Management Customer Service
Resume:
Stanley A LaSota
Cary Illinois *****
****.******@*******.***
Summary Statement
Service and Operations Manager with twenty-one years' experience managing
teams of IT and Telecommunications professionals. Strong leader possessing
exceptional analytical skills combined with the ability to coordinate the
efforts of many to meet organizational goals. Proficient in writing and
implementing efficient work schedules, policies, programs, and procedures.
Solid experience in recruiting, interviewing, hiring, and managing staff
through extreme levels of adversity. Proficient skills in:
. Relationship and Team Building . P/L Financial Management
. Staff Management and Development . Organizational Planning
. Complex Project Management . Exceeding SLA Goals
. Change Management . Dedication to Quality
Experience
Verizon Communications Corporation, Rolling Meadows, 1997 - 2014
Illinois
Operations Manager
Responsibilities: Managed a diverse team of IT and Telecommunications
Analysts, Project Managers, and Union Associates for a multi-state region,
in addition to, fostering cross-functional collaboration between
workgroups. Directed the day-to-day activities associated with complex IT
and Telecommunication system installations, maintenance, upgrades, and SLA
fulfillment. Responsible for all aspects of operations while managing high
levels of margin attainment through profit and loss. Frequently delegated
to sit-in as "acting" Area Operations Manager for extended periods of time;
managing as many as ten direct and two-hundred indirect reports for a eight
state region. Skilled and experienced in:
. Directing Large Complex Projects
. Developing Project Documents and Procedures
. Financial Planning and Management
. Accounts Payable and Receivables Management
. Teaming with Multiple Organizations to Develop New Opportunities
. Analyzing Opportunities for Financial Feasibility
. Presenting Opportunities to Potential Clients
. Hiring, Training, Performance Plans and Reviews
. Addressing Adverse Staffing Situations Involving Reductions in
Workforce
. Managing Multiple Union Contracts Simultaneously
. Staff Augmentation, Negotiating Subcontracts
. Facility Management and Office Relocations
. OSHA Regulations and Compliance
. Warehouse Management
. Fleet Management
Lean Six Sigma experience.
Accomplishments: Reduced contractor spending by thirty percent through
cross training work groups and additional vendor training which ultimately,
not only lowered subcontractor expense but also, increasing labor
utilization.
Decreased overtime by implementing flexible work schedules with management
employees and utilizing Shift Differential for Union Associates.
As an appointed Liaison for the Great Lakes Region with a task to improve
communication among cross functional workgroups, assembled and lead a
diverse team to develop six new processes which were implemented across the
country.
Sprint-Centel, Des Plaines, Illinois 1989 - 1997
Business Service manager
Responsibilities: Directed the Chicago Northwest Metro regions service
operations to meet contribution and profit margin objectives by controlling
the cost of applications, engineering, installations, and maintenance of
regulated business services.
Education, Professional Development and Training
Bachelor of Science Professional Administration, Roosevelt University -
Chicago, Illinois
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