
Field Service CoordinatorAvaya Inc., Oklahoma City, OK
Sep 1998 - Dec 2010
• Scheduled field technicians for daily work activities and projects using Gantt charts.• Accurately coordinated parts delivery for repair and installation requests using SAP and Choice Logistics.• Provided ‘Always Available’ resource scheduling support by phone, IM or email for external customers and
internal support teams.• Improved customer satisfaction by creating a ticket tracking system for major accounts using MS Excel.• Created and delivered training presentations to increase product knowledge for national dispatch teams. • Designed and maintained the organization’s Share Point website which provides access to up-to-date process
docs, links to applications, and real-time updates related to workplace activities.• Self-trained to expand knowledge of system applications: SAP, Service Power, MS Office including
SharePoint.
Service RepresentativeAT&T Wireless Services, Oklahoma City, OK
Jan 1994 - May 1998
• Inbound call-center customer support.• Resolved customer billing discrepancies.• Troubleshoot customer issues with cellular phones and field signal failures.• Assisted customers by submitting network related trouble reports to Tier II support. • Product and Services sales, activations, and retention.
Education
Bachelor Degree | Business MarketingOklahoma State University, Stillwater OK Bachelors of Science Business Marketing (1998)
Steven Kenney
Skills
Parts Ordering Research Dispatch SAP Field Tech Nortel Siebel Scheduling Field Services Excel Microsoft Office Sharepoint Billing Cellular Sales Metrics Telephony Marketing Escalation Management Logistics Report generation Escalations
