Mark Robell

Current

• Operations/Warehouse/Liquidations Manager at Titan Global Holdings, Inc.

Past

• Customer Support Specialist at Norlight Telecommunications
• Network Service Manager at SBC
• Lead Quality Assurance Manager at AT&T Long Distance

• Network Services Manager at AT&T
• Technical Support Manager at Level 3
• Technical Support Manager at Genuity
• Provisioner/Project Manager at Genuity
• Service Representative at SBC/Ameritech

see less...

5 more...

Education

• University of Wisconsin - Milwaukee
• University of Wisconsin - LaCrosse

Recommended

17 people have recommended Mark

Connections

166 connections

Industry

Telecommunications

Mark Robell’s Summary

Detail oriented and results-driven Technical Support/Operations Manager with a proven track record to develop cross functional relationships in the telecommunications industry. Hands on management style and pursuit of efficient operations resulted in a proven track record for exceeding customer expectations and allowing personal accountability to the team. Adapts quickly to a diverse and rapidly changing environment. Clear and persuasive writing skills, offering thorough analysis, quick assessment and creative problem solving. Thrives in dynamic and multitasking environments and exceeds expectations under aggressive intervals.

Mark Robell’s Specialties:

Microsoft Office, Clarify, Unix based provisioning systems,
Visio, Vantive, TBS, Siebel, Remedy, Brio, FilemakerPro, Explorer, Various Telecom Specific Applications. Experience in routers, ATM/Frame Relay, DS0, DS1, DS3, OC-N, IRTH/AGT, Various IP Management Applications, Dedicated Voice, and ISDN/PRI.

Mark Robell’s Experience

• Operations/Warehouse/Liquidations Manager

  Titan Global Holdings, Inc.

  (Telecommunications industry)

  September 2008 — Present (1 year 4 months)

  In late 2008, Titan’s apparel division was dissolved and physical assets and documentation records were relocated to Titan’s warehouse. At the start of 2009, I became the sole person responsible for inventory, testing, marketing, and liquidation of assets. Marketing and advertising efforts resulted in over $19K in revenue within four months reselling used inventory (routers, switches, furniture, and office supplies).
  
  * Managed all aspects of day to day warehouse operations including expenses, obtaining required permits, utility accounts, records management, and inventory of all items contained within warehouse.
  * Established shipping and freight vendor accounts and negotiated preferred rates for Planet Direct and Titan.
  * Created accounts and globally marketed inventory for sale on many of the world’s most heavily trafficked websites.
  * Submitted daily inventory and sales reports to CEO, CFO, and Chairman of the Board.
  
  Managed all aspects of prepaid calling card line of business from initial customer contact, network provider relations and procedures, inventory, and activation provisioning of cards for Titan’s Planet Direct, Inc. subsidiary.
  
  * Within three business days from start of employment, learned and documented all operational procedures required to perform day to day operations and accounting for the prepaid calling card line of business. This included inventory, shipping, supply level management (at both Planet Direct and customer sites), printing and graphics, and activations.
  * Within one month of start date, solely provisioned and booked record revenue of up to $182K daily for Planet Direct.
  * Perform first call resolution, network provider escalation, and analysis of all calling card activation trouble cases.
  * Assisted sales staff in developing relations with prospective and existing customers.
  * Created and distributed daily sales revenue, billing, and inventory records to executive management.

• Customer Support Specialist

  Norlight Telecommunications

  (Public Company; 201-500 employees; JRN; Telecommunications industry)

  December 2007 — September 2008 (10 months)

  As the first line of contact for customers, receive incoming calls, solve customer issues and escalate issues to other personnel. Also, status customers and proactively notify them when an issue arises. Answer the phone in 10 seconds or less.
  
  * Primary liaison between Norlight customers and Network Management Center Technicians and Engineers
  * Perform first call resolution and analysis of all Long Distance trouble cases.
  * Assist customers by performing Domain Name Service changes
  * Escalation point for customers issues, both internal and external. This included both provisioning and maintenance issues for all product lines.
  * Provision Local and Toll Free routing changes for customers and the Norlight sales organization.
  * Assisted local management with systems improvement, training, and process documentation.
  * Personally responsible for managing chronic customer issues through resolution.

• Network Service Manager

  SBC

  (Telecommunications industry)

  2006 — 2008 (2 years )

• Lead Quality Assurance Manager

  AT&T Long Distance

  (Public Company; 10,001 or more employees; T; Telecommunications industry)

  September 2006 — May 2007 (9 months)

  Promoted from Network Services Manager in September 2006 to assist with the transition of legacy SBC Long Distance provisioning of retail Dedicated Voice Access, PRI, and Private Line provisioning to the Rosemont office. Major responsibilities included:
  •Training on all retail and affiliate provisioning processes from order receipt to customer acceptance of service.
  •Primary escalation contact for all retail DVA/PRI/Toll Free issues, both internal and external. This included both provisioning and maintenance issues.
  •Complex Toll Free routing and provisioning training for retail NSM’s.
  •Last mile local loop ordering for in-region and out of region training.
  •Test and Turn up training for all voice products.
  •Established cross departmental relationships throughout the AT&T corporate structure and became the primary subject matter expert for both retail and affiliate provisioning issues, processes, and escalations.

• Network Services Manager

  AT&T

  (Public Company; 10,001 or more employees; T; Telecommunications industry)

  December 2004 — September 2006 (1 year 10 months)

  Managed all order activities and test/turn up of Dedicated Voice Access, Primary Rate Interface, and Private Line customer orders.
  •Within 6 months of start, established reputation as a subject matter expert and go-to person regarding complex routing and provisioning of Long Distance Voice Services.
  •Member of core team to role out new and enhanced processes for local loop ordering and coordination for in-region, out of region, and 3rd party providers.
  •Through provisioning expertise and ensuring customer satisfaction, assisted sales team in acquiring 2 major customer contracts ($4M and $20M respectively).
  *Increased customer satisfaction for two of the most highly valued customers at AT&T, Cingular and Viacom/CBS through efficient provisioning and building the customer relationship.
  *Assisted AT&T Management on high level customer escalations and quality assurance efforts.
  •Received numerous awards and customer commendations for provisioning and escalation expertise

• Technical Support Manager

  Level 3

  (Public Company; 10,001 or more employees; Telecommunications industry)

  2002 — 2004 (2 years )

  Technical Support Manager 2003 – 2004
  Managed Technical Support team during transition of duties and responsibilities to the Atlanta Service
  Center due to the Level 3 acquisition while maintaining role from Genuity.
  • Directly responsible for customer notification of circuit migration activities to the Level 3 Network.
  • Acted as customer advocate and primary escalation point for customer circuit migration activity through acquisition completion resulting in over $300 million in savings to Level 3.
  • Charged with maintaining Top 30 customer base satisfaction throughout migration process including Verizon, SBC, AT&T, and Sprint.
  • Received numerous awards for migrations expertise.

• Technical Support Manager

  Genuity

  (Public Company; 10,001 or more employees; Telecommunications industry)

  2001 — 2004 (3 years )

  *Recommended solutions to customers resulting in direct additional revenues of over $1.8 million.
  •Led 24x7 customer care and network operations center (NOC) for strategic Private Line customers.
  •Directly responsible for private line managed escalations.
  •Successfully created and implemented performance indicators/metrics.
  •Managed team that achieved and retained first touch resolution metrics of 95% monthly.
  •Responsible for planned and unplanned maintenance activities.
  •Recognized for internal/external relationship building expertise.
  •Achieved 99.998% accuracy results on planned work communications including service impacts to customer base
  •Received numerous awards from executive management regarding results.
  •Integrated responsibilities of One Call Center dig requests to the West Allis office
  *Managed the service installation, space requirements, equipment, and telecom facility requirements for the Genuity/Nap.Net collocation locations in Chicago.

• Provisioner/Project Manager

  Genuity

  (Public Company; 10,001 or more employees; Telecommunications industry)

  1999 — 2001 (2 years )

  • Charged with balancing customer advocacy against corporate goals leading to accelerated and additional revenues from major clients such as Focal Communications.
  • Consistently scored over 100% on quarterly commitments.
  • Achieved the highest contract to cash conversion ratio in the company.
  • Routinely recognized by customers for excellent service.

• Service Representative

  SBC/Ameritech

  (Public Company; 10,001 or more employees; Telecommunications industry)

  1994 — 1999 (5 years )

  Customer Service Representative
  • Dedicated voice customer service and sales for residential and small business customers.
  • Issued orders for new service, transfer of service, additions, and disconnection of service.
  • Worked in Pewaukee helpdesk facility to correct orders, answer technician questions, and also assist sales associates with usage statistics regarding product leads for business customers.
  • Maintained exceptional service order accuracy.
  • Lead several special projects including training of service representatives regarding government sponsored discounting of phone services and process compliance.

Mark Robell’s Education

• University of Wisconsin - Milwaukee

• University of Wisconsin - LaCrosse

Additional Information

Mark Robell’s Interests:

New technology, investing, project management

Mark Robell’s Honors:

Successfully supported multi-million dollar international and domestic accounts.

Received numerous performance awards at each position including: Certificates of Excellence, Customer Commendations, Executive and Management Commendations.

Regularly supported Major Account Segments (top 30 customers) at Genuity and Level 3 Communications.

Referred multiple opportunities to sales for customer upgrades and also attended pre-sales meetings with customers resulting in increased corporate revenues and customer satisfaction.

Mark Robell’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• reference requests
• getting back in touch