Director Of Field Operations resume example

Provided proficient guidance to 40+ union represented Field Technicians responsible in providing communications services to residential and business consumers in Beach Cities territories. Complete responsibility in leading the installation and maintenance of high speed internet and landline phone services for areas within Southern California. Monitor technician service performance via customer commendations, monthly discussions, on-site inspections and daily engagement. Cultivated cross-departmental partnerships that created local processes and procedures to retain customer satisfaction and reduce customer churn.

Highlights:

• Interim Director (Central Valley Coast) who led a diverse team of 5 Local Managers, 2 Clerks and 126 Field Technicians (Customer Service Technicians & Fiber Network Field Technicians) during CVC’s reintroduction to Southern California, provided direction and support in meeting Key Performance Indicator's for the District which include increasing Commitments Met, SO/TT per 8, Technician Utilization and Service Working and reducing Repeats and Out Of Service (OOS) Mean Time To Repair (MTTR)
• Interim Area Manager who led a diverse team of 5 Local Customer Operations Managers, 2 Clerks and 80 Customer Service Technicians by providing change leadership, motivation and vision that allowed employees to adjust to new system applications and processes during transition to Frontier Communications
• Partnered with Area Managers during interview process to re-staff vacant field technician positions due to retirement and departmental transfers; assisted with ramp-up of new hires and transfer employees with on-boarding plan that included new hire orientation, classroom training and on-the-job training; paired new hires with skilled technicians who provided mentorship and troubleshooting guidance for residential and business customers
• Active participant in Verizon’s Lead To Succeed initiative by increasing social engagement with community consumers within territory which generated sales for District; Generated 150k Revenue in 2015 – Top Revenue Performer (Team & Individual)
• Remained in Top 10% for CORE Supervisors during Quarterly QAOR's (Quality Audit Operations Reviews) month over month; 1st Supervisor to hit 90% Objective
• Assisted ROS (Regional Operations Support) with Blackberry Phone to Motorola Tablet Conversion; Trained 100 Copper Technicians
• Ensured compliance of all health and safety programs with OSHA rules and requirements; 2014 Awardee For Perfect Safety Record
  

Launched Fiber Solutions Center (FSC) with 100 union-represented workforce that provided U.S. based over-the-phone Technical Support (Video, Voice & Data) for Business and Residential FiOS customers. Implemented and led IHD (Internal Help Desk) with process improvements that included CTC (Click To Chat) with cross-functional departments, that reduced ASA (Average Speed of Answer) for front-line coordinators needing assistance with customer related issues. Spearheaded Long Beach FSC’s Academy Bay, a test bed for employees needing refresher training on processes that helped to reduce DO (Dispatches Out)

Highlights:

• Spearheaded IHD (Internet Helpdesk) of 20 IHD Agents who provided expert troubleshooting guidance to complex issues which decreased customer frustration and reduced churn
• Created DO (Dispatch Out) Checklist which assisted with valid Dispatches; Ranked #1 in DO Compliance among Fiber Solution Centers
• Introduced flexible/alternative work schedules to improve employee's attendance within center - Decreased by 15%
• Successful Business Turnaround - Successfully took over an under-performing work group and improved bottom performing work group and elevated ranking from #5 to #2 within Center
• Spearheaded team engagement in Sell One More leading to 100% enrollment and 80% participation; Resulted in 1M+ in yearly revenue

Supervised 160 Call Center employees who provided Technical Support for 1.9M+ High Speed Internet (HSI) Business and Residential Subscribers throughout US footprint. Lead of Maintenance Control Operations West’s GTAC (Go-To Assist Chat) with cross-functional departments, which provided a proactive communication approach between offshore and onshore workforce. Led Hawaiian DSL Migration Project between Verizon and Carlyle Group; remotely trained group of 10 Carlyle Employees on how to provision and troubleshoot DSL.

Highlights:

• Developed and implemented departmental processes and advocated mentorship, motivation, guidance and training to employees
• Resolved customer complaints and concerns with strong verbal and negotiation skills; Customer Care Index (CCI) and Net Promoter Score (NPS) remained favorable by resolving difficult customer issues through completion
• Temporary Assignment: Apart of a team that launched, supported and integrated an offshore, outsourced Technical Support center. On-site for 90 days