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Natalia Wehrle

@nataliawehrle

Escalations leader at Lumen who improved carrier restoration time by one hour and maintained over 98% customer satisfaction during outages.

United States

Message

At Lumen, I led vendor escalation meetings to resolve complex, long-duration tickets, including issues involving Telecommunications Service Priority coding. Performance reviews with carrier leadership helped refine escalation procedures and reduce average carrier TTR by one hour.

During multi-customer outages, I coordinated real-time updates for internal teams and leadership, maintaining over 98% customer satisfaction. I also partnered with automation teams to improve escalation and customer communication workflows, saving an average of 10 minutes per ticket.

Earlier at Lumen, I diagnosed enterprise Ethernet line issues and coordinated ticket resolution across clients, vendors, local exchange carriers, and third-party NOCs. My experience also includes desktop support, Chromebook deployments, and installing NCR POS systems.

Experience

Work history, roles, and key accomplishments

Executive Escalations Manager

Lumen

Mar 2022 - Nov 2025 (3 years 8 months)

Led high-level collaboration and technical escalation meetings with vendor leadership to resolve complex, long-duration tickets, including those involving Telecommunications Service Priority (TSP) coding. Conducted structured performance reviews with external carrier leadership to present trend analysis and actionable insights, driving a 1-hour reduction in average carrier TTR.

Executive Escalation Management Cross Functional Collaboration Service Recovery vendor relationship management Training and Development Process Development Vendor Communication Database Management

Operations Technician I - Repair

Lumen

Oct 2019 - Mar 2022 (2 years 5 months)

Diagnosed and resolved complex enterprise Ethernet line issues, partnering with team leads on root cause analysis and coordinating high-level outages and escalations. Managed end-to-end communication and ticket resolution by coordinating between clients, vendors, local exchange carriers (LECs), and third-party NOCs.

Troubleshooting Root Cause Analysis Vendor coordination Ticketing Systems Communication Skills Cross Functional Collaboration

Client Service Technician

School District 27J

Jun 2019 - Aug 2019 (2 months)

Managed Chromebook security, user permissions, and deployments for students and staff via GSuite and KACE. Provided Tier 1 hardware/software troubleshooting and performed full-cycle installations of desktops and peripherals.

Google Workspace KACE hardware troubleshooting Software Troubleshooting Desktop Setup

IT Ops T1 Desktop Support

Chipotle

Sep 2018 - Jun 2019 (9 months)

Installed and maintained NCR POS systems (Aloha/Radiant) and supported corporate users with VPN and DUO authentication. Resolved connectivity issues using command-line tools (ping/traceroute) and managed ticket lifecycles via ServiceNow.

NCR POS Systems Aloha Epic Radiant VPN DUO Command Line Tools ServiceNow Vendor Liaison