Manager Customer Service
Resume:
Lawrence A. Smith
Dunedin, Fl 34698
*******@***.***
Objective
I would like to use my thirty-five years of business and underground
utility expertise in various disciplines to assist your organization in
achieving higher goals. I look forward to a newer environment, a broader
knowledge base, and an expanded work experience.
Abilities
I am a business professional who is self-motivated, comfortable working
alone or in a team environment.
I excel in employee motivation, efficiency and cost effectiveness of
performance, managing of large and small work groups in the field or in the
office. I am comfortable with micro-soft office programs, field prints,
communication with vendors, and customer issue resolution.
Employment History
09/2006 - 11/2008 Cendera/Fujitsu FTTP INSPECTOR
Contract inspector for the placement of new fiber facilities for Verizon's
FIOS project. I reviewed work order prints, held pre-construction meetings
with sub-contractors and permitting agency to ensure proper placement of
underground utilities. I routinely redlined Verizon prints and permits to
reflect needed changes brought about by unforeseen field conditions. On one
work order in Sarasota negotiated a new FDH location with property manager,
redesigned fiber route, scheduled fiber pulling crew, scheduled fiber
splicers, to resolve a DOR issue in a new medical building in twenty-four
hours. Daily monitored the placing progress of sub-contractors, restoration
of property, quality of construction, and safety of work area with or
without representatives of permitting agency. Provided Verizon weekly
updates of all work order status and potential roadblocks. I was
responsible for prompt resolution of customer complaints, meeting in
service dates, and meeting engineering standards from start of construction
to customer activation.
04/2004-09/2006 TCS Communications AREA MANAGER
From 04/2006 to 09/2006 managed the Bradenton Main area for underground
construction. I was part of a new management team that successfully
restored Verizon's confidence that TCS could provide a quality build
meeting in service dates for Verizon's FIOS project. My team cleaned up
twelve work orders not meeting Verizon's quality standards. Scheduled work
orders for associate crews, order materials for work orders, verified daily
placing progress, and verified billing of completed work.
From 8/2005 to 4/2006 I was MDU area manager for Hillsborough County. In
partnership with Jerry Meadows Verizon organization and TCS associates
managed the first multi dwelling unit projects for Verizon's FIOS build.
Coordinating with other vendors, TCS exceeded Verizon's expectations for
quality, unit count, and in service dates met for a very successful build.
From 10/2004 to 08/2005 managed the Greenfield build for Polk County.
Responsible for entire project, scheduling work orders for associate crews,
ordering materials, scheduling material delivery to remote sites,
monitoring daily placing progress, quality inspections of completed work,
scheduling other vendors to pull fiber and splice fiber. I work closely
with Verizon engineers top ensure in service dates were met, quality
standards achieved, billing for completed work was correct, and engineering
prints and permits were properly redlined.
From 6/2004 to 10/2004 I was field supervisor, supervising several
associate crews placing underground facilities for Verizon's FIOS project.
Lawrence A. (Smoke) Smith
2289 Curlew Avenue
Dunedin, Fl 34698
********.*******@*****.***
Page 2
06/1973 - 04/2001 GTE/VERIZON LOCAL MANAGER CUSTOMER OPERATIONS
From 11/1996 - 04/2001 I supervised a crew of eighteen technicians
providing service installation, service repair, and cable restoration.
I was responsible for their attendance, productivity, quality of work,
new skill set training, safety training, and business ethics. I
resolved customer issues and Public Service complaints, provided
staffing requirements, built work schedules, maintained employee
vacation records, performed monthly and yearly employee reviews. I
worked closely with engineering investigating damaged facilities, and
processing billing work orders for at fault damages, increasing local
revenue. I was subject matter expert for employee laptops, DSL
installation and repair, high cap restoration, and major cable damage
restoration. Worked with Area Manager designing and implementing new
processes to improve employee productivity, quality, and meet
corporate goals. My final review placed me first in my area out of
nine supervisors and third in my division out of thirty-three
supervisors for overall results.
From 4/1995-11/1996 I was a Construction Supervisor, managing a crew
of twenty cable splicers. I worked closely with area engineers to met
in service dates for new construction, resolved delayed order reports
to provide customer service, performed monthly and yearly employee
reviews, and reviewed and processed contractor invoices. Successfully
implemented cost cutting measures that reduced supply costs by four
percent from previous year.
From 3/1983 to 4/1995 I was a cable splicer. During this twelve- year
period I worked in various areas of the cable department. I spliced
work orders for new construction, central office cut-overs, air
pressure maintenance, TAC isolation, facility locates, repair, and
lead tech for major cable damage restoration, inspected contractor
splicers, and underground placing crews. For ten years I ranked no
lower than fifth out over one hundred splicers in every category
GTE/Verizon measured technician performance for monthly and yearly
reviews.
From 06/1973 to 03/1983 I worked as a supply handler in the repair
shop, an assignor dispatcher, and a service installer and repairman
for residential and business customers.
EDUCATION HISTORY
SCHOOL COURSE OF STUDY DEGREE
DATE
Robinson High School College Prep
High School 06/1970
University of South Florida Political Science
Two Years No Degree 06/1972
Ed Klopfer School of Real Estate Real Estate Appraiser Passed
Course & Licensed 01/2002
Ed Klopfer School of Real Estate Home Inspection
Passed Course 04/2002
ADDITIONAL INFORMATION
I worked in the retail environment for four years before my career with
Verizon. Two years with Levitz Furniture Company as a product stocker and
inventory control, and two years as a crew leader and closer for Mc
Donalds.
Lawrence A. (Smoke) Smith
2289 Curlew Avenue
Dunedin, Fl 34698
********.*******@*****.***
BUSINESS REFERENCES
Rose Marie Bass
Retired Verizon ACOM
15904 Trevose Ln. Odessa, Fl. 33556
Desiree Sockwell
Current FTTP Specialist Verizon
2508 75th St. Bradenton, Fl. 34209
Michael Penick
Current ACOM T&P Broadband Verizon
5301 W. Sligh Ave. Tampa, Fl. 33534
PERSONAL REFERENCES
Dawn Bays
120 West 1st Street North
Big Stone Gap, Virginia 24219
Hodgkiss, Cynthia L
1212 Lagoon Rd
Tarpon Spgs, FL 34689-9478
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