My goal is to secure a management position with a company or institution that offers me a consistently positive atmosphere to learn new technologies and implement them for the betterment of the business. I offer strategic and innovative professionalism with dependable experience in Business Management and Telecommunications. Strong leader and communicator with a focus on translating business goals into actionable initiatives by improving performance, profitability, growth, and employee engagement. Solid reputation for building interpersonal relationships with leadership and diverse groups, in efforts maintain a positive customer experience. Keen ability to analyze data and execute strategic human capital initiatives, while delivering accurate, timely, and effective solutions.
-Back Office Support System (BOSS)
Ā· Interactive Voice Response (IVR),
Ā· Process Improvement
Ā· Project Management
Ā· Receiving
Ā· Communication Cost Allocation System (CCAS)
Ā· Voice over Internal Protocol (VOIP)
Ā· Budgets, Billing
Ā· Business Management
Bethesda, MD, 04/2019 - Current
- ā¢ Serve as key leader in Dispatch Department by providing 300 Field Service Technicians with telecommunication assignments throughout states of Iowa, Nebraska, and Ohio.
ā¢ Supervise 18 Maintenance Administrators by monitoring their performance, behavior, and adherence to delegated tasks.
ā¢ Conduct daily management calls with 14 leaders to discuss process improvement initiatives for usage of overtime.
ā¢ Spearhead tracking and reporting of all deliverables in efforts to increase productivity and on time completions.
ā¢ Monitor dispatcher calls to identify areas of improvement and create viable solutions for future services provided.
ā¢ Manage budgets, expenses, and objectives of dispatch department to improve overall revenue of corporation.
ā¢ Lead coaching and performance discussions to develop staff in achieving results in order to exceed company goals.
ā¢ Train employees on customer service methods to ensure knowledge on all business policies and procedures.
Greenwich, CT, 08/2015 - 04/2019
- ā¢ Managed Corporate Communications department by supervising work of 30 Service Consultants, Senior Record Clerks, and Customer Service Specialists, located in Connecticut, Missouri, and Indiana.
ā¢ Collaborated with Labor Relations in decreasing departmental grievances by 65% for process improvement purposes.
ā¢ Exceeded customer service objectives by 10% when receiving 100% satisfaction rating out of 90% company goal.
ā¢ Evaluated 911 accessibility of all telephony equipment and updated corporate documents to reflect new provisions, in efforts to track emergency call locations throughout building, and ensure safety of over 300,000 employees.
ā¢ Introduced metric-based system that measured performance management with heavy emphasis on operating results.
ā¢ Started employee recognition and rewards program to increase levels of employee engagement and productivity.
ā¢ Influenced decisions regarding hiring, disciplinary action, promotional activity, and performance reviews for staff.
ā¢ Partnered with cross-functional management in identifying strategic methods for achieving corporate-wide results.
ā¢ Redirected 200,000 telephone numbers by assigning toll charges to appropriate departments, resulting in decrease in corporate toll expenses, and company savings of over $180K.
ā¢ Trained management on complex services in efforts to streamline processes that enhanced new service performance.
City, STATE, 02/2000 - 08/2015
- Ā· Business Management ā¢ Assisted in divestiture of AT&T's Connecticut region by supporting overall transition of employees, systems, services, and customers during Frontier Communications acquisition
- Ā· Performed Project Management duties by leading movement operations for over 300,000 executives and employees
- Ā· Investigated disconnection of circuitry requests in national technical database, saving company over $335K
- Ā· Created and implemented new policies, procedures, and training for company, utilizing Agile methodology
- Ā· Facilitated workshops for 15 managers on presentation, team collaboration, and leadership skills, resulting in employee promotions and favorable feedback on company's professional development
- Ā· Conducted attendance management training for Information Technology (IT) staff, decreasing staff absences by 80%
- Ā· Governed Safety Project Manager duties for Corporate Telecommunication Services (CTS) team by providing training completions, policies reviews, and corporate data alignment, meeting quarterly safety objectives by 100%
- Ā· Contributed to success of acquisition by planning, tracking, and mitigating migration of telecommunications billing, provisioning, and retail services, to ensure smooth transition between companies
- Ā· Served as ambassador for Aspire Mentoring Academy by granting 800 students with exposure to corporate mentors
- Ā· Partnered with United Way, Employee Resource Groups, and Junior Achievement on volunteer opportunities, Serve as key leader in Dispatch Department by providing 300 Field Service Technicians with telecommunication assignments throughout states of Iowa, Nebraska, and Ohio
- Ā· Supervise 18 Maintenance Administrators by monitoring their performance, behavior, and adherence to delegated tasks
- Ā· Conduct daily management calls with 14 leaders to discuss process improvement initiatives for usage of overtime
- Ā· Spearhead tracking and reporting of all deliverables in efforts to increase productivity and on time completions
- Ā· Monitor dispatcher calls to identify areas of improvement and create viable solutions for future services provided
- Ā· Manage budgets, expenses, and objectives of dispatch department to improve overall revenue of corporation
- Ā· Train employees on customer service methods to ensure proficiency on all business policies and procedures
- Ā· Establish floor safety team to design and implement evacuation logistics that ensures staff safety during emergencies
- Ā· Create strategies for posting evacuation routes, monitoring staff attendance, and accommodating disabled employees
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School Attended
- Albertus Magnus College
- Southern Connecticut State University
- Eastern Connecticut State University
Job Titles Held:
- Supervisor / Building Site Safety Coordinator
- Supervisor
- Senior Specialist Business Management
Degrees
- Master of Arts
- Bachelor of Science
- Bachelor of Science
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