Telecommunications Operations Manager Dynamic Telecommunications Operations Manager with more than 15 years of Field Operations and Human Resources experience. Demonstrated expertise managing customer service, human resource, quality and safety issues to meet organizational goals. Proven experience developing technicians through performance evaluations and analysis to improve skill levels and increase efficiency. Skilled at improving processes and controlling cost to maximize resources and reduce expenses. Strong management experience leading direct and indirect employees to achieve project goals and objectives on time and within budget. Telecommunications Operations Human Resources Retention Succession Planning Offsite Field Support Territory Management Consulting Vendor Management Team Leadership / Motivation Process Improvement Talent Acquisitions Employee / Labor Relations Training / Development Workforce Planning QA/QC Safety Investigations Performance Management Employee Engagement Client Relations Field Services Evaluations Customer Service Teams Project Management Business Development Communication
Budgets, Call Center Management, Contracts, Quality & Cost Control,
Area Manager Technical Field Services07/2015 to 06/2016NETWORK SERVICES / AT&T ATT Telecommunications CompanyBellaire, Texas
Managed company's largest Houston territory.
Provided team leadership and administration for ten managers and three staff members.
Monitored fiber installation, special services, driver safety and cost control for 185 indirect reports.
Implemented technicians call back plan to check customer repairs at the end of the day to ensure satisfaction.
Increased accountability, productivity and reduced return service calls by 30% month over month which reduced truck rolls for technicians at a loaded labor rate of 210$ per visit.
Improved manager accountability with individual development plans for daily task posted to the Outlook Calendar.
Organized manager activities and increased efficiency.
Improved customer service satisfaction 3% annually through supply chain management initiatives, stocking the vehicles with the right materials through inventory control utilizing flexible spending amounts per technician based on individual productivity.
Area Manager01/2012 to 07/2015NETWORK SERVICES / AT&TBellaire, Texas
Lead 6 Project Managers performing Distributed Antenna Systems installations.
Worked with certified vendors to provide Wi-Fi, cellular, data and voice coverage for customer's facilities.
Developed new business within the region.
Enhanced wireless coverage for business and colleges in the South Texas area.
Utilized Distributed Antenna systems with fiber cables to reach remote locations.
Developed individualized customer solutions with vendors and engineers to provide strong wireless coverage.
My team installed one of the largest DAS systems in America at Texas A&M University which scored a competitive edge for future projects for our win-back group and increased the overall mobility coverage across the campus by 75% including all the stadiums and arenas.
Area Manager Installation and Repair01/2007 to 12/2011NETWORK SERVICES / AT&TBellaire, Texas
Supervised 11 Managers with 175 technicians performing business and residential services installations and repairs.
Provided U-Verse support and documented information in APEX for technician research and reference.
Streamlined processes with work group reviews to improve performance and increase technician involvement.
While increasing technician accountability to be at work my team and I reduced Workers' Compensation costs by 40% ($700,000 annually) by improving safety plans and implementing employee training, management accountability and safe driving habits through the Smith Driving Course.
01/2003 to 12/2006CONSTRUCTION & ENGINEERING / AT&T ATT Telecommunications CompanyBellaire, Texas
Performed time and motion studies with the National Construction and Engineering Team to analyze technician task to increase efficiency.
Prepared M&Ps and APEX documents for Manager and Technician reference and review.
Determined Key Performance Measurements to analyze construction technician performance.
Rode with technicians to evaluate individual productivity and opportunities to increase performance.
Improved the overall support service level by 20% to our internal and external customers.
Through implementation of the findings from the time and motion studies the 8 -10 million dollar budget for the suite of projects I managed achieved all project scheduled goals.
Bachelor of Science: Business ManagementDallas Baptist UniversityDallas, TexasBusiness Management
Houston Area Urban League Board Member
Omega Psi Phi Fraternity
Professional Team Member of the Atlanta Braves Baseball