Operations Manager Customer Service
Resume:
JOHN CESARE
Belmar, NJ *****
*****.**********@*****.***
Senior Operations Manager ■ Information Technology (IT) ■ Fortune 500 Exceptionally reliable with more than 20 years of operations management experience leading unionized teams at Fortune technology company. Since 75% of my conversations revolve around customer service, operational excellence is my passion for achieving corporate strategic initiatives. People-person focused on collaboration and communication for employee performance improvement and
Work Experience
Administrative Security Dispatchers/Schedulers
United Security Inc. - Red Bank, NJ
2023 to Present
• Maintain knowledge of the location and the status of various security personnel.
• Create accurate communications logs and accurately report incidents in incident management databases.
• Provide situational awareness of issues occurring throughout the region through internet observation, news media reporting and establish inter-group communication with other support elements.
• Utilize geographic information systems to ascertain potential risk and incidents that occur in the vicinity of the company’s assets.
• Provide information for investigative purposes by making use of data and information available in sensitive security databases.
• Utilize SharePoint sites, Winteam, and Microsoft Office Suite programs to generate reports and access security related information.
• Make common sense decisions and exercise action during high tension and stressful situations.
• Conduct training of newly-placed peers in all duties of the job, provide training updates to supervisory staff as needed.
• Interact in a positive and professional manner with all employees, customers, consultants and vendors. Licenced Fulltime Real Estate Agent
NextHome Force Premier Realty - Township of Howell, NJ September 2022 to Present
· Demonstrate exceptional lead generation by utilizing aggressive marketing and personal referrals from satisfied buyers and sellers to develop extensive client base
· Educate buyers and sellers about all aspects of the housing market and property sales process
· Supervise all marketing activities and keep track of which strategies lead to an increase in interest in properties and the business
· Open Houses
· SoMe Marketing
· Prospecting and Farming leads
Regional Operations Manager
CenturyLink, Inc. - (Clinton, NJ)
April 2012 to April 2020
Spearhead regional daily operations of outside and inside plant technicians whose work includes installation and maintenance of residential, business, and central office as well as design services and splicing activities. Partner with local, state, and federal officials on network planning and implementation across NJ and
VA. Address all Public Utility concerns and coordinate disaster preparedness planning. Supervise and coach outside technicians who perform variety of customer-facing technical job functions. Appear in court and arbitration proceedings on behalf of the company.
· Oversee $25 million capital and operational budget plus handle material procurement, logistics, workforce allocation, and staff hiring of 254 union employees and 15 supervisors
· Manage security of 272 properties, including warehouses, central offices, and pole yards along with fleet operations of 286 vehicles
· Achieved 8’s on 9-point scale across eight years for personal performance appraisals based upon metrics for installation intervals, quality of service, sales, and behavior components including collaborative, team builder, communication skills, performance management
· Conducted contractor invoice financial audit uncovering 15% installation fees overbilling resulting in reimbursement of $275,000 for 50 jobs and hiring of full-time audit person in 2018
· Review customer trending metrics for analytic driven leadership during 1:1 meeting with supervisors tracking daily, weekly, and monthly performance enabling forecasting and scheduling
· Host community forums (Quarterly or upon request) to address community concerns regarding
· Focus on training, coaching, and development of employees with regards to new processes and quality standards, customer contact, safety, emergency management and disaster recovery, expense control, and technical skills by holding weekly, monthly, and quarterly meetings
· Compose Methods and Procedures for workgroup
Manager Engineering & Construction
CenturyLink - Qwest (Minneapolis, MN)
February 2007 to April 2012
Managed and administered engineering and construction activities within local implementation division for Minneapolis/St. Paul area providing efficient operation providing quality service in timely manner. Delivered strong leadership, collaboration, and communication skills for cross-functional teaming with bargained and non-bargained personnel, contractors, and external vendors. Served as market lead for engineering and construction matters ensuring local, state, and federal compliance.
· Performed economic analysis including internal rate of return analysis, discounted payback period, net present value, profit index, buy-vs.-lease analysis, cost-benefit analysis, and breakeven analysis within departmental $100MM
(million) capital and operating budgets
· Managed, hired, and supervised staff by of 40 supervisory telecommunications engineers including appraising performance, training, administering salaries, and communicating department objectives
· Mentor and coach 52 Local Network Implementation engineers on guidelines and direction on designs and plans to evaluate and implement new services, technologies, and products within established standards
· Collaborated with to bring in additional revenue, manage within approved capital and expense budgets, optimize capital expenditure and contribute to improved customer quality and overall network strategic growth
· Develop and implement innovative processes and programs providing high-quality service within established time frames and meeting defined financial criteria
· Stayed abreast of industry issues and technologies through continuing education and actively participating in state and local industry committees and forums
(Economic Development, quarterly technology training and professional organizations.
· Partnered with emergency services on outages affecting 911 system, Federal Aviation Administration, and critical response system ensuring safety and compliance regulations
· Approved final design of telecommunication network for Minneapolis/St. Paul area
(for all telecom engineering programs and initiatives Education
Master of Science in Cybersecurity
WGU - New York, NY
Present
Juris Doctor
William Mitchell College of Law - Saint Paul, MN
August 2006 to May 2009
Master of Arts in Criminal Justice
University of Massachusetts - Lowell, MA
June 2004 to January 2006
MBA in Management
University of St. Thomas - Minneapolis, MN
August 2001 to May 2003
Master of Science (MS) in Telecommunications Management Saint Mary's University of Minnesota - Minneapolis, MN August 2000 to August 2001
Bachelor of Science in Political Science
Palm Beach Atlantic University - West Palm Beach, FL, US Skills
• Change management
• Conflict management
• Compliance
• Customer service
• Data analytics Key Performance Indicators
• Diverse workforce Inclusion & diversity
• Inbound & outbound operations
• Performance objectives Appraisals
• Program management
• Team development Employee training
• EHS
• OSHA
• Disaster Recovery
• Emergency Management
• Legal Research
• Process Improvement
• Data Warehouse
• Performance Management
• Computer Networking
• Agile
• Business Analysis
• Team Management
• Research
• User Acceptance Testing
• WinTeam
• Project management
• Microsoft Excel
• Change management
• Medical billing
• Communication skills
• Word processing
• Analysis skills
• Organizational skills
• Computer skills
• Budgeting
• Leadership
• Strategic planning
• Property management
• Math
• Customer service
• Microsoft Office
• Time management
• Google Suite
• Accounting software
• QuickBooks
• Construction
• Sales
• Marketing
• Supervising experience
• English
• Manufacturing
• Lean manufacturing
• Continuous improvement
• Microsoft Powerpoint
• Adobe Creative Suite
• Graphic design
• Google Analytics
• Business development
• Windows
• B2B sales
• Microsoft Outlook
Links
linkedin.com/in/johncesare7
Certifications and Licenses
Real Estate License
Google Cybersecurity Certified
2023 to 2023
Real Estate Broker
Driver's License
January 2020 to January 2024
Certified Property Manager
CMCA
Assessments
Principles of accounting — Proficient
May 2023
Preparing financial records according to federal policies Full results: Proficient
Management & leadership skills: Impact & influence — Proficient January 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Project timeline management — Proficient
January 2023
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Attention to detail — Proficient
April 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Supervisory skills: Motivating & assessing employees — Completed February 2023
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Completed
Basic maintenance and repair — Proficient
May 2023
Performing basic repairs and maintenance for apartment complexes, office buildings, and other facilities
Full results: Proficient
Work motivation — Proficient
February 2023
Level of motivation and discipline applied toward work Full results: Proficient
Management & leadership skills: Planning & execution — Proficient June 2023
Planning and managing resources to accomplish organizational goals Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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