Management Customer Service/Operations
Resume:
Sam Commisa
********@*********.***
www.linkedin.com/pub/sam-commisa/12/400/769
PROFESSIONAL SUMMARY
A focused, proactive, accountable and energetic executive who leads by
example. Bringing valuable, accurate and decisive, VP / Director level
domestic and international experience in leading and managing field
operations, customer service, business development, and program and project
management. Industry experience includes technology, banking, financial,
and telecommunications. Extensive experience nurturing existing business
relationships while driving new sales and service opportunities. Strong
leadership, change agent and turn-around executive directly impacting
positive financials, KPI's, process improvements and customer satisfaction.
Hands-on executive that has developed, directed and administered
intellectual property programs, operations, installation, engineering,
training and safety, while adhering to the highest corporate ethics and
standards. Disciplined leader that monitors, mentors, coaches, motivates,
empowers employees to reach greater heights / results, and challenge the
status quo.
PROFESSIONAL EXPERIENCE
De La Rue North America, Irving, Texas (2012 - 2015)
Americas Service Director and President, De La Rue Canada, Inc.
. Responsible and accountable for on-time professional service delivery
of De La Rue cash processing and identity security managed services,
and the profitability of that service, for Banking, Financial, Casino
and Governmental entities within the Americas (Western Hemisphere)
region. Improved average site profitability levels to 35 - 45%.
. Direct lines of service management reporting include Cash Processing
and Identity Security Lines of Business for the USA, Canada, Mexico /
LATAM and South America, utilizing internal resource base and
additional resourced infrastructure partners across the regions.
Improved ontime SLA performance by 20%.
. Responsible for building new and sustaining existing internal and
external relationships with sales, customers and strategic partners
within the region, in addition to the tactical day-to-day general
management duties and longer term, strategic leadership initiatives.
Improved customer communications by 90%, and implemented reporting /
customer satisfaction KPI's on a monthly basis.
. Have full functional, financial and operational accountability for all
aspects of customer service including; L0-L3 service delivery,
operational and financial performance and reporting, ongoing contract
negotiation / management, SLA management, partner selection /
management and regional quality. Improved Service Quality by 28%.
. President and Director - De La Rue Canada, Inc. - Serve as President
on Board of Directors.
Harris CapRock Communications, Inc, Houston, Texas (2009 - 2011)
Director of Operations
. Responsible for Field Operations, Customer and Internal Training,
Production Engineering, RMA, Metrics and Safety for North America,
Mexico, Europe, Middle East and Africa, in support of the Energy,
Government Services and Maritime Market Verticals.
. Span of Control at seven (7) directs, with indirect headcount of 104.
. Provided overall guidance, and direction, impacting tactical and
strategic management of organizations, strategically coordinated the
product build and test, installation, repair, maintenance and de-
installation cycles for CapRock Services.
. Implemented Global Business Metrics and provided Global direction for
worldwide standardization of Metrics, processes, procedures and
Quality Standards improvements.
. Ensured CapRock services were implemented to a consistently high
quality standard and within customer's timelines and budgetary
expectations.
. Executive authority regarding the implementation and budgeting of
Operations within North America, Mexico, Europe, Middle East and
Africa.
. Implemented Cost Analysis Tool used to determine/identify lowest cost
resource for deployments.
. Developed strong financial awareness/ownership and held directs
responsible and accountable for their own cost center financial
solvency.
Telmar Network Technology, Inc, Plano, Texas (2004 - 2009)
Director of Services
. Responsible for Directing Telmar's Customer 24x7-Technical Assistance
Call Center (NOC), Engineering, Installation/ Field Services, and
Training organizations in support of all customers for Transport,
Access and Switching products, incorporating TDMA/CDMA, WDM, wireline
and wireless technology.
. Span of control at 21, recruited, hired, trained, deployed and managed
organizational resources, and developed, implemented and managed
program and project plans and schedules.
. Responsible for all project bids and quotations, and to identify,
qualify, award and manage 3rd party subcontract resources and outside
organizations.
. Recognized for outstanding contributions within first 60 days of
employment.
. Service Organization generated approximately $900K in revenue within
first five (5) months of being established.
D-TEL Communications, Inc, Tuscaloosa, Alabama (2002 - 2004)
Vice President, Business Development and Sales
. Responsible for strategically developing and selling full turnkey E,F
& I, Test and Turn-up services and systems integration capabilities,
serving the worldwide marketplace.
. Exponentially developed and grew customer base and services provide,
which included IOC, CLEC, RBOC, ILEC, Independent carriers and ISP's
for wireline and wireless technology.
. Developed and positioned company to become a Systems Integrator and
Reseller, developed channel sales program with major manufacturer and
distributor.
ALCATEL USA, Plano, Texas (1984 - 2002)
Senior Director, Program Management (2000 - 2002)
. Responsible for Program Management for National, Emerging and
International Accounts.
. Span of Control at 15 includes Directors, Managers and Program/Project
Managers responsible for ensuring the overall corporate success for
these accounts.
. Accountability for P&L, budgets, cost reductions, revenue forecasting,
demand planning and scheduling, and resource allocation.
. Successfully planned, organized and managed customer bids and
proposals to ensure deliverables met customer expectations.
. Successfully directed cross functional teams across all management
levels to ensure program priorities, key dependencies, and critical
path activities were identified, assigned and worked simultaneously to
achieve the required results.
Senior Director, Project Management and Implementation (1999 - 2000).
. Responsible for Project Management and Implementation for SONET based
Access/Transport, Data and Switching products and services for the
Competitive Local Exchange Carrier (CLEC), Inter-Exchange Carrier
(IXC), Private/Federal, and GTE marketplaces, utilizing TDMA, WDM,
wireline and wireless technologies.
. Span of Control at seven (7) directs, consisting of Senior Managers,
Managers and Project Managers, with regionally based organizational
headcount of approximately 100 direct and 200 indirect subcontract
resources.
. Accountability for P&L, budgets, cost reductions and Revenue
forecasting for all National Accounts.
. Additional responsibility included New Product Engineering, Standards
and Models, Process Improvements, Cost Reductions and Estimating for
all Firm Price Quoting Activities.
Director, Customer Operations (1995 - 1999).
. Responsible for Engineering and Installation for SONET based
Access/Transport products and services for the Regional Bell Operating
Companies (RBOC), Competitive Long Distance (CLDC) and Inter-Exchange
Carrier (IXC) marketplaces.
. Span of Control at 12, consisting of eight (8) Regional Managers and
four (4) Subordinate Managers, with organizational headcount of 114
direct and approximately 300 indirect subcontract resources.
. Accountability for P&L of eight (8) regional offices, with budget in
excess of $25M and revenues which exceeded $50M in 1998.
. Through sound decision making, business planning, process improvements
and resource management, achieved reductions in Net Expenses by 36%,
improvements in revenue generation of 17% and cost reductions of
approximately 20%, year-over-year.
EDUCATION AND TRAINING
Dallas Baptist University, Dallas, Texas University of
Maryland, College Park, Maryland
Applied Business Administration Management
Maryville College, Maryville, Tennessee George Washington
University, Washington, DC
Supervision, Management Professional and
Technical Communications
and Communications
Management Training
National Management Association (NMA) Quality Action Team
Facilitator
Managing for Success Quality
Management Skills (QMS)
Effective Communications Covey
Leadership - Seven Habits of Highly
The Quality Advantage (TQA) Effective People
Total Quality Management (TQM) Operational
Excellence / HPT
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