DALE SCHROBBACK

** ***** *****, ******** ! Ontario, L3Z 2Y3 ! 289-***-**** ! dschrobback @ rogers.com ca.linkedin.com/pub/dale-schrobback/2b/12/321

PROFESSIONAL PROFILE

Extensive experience leading large complex teams; Significant experience in successfully leading large teams of diverse employee groups including; third party contractors, HVAC, RF and Managed Services field technicians, analysts, quality inspectors, control centre and supply chain teams within a collective bargaining unit while achieving several progressively senior positions in field operations and field support roles developing my business competencies.

Demonstrated success in negotiating “win-win” solutions and culture; Proven skills and results enriching department culture, implementing mentoring programs, enhancing quality assurance processes and procedures, developing and implementing SLA’s, policies and numerous action oriented quality / operational reports to meet/exceed KPI’s and operations / capital budgets. DESIRED CULTURE & LEADERSHIP STYLE

PROFESSIONAL EXPERIENCE

ROGERS COMMUNCIATIONS – 21 YRS

SHAW COMMUNCIATIONS – 2 YRS

LG ELECTRONICS – 2 YRS

LEDOCR TECHNICAL SERVICES – 1+ YR

LEDCOR TECHNICAL SERVICES – Mississauga, Ontario 2015 – Present GTA Field Operations Manager – Managed Services.

* Increased technician utilization by enhancing Click optimization. Avg ticket / day completions up from 2.3 to 3.0

* MTTR (Mean Time to respond) improved from 95% to 98%

* Achieved zero lost time incidents across 2016 – Actively promoted H&S training through E-Learning Modules

"! Direct leadership and development of a blended team of telecommunications specialists o! Business installation and repair field specialists – Managed Services (commercial / industrial / retail)

o! National long-haul fiber locators – Supporting Nat’l Carriers with damage prevention fiber locates along CN / CP / Metrolinx rail

"! Effective GTA resource allocation to meet customer needs and coverage area from Lake Ontario to Barrie in the north to Hamilton in the west and Durham in the east

"! Use of resource optimization software such as Fleet Complete and Map Point / Google Earth Pro to effectively allocate field resources in a time and cost sensitive manner DALE SCHROBBACK Phone: (289) 338 - 8678 ! Page 2

"! Use and knowledge of Click Software to effectively manage tickets and resource efficiency

"! Accountable for achieving an effective blend of in-house and 3rd party contractors to meet the customer demands

"! Maintain close relationships with our customers and national carriers

"! Continually look for methods to improve processes, reduce cost and rework while increasing technician efficiencies

"! Assure fiber locates /stakeouts are completed accurately, timely and issued to our customers as promised

"! Represent our carrier customers in events of fiber disruptions along CN/CP rail. Orchestrate repair, replacement, restoral and continual progress and status updates to clients, company and carrier customers

"! Accountable for new business development within region(s) LG ELECTRONICS North York, Ontario

National Service Manager – Direct Mobile Service (DMS) 2013 – 2015

* Reduced RTAT (repair turnaround time) from 4.1 days in ’13 to 3.8 days in ’14 YTD 3.6 days in ’15 YTD

* Reduced Reclaims (repeat repairs on same product) from 11.1% in ’13 to 8.5% in ’14 8.3% in ’15 YTD

* Increased DMS CPD (calls per day average) from 3.3 CPD to 3.7 CPD in ‘14

* Promise Date Kept (percentage of customer’s appt’s kept.) ’14 Target was 90%. ’14 Result was 94%

* NPS (net promoter score – customer satisfaction) increased from 57% in ’13 to 70% in ’14 72% in ’15 YTD

"! Direct leadership, expansion and development of our Direct Mobile Service organization in BC, AB, MB, QC and ON.

"! Over past year the DMS technician base has grown by 33% across Canada. Service rate by in-house technicians has increased to 40%. Accountable for all recruiting and resource planning / allocation

"! Achieved 0 zero lost time accidents. Developed and implemented H&S Procedures. Trained technicians

"! Direct leadership of direct outsourced repair vendor in GTA. 6 Technicians and Team Lead

"! Utilization and implementation of fleet management and route optimization initiatives

"! Meet KPI’s through balanced approach. Developed and introduced DMS Scorecard and Incentive Plan

"! Act as prime service advocate for LG in-home service escalations through to resolution

"! Utilize “Go To” Meeting and Skype technologies to interact and meet with remote employees

"! Utilize GSFS and GERP to actively monitor parts usage and service order lifecycle

"! Extensive knowledge of Microsoft Map Point

ROGERS COMMUNICATIONS Toronto, Ontario

Canada’s leading provider of voice, video and data communications complimented by solid broadcasting and media solutions to meet the needs of Canadians.

Field Support Manager – Maintenance Control Centre – Ontario (Promoted) 2012 – 2013

* Reduced unnecessary truck rolls by 200% since mid-2012 saving in excess of $250k to date

* Exceeded MTTR’s for outages and customer impacting events through 2012 and into 2013

* Achieved exceptional employee engagement results. 94% April ’12

* Managed 4M opex budget to favourable result. Underspent by $125k

"! Oversight of Maintenance Dispatch COE. (Workload & Resource Allocation 24/7/365)

"! Responsible for the performance management, progression planning and continuous development of 22 COE agents, 2 Senior COE agents, 2 Team Managers, 2 Project Analysts

"! Achieved overall departmental deliverables and goals, including opex/capex budgets, project timelines, forecasting and resource planning

"! Fostered positive and influential relationships with NOC, Fulfillment, Head End / Fiber and Construction / Planning operations to achieve corporate and customer expectations DALE SCHROBBACK Phone: (289) 338 - 8678 ! Page 3

"! Developed and enhanced existing monitoring / system tools and processes to maximize effectiveness and timeliness towards monitoring HFC, access layer and Fiber plant as well as system powering and backup power supply infrastructures

"! Perform root cause analysis and initiate failure reviews in order to mitigate reoccurrence and to provide resolution and/or action plans to executive leadership

"! CQI – Continuous development, enhancement and implementation of preventative maintenance programs to mitigate system outages, downtime, negative customer impact and subsequent rework Field Quality Operations Manager – Ontario (Promoted) 2008 to 2012

* Co-developed and implemented NPS customer satisfaction program

* Implemented IFQA field quality program. Yielded $500k+ towards end of 2012

* Reduced opex spend by 200k

* Managed 5.5M opex budget to favourable result. Reduced opex spend by $200k

"! Effective management of “day to day” Field Quality (Inspections / Audits), Underground Cable Repairs and Work Order Control operations while striving to exceed all KPI’s and attainment of $5.5M dollar budget

"! Successful in developing progressive collaboration and synergies with peer groups such as Engineering, Learning and Enablement, Customer Experience and Logistics / Supply Chain to achieve quality alignment and customer experience expectations

"! Developed and implemented Work Order Control SLA, Commercial Inspection Procedures and Maintenance

“End to End” Audit process documentation.

"! Played key role in launching NPS program. Lowered overall CBC rate by 10% in 2010 vs. 2009

"! Implemented IFQA (Integrated Field Quality Assurance) program in August 2010. To date, quality performance results have increased 15% YTD and in excess of $500,000 dollars has been recouped in penalties associated to non-conformance and volume of defects observed in the field

"! Tendered and awarded work to 6 third party underground wire repair firms. Effectively improved “spot and partial repairs” by 90%. Reduced “opex” spend by 200K in 2009

"! Achieved 0 (Zero) lost time injuries across entire workforce 2006-2010 through continued focus on proactive H&S training, planned and unplanned vehicle inspections and field visits on quality technicians and through onsite customer interactions

"! Managed supply chain / inventory operations of Roger’s Mississauga’s Wolfedale road warehouse. Effectively managed turns and inventory levels to reduce inventory levels while minimizing back orders. 4 employees.

Field Quality Operations Team Manager – GTA (Promoted) 2006 – 2008

"! Promoted to Team Manager from Inspector / Trainer

"! Hired Inspectors within GTA and trained team on inspection methodology and process

"! Developed contractor coaching and mentoring checklist

"! Maintain close and collaborative relationships with National Field Training and Engineering groups

"! Achieved 0 (Zero) lost time injuries across entire workforce 2006-2010 through continued focus on proactive H&S training, planned and unplanned vehicle inspections and field visits on quality technicians and through onsite customer interactions

Field Operations Quality Inspector – PYE (Promoted) 2003 – 2006

"! Performed planned and targeted inspections and quality audits on technicians completed installation and service work in the field and at customers’ homes

"! Confirmed Engineering specification and installation and service standards were adhered to

"! Performed reporting on technician craftsmanship and issued rework orders

"! Targeted problematic contractors and/or in-home technicians with poor random inspection performance

"! Applied chargebacks for defective and non-compliant work DALE SCHROBBACK Phone: (289) 338 - 8678 ! Page 4

"! Work closely with City and Regional councilors and/or by-law officers on temporary cable installations on boulevard trees / structures

"! Assist in managing and resolving customer escalations due to onsite damage, repeat trouble calls and/or rude / inappropriate technician conduct

"! Certified new technicians prior to issuing technician ID’s

"! Meet and speak at various in-house and contractor team meetings of the status of their quality, cost of rework and opportunities for improvement. Rewards and recognition provided for customer compliments and positive emails / feedback from customers.

Field Operations Technician – Shaw / Rogers 1992 – 2003

"! Perform installations of cable and services for customers in their home

"! Perform commercial installations

"! Install and configure hi-speed internet lines, bind modems, configure NIC’s as well as troubleshoot and resolve IRQ errors preventing connectivity and load and install Rogers / Shaw @Home internet software.

"! Install home HD and HDPVR set top devices to Rogers / Shaw standards

"! Maintain exceptional customer satisfaction s measured through NPS and CMP programs

"! Work at heights of 20-30’ to install or repair cables

"! Follow, adhere and be knowledgeable on all applicable company and ministry prescribed safety procedures EDUCATION

SENECA COLLEGE: Business Applications. Quality Concepts. Performance Excellence PROFESSIONAL DEVELOPMENT

Quality & IT

-! Project Management

-! Quality Standards:

"! Performance Excellence (Seneca

College)

"! Quality Concept (Seneca College)

-! A+ certification (CompTIA)

LG Electronics

-! Microsoft Excel 2007/2010 (Level II -

Intermediate)

-! Microsoft Power Point 2007/2010 (Level II -

Intermediate)

-! OZ Principles of Accountability

(Independent)

-! EDW Level 1 (LG In-House)

-! Microsoft Map Point (Independent)

-! Managing Conflict (LG In-House)

-! First Aid - CPR/AED (Independent)

-! The Emotionally Intelligent Leader (LG In-

House)

-! The OZ Principles of Personal

Accountability

-! MOL JHSC Management Certification (Cert

ID G40898)

-! Microsoft – Word, Excel, Power Point, Map

Point

-! EDW Level I & II

-! GERP, GSFS

-! Intentional Leadership (In-House)

Rogers Communications

-! Managing Matters

-! 7 Habits for Managers

-! Coaching for High Performance

-! Interviewing for Success

-! Objective Setting, Planning and Delegating

-! Connecting Your Team to the Big Picture

Health and Safety

-! Certified JHSC Management Member

through MOL Level I & II Service Cert ID:

G40898

-! WHMIS, First Aid (AED), Book 7, Ladder

Handling, Fall Protection, Electrical

Awareness

!

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