Customer Service Vice President

Joseph Haines Sr.

** ******* **** **** *******, NY 11704 256-***-**** *********@***.***

Vice President of Operations

Laser-focused Operations Leader with Deep Technical Acumen

in Field Services and Network Operations. Delivers Strong Operational Performance.

15+ years of successfully improving profitability and efficiency of organizations through creating streamlined operational procedures aligned with corporate objectives. Skilled in redefining processes that improve quality, safety, and customer-based metrics. Implements process improvements that translate into achieving customer needs. Expert on telecommunications networks, architecture, fiber networks, voice, and data solutions. Strategic partner to Executive Management with cross-functional leadership strengths. Managed teams up to 700 employees. Advances company visions, strategy, and initiatives to drive revenue and improve client satisfaction.

Career Highlights

* Led overall operations for Telecommunications Company with 350 employees, building new organizations consisting of engineering, network operations, and infrastructure at Network Plus.

* Key contributor in positioning NY operations for AT&T purchase achieving cash flow positive by 35%.

* Instrumental in developing Deltacom into financial viable organization from company on verge of bankruptcy to $92M cash positive serving as key member of Executive Committee with the CEO

Core Competencies

Operational Streamlining Network Development & Compliance Cost Reduction Strategies

Productivity Improvement P&L Management Operations Management Client Relations

Large-Scale Project Management Call Center Operations Network Operations Safety Protocols

Strategic Planning Staff Development Quality Assurance Budget Management

PROFESSIONAL EXPERIENCE

Earthlink Atlanta, Georgia (Earthlink Acquired Deltacom in 2010) 2010 to 2013

Vice President Field Operations Vice President of Network Operations

Brought on to overhaul and lead non-performing Repair and Network Operations Centers (NOC) post acquisition of Deltacom; leveraged leaderships strengths to develop high-performing team while overseeing Field Operations, Data Centers, Network Facilities, and Fleet and Vendor Management. Ensured delivery of consistent high-quality customer experience while driving cost reduction and operational streamlining.

* Oversaw 35K miles of fiber network, 800 sites, 16 data centers (8 Customer Facing), and 345 vehicles, ensuring operations were aligned with corporate short and long-term objectives.

* Proposed variable work force for equipment installation, leading to $4.5M reduction in operating cost; reduced workforce by 43%, eliminating 120 redundant positions through outsourcing efforts.

* Consolidated 4 NOC’s down to 3 over 4 months; closed West Coast NOC, retained critical employee talent, and exceeded projected savings by 33% reaching $1.2M in cost reduction.

* Maintained high service levels to 20K customers during $4M sale of PBX Business; fostered high employee morale during transition period and retained 33 additional employees post-sale.

* Slashed customer handling time by 22 minutes and reduced customer churn by .5% through automation efforts and standardizing operational standards.

* Developed and gained executive approval for workforce management project plan ($1.1M).

* Drove completion of Data Center Upgrade project ($900K), replacing entire UPS system while maintaining 100% availability; hit all customer service level’s (SLA’s), deadline, and budgetary goals.

* Directed Network Expansion and Upgrades valued at $25M over 6 months, expanding company’s footprint and slashing operating costs by $1M annually.

Deltacom Anniston, Alabama 2006 to 2010

Vice President, Service Reliability

Managed 32-person call center, fielding 25K calls per month while supervising 132 repair center technicians accountable for resolving 12K job tickets monthly. Led Service Activation, Maintenance, and NOC functions at leading business communication provider in Southeast.

* Boosted productivity by 45% and slashed SG&A expenses by 30%; improved on-time performance and decreased service outage time by leveraging outsourcing relationships.

* Implemented process improvements and automation that reduced staff from 136 to 56 employees, drastically slashing labor costs without sacrificing productivity and customer service repair time.

* Positioned company as industry leader in product/service innovation through consistent network upgrades that delivered value to customers.

* Overhauled antiquated customer service processes with automated process improvements.

* Served on Executive Committee, comprised of C-Level leadership and charged with aligning company’s vision surrounding profitability, customer service, and revenue growth.

Schooley Mitchell Telecom Consultants Long Island, New York 2003 to 2006

Strategic Partner, Franchise Owner

Delivered telecommunications expertise to widely diverse clientele spanning small and medium sized business for largest independent telecom consulting firm in North America. Identified clients’ telecom needs, assessed alternatives, and proposed implementation of cost-effective solutions.

* Managed all aspects of operations and expanding company’s footprint to Long Island.

* Identified top industry talent and established high-performing sales team.

Lexent / Hugh O’Kane Electric New York, New York 1999 to 2003

Vice President, Operations

Served as Division President for $162M electrical and telecommunications company; directed day-to-day operations. Challenged to grow company through new lines of business or market penetration while maintaining oversight on profit margins, improving efficiency, and customer delivery.

* Recruited to company to collaborate with attorneys and positioncompany’s story for Wall Street, leading to successful IPO and company expansion to 35 cities through M&A strategy.

* Increased gross profit margin by 5% by decreasing costs and growing revenue.

* Executed acquisitions ranging in value from $3M to $5M, enhancing product/service offerings.

* Played critical role in rebuild of largest customer’s ($44M) network post 9/11; obtained additional business from client based on ability to deliver solid results during project.

ADDITIONAL WORK HISTORY

Vice President, Engineering & Operations Network Plus, Quincy, Massachusetts

Regional Vice President, Operations AT&T / TCG, New York, New York

PROFESSIONAL DEVELOPMENT

Completed Corporate Sponsored Training in Following Areas:

Executive Management General Management P&L Management Negotiations

Leadership Skills Manufacturers Equipment Project Management Product Overview

TECHNOLOGY SNAPSHOT

Microsoft Office Suite, Netcool Monitoring Systems, Remedy, Metasolv

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