Steven Belcher
Customer Success Service Leader, Quality Manager, Project/Program Manager, Entrepreneur “Never waste a failure.” Nick Saban
- Role
- Service Delivery Project Manager Supporting at & t at Insight Global
- Location
- New Orleans, LA, US
- LinkedIn followers
- 500 followers
About Steven Belcher
Implementing lasting solutions for systemic business problems is a predominant challenge for people in the technology industry. I help solve the most critical problems that customers face and then implement measures to make sure that they don’t occur again. I am a motivated coach and manager with 40+ years of success in the telecommunications/IT industry, including achievements in sales, software system implementation, project management, operations management, quality management and technical training. Companies have trusted me to advise internal and external stakeholders, including C-level executives, project teams, and customers. I am known for using a data-driven approach to identify root causes of critical customer issues and break down long-term solutions into achievable objectives and deliverables. My employers have consistently trusted me to quickly and effectively drive escalation of highly critical complex situations to successful resolution and provide root cause analysis. Richard Branson said something once that pretty much sums up my professional experience over four decades- “If somebody offers you an amazing opportunity but you are not sure you can do it, say yes – then learn how to do it later!\" I am comfortable with ambiguity and delving into processes to identify areas for improvement. This also drives me to continually work on my own professional growth and development.
Experience
Service Delivery Project Manager Supporting at & t
May 2023 — Present · New Orleans, LA, US
Service Delivery Manager managing existing clients and additional life cycle services for AT & T/Avaya hosted Cloud UcaaS/CcaaS.Lead efforts transitioning UcaaS/CcaaS projects from implementation to Day 2 steady state and serving as Lifecycle Manager in Day 2. Managed training and delivering best practices for customer supported Help Desk, enabled E911 functionality, managed porting of multi-carrier TNs to AT & T. Created & facilitated monthly stewardship meetings to cover success metrics, announce new product functionality, describe best practices, etc.
Education
McNeese State University
MBA, Business
1994 — 1999
The University of Alabama
BA, Economics, Political Science
1978 — 1980
University of Montevallo
Economics
1976 — 1978
Skills
- Unified Communications
- Avaya
- Project Management
- Sip
- Voice Over Ip (Voip)
- Contact Centers
- Session Initiation Protocol (Sip)
- Avaya Technologies
- Professional Services
- Enterprise Software
- Telecommunications
- Customer Satisfaction
- Avaya Products
- Business Process Improvement
- Leadership
- Program Management
- Call Centers
- Ip
- Managed Services
- Ivr
- Telephony
- Internet Protocol (Ip)
- Strategy
- Voip
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