Customer Service Six Sigma

Greg Domoleczny

***** ******** **. ****** ****, FL 34603

Phone: 312-***-****

E-Mail:******@*****.***

Objective: To obtain a position where I can implement learned skills and contribute to providing value. SUMMARY OF QUALIFICATIONS:

● Eighteen plus years Customer Service/Network Support AT&T, Inc.

● Eleven years manufacturing/distribution operations Motorola, Inc.

● Disciplined within the following (Customer Service, Logistics, Purchasing, Manufacturing, Distribution, Safety, Vendor Relations, Six Sigma)

● Ability to adapt quickly to new work environments, processes and operating concepts

● Strong communication skills/ innovative thinking/ collaborative

● Airline Industry exposure with regard to Emergency Planning and telecom support PROFESSIONAL EXPERIENCE

AT&T

Arlington Heights, IL

Manager Customer Service – Government, State of Georgia Acct. April 2009 – November 2019

Launched the State of Georgia voice Tier 1.5 helpdesk May 1st, 2009

First 24 X 7 Support Desk; Largest Account with over 250,000 telephone ports supported; Employing eighteen contractors and fifteen full time employees

After Hours/weekends first level escalation support

● Partnered with AT&T Vendor Management Team to develop processes associated with entries to a new ticketing system

● Trained agents how to navigate ticketing systems, process time sheets, expectations, etc..

● Supported after hours and weekend SEV 1 & 2 incidents eliminating the need for hourly support staff resulting in savings equal to 392 staffing hours monthly.

● Conducted monthly random ticket reviews, set and monitored expectations, resulting in quality stats going from 75% to over 95% efficiency

● Audit agent tickets and provide coaching opportunities where applicable Associate Manager/Project Manager - United Airlines Acct. January 2001 - April 2009

● Project Managed deployment of telephone equipment to United Airlines in air-incident crash situations. Resulted in a $24,000 per month contract recognized revenue. Responder to September 11, 2001 with telecom equipment deployed to air crash sites

● Facilitated introductory to data course to voice management team as a result of my education at DeVry Institute of Technology.

● Participated in a Job Shadow exercise working with a fellow manager from Operations and Engineering in Woodstock, IL.

MOTOROLA Arlington Heights; Libertyville;

Harvard, IL

Area Distribution Operations Manager – Cellular Subscriber Group Jan 1988 – Dec 1999

● Promoted from Distribution Associate to Area Manager exhibiting dependability and flexibility, worked with new Six Sigma concepts and adhered to protocols as defined by management.

● Implemented barcode scanners on packaging lines increasing quality by over 80% efficiency

● Engaged prep teams to decrease cycle times resulting in 90% increase of productivity

● Supervised personnel in logistics and implemented a two person truck loading concept reducing cycle times in loading inventory and maintaining 100% safety standard CERTIFICATIONS

● Six Sigma Green Belt April 2010

EDUCATION

● DeVry Institute of Technology 3.6 GPA Telecom Business Mgt Addison, IL 2002 SKILLS

● Microsoft Office Suite

● Customer relation skills

● Team oriented

● Energetic

● Multi-tasking and able to adapt quickly to change

● Flexible availability

● Collaborative (work well in team and independent environments)

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