Project Manager Management
Resume:
James L. Mackie
*** ********* **. ***** ****, IA 51108
************@***.***
OBJECTIVE:
To secure a position with a dynamic organization that will provide me with the opportunity to utilize my broad knowledge of the
Telecommunications and Support Operations industries, as well as my extensive personnel management experience in a leadership
position demanding action & results from a proven performer.
EXECUTIVE SUMMARY:
Operations professional with over 20 years of comprehensive experience in Local Area Network, Telephony, Wide Area Network,
Data Centers, Workforce Management, Resource Allocation, Telecommunications, Call Center Operations, Inside-Sales, Technical
Support, Customer Support, Vendor Management, and Organizational Development. Proven experience collaborating with all levels
within an organization from entry level employees up to Senior Management to conduct operations with strategic planning to support
and further corporate goals. Posses broad knowledge of Network Operations in a variety of sectors including union and non union
environments and Fortune 500 companies with a large number of exempt / non-exempt employees with demonstrated experience
initiating cost containment strategies resulting in significant savings. I've been successful at building high-performance operations
teams with P&L responsibilities up to $45 million and skilled at establishing operational excellence within culturally diverse
environments.
KEY QUALIFICATIONS INCLUDE:
• 13 years Work Force Management (union and non union employees, staffing, modeling, forecasting, reporting, multiple
locations)
• Technical Management (PBX, ACD, IVR, Video, Auto Dialers, LAN, WAN, WFM, Voice and Data Switches, infrastructure)
• Staff Development and Management (CSR, Supervisors, Process, Quality, Training, HR, Help Desk, Managers, Technical
Support, Voice and Data Engineers, Work Force Management)
• Operation Metrics (Agent/supervisor/center statistics, Service Level Agreements, Staffing Levels, Compensation, Sales and
productions results)
• Strong background in Project, Program and Change Management includes managing both internal and contracted project teams.
• 10 years working in regulated industries with demonstrated ability to understand regulatory requirements and their business and
operational implications.
• 8 years working with the Communications Workers of America (CWA) union in 6 different states
• Facility Management (space planning, lease negotiation, office build outs and relocations, work environments, security)
• Budget (expense / capital development, monthly reconciliation, recognition programs)
PROFESSIONAL EXPERIENCE:
Qwest Communications - April 2000 – September 2008
Director Call Center Operations – Sioux City, IA 02/05 – 9/08
Was hired to open a new Sales and Service center in Sioux City, IA. Responsible for hiring 420 front line consultants, 40
Management along with support functions of HR, Labor, Compensation, IT, Network Operations and Help Desk all in parallel with
Project Managing the 175,000 square foot site build out.
• Worked closely with city and state Economic Development teams to ensure the maximum benefits were available to the company
and employees.
• Within the first 12 months went from no production to 2nd best performing call center out of 9 operations and within 24 months,
Sioux City is consistently within the top 2 locations.
• Provided customer care and up selling opportunities focused on Local & Long Distance Phone service, Digital TV, PCS, and
High Speed Internet products.
• Handle over 3.5 Million calls a year from customers, generating revenues in excess of $30 Million with an operating budget of
$15 Million
• Upgraded present and future organizational capability by recruiting and developing talented managers to fill key leadership
positions within the Sales and Support functions.
• 30% improvements in product sales and a 35% improvement in overall revenue generation from 2007 over 2006.
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• Scored the highest Gallup Employee Engagement scores three years running, out of 13 different operations (recognized by Gallup
for achievement in the top 5% of all business surveyed in 2006, 2007 and 2008)
Director, Administration – Denver, CO 07/03 – 02/05
Brought on board to provide consultative strategic planning and long range goals for the Sales, Service, Credit and Collections and
loyalty business unit operations within the Qwest Communications Consumer Organization. Worked closely with senior executive
teams of 4,200 employees located in 23 site locations within the Qwest 14 state region to identify what operations were not profitable
and in conjunction with outside consultants, developed and implemented a 3 year plan that would bring these business units back to
profitability.
• Responsible for call center consolidation efforts by reducing spans of control, real estate, and eliminating less productive
locations ($5.3M expense reduction).
• Responsible for the development of performance / financial models that allow for continuous monthly reviews to identify
additional saving opportunities and performance indicators ($4.8M expense reduction)
• Assisted with the definition and implemented new process and procedures resulting in improved service levels, customer
satisfaction and PUC compliance
Director, Operations (Qwest Local Networks Organization) 4/00 – 7/03
Hired as Director of Operations with full P&L responsibility within the Qwest Communications Network Organization. Primary focus
was on the turnaround and realignment of non-performing business units with an emphasis on budget, expenses, operational
effectiveness, headcount, cost control, quality, employee development and daily operations. Over a 3 year period, was responsible for
dramatically improving the overall effectiveness of 5 different operations that also included responsibility for Process Improvement,
Training, Human Resources, Help Desk, Quality Assurance, Work Force Management, Resource Allocation, Project Management,
Vendor Management and Union relations.
Wireless Customer Care Center / Repair (WCCC) – Phoenix, AZ 02/03 – 7/03
• Managed 3rd party vendor for the support of Qwest Wireless Repair / Customer Care Centers (395 Employees).
• Implemented process and work flow changes that resulted in a 15% reduction of FTE’s and an annual expense savings of $.75M.
Repair Call Handling Centers (RCHC) – Phoenix, AZ 01/02 – 07/03
• Managed Qwest Repair Center (380 employees) for Residential, Small and Large Businesses and Video Customers
• Improved center overall performance from last place to averaging 1st and 2nd in all RCHC metrics among existing 4 repair centers.
DSL Customer Care Operations Center (DSLC) – Phoenix, AZ 10/01 – 12/02
• Managed 2 Customer Management Centers (350 employees) regarding provisioning and repair for Residential and Business DSL
service
• Implemented policy and work flow changes that resulted in a reduction of 25% OT and an annual costs savings of $2.0M.
• Improved overall operating efficiencies by 20% by focusing on specific areas and driving accountability.
Qwest CLEC Coordination Center (QCCC) - Omaha, NE 03/01 – 10/01
• Developed and implemented new startup Customer Management Center (250 employees) to assist with provisioning and repair
for CLEC services
• Implemented a new call center within 8 weeks and achieved departmental goals of 95% performance to assist in Qwest in the
ability to sell Long Distance.
Center for Customer Experience (CCE) – Omaha, NE 04/00 – 10/01
• Managed 3 Customer Management Centers (525 employees) in 3 states regarding provisioning and repair, Held Orders for
Residential and Business Telephony service and worked with the PUCs and regulators for Alternative Solutions and pre calling
for service installation.
Commercial Federal Bank
Telecommunications Manager - Omaha, NE 5/99 – 4/00
• Managed both personnel and systems for all Voice, Data and ATM systems for 290 locations throughout 9 states
• Responsible for all vendor management for Voice, Data (WAN) and ATM services. This included all negotiations, contractual
agreements, pricing for services and equipment, procurement and monitoring of all Service Level Agreements (SLA) for vendor
and contractors.
• Complete responsibility for capital and expense budget in excess of $25M
• Responsible for cost savings of $2.0M in reduction of Telecommunications Operational budget (in 6 months) with an annual
savings of $2.75M for fiscal Year 2000
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• Developed and implemented new process an automated procedures to ensure efficiencies for Telecommunication inventory
control, billing, contracts and vendor management that resulted in a 21% headcount reduction.
Pensat International Communications, Inc.
Sr. Manager of Telecommunications / Project Manager – Omaha, NE 10/98 – 5/99
• Responsible for design, engineering and implementation of Domestic ATM mesh network for 40 LATA’s utilizing the markets
new ATM and Digital switching technologies
• Responsible for developing Project Management and Change Management processes and procedures as well as creating all
manuals and training documentation
• Assisted in the development of six International locations and began development on five additional International locations
• Attend weekly Operations meetings in Washington DC with Sr. Management as a liaison between the Sales and Marketing
departments and Technology division in Omaha
• Developed / implemented 50 person Customer Service department (systems, metrics and operations)
• Responsible for capital and expense budgets for Voice and Video networks of $10M
• Responsible for collocation agreements with several Telecommunications companies
• Responsible for developing RFP’s for vendors and services
Galileo International
Project Manager – Englewood, CO 11/96 – 10/98
• Responsible for corporate Voice and Video systems (Domestic and International) including budgeting and engineering, mergers
and negotiations.
• Developed Project Initiation Request, Business Cases, and Capital Proposals
• Designed and Maintained global Voice and Video networks
• Responsible for capital / expense budget for Data, Voice and Video networks in excess of $25.0M
• Implemented Video Conferencing for 12 corporate locations
CUC Travel Services
Technical Services Manager – Aurora, CO 3/90 - 11/96
• Six years experience installing, operating and maintaining Telecommunications systems, SABRE CRS
• Assisted in the oversight of Work Force Management of 1000 employee Call Centers
• Six years extensive Project Management experience and Facility Management
• Responsible for departmental budgeting in excess of $7.0M annually
• Responsible for all Systems infrastructure (Voice, Data, LAN, WAN and Video)
• Responsible for cost savings of > $3.5M with six years at CUC International
• Assisted remote Travel Centers in planning and execution of office expansions and relocation's
EDUCATION:
1986 - 1988 University of New Hampshire Durham, NH
course work toward a BA in Computer Science
Attended several courses in Computers, Management and Psychology
1988 - 1989 Computer Learning Center of Boston Somerville, MA
2 Year Certificate in Computer Operations, Graduated Summa Cum Laude
COMMUNITY INVOLVEMENT:
Past Member of the Sioux City Chamber of Commerce Board of Directors 2007-2008
Past Member of the March of Dimes Board of Directors 2006 - 2007
Honorary Chair Person for the 2007 Siouxland March of Dimes Walk America.
Honorary Guest Speaker at Ernst & Young annual conference - 2004
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