Michael Dresser

***** * ********* **

Independence MO 64056

Mobile: 816-***-****

acrgkx@r.postjobfree.com

Overview

As an energetic experienced and results driven trainer, mentor, coach and manager, I excel at pulling the very best out of my direct reports in whatever capacity they may serve. I sought strengths in others and used that praise to foster improvements in other areas. Being approachable and an extremely effective communicator, it allowed me to achieve the common goals of all the extensive, vast opportunities I have been entrusted with. This is a recipe for success that was handed down to me and I have shared with those willing to learn and grow. I have successfully mentored others. I have continuously sought process improvements with every position I have held. I look forward to replicating this in future endeavors. Professional Experience

Field Research Manager

Xceligent Inc.

July 2012 – June 2015

Screened, interviewed, hired and trained a 36 member team of Field Researchers in 30 national markets

Developed weekly metrics and monthly analytic reports measuring production of the workforce

Designed application tools for multiple service lines improving workforce efficiency by 20%

Increased company wide efficiencies as a member of a Core Team of Service Line Managers

Negotiated equipment acquisitions from multiple vendors reducing costs

Radically modified research tasks resulting in immediate production increases by 35% on average/market

Cross trained executive level new hires on Field Research

Continuous Product Development for proactive research ongoing research improvements Freelance Operations Consultant

August 2010 – July 2012

LNP Provisioning and Order Process (NPAC tools, ILEC Porting)

Tracking and managing orders end to end with various vendors

Set Top Box and Modem Interface Testing

Broadband and Ethernet Order Provisioning

Operations Management

Provisioning issues and resolution

Customer Support

Operations Planning and SLA compliance

Communication Operations II

Comcast Cable

May 2004 – July 2010

Monitored overall plant health and reported outages and escalations

Dispatched maintenance and service technicians directly related to plant outages

Resolved escalated trouble tickets related to outages, signal loss

Handled end to end broadband and Ethernet provisioning and logistics with vendors and partners

Managed SLA and projects with large order execution requiring internal/external coordination

Provisioned eMTA's or modems for Technicians, commercial and residential customers

Worked LNP (Local Number Portability) order processing for VoIP and UNE voice orders

Utilized NPAC (Number Portability Admin Center )tools, verified FOC (Firm Order Confirmation)

Managed dates from various ILECs (Local exchange carriers), switch access, etc

Handled complex LNP and order escalations

Managed and modified technical demands and quotas increasing trouble ticket resolution by 15% Fulfillment Manager

FCA International

September 1997 – July 2003

Reduced overall Programs Departmental budget by $15K/YR with process improvements

Managed warehouse employees responsible for fulfillment of orders

Directed shipping and receiving process for all parcels, LTL Freight and inventory

Created and managed departmental budget and cost structure

Completely redesigned the pick/pack/ship layout increasing overall production by 50% Education and Awards

Six Sigma Green Belt Training

January 2015

Comcast Cable - Circle of Success Award

February 2008

Advanced Certification in AutoCAD/Drafting – Mechanical and Architectural Fort Osage Vocational Training - May 1991

Skills

Ability to engage and lead team meetings

Ability to inspire, coach and develop others through a shared vision and purpose Proven leadership and team development

Lean Processing

Corporate Training

LNP Processing

Order Provisioning

Metrics/Analytics

Operations Management

Customer Relations

Problem Solving / Strategic Planning

Customer Service

Budgeting

Planning Product Management

Michael Dresser / Mobile: 816-***-**** / acrgkx@r.postjobfree.com

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