Accomplished day to day operations and turnaround manager, with experience at the Vice Presidential level of corporation structure. Proficient at evaluating existing operational procedures and developing comprehensive plans of action to derive improved performance in both quantitative and qualitative results. Highly developed human interaction skills that consistentlyĀ foster "ownership" of work productĀ by staff, optimum commitment to achieving highest productivity, and cost containment. Leading by example to make exemplary customer service "job one".
Skills
Exemplary verbal and written communication skills
Microsoft Word, Excel, Power Point
Developed creative problem resolution skills
Procedural development and Analysis
Team building skills
Effective cross operational unit coordination
Project Management
Executive level management skills including P&L
Education
Wayne State UniversityDetroit, MichiganExpected in 1987 ā āBachelor of Arts:Finance - GPA:
Work History
At&T - Manager, OSP Planning & Engineering Design Gulf Breeze, FL, 07/2005 - 10/2014Project Manager responsible for the design of infrastructure consisting of equipment, cable and pairs, and routing to deliver a wide range of telecommunication services to both residential and commercial customers. Work cooperatively with other AT&T operating units i.e. construction and provisioning to insure the accurate and timely implementation of services. Also, responsible for budgetary compliance, optimum utilization of resources both human and equipment, in addition to reporting progression of projects from inception to completion.
Zoominfo - Training & Development Manager San Mateo, CA, 06/2002 - 09/2005Designed and Implemented comprehensive training programs for new and existing employees of the center for 300-400 front line employees, supervisors, and managers. Working with and through seven coaches/training assistants, delivered multi-level training consisting of new procedures, techniques, job enrichment, and performance improvement training. Designed and maintained tracking documentation of individual and group training records, and generating periodic reports to upper management on the quantitative and qualitative preparedness of the center\'s collective staff.
Filtration Group - Customer Service Manager Kenosha, WI, 06/2001 - 06/2002Managed a team of Customer Service personnel responsible for intake of service installation and/or repair requests from existing customer base. Responsibilities included monitoring end to end handling of requests from receipt through completion and post completion follow-up. Maintain ongoing training of hard and soft skills that determined the successful performance of staff, implement value added training and peer coaching where needed to improve performance. Quarterly evaluation of individual team members and conduct one-on-one review discussions, and determine annual pay increases based on performance levels achieved. Provide regular reports to both center management and human resources.
Red Bull - Manager, Executive Appeals Fayetteville, NC, 08/2000 - 04/2001Responsible for receipt of escalated service issues from customers that entailed intricate and challenging service problems/issues that were not resolved at lower levels of customer service units. The issues/problems were sensitive and monitored by upper management and required the development of an individual Plan of Action (POA) that would bring about resolution as expeditiously as possible. Regulatory reporting throughout the process and upon completion was also included within job responsibilities.
Transamerica Real Estate Tax Service - National Account Manager City, STATE, 08/1994 - 11/1999Managed acquisition and transition of company\'s largest client i.e. Chase Manhattan Bank. Maintained viability of the business relationship between the company and the highest profile clients in the Mid-West Region. Responsibilities included maintenance of exemplary levels of customer service via on site reviews of internal practices, creative problem resolution to identify and correct deficiencies, perform operational analysis to effect procedural improvements and achieve optimum performance. Clients included but not necessarily limited to Chase, National City Bank, Source One, Flagstar Bank, etc.
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