James W. Rhoda, Jr.

16 Ferris Glen, Poughquag, NY 12570

jamesw.rhodajr@gmail.com

(H) 845-223-4595

(M) 301-351-6881

QUALIFICATION

Highly motivated and results-driven self-starter, seeking position in team environment or as individual

contributor, to leverage strong leadership skills and opportunity to deliver breakthrough results.

EXPERIENCE

3/2014 – Present

Verizon – NY

Valhalla, NY

Supervisor – Construction Management Center, Customer Operations

  § Managed the Mid-State and Mid-Hudson Control Centers with 10 direct report associates for an Outside Plant

geographic coverage area that included six counties and 91 wire centers

  § Supported 10 Line and Splice Construction garages, 19 managers, and over 380 field technicians with

timesheet administration, headcount force scheduling, major material inventory, fiber to the cell work orders,

buried service wire installs, tone and mark locates, Custom Work Order reimbursements, and other various ad

hoc reports and responsibilities

  § Ranked #1 in NY during pre-inventory with lowest amount of major material on hand

  § Ranked #1 nationwide with 100% improvement and $0 major material write-off post inventory

  § Attained 105% on-time completion rate for both Splitter Adds and HiCap work order objectives

  § Exceeded Network Creation objectives for MDUs (103%), MTUs (105%), and ODN Prems Passed (147%)

  § Cost per prem below objective for MDUs (110%), MTUs (103%), and ODNs (124%)

1/2013 – 3/2014

Verizon – NY

Poughkeepsie, NY

Senior Analyst – Vendor Management, Verizon Enhanced Communities

  § Supported NY VEC Sales team for new construction and overlay MDUs and non-bulk Sub-100 MDUs

  § Processed all aspects of vendor payments and account set-up for FiOS Marketing Agreements

  § Trained customers on the vECAP application and served as 1st Tier support

  § Assigned special project to report and implement areas of improvement with Net Promoter program

12/2007 – 12/2012

Verizon – NY

Poughkeepsie, NY

Senior Analyst – Program/Project Management, Verizon Enhanced Communities

  § Monitored, tracked, and communicated local Engineering and Construction progress on multiple,

simultaneous projects, as well as ensured internal and external teams met project deadlines and milestones

  § Kept lines of communication open and continually built and maintained positive working relationships with

cross-functional internal work groups, as well as with external property owners and developers

  § Led a cross-functional team and reduced past due debt on HOA Bulk accounts by 35% ($1.8m to $1.1m)

  § Led a five-month special project that increased Customer Survey response rate by 35% (from 38% to 51%)

  § Increased individual NPS Response Rate by 41% Y/Y in 2010 and by 1.7% Y/Y in 2011

  § Successfully submitted business case to invest in and deploy FiOS to an additional 12 MDU communities in

the Potomac region, resulting in increased opportunities for FiOS penetration and increased revenue

  § Generated $97,809 in additional revenue by referring Verizon products and services to customers

  § Nominated for and completed the Verizon Emerging Leaders Program, Greensboro, NC

  § Recipient of Verizon Heroes Award for exceptional merit in public service

06/2004 – 12/2007

Verizon – NY

Millbrook, NY

Local Manager – Customer Operations

  § Managed all aspects of the installation, repair, and maintenance for the outside plant and customer premises

  § Ensured adherence to Verizon's methods and procedures and that employee performance was maintained by

conducting quality and safety inspections, performance appraisals, tech training, grievances, and meetings

  § Delivered consistent breakthrough results in associate performance (i.e. productivity increased over 38%,

repeater rate decreased 5.9%, absence rate below objective by 6.45%, met financial objectives)

  § Generated $47,530 in revenue through Sell One More, and recovered $25,828 in OSP damage claims

  § Successfully submitted business case to invest in cell phones to improve contact with field technicians

  § Successfully managed project during Vice President of the U.S. visit. Managed the installation of 56 POTS

lines and 2 ISDN circuits for WHCA and USSS on short notice without complications

  § Resolved customer complaints and issues, and collaboratively worked with local union officials

11/1994 – 04/2004

Verizon – DC & MD

Washington, DC and Annapolis, MD

Systems & Services Technician

  § Installed, maintained, and tested all types of POTS, voice and data analog circuits, digital data circuits, and

high capacity data circuits (DS1, DS3, and gigabit Ethernet circuits) for Enterprise, Wholesale and General

Business customers, as well as provisioned and maintained remote multiplexers and pair gain systems

  § Participated in special project for Bank of America to upgrade ATM circuits and installed Cisco routers

  § Successfully installed a mission-critical PBX for the BAFB Primary and Secondary Alert Network

  § Installed and maintained voice and data services for Federal Systems customers, handled projects and date due

service orders and trouble tickets, for Bolling Air Force Base, the Washington Navy Yard, Marine Barracks,

Army Corps of Engineers, Naval Air Station, Naval Security Station, Naval Observatory, Fort McNair, the

Capitol, and the Pentagon. Supervised contractors during cable installation projects

03/1994 – 09/2003

West Lanham Hills VFD

Lanham, MD

Firefighter/Emergency Medical Technician

  § Supervised firefighters and EMTs in emergency operations and daily operations of departmental activities

  § Managed several annual Open House events and provided instruction on fire prevention and home safety

  § Conducted monthly safety and training drills for membership

07/1989 – 10/2001

United States Marine Corps

Sergeant (with Secret Security Clearance)

  § Held role as Wire Chief for a Headquarters/Service Company and Radio Operator in a reconnaissance team

  § Supervised Marines in temporary installation and maintenance of field wire and radio communications

  § Maintained $850,000 communications/electronics account with no loss or incident

EDUCATION

12/2012 – Certificate, Essentials of Commercial Contract Management, Villanova University

10/2012 – Master Certificate in Applied Project Management, Villanova University

12/2011 – MBA, Finance, Norwich University – Northfield, VT

12/2009 – B.S., Business, Management and Economics, SUNY Empire State College – Albany, NY

SKILLS

  § Net Promoter® Certified Associate, Portfolio/Project Management, Contract/Vendor Management, Customer

Relations and Satisfaction, Cross-functional Team Leadership, Business and Financial Analysis, Process

Improvement, Collaboration, Supervisory Skills, Labor Relations, Microsoft Office suite

MEMBERSHIPS AND CIVIC ACTIVITIES

  § Arlington Central School District Special Education PTA & Beekman Elementary PTA, Beekman, NY

  § Little League coach, Beekman Athletic Club, Beekman, NY

  § Mentor, American Corporate Partners, New York, NY

  § Member, Veterans Advisory Board of Verizon

REFERENCES – available upon request