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Manager Project

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Posted:
October 26, 2016

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Nick Fogtman

Phone: 713-***-**** Email: acw80d@r.postjobfree.com

Dedicated, accountable, and skilled business administration professional with a versatile skill set developed through experience as a Training Manager, Programming Manager, General Manager, Regional Manager and Director of Operations

Excel in resolving employer challenges with productive solutions and process enhancements proven to increase efficiency, customer satisfaction and/or company profitability.

Offer advanced computer skills with hardware and software troubleshooting experience. Advanced user of MS Office Suite and other common applications/systems. Able to quickly learn and master new software, applications, concepts, and technology.

Signius Communications Houston, TX March 2015-June 2015

Regional Manager, March 2015 to June 2015

Remotely manage a team of 4 General Managers, each over their own call center, directly managing $2.1 million in annual revenue

Responsible for overseeing all aspects of call center operations within these 4 centers, improving efficiency and profitability

Receive, investigate, resolve, and document client or employee escalations

Combine two sites in same metropolitan area into one, cutting operating costs and improving service levels

Research locations for site move in Phoenix, AZ

Evaluate employee review process for each center and implement new pay scale

Coach and develop General Manager’s organizational skills

Create multiple excel tools and checklists for my team to help improve their efficiency and work performance

Signius Communications Houston, TX January 2015-March 2015

Project Manager, January 2015 to March 2015

Project manager for system upgrades. Minimized downtime required through structured planning and implementation

Desktop support (including virus/malware removal and Microsoft Office support), Hardware support (parts troubleshooting and replacement), and Amtelco product support (Telephone Switch and Call Center Software/Database administration)

Implement new SMS software and SMS modem solution, migrating all 1600 existing clients to new platform, ultimately improving stability and reliability of texting services for clients

Put into operation new Fax and Email server, migrating 1600 existing clients to new platform, replacing a Windows NT 4.0 based fax and email platform, increasing network security, in addition to reliability and performance of email and fax services

Review all call center and server equipment, making recommendations for replacement of key equipment and providing multiple quotes for replacement products as well as timelines for implementation

Install new desktop computers for all employees, migrating settings, email, and required applications

Replace and migrate site to new Billing Server, coordinating with Billing Software Vendor for a seamless transition from the Pentium 4 Server to a newer Core i7 server running RAID with hot swappable Hard Drives, improving reliability and adding redundancy to their Billing and Collections data server

Assisted Technical Services department with Active Directory migration from old AnswerNet Domain to new Signius Domain

AnswerNet -- Houston, TX May 2011-July 2014

Director of Operations

Responsible for assisting the Vice President of Operations in overseeing company operations and the Regional Management team

Manage team of 2 Regional Managers, who each oversaw 5 call centers, in addition to 5 General Manager direct reports, each over their own call center, directly managing over $15 million in annual revenue between all 15 centers

Travel with each Corporate Operations Manager yearly to oversee their performance of an annual site visit audit

Project manager for multiple telecom carrier transitions, equipment upgrades, site moves and acquisitions

Attend industry conferences (ATSI & NAEO) on behalf of AnswerNet to gain training, develop industry contacts, locate potential acquisitions and work to partner with competitors for large volume projects

Research and produce presentation materials to deliver content on various topics at the industry conferences (ATSI & NAEO), AnswerNet National Meetings, AnswerNet Senior Meetings, and AnswerNet Technical Conferences

AnswerNet -- Houston, TX January 2010-May 2011

Corporate Operations Manager

Remotely manage a team of 5 General Managers, each over their own call center, directly managing $8.3 million in annual revenue

Responsible for overseeing all aspects of call center operations within these 5 centers, improving site efficiency, reliability, and profitability

Travel to each site yearly to perform annual site visit audits, ensuring adherence to company policies and procedures

Drove expense reductions at each center, reviewing each operating expense for ways to reduce or eliminate them, improving EBITDA between 2-10% per call center

Coach and develop General Manager’s organizational skills and assisted them in developing materials for different aspects of their call center and positions held within them

Develop scheduling tools that allowed General Managers to more closely monitor their payroll expenses, which are now utilized by all centers in the company

Attend industry conferences (ATSI & NAEO) to obtain training, develop industry contacts, locate potential acquisitions and work to partner with competitors for large volume projects

Research and produce presentation materials to deliver content on various topics at the AnswerNet National Meetings, Senior Meetings and Technical Conferences

Study, implement, and manage company wide Net Promoter Score (NPS) program

Created General Manager and Corporate Operations Manager training manuals, which became standard training tools across all 40+ sites

AnswerNet -- Houston, TX June 2007-January 2010

General Manager

Responsible for administration of all aspects of operations for a $3.6 million annual revenue call center, including but not limited to: Scheduling, Payroll, Customer Service, Human Resources, Programming, Billing, Collections, Supplies, Office Equipment and Building Maintenance

Manage team of 3 Department Managers, overseeing 80-100 employees, ensuring 24/7 operations of call center services

Receive, investigate, resolve, and document client and employee escalations

Lowered site operating costs by converting to new Telecom vendor, reducing annual costs by over $80,000

Develop internal quality assurance procedures and implemented ongoing coaching and feedback for quality monitoring

Developed policies and procedures on various business functions as we found needs

Maintain operations within or below budget guidelines associated with each type of operating expense

Develop presentation materials and present at the AnswerNet National Meeting



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