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Manager Customer Service

Location:
Huntington Station, New York, United States
Posted:
December 26, 2018

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Resume:

Profile

Results driven FP&A professional with over 20 years experience in the telecommunications industry. Expertise in:

Microsoft Office

Hyperion Planning & Essbase/Smartview

Strategic Long Term Planning, Budgeting, & Forecasting

Productivity, Workforce Planning & Process Improvement

Policy/Procedure Development

Asset, Expense & Vendor Management

Audit Compilation

Executive Presentations, Reporting & Analysis

Capital & Project Management

ETA Direct, FORIM, KOMS, Tableau Reporting

Oracle, Peoplesoft, ADP Etime, Monarch, Cabledate & Tangoe

Team Building & Staff Development

Experience

Altice USA (Formerly Cablevision Systems Corporation), Bethpage, NY

Altice USA provides innovative, customer-centric products and solutions to more than 4.9 million residential and business customers across 21 states. Altice USA delivers broadband, pay television, telephony services, Wi-Fi hotspot access, proprietary content and advertising services.

Manager of Business Planning, Long Island Region 2012 -2017

Provide direct support to the VP of Field Operations and VP of Infrastructure & Wireless Technology.

Prepare annual operating and capital budgets, quarterly forecasts and ad hoc re-forecasts as required by management.

Develop long-term plans for Infrastructure & Wireless Technology transition to new owners including Fiber Rebuild and staff optimization.

Prepare Field Service staffing model including projections of productive time, efficiency factor, and non-productive time to optimize the balance between employee and contractor labor.

Prepare plan for pilot “Work from Home” program including monthly progress updates versus plan. Assisted in roll-out of plan to all regions providing statistical and analytical support to maximize program success.

Prepare timely and accurate analysis and reports on operating and capital financial performance and assist in the control of operating and capital spending.

Develop, track and analyze financial performance and key operating metrics to facilitate management team decision-making.

Oversee month-end close, ensuring accruals are accurate and complete.

Complete monthly financial review package with variance explanations that provide operational analytics and insight.

Ensure Field Operations Management adherence to company policies and procedures regarding processing of contracts, purchase commitments and invoice payments.

Foster effective information flows and communication within Field Operations Management and Corporate Departments to facilitate the planning and control processes.

Conduct quarterly audits of contractor warehouses to verify adherence to contract including asset and material controls.

Hire, manage and develop Business Planning staff of 5 in a manner that encourages professional growth while obtaining company goals and objectives

Manager of Business Planning, NYC Region 2006 – 2012

Prepare operating and capital budgets and forecasts for field service, outside plant, dispatch, facilities and administration.

Develop processes to manage local areas more efficiently and maximize resources.

Provide analytical support for negotiations with Cable Workers of America Union to facilitate ratification of favorable contract.

Recommend profit-enhancing and cost-saving strategies to maximize company cash flows. Provide various alternatives with what if analysis to facilitate decision-making. Assist in implementation.

Manager of Business Planning, Network Management 1999 – 2006

Prepare and track annual capital upgrade budget of $1 billion and operating budget of $100 million.

Prepare FCC Rebuild Cost of Service 1235 filings to maximize return on capital investment. Provide support for public service commissions hearings.

Centralize tracking and planning of operating and capital expenses.

Develop in depth analysis of staffing needs to maximize employee resources.

Director of Business Affairs, Connecticut Region 1996 – 1999

Prepare revenue, operating and capital budgets including revenue model, sales/marketing planners and staffing models for field service and customer service.

Manage payroll and accounts payable for Connecticut region.

Prepare monthly and annual DPUC regulatory filings. Provide competitive analysis to aid with regulatory proceedings related to Southern New England Telephone overbuild.

Manage rebuild and operating warehouses. Maintain inventory system. Establish minimum levels and coordinate orders of material and converters.

Manager of Finance, Corporate Budgets 1995 – 1996

Senior Analyst, Corporate Budgets 1993 - 1995

Analyst, Corporate Budgets 1992 – 1993

Consolidate and analyze budgets and forecasts for 30 cable systems.

Standardize operating and capital guidelines to enable consistent planning across 30 cable systems.

Prepare allocation of 50 programming expense providers to streamline monthly close entries and planning.

Develop initial business plans for Optimum Video, Optimum Online and Optimum Voice launches.

Education / Training

American University, Washington D.C: BSBA Accounting

Training

Managing the Performance of Others

Behavioral Interview Workshop

Coaching for Impact

Tools of the Trade Management

Time Management



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