1. JON-PAUL LA VIGNE
3606 22nd AVE W  Seattle, WA 98199  (206) 883-6076  jonpaul.lavigne@gmail.com
SUM M ARY
 A trusted and knowledgeable professional with extensive experience in the telecom industry.
Emphasis on customer service via social media platforms like Twitter, Facebook, Community
forums, E-mail, andchat. I hope to bring my unique abilities to add value to your company. I am a
self-motivatedindividual with skills that balance customer service, social media management, and
technical support to deliver productive results.
CORE COMPETENCIES
 Utilizes Salesforce to provide hands on customer service andsupport via social media venues while
representing the company brand.
 Communicating clearly andeffectively with clients, colleagues, and other professionals within the
organization.
 Solves difficult problems and analyzes issues and emerging trends.
 Participates in the design ofthe Social Mediaworkflowandexhibits an ability toeasily adjust tonew
or changing assignments.
 Strives for excellence in performance by surpassing established metrics.
 Achieves stretch-goals consistently, delivering industry-leading performance and results.
PROFESSIONAL EXPERIENCE
AT&T MOBILITY — Bothell, WA
Social Media Manager, April 2014- Present
 Assists with product and service inquiries which are initiatedover various social media mediums.
Accountable for maintaining the brandimage andfor performing root cause analysis for high impact
and continuous issues.
 Provide business updates and recommendations to senior level management for areas of
improvement and opportunities to better the social media engagement process.
 Work with our corporate communications and legal departments on a consistent basis to ensure
appropriate responses and messages are being delivered over social media.
 Interact with and drive conversation with the Forums Community by providing solutions to
unanswered topics.
 Social Media Champion tier two role- provides support for fellow Social Media Managers by
assisting with challenging interactions. Duties also include queue management, tier one support
feedback, operations manager backup, filing support tickets for problems with the social media
engagement tools and tracking emerging trends.

2. JO N -PA U L L A VI GNE Phone: (206)883-6076  Page 2
National Business Service, December 2012-April 2015
 Supported telecom managersfor small tolarge enterprise customers withtheir telecomneeds.Assist
with running andinterpreting bill analysis reports as well as providing Premier website navigational
help.
 Identifying andticketing emergingtrends whichadversely affect the customerexperience whenusing
the Premier eBill website
 Acted as member of High Level Adjustment Credit Team for Business customers effectively.
 Handled billing tickets and case creation for customers, discounting inquiries and research.
Echat Data Support Pilot Team March 2010-December 2012
 Part of a pilot team which provides data support to up to two business customers at a time.
 Workedto design an effective support model for Small Business Customers whowish touse the chat
medium for assistance.
 Providedfeedback to management, and the Methods andProcedures groupwhich helpedto design
the Customer Experience Guidelines.
Advanced Support Tier Two August 2009-March 2010
 Providing Tier II support by utilizing AT&T’s knowledgebase and other analytical tools to solve
complex data issues, file network tickets andprovide valuable information to network engineers on
emerging network issues.
 Assisted multiple internal representatives concurrently via the Live Person chat program.
Technical Support Desk/Business Data Support, December 2007 – August 2009
 Supported high end data devices & their connectivity to the data and voice networks.
 Workedhand in handwith Blackberry Enterprise Administrators andResearch in Motion to solve
server issues.
EDUCATION
B.S. IN PSYCHOLOGY
Washington State University- Pullman, WA 1997
CERTIFICATE IN PROJECT MANAGEMENT
University of Washington- Seattle, WA 2012