Intelligent and enterprising Director of Field Operations eager to apply 20 years of experience in Telecommunications industry. Adept at enabling company growth and key operational improvements by weighting corporate objectives effectively and offering timely advice. Expert problem-solver and planner with demonstrated business leadership skills.
Managed a team of 9 Local Managers (LM's) and 220+ CWA/IBEW Unionized Field Technicians (Installation and Repair & Fiber Network Field Technicians) in Gateway District territory, that provided delivery of premiere service: FiOS Internet, Voice and Video, along with High Speed Internet and Voice. Areas of responsibilities included installation/repair, plant maintenance, planning, capital and assets projects. Provided direction and support in meeting Key Performance Indicators for the District which include increasing Commitments Met, Output Points Per 8, Technician Utilization and Service Working and reducing Out Of Service (OOS) Mean Time To Repair (MTTR)
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.
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)
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.
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