Management Service
Resume:
F RED W ALKOVER, M BA
Heatherbrook
Drive
Stockton,
CA
95219
(209)
986.6742
(Mobile)
*********@*******.***
SENIOR
OPERATIONS
EXECUTIVE
BUILDING
STRONGER
TEAMS
LEADING
TO
SUSTAINABLE
ACHIEVEMENT
Results-
oriented,
bottom-
line
orientation.
Innovative
leader
with
a
proven
track
record
of
exceeding
goals.
Possesses
high
level
of
business
acumen,
including
successful
P&L
management
and
the
ability
to
balance
the
delivery
of
programs
against
the
realities
of
a
budget.
Awarded
over
15
promotions
for
high
performance
in
operations,
business
development,
and
multi-
unit
management.
A
highly
skilled
professional
with
an
exceptional
capacity
for
managing
and
leading
people
and
developing
topnotch
leaders
by
leveraging
their
strengths
and
putting
them
in
a
position
to
succeed.
With
core
competencies
in:
ü
Operations
Leadership
ü
P&L/Budget
Accountability
ü
Relationship
Building
ü
Customer
Service
/Support
ü
Cross-
Functional
Teaming
ü
Training,
Development,
Mentoring
ü
Supply
Chain
Operations
ü
Operational
Deployment
ü
Continuous
Process
Improvement
P R O F E S S I O N A L
E X P E R I E N C E
SUNGEVITY,
Oakland,
CA
2013
–
2014
Vice
President
Operations
Directed
post
sale
operations
for
the
third
largest
US
residential
solar
company
overseeing
field
operations,
customer
service,
project
management,
quality
assurance,
supply
chain
logistics,
rebate
&
interconnection,
and
design
engineering.
Ø Defined
the
vision
and
guided
both
the
field
operations
and
supporting
back
office
teams
through
a
complicated
construction
process
to
deliver
residential
solar
installations
in
11
states.
Ø Ensured
all
project
milestones
and
deliverables
were
completed
efficiently
and
timely
by
creating
cross-
functional
alignment
and
driving
continuous
process
improvement
to
minimize
non-
value
time
and
rework.
Ø Leveraged
strong
partnerships
with
3rd
party
installers
to
easily
scale
capacity
to
meet
sales
demand
with
minimal
capital
investment.
Select
Key
Accomplishments
Ø Doubled
the
aggregate
production
of
installed
systems
across
11
states
in
9
months
by
scaling
capacity
and
introducing
performance
tracking
scorecards
and
operational
disciplines.
Ø Launched
leadership
programs
focused
on
change
management,
continuous
process
improvement,
and
leadership
competencies
to
strengthen
operational
sustainability.
Ø Created
forums
for
collaboration
and
best
practice
sharing
that
reduced
rework
and
silos
transforming
multiple
departments
into
an
effective
and
coordinated
matrix
organization.
Ø Expanded
the
role
of
regulatory
specialists
to
proactively
interface
with
legislative,
trade
and
utility
organizations
influencing
the
introduction
of
streamlined
governmental
processes
that
reduce
operational
soft
costs.
COMCAST
CABLE,
Sacramento,
CA
2005
–
2013
Area
Vice
President
(2010
-
2013)
Provided
the
leadership,
management
and
vision
necessary
to
ensure
the
nation’s
largest
national
broadband
company
had
the
proper
operational
controls
and
people
systems
in
place
to
effectively
grow
the
organization
and
to
ensure
financial
strength
and
operating
efficiency.
FRED WALKOVER, MBA
(209)
986.6742
(Mobile)
*********@*******.***
Page
2
of
4
Ø Directed
all
field
and
support
operations
focused
on
driving
productivity
and
customer
satisfaction
to
generate
over
$775M
in
annual
revenue.
Ø Developed
and
implemented
improvements
to
the
operational
infrastructure,
systems,
processes
and
personnel.
Ø Optimized
employee
performance
and
engagement
to
ensure
organizational
objectives
were
met
by
implementing
foundational
programs
that
fostered
a
diverse,
creative,
and
engaged
employee
population.
Ø Strengthened
leadership
competencies
among
managers
and
prepared
emerging
leaders
to
lead
their
business
groups
by
implementing
customized
leadership,
organizational
and
development
solutions
in
order
to
improve
individual
and
organizational
effectiveness.
Ø Encouraged
employees
to
network
and
cross
over
program
lines;
stemmed
protectionism
by
cross-
functional
leaders
by
advocating
the
value
of
a
cross-
functional
approach
which
was
widely
adopted.
Select
Key
Accomplishments
Ø Consolidated
3
market
areas
and
realigned
leadership
to
process
over
500,000
customer
truck
rolls
annually
resulting
more
consistent
execution
and
reduced
SG&A
expenses.
Ø
Improved
first
time
resolution
on
trouble
calls
by
33%
to
achieve
a
92%
success
rate,
and
improved
on-
time
performance
to
98%.
Ø
Integrated
regional
sales,
finance,
headend,
and
human
resource
functions
across
a
500,000
subscriber
footprint
to
optimize
team
coordination
and
ensure
sustainable
employee
engagement
and
business
growth.
Ø Supported
and
drove
local
initiatives
by
partnering
with
state
and
local
level
government
representatives
and
community
organizations.
General
Manager
(2009-
2010)
Directed
all
business
operations
inclusive
of
technical
service
delivery,
human
resources,
direct
sales,
customer
service
centers
and
general
administration
focused
to
ensure
sustainable
employee
engagement
generating
customer
growth
and
profitability.
Ø Maintain
P&L
and
budget
accountability
and
ownership.
Ø Supported
employee
career
growth,
progression
and
professional
development
through
mentoring,
continuous
training,
development
and
information-
sharing.
Select
Key
Accomplishments
Ø Led
the
project
to
create
a
consolidated
regional
dispatch
organization
to
support
1900
technicians
across
northern
California.
Ø Dramatically
increased
employee
engagement
and
reduced
employee
turnover
by
2
percentage
points.
Ø Led
Western
Division
in
Technician’s
Customer
Engagement
as
measured
by
national
Think
Customer
First
survey.
Director of Technical Operations and Engineering
(2005
–
2009)
Oversaw
the
overall
performance
and
improvement
of
the
technical
operations
and
engineering
organization;
responsible
for
the
measurement
and
effectiveness
of
all
processes.
Ø Controlled
$21
million
technical
operation
expense
plan
within
1.1%
of
the
annual
budget.
Ø Devised
an
innovative
KPI
scorecard
rating
technician
performance
on
key
business
metrics
leading
to
increased
accountability
and
raising
system’s
technical
performance.
Ø Initiated
a
balanced
supervisor
scorecard
driving
continuous
improvement
in
both
customer
quality
by
33%,
and
front
line
productivity
by
20%
within
9
months.
Ø Launched
contractor
scorecard
and
incentive
program
to
drive
improved
quality
and
on-
time
performance.
Ø Enabled
and
empowered
employees
to
become
better
leaders,
make
better
decisions
and
achieve
better
results
through
greater
transparency
and
alignment
of
goals.
FRED WALKOVER, MBA
(209)
986.6742
(Mobile)
*********@*******.***
Page
3
of
4
Select
Key
Accomplishments
Ø Steered
a
national
project
team
to
create
an
automated
process
to
test
set-
top
boxes.
Solution
was
deployed
nationwide
resulting
in
a
projected
savings
of
$360M
over
5
years.
Ø Deployed
continuous
process
improvement
program
training
65
regional
leaders
and
resulting
in
the
creation
of
6
improvement
teams
focused
on
generating
increased
revenue
and
reduced
cost
solutions.
Ø Created
front
line
recognition
program
driving
improved
operational
execution
and
employee
engagement
RADIOSHACK
INSTALLATION
SERVICES
(INSTALLS
INC.
/
AMERILINK
LLC)
Columbus,
OH
2000
–
2005
Vice
President
&
General
Manager
Led
a
national
installation
network
providing
installation
and
repair
services
to
support
RadioShack
satellite,
home
theater,
broadband
sales
and
commercial
infrastructure
installations
through
a
mix
of
contractor
partners
and
employee
based
offices.
Ø Accountable
for
budgeting
and
P&L
performance
of
$100M
company
through
the
oversight
of
Field
Operations
across
92
national
offices,
FP&A,
Sales,
Marketing,
Customer
Service,
HR,
Legal,
and
Safety.
Ø Augmented
satellite
installations
to
500,000+
annually
by
enhancing
work
order
management
processes,
national
dispatch
operations,
and
contractor
management
in
residential
satellite,
DSL,
and
home
theater
installations.
Ø Developed
and
launched
automated
retail
scheduling
and
escalation
processes.
Ø Coordinated
supply
chain
process
to
improve
inventory
turns.
Ø Created
and
deployed
cost
estimating
tool
and
approval
process
for
large
commercial
installations.
Ø Expanded
business
to
support
Cable
MSOs.
Ø Launched
Customer
Satisfaction
program
providing
feedback
for
field
management/technicians
and
developing
referral
opportunities.
Select
Key
Accomplishments
Ø Strengthened
annual
profits
by
$1
million
through
elimination
of
poor-
performing
projects.
Ø Pared
field
G&A
expenses
7%
by
streamlining
operational
accountability
and
strengthening
field
management
P&L
controls.
Ø Pushed
profitability
to
over
$10
million
by
redefining
business
plans,
restructuring
field
support,
launching
field
level
P&L
training,
and
implementing
aggressive
cost
controls.
Ø Elevated
new
market
penetration
30%
through
the
launch
of
new
marketing
and
support
programs
to
include
inside/outside
sales
initiatives,
trade
advertising,
and
trade
shows.
Ø Curtailed
missed
appointments
14%
by
leveraging
web-
enabled
tool
to
coordinate
and
manage
nationwide
rollouts
of
commercial
voice
video
and
data
infrastructure
installations.
CHARTER
COMMUNICATIONS,
Ft.
Worth,
TX
1998
–
2000
Director of Technical Operations
Directed
field
operations
for
a
130,000
subscriber
system,
including
operational
control
of
plant
construction/maintenance,
reporting
analysis,
LAN
infrastructure,
and
signal
transmission.
Ø Held
$110
million
in
capital
expenses
within
budget
through
monthly
capital
review
sessions
with
key
management
staff.
Ø Extended
digital
cable
market
penetration
15%
by
stabilizing
plant
technical
operations
and
streamlining
product
deployment.
Ø Lowered
G&A
expenses
12%
through
negotiations
of
favorable
terms
with
key
vendor
partners.
Select
Key
Accomplishments
Ø Refined
on-
time
performance
to
99.8%
by
launching
a
service
tracking
and
accountability
tool.
Ø Rolled
back
average
outage
duration
65%
to
less
than
1
hour
through
development
and
execution
of
a
direct
performance
accountability
program.
FRED WALKOVER, MBA
(209)
986.6742
(Mobile)
*********@*******.***
Page
4
of
4
Ø Tapered
customer
escalations
15%
by
re-
engineering
process
flow
and
facilitating
inter-
departmental
communications.
Ø Cut
inventory
shrink
10%
by
designing
a
solution,
liaising
with
programmers,
and
executing
the
resulting
inventory
control
program.
Ø Decreased
employee
turnover
8%
by
launching
an
employee
recognition
program
designed
to
award
staff
productivity
and
initiative.
A D D I T I O N A L
C A R E E R
S U C C E S S
COMPUTER
CITY
(A
TANDY
CORPORATION)
Director
of
Technical
Service
Operations
TANDY
CORPORATION
/
TANDY
RETAIL
SERVICES
Regional
Service
Field
Director
Director
of
Technical
Service
Operations,
Incredible
Universe;
Service
Manager
A C A D E M I C
C R E D E N T I A L S
Master
of
Business
Administration,
Business
Management
DREXEL
UNIVERSITY,
SACRAMENTO,
CA
Bachelor
of
Science,
Business
Administration
in
Management
UNIVERSITY
OF
FLORIDA,
GAINESVILLE,
FL
PROFESSIONAL
A F F I L I A T I O N S
Beta
Gamma
Sigma
Business
Honorary
Society
Financial
Management
Association
Honorary
Society
Society
of
Cable
Technical
Engineers
Women
in
Cable
Telecommunications
Board
of
Directors
Contact this candidate