Peter Haacker

Roanoke, TX 817-***-**** ac8i1h@r.postjobfree.com

Customer Oriented Service Operations Leader

Proven leader with excellent communication skills who coaches and develops people to reach both personal and organizational goals. Strong background in Customer Service operations and Technical Tiered Support Service structures. Progressive experience managing day-to-day operations in Associate Director and Sr. Manager roles.

• Create a culture of development driven toward employee engagement and growth.

• Highly proficient in analyzing data and recommending solutions in a quick and efficient manner.

• Capable of creating highly efficient teams through fundamental, behavioral based development.

TECHNICAL SKILLS

Proficient Microsoft Office, G Suite, Outlook, Lotus Notes, IEX Applications, Enterprise reports, E-Witness software, Rockwell, Remedy Software, Cisco

PROFESSIONAL EXPERIENCE

Verizon Wireless - Columbia, SC Southlake, Texas 2004 - 2019

Sr. Manager – Network Assurance (2012 – 2019)

Earned selection by management to move into a senior leadership role overseeing network operations including;

All hiring into network operations

Coached and developed frontline leadership and Engineers to identify efficiency gaps and provide solutions.

oMentored four pre leader candidates over a 6-month period resulting in all being promoted.

Smart Alarming Initiative - developed 3 proof of concepts with a success ratio of 96.41% over a six-month period

oImplemented a global timer on environmental alarms, resulting in 1.2M in alerts not displayed

oPast 12 months 14.7M total alerts received, through thresholding, wait timers and suppressing non-actionable alerts resulted in 1.98M displayed to NOC engineers. Cost avoidance of 2.2M YTD along with 19.8 hours freed daily.

Created and implemented several operation playbooks for both Network Operation centers, IMS training & shadowing program LRA playbook, In building Solutions technical guide

Implemented NOC ticket Calibration tool/ quality audit form

Focused on employee and team growth to support and strengthen the culture

Owned incident management documentation shared with platform owners

Associate Director Customer Service (2011 – 2012)

Manage a team of 98 direct reports, eight supervisors supporting 90 inbound customer service representatives. The team supports 800-line calls and Global Traveler

Provided daily coaching/conversations with frontline supervisors and customer service agents to ensure cultural balance.

Analyze, maintain and make recommendations to improve representatives daily/weekly goals. Focusing on the behaviors

Reviewed customer surveys daily ensuring service expectations are met

Conducted audit coaching conversations both live & remote, measuring collaborative commitments

Associate Director Global / Tech Support (2007 – 2011)

Manage a team of 100 direct reports, seven supervisors supporting 93 technical support coordinators. The team provided service to over 1 million global traveler customers

Tier one 24/7 technical support

Global Tech Support – Global Phone Department staffed 24 hours / 365 days

Managed day to day service level goals, scheduling, and QA process

The team ranked in top 5 yearly

Collaborate with HQ Marketing, Network teams, and area operations to support growing global customer base.

Oversaw / Implemented internal Global service training for Customer Service teams.

Audit/measure Remedy ticket process, ensuring customer notification, tickets closed out.

Created ticket validation process 5% or less error rate

Associate Director Enterprise Support (2004 – 2007)

Promoted by leadership team to Associate Director role overseeing Enterprise customers.

Enterprise Support Team: 142 direct reports, nine supervisors supporting 133 Customer service Coordinators, including one offline team. Team provides inbound service to 2.7 million Enterprise customers.

Monitored and reviewed performance KPI’s with focus on business impacts

Conducted weekly calls with sales organization and national business accounts; IBM, Ford, Verizon

Offline team supports Sales operations as well as internal customer service, working cross-functionally with sales, finance, IT and compliance to ensure process are updated, changed and removed as needed.

The team won area cup competition four times and second place three times related to National Customer Service Transactional Survey.

Verizon Wireless Messaging - Lewisville, Texas

Customer Operations Manager 2000 - 2004

Manage the day-to-day operations of the Lewisville Call Center (Major/National Accounts). Responsible for five direct reports (Five-floor managers with 12-15 customer service representatives, servicing 1.3 million National Account customers). 24/7 operations. Coach and develop staff to ensure all organizational goals are achieved. Analyze performance data to identify improvement opportunities and recommend solutions. Analyze daily call flows; call arrival patterns to determine proper staffing and exceed the expectations of our corporate customer base.

Managed a multi-functional team specialized in providing project support and customized reporting for our direct sales force and our National Accounts.

Exceeding contractual obligations of our national account customers by;

oCross-training employees in different work groups to properly cover staffing gaps.

oProvided offline support and email correspondence for our National and Platinum accounts.

oWorked closely with resource management groups to identify trends that would negatively impact call volume and productivity.

Created and implemented new procedures and policies, which have resulted in, increased productivity and quality while remaining cost-effective. Cross-functional training for Sales and CSR’s

Facilitated training specifically for the company’s sales force across the country.

Prepared monthly reports to Director and VP of Customer OP’s

Education

Rancho Santiago College, Santa Ana, CA

Completed courses in Business Administration

Leadership Program – Verizon

Completed courses in all aspects of business leadership, hiring, finance

NCTI Excellence in Service Standards

(Fundamental broadband troubleshooting practices)

Contact this candidate