Customer Service Project
Resume:
GREG W. MACKNEY PMP
Mission Viejo, CA 92691
*********@***.***
PROJECT MANAGEMENT/OPERATIONS
. Seasoned operations executive with a background in the
telecommunications services industry.
. An innovative, strategic and proactive leader with expertise in
developing and executing revenue-enhancing projects designed to
maximize profits through quality customer service.
. Expertise in strategic planning, market analysis and penetration,
sales, financial capital budgeting and human capital, and operations-
based performance management.
. Strong oral presentation, interpersonal, process improvement, and
relationship management skills.
. Skilled project director administering projects of many shapes and
sizes ranging from low cost highly visible to high cost with multiple
components.
PROFESSIONAL EXPERIENCE
Turn Around Communications Inc, Corona, CA 2009 -
2010
Charged to develop and administer new policies, develop business
opportunities for the corporation and develop finance models to forecast
and budget future investments and projects.
. Senior VP of Administration, with responsibility to develop new policies
enabling the business and its components to operate in an effective
efficient manner.
. Creator of an environment and culture that enlists creative thinking and
accountability.
. Designer of a success based strategy to increase profitability focus on
existing projects.
. Created a finance model that provides financial projection and review of
past years performance providing insight to industry trends.
. Instructs staff on project management techniques to provide project
forecasting and timely delivery of services.
. Developed and launched new company projects including Wireless Cell Site
construction, long haul fiber projects to support the company's revenue
growth.
.
UR Project Solutions, Mission Viejo, CA 2009 -
2010
Accountable for overall operational improvements with a focus on servicing
small/Medium business entities. Offering assistance in strategic
development and overall operational improvements.
.
. Provides project management techniques enhancing projects that are
focusing on meeting delivery dates and providing a quality product.
. Uses Creativity to build OSHA Compliance programs from the ground up to
comply with California OSHA requirements. Includes writing a safety
program and ensuring overall compliance with California state laws.
. Provides expertise in reviewing profit and loss reports, adding expert
opinions and action to reduce overall dept.
. Designed a program to improve overall efficiency to the field and improve
company profit margins.
. Developer of a marketing plan to establish new business opportunities in
a very difficult economic period. Including creation of marketing
materials and aids that landed a $3 Million Dollar account.
GREG MACKNEY PMP PAGE TWO
CHARTER COMMUNICATIONS, Long Beach, CA 1997 - 2009
Divisional Director of Technical Operations
(2004 ( 2009)
Accountable for improving the overall technical operations performance of
the Western Division which serviced 1.1 million customers within five
states. Led $195 million capital budget process of three product service
lines while managing 5 direct and 35 indirect reports.
. Directed Division's capital budget development and expense proposals
resulting in more efficient processes. Monitored budget line item
documentations and implemented a validation system resulting in on time
and accurate collection processes.
. Implemented a workforce management system targeted to high performers
resulting in a 15% higher productivity and annual cost savings of nearly
$750,000.
. Created enhanced reporting structures to track market area service
performance resulting in reduced customer help desk calls and better
performing system networks.
. Created a regional network operation center serving five Western states
which reduced network outages and increased centralized quality service
to residential and business customers.
Regional Vice President of Engineering and Technical Operations (2002 -
2004)
Accountable for creating and managing a $250 million budget; building and
restructuring a team of engineering and technical professionals, strategic
planning for the marketing and sales of three core cable products for over
732K subscribers within a 22K geographic network. Managed 6 direct reports
and their associated reports.
. Implemented strategic business initiatives on 1st time comprehensive
customer service offerings and effective Internet networking systems,
resulting in quick and quality customer service.
. Administered a $176 million revenue and expense budget including 15
separate system businesses resulting in effective oversight and
monitoring.
. Supervised the Regional Operations Network Center, resulting in
continuous non-intrusive product delivery to the subscriber.
. Managed the capital accounts payable systems process for 15 separate
cable systems, resulting in efficient and accountable oversight and
reconciliation.
. Served as a compliance officer for Federal Communications Commission
submissions resulting in no violation fines.
Director of Regional Project Management
(1997 ( 2002)
Accountable for managing multiple fiber/coax network construction projects
in 71 different locations, administering a $190 million capital budget and
providing revenue-enhancing business products for the company's Western
Division customer base while managing 5 direct reports.
. Developed strategic initiatives to implement Los Angeles regional upgrade
projects resulting in increased buy-in and ownership of staff and
contracted agencies and project completion.
. Developed project: staffing, timeline, resource allocations, and
necessary partners and tracking reports ensuring project expenditures met
budgeted allocations.
. Addressed increased business demands with staff trainings, strategic
partnering, and increased communication programs resulting in buy-in and
effective project progression.
. Advised executives on strategic direction of capital revenue building
projects within other US Divisions resulting in established successful
upgrades.
EDUCATION/AFFILIATIONS
BS; Business Management ( University of Phoenix, Fountain Valley, CA
National Cable Television Association, Member since 1990
Society of Cable Television Engineers, Vice President, Member since 2005
Project Management Institute - PMP 10/10
http://www.linkedin.com/in/gregmackney
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