Overview

Over ** years of successful management and leadership experience with a reputation for meeting the most challenging organizational goals and objectives. A pragmatic and focused individual recognized for “making seemingly impossible situations work.”

Qualifications Summary

Highly driven and successful Supervisor

Possess a unique combination of analytical and leaderships skills, with excellent organization and prioritization abilities.

Work closely and maintained positive relationship with Senior Management.

Proven ability to lead teams, implements change, exceed targets, and drives organizational results.

Professional Experience

MasTec – Dispatch Support Manager (July 2015 – Present) Coppell, TX

Hire, train, coach, develop, and evaluate employees through performance management.

Lead and motivate the Dispatch Support department (40+ employees) to deliver superior customer service and achieve performance metrics.

Direct the Dispatch Support department activities to manage call volume and ensure established Service Level Agreements/KPIs are met.

Partner with Workforce Management department to ensure staffing levels are met.

Partner with the Ops Support Center Trainer on continual training initiatives to enhance the Dispatch Support staff’s job knowledge and customer service skills.

Supervise direct reports to ensure established objectives are monitored and accomplished.

Review, analyze and interpret performance and productivity reports regarding overall performance of Operations Support Center to key management, includes trending, casual analysis, and identifying opportunities for coaching and development process improvement.

Partner with peers to advance the effectiveness and excellence of the department and company through continual improvement of plans, programs and processes in order to proactively control expenses, increase value, and promote highly effective department and company practices.

Acts as a liaison to internal and external customers for the communication of changes in procedures, ensuring correct information is available and accessible at all times.

MasTec – Dispatch Support Supervisor (July 2014 – Present) Coppell, TX

Coach, develop, and evaluate employees through performance management.

Lead and motivate the Dispatch Support department to deliver superior customer service and achieve performance metrics.

Supervise direct reports to ensure established objectives are monitored and accomplished.

Partner with peers to advance the effectiveness and excellence of the department.

Managed the transition of the Technician Support Chats to MasTec from AT&T

Interview and hire new employees.

Completed Coaching & Leadership Essentials I & II.

Essential Solutions – AT&T Digital Life Dispatch Center (March 2014 – Present) Farmers Branch, TX

Manage the day-to-day Dispatch / Digital Handyman Center Operations for Vendor provided Installation and Repair technicians.

Initiate customer contact to obtain access information and provide customer with status of their work order.

Interact and coordinates with other departments to verify work order information.

Process information from various systems to determine further actions of work orders.

Manually process appointments in CAT as needed. Updating/closing tickets for vendors when systems are not functioning properly or per request.

Extensive customer contact by telephone to confirm due dates and access, negotiate and re-negotiate commitment time.

Prepare and update vendor work logs with schedule commitments via Service Live

Verify work orders with local supervisors; accepts, rearranges and updates.

Complete special projects as requested.

Flavio Bail Bonds - Surety Bail Bondsman (June 2012 – March 2014) New Britain, CT

Work closely with cosigners and family to expedite a defendant's release from incarceration through the formal bail process.

Write and execute bail bonds at various police departments, correctional facilities, and courthouses throughout the state of Connecticut.

Bail Enforcement Official, responsible for investigating and apprehending fugitives of the law.

Corbin Russwin - Machinist (May 1995 – November 2011) Berlin, CT

Managed a team of machinists, required to maintain the highest of quality standards and on time delivery.

Selected to partner with training team to develop and deliver training on the operation and assembly of complex machinery.

Educated and coached all team members with daily objectives and performance goals.

Through quality inspections, ensured all team members conformed to all OSHA and plant safety guidelines.

Developer and key contributor of work flow engines designed to improve overall plant productivity.

Local Lodge 1137 – IAMAW - Union President (January 2005 – January 2008) Kensington, CT

Responsible for the management and needs of 300+ union members

Prepare and present grievances through formal arbitration and briefing

Maintain all union related records and documents

Organize and coordinate monthly staff meetings

Negotiate the collective bargaining agreement between union and senior leadership

Designate members to various committees

Educate and coach lodge officers on correct plant procedures

Motivate existing members on new bargaining processes

United States Army – Administrative Specialist – (November 1989 – November 1992)

Combat tested Veteran - Operation Provide Comfort, Northern Iraq

Commanding Officer’s administrative liaison

Administrative Specialist - MOS 71L

Education

William Winpisinger Education Center – (2001-2005) Placid Harbor, MD

Certificate of Achievement – Basic and Advanced Leadership Communicators Course

New Britain High School – Graduated 1989

References available upon request

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