Executive Management

Operational Leadership, Business Development Support

 

Highly talented, Senior Executive. With multiple years in managing day-to-day operational aspects of a business. Extensive experience in revitalizing operations and reinvigorating cross-functional teams to drive strong and sustainable productivity toward fulfillment of corporate goals.

CORE STRENGTHS

 

ð      Business Management and Operations	ð      Human Capital and Risk Management
ð      Process and Performance Improvement	ð      Strategic and Tactical Planning
ð      Presentation and Negotiation	ð      Leadership, Training, and Team Building
ð      Vendor and Customer Relations	ð      Budget Implementation and Financial Reporting

 

EMPLOYMENT HISTORY

 

Verizon Communications ¡ Tampa, FL: 2005–Present   Operations Manager- VZ Consumer and Mass Business                                                                                Jan 2015 – present   Managing 32 union employees from two teams one of which provides technical support to FiOS (Fiber) customers for Voice, Data, and Video services in a call center environment while the other handles customer and executive escalations The center handles technical support, provisioning and maintenance functions for FiOS (Fiber). I am responsible for coaching and evaluating the expertise of both Customer Support Analysts and Fiber Network Technicians with regard to customer service skills as well as desktop and network trouble shooting skills. I also develop and administer ad-hoc training specific to the needs of an individual or group, ensuring FSC employees are well equipped to care for the needs of our FiOS (Fiber) customers. In addition, I am required to promote Verizon products that fit the needs of the customers.     Ä     Overviewed daily performance of multiple teams and drove them to accomplish key performance metrics such as call handling, productivity, sales etc.. Ä     Trained on Lean Six Sigma principles and participated in multiple Lean Six Sigma projects focused on reducing cost, increasing efficiency and maintained focus on constant process improvement. Ä      Led the training and development of my teams to ensure that agents were exceeding all quality standards/Metrics.  Ä      Conducted daily analysis of statistical trends and identified opportunities then created action plans to address negative trends. Ä     Participated in hiring new employees and conducted interviews and evaluations for new hires.    Ä     Conducted daily analysis of statistical trends and identified opportunities then created action plans to address negative trends. Ä      Maintained records and documentation to ensure compliance with legal accounting and labor laws and engaged in behavior based coaching to drive results. Ä      Designed local processes to ensure that my center drives down both cancels and churn (Special focus on chronic resolution) Ä     Maintained open communication channels within my teams and with other channels within the company in order to promote a healthy productive culture
Regional Underground Utilities Manager (MDU & SFU)	Apr 2013– Jan 2015

 

Facilitate monthly meetings with vendors and interface with customers to address their concerns under time constraints. Ensure highest level of Customer satisfaction. Prepare and deliver daily, monthly, and quarterly presentations to executive management in addition, negotiate and manage multiple vendor contracts. Train associates to develop their competencies and achieve their maximum level of potential. Administer performance reviews to measure development and determine areas of improvement.

 

Ä      Displayed unsurpassed management expertise in permitting and placing utilizes, administering overall fiscal budget for Bury Drop Department, controlling contractor expense, and assigning daily work load

Ä      Exemplified superior talents in minimizing expenses by reducing non–productive time

Ä      Strategically led all product development initiatives in collaboration with the National Team

Ä      Manage placement of Fiber for MDU, FTTH, and business

Ä      Allocated $13M annual budget to fund operations, maximize investments, and optimize operational efficiency

Ä      Drove all efforts to implement Six Sigma process improvement and to significantly eliminate waste

Ä      Cost-effectively saved $180K in 2013 through demonstration of exemplary management skills

Ä      Received appointment from Florida region president as the motivational host for all management meeting of year 2014 and 2012

 

Dispatch Resource Center Supervisor (MDU, SMB, SFU)

Feb 2011–Apr 2013

 

Directed and coordinate day-to-day workload for Florida FiOS while supervising activities of 21 union employees. Simultaneously managed bulk project for the state of Florida to ensure on-time and on-budget completion. Presided over the training session on process improvements to reduce inefficiencies with subordinates.

 

 

Ä      Demonstrated proficiency with OLAP technologies to build statistical business and data models for identifying inefficiencies and potential issues

Ä      Served as representative of the local organization in inter-company business forums regarding the promotion of best business practices as well as the accomplishment of company objectives and priorities

Ä      Rendered expert oversight to the development and preparation of various business assessments with short turn-around time

 

Outside Plant Manager of Customer Operations (SFU, MDU, & SMB)

Sep 2006–Feb 2011

 

Spearheaded 21 union employees and International Brotherhood of Electrical Workers (IBEW) in installing and repairing Verizon Fiber Optics. Evaluated employees’ strengths and weaknesses and assigned job aligned with their strength. Delivered informative presentations to internal and external customers to promote Verizon products.

 

 

Ä      improved employees productivity by using peer-to-peer on-the-job-training and developing effective training practices

Ä      Manage the installation of Fiber to MDU, Business and Residential

Ä      Community Ambassador for FTTH for MDU

Ä      Develop measurable  reporting systems

Ä      Manage project budget for capital and expense

Ä      Work cross-functionally to build scalable construction, installation, and support processes. Innovate our means and methods with potential to change industry standards across multiple markets.

Ä      Designed customer retention strategies to improve service quality and achieve company growth

Ä      Elevated team’s productivity and technician jobs from 2.8 to 4.16 jobs daily

 

Construction Coordinator of Verizon Operations (MDU & SFU)

Jul 2005–Sep 2006

 

Applied leadership talents to daily operation of fiber installation worked by contractors. Employed proficiency in utilizing Microsoft Office Suite to track the progression of daily projects.

 

Ä      Received appointments to manage two to three projects monthly while ensuring all Department of Transportation (DOT) and Occupational Safety and Health Administration (OSHA) requirements were met.

Ä      Established and implemented polices/procedures toward fulfillment of corporate target goals and objectives.

Ä      Responsible for overall construction labor cost per passing, enforce contract requirements, and mitigate any contractor disputes across assigned region.

Ä      Work cross-functionally with engineering, sales, small business and National Operations support to design the placement of FTTH for MDU and MTU.

Ä      Responsible for the auditing project to ensure compliance

Ä      Responsible for Fiber Placement

 

 

Federal Mogul ¡ Summerton, SC
Quality Assurance Technician/Inspector	May 2002–Sep 2002

 

EDUCATION & CREDENTIALS

 

Master of Business Administration, Emphasis in Management: Sep 2012 ¡ Strayer University, Atlanta, GA

Coursework in Quality Assurance: 2005 ¡ Villanova University, Villanova, PA

Bachelor of Science in Business Administration: May 2005 ¡ Morris College, Sumter, SC

Certificate Six Sigma Green Belt

 

 

Dean's List: 2001–2003 | O.R. Reuben Scholar | National Beta Club Who's Who among American Colleges and Universities