PROJECT MANAGERFeb 2017 to Current Tom's CATV and Construction － Duncan, SC
Provide leadership and direction for planning and managing construction and drop bury activities while providing day to day functional leadership, management, using Tom's operational procedures ensuring support and successful execution of the company's business objectives in the assigned markets.
Develop, refine, implement and improve methods and procedures, standards and documentation, toll and operational support systems to produce maximum effectiveness, efficiency and quality customer experience.
Manage processes related to efficient work order management, project scheduling, materials management and accurate customer billing.
Project management and planning activities with local cable operator's construction and installation management teams.
Developed new operational standards increasing monthly completion rates by more than 15% over the first 30 days.
Streamlined operational practices leading installation compliance percentages to over 98% for the last 6 months.
Highest in MSO operating region and company history.
Implemented new installation and training strategies reducing damage claims by more than 60%.
SR. OPERATIONS MANAGEROct 2014 to Oct 2016 Birch Communications － Macon, GA.
Directed Operations including all supply chain, field operations, dispatch, service delivery, wireless services, fleet management, along with Data Center management and maintenance for a $750M provider of voice, data, and telecommunications services.
Selected by management to head the operational development and integration of a new Windows based operating system.
Managed operational departments in 4 different states.
Decreased number of dispatch employees (overhead) from 24 to 10 associates over a 3-month period while improving service levels, efficiency, and time to install/resolution.
Realized an 80% improvement of effectiveness and production levels through automation, improved scheduling, quality & training initiatives, and improved communications.
Established pull systems that reduced inventory by 26%, reducing material handling and inventory transactions while improving on-time delivery and product fill rates.
Implementation of new pull & management system led to the recovery of $1.6M in lost assets during the first 60 days.
Increased revenue by more than 40% with new vendor contract negotiations.
Successfully resolved employment turn-over by 75% through creating new incentive and training programs.
Led organizational efforts to restructure operational teams into one cohesive and productive unit reducing overhead by more than 40% while achieving new company records in production and customer satisfaction.
Initiated standardized methods for costing, quality, deliverables for the Field Operations group for W-2 and sub-contracted technicians to achieve higher margin potential, streamlining job quoting, and minimizing job site errors.
PROJECT OPERATIONS MANAGERAug 2013 to Apr 2014 Bear Communications － Omaha, NE.
Achieved $3M annual savings in Field Operations Budget.
Drafted and directed new ordering tools that increased MRR by more than 30% over the first 90 days.
Achieved billable service rate of 94%.
Increased individual order processing and production rates by more than 60%.
Cut FOP's response rate from 5 days down to 48 hrs.
Developed project plan for implementation and analysis of results to accomplish specific agreed upon business objectives.
Oversee all project activities including high-level milestones, the launch readiness checklist, and the development of standard operating procedures.
Directed the efforts of all installation and repair personnel to increase efficiency and performance throughout the department.
Managed performance KPI's to surpass the goals of first contact resolution, productivity, and quality of service.
Cox Communications Partner).
Select, train, direct, coach, discipline, and motivate employees.
Evaluate performance and award appropriate compensation for subordinates.
Successfully drafted and implemented Career Progression Program.
Created long-term strategies to target efficiency and increased revenue.
Implemented KPI's to identify field service threats and opportunities for enhanced performance.
Drafted and implemented new performance based incentives reducing employee churn and improving overall performance metrics by more than 20%.
Slashed operational costs 25% by streamlining scheduling, reducing overtime and increasing productivity.
Facilitated communications with MSO client and internal staff regarding weekly and monthly contractual service level agreements and performance achievements.
Led company to the Top Contracting Partner in the region after 30 days taking office.
Recovered over $60k in lost CPE over the first 30 days.
Achieved and maintained the regions highest NPS (Net Promoter Score) after 60 days in office.
Grew the field tech staff from 5 techs to 35 in the first 90 days while maintaining lower expenditures.
Facilitated and developed the companies first Technical Field Operations Training program.
Broadband Technical Management, Certified IQ Installing SMB Telecom -, Telecommunications2016Georgia Low Voltage Licensed － Macon, GATelecommunications
Dedicated Sr. Operations/Project Manager who has demonstrated the ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries, cutting edge markets, and fast-paced environments. Strong technical and business experience with an impressive track record of more than 18 years of experience in strategic planning, business unit development, project management, and employee development strategies. Proven ability to successfully analyze critical business requirements, identify deficiencies and potential opportunities, while developing innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings.
Attention to detail
Low Voltage Technologies
Attention to detail, automation, billing, Broadband, Budgets, Budget, Business Systems, cable, coach, contract negotiations, costing, client, customer satisfaction, delivery, direction, documentation, functional, inventory, IQ, leadership, Team Leadership, managing, materials management, office, Windows, 98, operating system, order management, organizational, personnel, processes, Project Management, Project management and planning, quality, Risk Assessment, scheduling, service level agreements, Strategic Analysis/Planning, supply chain, Technical Management, telecommunications, Telecom, Employee Development, training programs, Vendor Management
*Presidents Club Award Winner in 2015 - Awarded by the President/CEO for exceptional performance and project achievements.
*Slashed yearly vendor interest rates by $300k in the first year.