Manager Customer Care

Chris Eble

Conyers, GA *****@***.*** 678-***-****

http://webprofile.info/chriseble/

Operations Director

IT Operations Management • Projects / Programs • Strategic Planning Transforming Networking and Automation to Strengthen Organizations X

EXECUTIVE SUMMARY

An operations executive with a progressive history of improving networking, reducing mean time to repair and decreasing call center wait times for AT&T. Comprehensive experience managing the design and implementation of domestic and international networks, improving processes and motivating global teams. Prolific collaborator and able forger of meaningful stakeholder relationships and enduring partnerships. Experience establishing network availability for international television coverage of five Olympics games. CORE COMPETENCIES

• Operations Management • Call Center Operations • Best Practices / Metrics

• Technology Leadership • Global Team Development • 6 Sigma / Lean

• Managerial / Leadership • Customer / Stakeholder Relations • Customer Experience PROFESSIONAL EXPERIENCE

AT&T Conyers, GA

An American multinational telecommunications corporation. AREA MANAGER 2013 – 2016

Directed nearly 50 technical tier one and two management employees supporting core and mobility T3 and above facilities, high and low band DACS equipment for core and mobility, optical network management and the restoration operations center.

$2 million in time saved, a 20% staff decrease through attrition and 90% tickets touched by automation achieved by directing a team that automated many manual processes.

Maintained a three-hour mean time to repair (MTTR) while losing 20% headcount and sustaining ticket count levels by astutely managing the 24x7 centers using direct measures of quality to achieve target results.

99.9999% availability met in the 2014 Winter Olympics by working escalations, using a trained and qualified work force, administering the remote maintenance equipment and managing the team through ever-changing technologies, work environments and processes.

50% decrease in average call center wait time realized by managing incoming calls to center through the Avaya call management system, cross training and decreasing the total head count by 20%. PROJECT LEAD CONYERS, GA 2008 – 2012

Led performance and planning initiatives for global service assurance. Implemented automation, documentation and control processes. Managed, reviewed and approved new / change requests for the global customer connectivity maintenance (GCCM) organization.

100 projects managed by creating a database and graphical user interface to manage the flow of projects that developers used as work drivers and as a workflow control; recognized with a company award for this system.

Served as a subject matter expert for results reporting and statistical analysis and as a member of the emerging leaders program available for only the top 10% of business unit leaders.

28.5% improvement in report generation attained and personally created automated performance reports for the organization by managing the new / change request for performance report automation, application tools and system interfaces for the global customer connectivity maintenance organization. CHRIS EBLE ● *****@***.*** ● 678-***-**** ● PAGE 2 DIRECTOR ATLANTA, GA 2006 – 2008

Directed 70 in managing a customer care maintenance center in Brazil and a US based voice customer care center.

Won the VP Rising Star Award by creating a customer care maintenance center from square one in Sao Paulo, Brazil within 100 days including hiring staff, procuring office space and equipment and training the employees on customer care and AT&T private-line and ATM maintenance.

Exceeded MTTR and percent MTTR metrics by 9% and 80% respectively.

Achieved solid metrics within six months of opening the Sao Paulo center resulting in a doubling of center size, adding all Canadian customers to this center and increasing ticket volume by 50%. OPERATIONS MANAGER ATLANTA, GA 2001 – 2006

Managed 50+ team members for the international private line and frame relay work centers.

99.999% availability targets for the 2002, 2004, and 2006 Olympics with NBC on a 24x7 bridge by expertly managing and interfacing with customers and account teams while working collaboratively across organizational boundaries and with international carriers and partners.

Migrated tier one team of 55 technicians to a tier two technical management center with 30 technical managers.

Project managed several initiatives including representing AT&T in India for bi-lateral IPL provisioning and maintenance agreement meetings and training new maintenance center staff on worldwide customer service processes in Hong Kong, helping attain a 40% productivity improvement after the training.

Met or exceeded call center metrics of the average calls answered within 30 seconds by managing incoming customer calls through the Avaya call management system.

75% MTTR less than four hours, 4.0 mean time to repair and 30 average pick-up time on incoming calls metrics achieved by performing quality assurance and analysis functions supporting the end-to-end international maintenance process and maintaining the numbers through the migration to the tier two center. OPERATIONS MANAGER CONYERS, GA 1999 – 2001

Oversaw three international network operation maintenance centers and supported more than 140 employees across the global network service, international transport servicing centers, an international restoration group, international and domestic signaling links and network elements.

99.99% availability target met and service restored one hour prior to air for 2000 Olympics from Sydney, Australia by working escalations and effectively managing three international maintenance centers.

Served as the technical / management control bridge in support of 24x7 escalations including an AT&T common channel signaling for the 9/11 attacks where AT&T lost a switching center and an undersea cable system.

50% savings in head count expense realized by successfully evolving to a new business model. PRODUCT MANAGER BEDMINSTER, NJ 1997 – 1999

Owned numbering requirement product management functions for AT&T digital link and AT&T local services.

97% forecast accuracy to actual numbers achieved by creating a five-year forecast for the ADL product and defining roles and responsibilities for ordering NPA-NXX codes.

Allowed AT&T to participate in nationwide number pooling trials and support national conservation by serving as a team leader with budget ownership for systems development supporting number pooling and internal number porting and serving on number management and number pooling government teams.

Developed a business case to allow ADL to enter market early with DID service, prior to local number portability, by working with internal legal and regulatory groups to support AT&T's advocacy positions on numbering issues.

Wrote guidelines to support AT&T's role in number pooling breaking NPA-NXX's into 10 x 1000 groups of numbers and the need for AT&T to refrain from using the 0000 and 9000 groups due to PBX restrictions. EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science in Business, Susquehanna University CERTIFICATIONS

Six Sigma Green Belt

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