LinkedInChristopher J. Helbert

Christopher J. Helbert

Manager-Technical Customer Service

Location
Indianapolis, Indiana Area
Industry
Telecommunications
Previous
  1. AT&T,
  2. American CLEC, Inc.,
  3. Win.Net Internet
Education
  1. WGU Indiana
Recommendations1 person has recommended Christopher J.
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113connections
WGU Indiana

WGU Indiana

Business—Information Technology Management

View full profile

Background

Experience

Manager-Technical Customer Service

AT&T
(1 year 1 month)Indianapolis, Indiana Area

Direct and manage a team of Customer Assistants who are responsible for responding to customer inquiries that are technical in nature for consumers and small businesses; registration, home networking and complex troubleshooting for network issues, modems and PCs, multi-static IPs, pin holes, port forwarding, isolation of issues related to routers. In addition, answer inquiries from and assist field technicians with troubleshooting and service installation. Responsible for the quality and productivity of that team.

Customer Assistant

AT&T
(3 years 5 months)

Assist customers with registration, email creation, DSL physical line signal testing, modem/filter set-up
Assist customers with email, browser, and modem troubleshooting
Interact with other departments to resolve customer issues or provide additional services

Project Manager

American CLEC, Inc.
(1 year 8 months)

Coordinated 5 simultaneous client projects (250% of expected work load)
Evaluated network architecture and provided equipment recommendations to create customized products
Reviewed contracts
Redesigned internal document management (Wiki) system
Guided projects though government and corporate bureaucracies
Oversaw work of various vendors performing administrative, legal, and technical duties

Operations Manager (Sales)

American CLEC, Inc.
(1 year 1 month)

Researched on the regulatory environment in various states
Authored database queries to provide precise pricing
Closed contracts worth $195,000
Directed trade show presence
Trained staff
Managed production of trade show materials
Arranged travel
Established rapport with existing and potential clients
Convinced disgruntled clients to stay the course to project completion
Escalated client issues to engineering and the President

Operations Manager

Win.Net Internet
(1 year 8 months)

Coordinated various departments by meeting daily with each department head and select subordinates
Overhauled interdepartmental ordering procedures to improve efficiency and customer satisfaction
Expanded employee manual to clarify the company’s expectations of employees
Sales
Recruited and trained sales personnel
Developed product positioning and pricing
Authored sales manual to provide consistent company-wide sales approach
Prioritized marketing and hired full-time marketing person in lieu of outsourcing
Drastically increased sales done by customer service by increasing commission to first month of service revenue
AP
Worked extensively on budget issues to deal with company’s declining revenue and the company funding the American CLEC, Inc. startup
AR
Directed billing imports of acquired companies
Developed UNIX programs to allow billing to run collections reports autonomously
Engineering
Oversaw the integration of various acquired companies
Coordinated engineering and customer service during significant upgrade and outage
Customer Service
Continued as Acting Customer Service Manager with all the duties listed below.
Employee Morale Officer
Planned bi-weekly employee luncheon
Enhanced employee appreciation of luncheon by moving it to the day before payday

Sales and Marketing Manager

Win.Net Internet
(8 months)

Managed 2 full-time and 1 part-time sales personnel
Introduced agent program, allowing a salesperson to reach many potential clients by influencing a few decision makers (network consultants)

Customer Service Manager

Win.Net Internet
(1 year 3 months)

Coordinated network redesign, from concept to implementation, for client Pollen Ventures / CreoSalus
Retained 100% of remaining staff after a company-wide 10-25% pay cut by working closely with each staff member to foster their morale
Resolved escalated customer services issues

CS Liason to Engineering

Win.Net Internet
(8 months)

Resolved all client side issues escalated by customer service
Audited trade and public relations accounts and arranged contract renewals or renegotiations
Managed 25 station/7 company phone system and 25 station computer network for client Pollen Ventures
Ensured compliance with telemarketing regulations

Product Manager

Win.Net Internet
(3 months)

Evaluated competitors offerings
Developed product placement and pricing guidelines
Eliminated wireless product line due to technical constraints and operating losses

Web Development Manager

Win.Net Internet
(1 year 3 months)

Directed sales team for Web development, web hosting, and Internet access.
Replaced entire sales team with one cost effective sales person
Held daily sales meetings with staff
Guided development of all marketing material and gave final signoff.
Coordinated hiring Sales and Marketing Manager

Sales and Marketing Manager

Win.Net Internet
(5 months)

Spearheaded first implementation of Real Estate Internet Data Exchange (IDX) in Greater Louisville
Oversaw complete redesign of www.kyfairexpo.org
Developed system to save Kentucky Tourism Board approximately $1,000,000 annually on printing and mailing costs
Rebuilt department from the ground up after it was acquired by Win.Net
Met with disgruntled clients and designed, implemented and completed action plans to address their needs
Managed 4 developers

Customer Service Manager

Win.Net Internet
(4 years 5 months)

Spearheaded conversion of 3000 newly acquired customers to Win.Net within 72 hours
Managed over half of the company personnel including Billing (AR), Inside Sales, Technical Support, and Shipping
Co-developed company hiring procedure, drastically improving the quality of new hires
Utilized a combination of creative scheduling and outsourcing to increase customer service coverage hours to 24 X 7 (an 180% increase)
Designed and implemented regular customer service surveys to create improvement action items
Built new phone system (PBX) with automatic call distribution (ACD) to enhance customer experience
Performed cost analysis to determine which services to eliminate or outsource leading to outsourcing of NNTP USENET news and the elimination of UUCP based USENET news
Negotiated trade partnerships to acquire needed goods and services saving several thousand dollars per year
Served as a Kentucky State Quality Examiner for the Kentucky Quality Award
Redesigned company website drastically improving speed and navigability
Reduced cost of new hires by 25% while simultaneously increasing the quality of new hires

Technical Support

Win.Net Internet
(1 year)

Provided telephone and email support to Internet service and software clients throughout the world
Performed beta testing on company software and web systems
Wrote technical documents for in-house knowledge base and customer support website
Monitored entire network and resolved issues in absence of system administrator
Taught “Internet Basics” class as a public service

Office Serivices Aide

Southwest Virginia Community College
(1 year)

Skills

  • Program Management
  • Budgets
  • Telecommunications
  • Wireless
  • Customer Service

Education

WGU Indiana

Bachelor of Science (BS), Business—Information Technology Management
 (expected)

Southwest Virginia Community College

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