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Management Engineer

Location:
Philadelphia, Pennsylvania, United States
Posted:
February 14, 2018

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Resume:

PAUL M. UPTON

BUSINESS OPERATIONS, STRATEGY, CUSTOMER EXPERIENCE

Strategic thinker and customer champion, leading visionary strategies, operational transformation, large scale programs and radical problem solving that drives growth and bottom line results. Over 11 years of Telecom, Technology and Operations experience with a broad set of core competencies, sharp business instincts, big-picture perspective, continually leading through action, quickly and continually delivering results, operational excellence and innovative new strategies, honed and developed through participation of 2 highly selective and demanding leadership programs, executive training and a diverse set of high profile technology and operation roles. Passionate, inspirational people-oriented leader with a talent for developing industry leading strategies, teams, processes and new business opportunities.

KEY EXAMPLES OF SUCCESS

Reduced M1 Churn by 50 bps and improved the customer experience though new quality programs for 5,000 technicians & 600,000 installations / year

Delivered over +$25M yearly savings through operational development, launch and management of a self-install solution for a cable company.

$1B President sponsored opex reduction program lead, delivered over

$21.5M in savings and 60 days of process reduction through leading Lean Six Sigma workshops and large-scale business process re-engineering

Realized $15M annual opex reductions through complete development and implementation of a new innovative material management solution TECHNOLOGY & OPERATIONAL COMPETENCIES

Operations Management

Big Picture Thinking

Strategy & Strategic Planning

Project Program Management

NPS Customer Experience

Process Improvement, Lean Six

Sigma, DMAIC, Kaizen

Change Management & Execution

Team Leadership & Development

Vendor Management

Quality & Reliability

Product Management & Product

Improvement

Data Driven Decision Making

Analytics, Statistics & Forecasting

New Business Development

Strategic Cost Reduction

Skilled Communicator

Profitability Improvement

Executive Presentations &

Narratives

PROFESSIONAL HIGHLIGHTS

COMCAST CABLE, Philadelphia, PA 2016 – Present

Sr. Manager, Xfinity Home Tech Operations & Strategy SCOPE: National Responsibility +5 major annual programs $150M Budget 18 matrixed reports Leadership of Strategy & Operations of 5,000 Security Technicians Quality & Performance of Over +600,000 Installations/year

Lead capital and opex programs to drive key operational and quality metrics including: Tech Availability, DOJ Tech

& Order Support, Repeat Rates, M1 Churn, Time in Home and NPS

Develop requirements for new products and product enhancements based on field, customer insights & NPS data

Manage field launch of new products, development of install processes and quality controls for professionally installed XH products to drive improved customer experience, NPS and truck roll & call reduction Key Achievements:

DROVE QUALITY & REDUCED CHURN: Designed new metrics, led and nationally launched updates to the installation verification score (IVS 2.0) run on every install, utilizing a structured change management approach.

Reduced M1 Churn by 50 bps and drove 65% increase in mobile app downloads on day of job

68% improvement in sensor signal strength quality on new installs, reducing M1 Calls & Truck Rolls

“Not afraid to think big and

take on transformational

projects”

“Consistently develops data

driven ideas and delivers

results”

“The product, tech and

customer experience has

really improved since you

joined”

“Develops well thought out

plans, roadmaps and can

execute”

“Takes the time to teach

and develop”

Philadelphia, PA 814-***-**** ac4g7z@r.postjobfree.com www.linkedin.com/in/paulmupton

PAUL UPTON Page 2 of 3-814-***-**** ac4g7z@r.postjobfree.com

Developed a dashboard in Tableau for field leads to improve management and performance of KPIs

REDESIGNED INSTALL PROCESS & CUSTOMER EXPERIENCE: Led strategy, planning and execution of the initial Perfect Install Program to review the end-to-end sales through installation experience.

Program delivered 20+ recommendations and 11 core projects to improve the Tech & Customer Experience

IMPROVED AVAILABILITY & PRODUCTIVITY: Drove the best 0-5 day tech availability and average time to install results in XH history EOY 2017 through strategic project planning & execution

REDUCED DEFECTS: Reduced 37% of calls that cause time in home delays through root cause analysis of DOJ Tech call data, development of solutions and support of the program management of 3 functional work streams.

ENABLED NEW BUSINESS GROWTH: Developed and launched a pilot with a 3rd party partner to install works with Xfinity Home devices to prepare and further develop strategy for an expansion of IOT installation capabilities across all Comcast Markets.

VERIZON COMMUNICATIONS, Philadelphia, PA 2014 – 2016 Verizon Leadership Development Program - Business Transformation & Lean Six Sigma Black Belt SCOPE: 8 Core Verizon Telecom Functions 11 major programs $400M Reduction Goal 5 Matrixed Leads - 9 indirect reports Business Transformation Project & Program Lead Large Scale Change Management & Execution

Business transformation LSS Black Belt responsible for Wireline Network Operations engineering projects.

Functioned as an internal business consultant working with executives on top projects and company priorities.

Led cross-functional teams focused on large scale transformational improvements and strategic process, functional and organizational changes, contributing to deliver over $21.5M in hard savings.

Led, co-facilitated and participated in over 10 Kaizen and Lean Six Sigma workshops Key Achievements:

TRANSFORMATIONAL PROCESS IMPROVEMENT: Transformation program lead to reduce $1B of WIP to

<$400M and intervals from 229 days to 69 days, involving over 8 functional organizations.

Lead one program pillar and 5 key solution teams to re-engineer project creation, engineering milestones, automation, triggers and KPI’s to reduce +60 days in process time and $16.1M in hard savings.

Completed complex financial and operational analyses used to develop the strategy, scope and benefits of this large scale executive sponsored initiative.

DEVICE QUALITY MANAGEMENT: Successfully led a DMAIC program to create and implement a new vendor centric method of testing and validating products, platforms and services reducing overall testing durations and defects by over 75% and an estimated yearly savings of $4.4M.

All previous attempts had been unsuccessful due to system, reporting and organizational complexities.

DEVELOPED LEADERS: Coached 3 Green Belts on LSS methodology, tools and project management practices to successfully complete DMAIC and DMADV (Design) projects, leading to two of these green belts becoming fully certified and promoted full-time black belt roles. VERIZON COMMUNICATIONS

Verizon Leadership Development Rotational Program – 3 Rotations

Completed 6 executive training programs & 4 high profile rotational assignments 3. VZW - Internet Sales, Marketing, Chat Strategy and Operations, Piscataway, NJ 2013 – 2014 1...1.1

SCOPE: Led Prepaid, Tablet Internet Channels, Chat Strategy & Execution and Advanced Analytics & Customer Insights

OPERATIONAL EXCELLENCE: Designed and led a prepaid chat project to utilize specialized sales chat reps on prepaid pages resulting in a 27% gross add lift and improved customer satisfaction ratings.

VENDOR & PERFORMANCE MANAGEMENT: Led vendor management, project design, compensation model, training, implementation strategy and execution for the Verizon Wireless Sales Chat Program

BIG DATA: Led BlueKai and Big Data adoption at VZW and developed strategic A/B testing for personalization and landing page optimization utilizing MECLABS, resulting in 20% lift in high-value customer segments. 2. VZW - Wireless Traffic, Capacity Engineering & Data Performance, Houston, TX 2012 – 2013 PAUL UPTON Page 3 of 3-814-***-**** ac4g7z@r.postjobfree.com

SCOPE: Led cell site planning & capacity for over 1200 sites, $400M in assets and $50M in mass calling event initiatives

BUDGET & FORECASTING: Led mass calling events planning for all of Houston-Gulf Coast region including network capacity planning, budgeting and equipment dimensioning of 85 events / event areas and over $50M in resources and assets.

CREATIVE INNOVATION: Saved over $9M by leveraging current assets in the maintenance of ALL HGC cell site’s CE, 1X, EvDO and backhaul capacity.

Co-led 2012-2015 LTE Interface capacity planning of over 1200 NB sites, sector-splits, and small cells. 1. VZ - Dual Role - In Home Network Engineer & National Operations, Basking Ridge, NJ 2011 – 2012

ROLE 1 - Led new features, products, quality, reliability and customer experience of the FiOS product

ROLE 2 - Led the launch, operations, expansion, automation and performance of FiOS Self Install initiative

OPERATIONS LEAD: Created and led operational activities for the FiOS self-install project which directly led to reaching stretch goals of 11,000 self-installs acceptances by EOY 2011 and an expense savings of over $1.6M.

Developed processes, call scripts, M&P’s, trained & led two out-bound call centers for self-install options

Led transitional & automation efforts of the self-install initiative to improve and scale this project nationally to a projected 70,000 self-installs by EOY 2012 and yearly savings of over $25M.

QUALITY, RELIABILITY & NEW PRODUCTS: Supported the launch of new FiOS products, quality & reliability of existing products and services; including X-box streaming, MRDVR, Flexview enhancements, widgets, Samsung Streaming, MoCA 2.0, MPEG4 and IPTV.

McCREARY ROOFING COMPANY 2009 – 2010

Engineering, Marketing and Sales Lead, Erie, PA

OPERATIONS EXCELLENCE: Increased speed and accuracy of all new jobs and bid requests by 40% by standardizing the work flow process & increased productivity by implementing a Microsoft Access Database

Created a new value added marketing plan & bid presentation pamphlet resulting in 35% lift on accepted jobs. GENERAL ELECTRIC TRANSPORTATION

Engineering Proposals Lead, Erie, PA 2008 – 2009

BUSINESS PROPOSALS: Managed engineering technical proposals for new and existing markets including the Freightliner Guinea ES44ACi Locomotive worth over $40M; Co-managed all Superskids for ASIA & Russia

VENDOR & SUPPLIER OPTIMIZATION: Led a cost-benefit proposal to re-engineer GE equivalents to 14 Union Pacific cables, projected to reduce replacement cable costs and lost productivity time by 45%. Manufacturing and Operations Lead, Erie, PA 2007 – 2008

LEADERSHIP ROTATIONS: Completed 5 functional rotations in Material, Process, Lean, Quality and Engineering

PROCESS INNOVATION: Developed and successfully implemented a comprehensive material management and inventory tracking system utilizing Lean Kanban and JIT strategies to systematically automate inventory management resulting in a yearly savings of over $15M.

Consolidated over 800 parts and eliminated an average of +5 hours and ~3.5 takt stopping shortages per/wk.

PROCESS AUTOMATION: Created a material-tracking and process tool that identified and prioritized backlogged high profile items in a continuously moving lean line resulting in Maincab ending 2nd Qrt 2008 on schedule for the first time in over 3 years.

SAFETY & ERGONOMICS: Led safety and ergonomic projects including installation of pneumatic vices to eliminate 90% of repetitive motion and increasing productivity by nearly 50%. EDUCATION & PROFESSIONAL ORGANIZATIONS

Comcast Wharton Learning Program – Business Certificate 2017 The Wharton School, Philadelphia, PA

Dale Carnegie Course – Certification 2017

Dale Carnegie Training, Philadelphia, PA

Bachelor of Science, Mechanical Engineering May 2010 Gannon University, Erie, PA

Pi Tau Sigma Mechanical Engineering Honor Society 2008 – Present



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