Customer Service Manager

Dale Horn

Email: *********@********.***

Address: ***** ******* **

City: Farmington

State: MI

Zip: 48335

Country: USA

Phone: 248-***-****

Skill Level: Management

Salary Range: $70,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Dale A Horn

35251 Oakland St

Farmington, MI 48335

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

Cell: 248-***-****

Telecommunications manager with 20+ years of experience in both

large ILEC and medium and small CLEC companies. Primary expertise

in back office operations and inter-company order processing and

provisioning. Consistently achieve customer satisfaction rankings,

improvements to the bottom line and improving underperforming operations.

Respected builder and leader of customer-focused teams; instill a

shared, enthusiastic commitment to customer service as a key driver

of company goal attainment. Lead by example and ensure the execution

of all safety, security, quality and company operations policies.

Areas of Expertise

Customer Service Management

Order Processing Management

Front-End Supervision

Collaboration and Negotiation Skills

Teambuilding & Training

Project Management Skills

Professional Experience

TC3 Telecom - Adrian, MI 04/2003 to 12/2012

MANAGER-PROVISIONING

Hired to establish ordering and provisioning protocols to enter the

telecom land line business, both resale and facilities. Developed

telecom ordering, porting, and provisioning methodologies. Trained

one order clerk to place orders and provision dial tone. Established

ordering agreements with Verizon, Frontier, Comcast, and other CLECs.

Selected Contributions:

Changed/implemented order procedures that saved $25,000 the first two

years in this position.

Developed departmental work rules and employee development processes.

Z-TEL Communications - Tampa, FL 02/2000 to 10/2002

MANAGER-ORDER PROCESSING

Managed a group of 80 order processing staff and 4 supervisors. Placed

orders for local and long distance phone service in a resale environment.

Selected Contributions:

Changed order processes that allowed the reduction of 25 staff by

eliminating 3rd shift.

Introduced training programs that enhanced employee performance and

helped build a motivated workforce.

Developed and implemented departmental work rules and employee review

processes.

GE Information Services - Tampa, FL 05/1997 to 10/1999

SR CONSULTANT 05/1998 - 10/1999

Developed and delivered ordering system related classes to Bell Atlantic

and MCI

CONSULTANT 05/1997 - 05/1998

Contract trainer delivering ordering system training to GTE (now Verizon)

GTE (Now Verizon) 02/1982 to 05/1997

Sr Administrator 05/1994 - 05/1997

Administrator 04/1987 - 05/1994

Supervisor 02/1982 - 04/1987

Education Adrian High School

2 years college work

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