Customer Service Quality Control

Sam Colletts

**** **** ***** ***** ********, PA *5044 724-***-**** abiba9@r.postjobfree.com

Profile

Motivated, team oriented executive with a highly successful track record with start up and turnaround projects and 27 years experience in creative leadership of a multi-state field. Results oriented professional with proven ability to manage projects from planning through execution. Talent for quickly mastering operations to improve productivity, quality, and efficiency with an emphasis on customer service. Flexible and versatile -- recognized as having the ability to motivate others on all levels in the achievement of individual and organizational skills. Diplomatic and tactful with professionals and non-professionals at all levels. Excellent team-building skills.

Skills Summary

1. Project Management

2. Business Planning

3. Contract Negotiations

4. Business Development

5. Cost Management

1. Customer Service

2. Strategic Partnership

3. Human Resources

4. Marketing & Sales

5. Strategic Initiatives

1. Revenue Generation

2. Relationship Management

3. Quality Control

4. P&L Responsibility

5. Business/Technical Requirements

Professional Experience

AMTEC, LLC.

Boca Raton, FL, 2009 to October, 2010

Amtec is a leading, national provider of outsourced solutions to the cable television, telecommunications and broadband services industries. With 9 offices and 800 employees, Amtec serves communication providers throughout North America, including Comcast, Time Warner, Cox Communications and others.

operations manager

Pittsburgh, PA

Amtec’s field management department consists of three specific groups of Director, Regional Operations Managers, and Operations Managers. As Operations Manager, reports to COO to manage all aspects of the operations team.

1. Orchestrated a successful start up business unit with responsibilities including site selection with all field accountability.

2. Responsible for building business unit organizational team of administrative staff, warehousing, training, field supervision and management. Currently at 40 employees.

3. Developed a strategic business plan for new business.

4. Developed relationships with customers outside of company’s footprint.

greyfox, inc.

Bridgeville, PA, 2008 to 2009

Greyfox Services is an outstanding company with a reputation for quality, completing projects on time, and "taking the high road" with customers and companies under contract.

senior Vice President

Bridgeville, PA

1. Successfully acquired and administered contracts with a values of $4.5 million in revenue

1. Recruited, trained and promoted supervisor and administrative personnel.

1. Managed a start up operational budget with 20% bottom line profitability.

2. Developed a strategic business plan for new business.

Advanced communications, inc.

Canton, MI, 2005 to 2008

Advanced Communications provides end-to-end vendor independent turnkey solutions to the telecommunications industry, private industry, government facilities and residential customers.

director

Pittsburgh, PA

1. Successfully administered contracts with a value exceeding $14 million in revenue

2. Orchestrated a successful start up business unit with responsibilities including site selection with all accountability.

3. Responsible for building business unit organizational team of administrative staff, warehousing, training, field supervision, and management. to a peak of 160 technicians.

4. Growth of business unit exceeded $14 million from a start up of $550 thousand

5. Developed and maintained sound business relationships with clients.

cable services company, inc.

Williamsport, PA, 2004 to 2005

Cable Services Company is a full service provider to the telecommunications industry specializing in Broadband Infrastructure Design and OSP Construction.

vice President

Williamsport, PA

1. Developed a strategic business plan for new business.

2. Orchestrated a successful start-up Installation Division with responsibility for contract negotiations, recruiting and site selection.

3. Developed relationships with customers outside of company’s footprint.

4. Developed residential installations budgets and subsequent approval for each budget.

Baker installations, inc.

McMurray, PA, 1983 to 2004

Baker Installations is a uniformed company that is committed to the successful installation of analog and digital cable, high speed data, telephony, voice and data lines, LANs, WANs, cable modems, drop audits, drop swings, fiber optics, home networking, Multiple Dwelling Unit's, and cable rebuilds.

Vice President-Field Operations

McMurray, PA

1. Developed and maintained business relationships with top ten cable companies.

2. Negotiated and secured contracts with major clients.

3. Managed field operations to produce positive bottom line results. Interacted with other Department Heads to achieve company goals and objectives

4. Daily interaction with Direct Reports and Secondary Reports to monitor quality customer service, safety, maximum productivity and quality control.

5. Successfully administered a portfolio of contracts with a value exceeding $20 million of revenue.

6. Managed the company’s thirteen satellite offices directly supervising 2 Regional Managers, seven District Managers, Supervisors and all of the field operations.

7. Maintained positive value-added relationships with senior client contacts that were viewed to be beneficial to the company.

8. Determined each client’s threats, opportunities and strengths for marketing and service needs.

9. Managed the development and successful implementation of each region’s yearly budget.

Education

community college of allegheny county – Pittsburgh, PA

Associates in Business Management

1. Associate Education, Franklin Covey, Peter Drucker, Dale Carnegie, Leadership and Time Management

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