Customer Service Sales

William A Hazard

** ****** **.

Providence, RI **905

Direct 757-***-****

****.******@*******.***

Objective

Technical Operations Management/Installation and Repair Management

Summary

17 years of experience in the telecommunications industry. A career progression that displays

stability, consistency, growth, and development. Extensive leadership experience with a focus on

the following; budget preparation, financial analysis and management, profit and loss

responsibility, sales and sales forecasting, strategic planning, customer service, employee

supervision and development, marketing, vendor relations, and related administrative duties.

Well-developed communication skills demonstrated through successful interaction with

customers and staff, production of detailed written sales and budget reports and projections, and

the ability to establish and maintain professional relationships.

Experience

Cox Communications, Chesapeake, VA 2003 - 2009

Technical Operations Manager

• Developed department objectives and ensured timely achievement of such within

financial constraints.

• Developed and maintained a secure, economical and efficient material distribution

program to ensure timely and cost effective distribution and reconciliation of customer

premise equipment as well as installation, repair, and construction material inventories.

• Prepared and controlled department operating and capital budgets ensuring cost effective

approaches to attain profit objectives.

• Selected, trained, and developed a pool of well qualified leadership staff as well as

technical support personnel that are consistently prepared for new technologies as they

are deployed in the system.

• Developed sales strategies and implementation plans focusing on the acquisition and

retention of company's products and services that are consistent with marketing

department's campaigns and objectives.

• Participated in the research, development, design, and implementation of employee

performance standards, accountabilities, and performance review format and guidelines.

• Ensured the integrity of the broadband network through implementation of quality

assurance procedures and standards.

• Negotiated and managed contracts with outside vendors where appropriate. Including but

not limited to; uniform vendors, installation and repair contractors, fleet repair and

support vendors, tool and test equipment suppliers, and the necessary employee training

associated with said purchases.

Responsible for ensuring a high level of employee moral as determined by yearly

•

employee opinion surveys.

Supervised and coordinated activities of workers engaged in customer service activities.

•

Cox Communications, Westerly, RI 1997 - 2003

Technical Operations Supervisor

• Conferred with personnel, such as management, engineering, quality control, customers,

and workers' representatives to coordinate work activities and resolve problems.

• Monitored operations, and inspected, tested, and measured completed work, using

devices such as hand tools, test equipment, and specifications to verify conformance to

standards.

• Served on a 'Best Practices' committee reporting to the Vice President of Process

Improvement. Responsibilities included identifying, developing and facilitating the

implementation of processes and accountabilities to significantly reduce unnecessary

transactions throughout the New England system (480K subscribers).

• Recommended measures such as procedural changes, service manual revisions, and

equipment purchases, to improve work performance and minimize operating costs.

• Broadband subject matter expert.

Cox Communications, West Warwick, RI 1993 - 1997

Field Service Technician/Team Leader

• Performed various duties to include installation, and troubleshooting voice, video, and

data products.

• Served as member of 'Merger Team' responsible for integrating the Technical Operations

departments of any property acquired by Cox Communications.

• Served on department safety committee, responsible for maintaining and improving

safety practices (as defined by Occupational Safety and Health Administration-OSHA,

American National Standards Institute-ANSI, and American Society of Safety Engineers-

ASSE).

AT&T Communications, Providence, RI 1988 - 1993

Account Executive

• Responsible for coordinating installation, service, and billing for all small business

accounts for the Northeast Region.

• Served as Course Facilitator responsible for training new policies and procedures as

needed.

• Proven excellent communication, interpersonal, and organizational skills.

• Trained in providing world-class customer service.

• Maintained positive company image during difficult situations.

The Jan Companies, Cranston, RI 1986 - 1988

Assistant Restaurant Manager

• Responsible for cash flow, revenue, and daily financial reconciliation of restaurant

balance sheets.

• Involved in all personnel decisions to include; staffing, employee development/discipline,

and performance evaluations.

• Responsible for delivering quality customer service.

Education

Johnson and Wales University

Providence, RI

Associates Degree in Computing Technology Currently enrolled

Professional Organizations

Society of Cable Telecommunications Engineers, Exton, PA, 1995 - Current.

The Society of Cable Telecommunications Engineers (SCTE) is a non-profit professional

association

dedicated to advancing the careers of cable telecommunications professionals and serving the

industry

through excellence in professional development, information and standards.

Strengths

Oracle Discoverer, SQL, AS400, Microsoft Office Suite, HTML, Java, ASP, Linux, TCP/IP. High

Speed Internet, VOIP/POTs, Packet Switched telephony, Digital Video. NCTI Installer/Service

Technician certified.

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