Customer Service Manager

AREAS OF EXPERTISE

• Operations * Business Administration * Financial Management * Staff

Steven Development * Union Relations * Budget Development

•

Englehart Project Management * Human Resource Systems * University Facilitator

• Diversity Relations * Communications

Doctor of Business

Administration

PROFESSIONAL PROFILE

• 2005 to Present: Verizon Manager – HR Staffing & Diversity – NJ

4543 Summer Hill Drive

Doylestown, PA 18902

Manage $33M budget with over 140 employees nationwide

Tel: 908-***-****

Coordinate monthly leadership budget reviews and scorecard

Email: steven.w.englehart

@verizon.com administration

Ensure capital and expense dollars remain at target levels

Align staffing needs to meet strategic organizational requirements

Supervise management personnel

Manage projects influencing organizational strategies: resource

alignment; communications; senior-management accountability;

process assurance

*

•

Revenue Growth 2001 to 2005: Verizon Manager - Remote Operations Support - PA

*

Managed Public Affairs & Communications efforts reaching over

Visionary Strategies

6,500 union and management employees

*

Project leader of Fiber Optic Services (FiOS) deployment in the

Fiber Optic Solutions

Pennsylvania and Delaware region worth over $10M in assets

*

Ensured growth and development on FiOS and DSL related

Business Management

Installation and Maintenance broadband issues

*

Developed and managed scorecards impacting six director teams

Public Speaking

Managed project plans: emergency preparedness plans, contingency

*

plans, and multi-disciplinary reviews for senior leaders

Leadership Development

•

* 1999 to 2001: Verizon Supervisor - Dispatch Resource Center - MD

Forecasting

Direct supervision of seven Maintenance Administrators

*

Dispatch responsibilities of eight supervisory teams, which included

Customer Service

over 70 Field Technicians

*

Responsible for the proactive rehabilitation of Maryland’s 2.7M

network access lines

Responsible for the recovery of over 70,000 cable pairs ($15.7M)

• 1996 to 1999: Verizon Supervisor – Field Operations - MD

Team leader and supervisor of over 35 business-wiring technicians

Responsible for overall project compliance, customer satisfaction,

budgetary compliance, technical support, and resource allocation for

various business-wiring projects

Managed 18-Installation and Maintenance field technicians

Achieved highest productivity and lowest repeat rate in the region

PROFESSIONAL PROFILE (continued)

• 1985 to 2000: United States Air Force

Steven

Englehart Active duty service in Bitburg, Germany: Office of Special

Investigation’s organization

Doctor of Business Maryland Air National Guard: Civil Engineering and Security

Administration Police organizations

Desert Storm veteran

4543 Summer Hill Drive Honorable discharge

Doylestown, PA 18902

Tel: 908-***-**** EDUCATION

Email: steven.w.englehart

@verizon.com

University of Phoenix – Phoenix, AZ

Doctorate, Business Administration - 2007

Central Michigan University – Aberdeen, MD

Master of Science, Business Administration – 1999

University of Maryland Baltimore County – Baltimore, MD

Bachelor of Science, Political Science – 1993

Community College of the Air Force – Huntsville, AL

Associates Degree, Criminal Justice - 1992

CERTIFICATIONS

George Washington University – Silver Spring, MD

Master’s Certificate – Project Management

Toastmaster International – Philadelphia, PA

Certified Competent Toastmaster

Wharton Executive Education – Philadelphia, PA

Executive Education Certification – Finance

Certified Electrical Technician

United States Air Force

Certified Cabling Installation Installer

B.I.C.S.I.

TECHNICAL / SOFTWARE SKILLS

Proficient in Lotus Notes, Excel, Word, Power Point, Project Management,

Windows XP, Windows 98, Windows 2000, Windows 2007, Visio, network

interfaces, electrical systems, phone systems

LANGUAGE

German

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