Customer Service Manager
Resume:
Cesar Peraza
Email: *********@********.***
Address: **** ***** ***** ***
City: Jamul
State: CA
Zip: 91935
Country: USA
Phone: 619-***-****
Skill Level: Management
Salary Range: 100
Primary Skills/Experience:
See Resume
Educational Background:
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Job History / Details:
Cesar Peraza
Professional Experience, a
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Director of Technical Operations
Customer-centric management professional with 17+ yearsa experience leading and developing technical / field service operations across large territories. Successful building, training, and managing highly skilled technical teams that collaborate as focused units to achieve aggressive departmental goals. Highly effective at developing, implementing, and improving business processes through change management employing tools to maximize quality, customer satisfaction, service delivery performance, and cost savings. Inspirational leader with track record at defining and integrating human capital resources and emerging technologies to deliver technical support on time per customer requirements. Able to thrive in challenging environments and promote a positive work environment where employee contributions are valued and appreciated.
Core Leadership Competencies
a Field Technical Support Management a Strategic / Tactical Planning & Execution
a Integrating Technology & Business Solutions a Business Process & Quality Improvement
a Customer Needs Analysis / Problem Resolution a Team Recruitment / Development / Deployment
a Budgeting / Forecasting / Cost Control / ROI a Technical Training Management
a Organizational Development / Change Management
Professional Experience
COX COMMUNICATIONS a San Diego, CA 1989 a 2011
Third largest cable entertainment and broadband services provider in the country.
Dispatch Manager (2010 a 2011)
Promoted to oversee day-to-day operations supporting the dispatch and routing of field technicians across a large metropolitan area. Supervised three direct reports and 30 indirect reports.
Selected Achievements
a 43% reduction in wait time achieved by implementing a phone-tree assignment model to streamline response times for field operations.
a Significantly improved delivery performance by building and leading a quality control team to track and manage work order accuracy.
a 30% decrease in work order errors within six months realized by initiating a work order audit program for installation and repair service orders.
a Reduced manpower requirements by 27%+ by analyzing program needs and implementing retraining and labor distribution strategies to boost efficiency.
a Slashed hold times by more than 33% and met SLA agreements across four regions by conducting workload / workflow analysis to identify and implement technology and redistribute back office labor.
Test Desk Manager (2008 a 2011)
Oversaw Tier II & III technical support departments with three direct reports and 35 indirect reports. Accountable for network surveillance of customer cable television, telephone, and Internet services. Provided daily technical support of 500 field technicians.
Selected Achievements
a Streamlined 93%+ of recurring trouble-ticket escalations, resolving complex technical service-related issues by developing and directing team responsible for tracking and managing advanced escalation issues.
a 10%+ improvement in customer service levels by implementing a virtual resource center, and online procedural resource repository to help field employees troubleshoot and resolve technical issues more quickly.
Field Operations Manager (2003 a 2008)
Promoted to lead technical operations that included overseeing all installations and repairs to provide telecommunications services in consumer homes (cable television, telephone and internet services). Supervised eight direct reports and 350 indirect reports. Provided strategic planning, implementation and support for all department initiatives. Planned and coordinated communications as well as technical / non-technical training. Delivered presentations and policy.
Selected Achievements
a 6%+ boost in department work capacity achieved by introducing a vehicle stock-to-the-truck stocking program.
a Increased employee technical aptitude and frontline communications by implementing a "just-in-time" training and communications program.
Manager, Scheduling & Routing (2002 a 2003)
Managed service requirements to accurately forecast and allocate manpower resources. Planned and coordinated department responsible for field service schedules, routes, and resources to balance service call operations. Established cost-effective routes and schedules to ensure superior customer service standards.
Selected Achievement
a Cut manual routing by 80%+, while increasing in-day work capacity by 4% and customer appointment arrival times by 5% by implementing an autorouting business tool for more than 350 daily work routes.
Technical Training Specialist (1997 a 2002)
Developed, coordinated, and delivered technical training to field support personnel servicing San Diego County region.
Selected Achievements
a Realized 100% of training objectives despite critical demand on resources by developing innovative short-term solution to meet 12%+ field services annual attrition rate.
a Played key role in the rapid deployment of telecom services through design and construction of a state-of-the-art field service organization-training facility.
a Achieved timeline for complex, multiplatform product and service launch by training 30%+ of field staff prior to product launch, while maintaining existing training schedule for new hires.
Field Supervisor (1995 a 1997)
Oversaw field installation and repair operations for residential video cable television services.
Selected Achievements
a Achieved #1 producing team out of 18 Regional Field Service teams by implementing individualized develop program for team members.
a Reached and sustained average production at over 85%, exceeding standard by 6.25% by instituting company's first productivity-based incentive and bonus compensation program.
Prior positions included: Installer / Technician roles (1989 a 1995)
Education
UNIVERSITY OF PHOENIX a San Diego, CA
B.S. in Business Management
CHAPMAN UNIVERSITY a San Diego, CA
M.A. in Organizational Leadership (In Progress)
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