STEVE REESE

Philadelphia, PA • adlf5x@r.postjobfree.com • 678-***-****

Customer Service PROJECT MANAGER OPERATIONS MANAGER

Accomplished, technically trained leader with 20+ years’ experience overseeing complex telecommunications projects, customer service and operations management. Strong focus on bottom-line results and workflow efficiencies that drive customer satisfaction and achieve organizational goals. Partners across functions to coordinate logistics, resources, and areas of expertise. Coach talented teams to exceed company performance metrics.

Elevated team performance to provide a business case for returning previously outsourced positions in-house, creating a culture of engagement and employee satisfaction.

Project managed multiple critical initiatives on time and within budget.

Technical Proficiencies: Remedy Ticketing System, Jira, CSG Customer Intelligence and Amdocs/Comtrac (billing system), Business Element Manager, Number Portability Administration Center (NPAC), PathTrak (troubleshooting), DOCSIS/HSD Tools, WatchTower, Xray, Einstein360, IMS, BTS, ICOMs, Microsoft office and Avaya phone system and call reporting.

Comcast (Contractor) Philadelphia, PA

Program Engineer (November 2019 – 2021)

Supports the architecture, design, development, qualification and deployment of applications consistent with product and technical roadmaps.

Works with engineering project management and Principal Engineers to deliver applications that meet or exceed product requirements, project schedules and reliability.

Develops and applies performance and bandwidth models for interactive applications to document network impacts.

Works with the product development and operations teams to define technical requirements to accompany existing product and operation requirements. Designs and develops use cases in support of the technical requirements. Transforms technical requirements into architectures.

Defines and documents a detailed design to meet technical requirements and architecture.

Assists in vendor technical selection and management including input to specifications and vendor evaluation. Interfaces with outside teams in the development of internal and third-party software to support the detailed designs.

Interfaces with Company test teams to validate Company test plans and procedures are representative of fully exercising and validating the product features and capabilities.

Works closely with development, integration and test teams to ensure product quality. Prepares deliverables for trial and market readiness.

Drives the continuous improvement of deployed systems by consistently looking for ways to reduce costs and improve efficiency.

Supports operations by providing deployment and sustained engineering support for all responsible systems and technologies. Diagnoses and resolves escalated field issues.

Amtrak/Digital Intelligence Sandy Springs, GA

IT Help Desk Manager (August 2018 – November 2019)

Manage IT support team of 25 members. Supported employees on all IT trouble shooting or access for software/applications.

Created reporting to monitor our inbound customer service calls for Coaching, Service Level, Talk Time and Call Volume.

Avaya ACD phone system metric reports to ensure daily/monthly goals are met

Coaching to give applauds and to improve behaviors

Create schedules (break, lunch, work) to ensure proper coverage 24/7

Lead, Develop and Training

Create KB (Knowledge Base) articles for process improve, Technical Writer

SAP

Comcast Norcross, GA

Communication Operations Manager (February 2016 – March 2018)

Manage daily operations and special projects to consistently deliver exceptional value to commercial telecommunications clients. Hire, train, and develop team members across four distinct teams (Customer Service, Quota Management, Dispatch, Work order management and Network maintenance). Oversee escalation resolution via online chat or phone with customers. Work order accuracy team corrected orders prior to the scheduled date. Support residential and commercial technicians with provisioning, troubleshooting and dispatching while in the field. Identify and implement efficiencies while achieve service level goals. Monitor, evaluate, and improve team performance in a metrics-driven environment.

Strengthened troubleshooting practices and response to increase cancellations of in-person technician services, generating profits and enabling return of 15 in-house positions previously outsourced.

Oversaw major office relocation projects, managing contractors, timelines, logistics, facilities, and IT to facilitate a smooth transition.

Selected to direct post-storm recovery efforts to resolve network damage.

Guided team to surpass escalation resolution standards, outperforming 80% metric by 9 percentage points.

Instituted work order management practices to ensure seamless coordination among technicians.

Lead dispatchers, quota management, customer service and technical support staff supporting activities for field techs and customer.

communications technicians. Liaised with management teams, division leadership, and cross-functional partners to facilitate logistics and deliver a seamless customer experience. Transitioned into role supervising commercial technical support operations in a high-volume environment in 2011. Trained and coached a 28-member team on customer service, technical skills, and company standards.

Orchestrated logistics to provide troubleshooting services and provisioning to all commercial clients.

Steered team to meet and exceed all Key Performance Indicators (KPI).

Led team to uphold corporate performance standards for call volume, time-to-resolution, and outage restoration timelines.

Engineered, installed, and serviced residential internet networks (both static and dynamic) in compliance with local and federal requirements.

Helped expand accounts by leveraging product and service knowledge and applying a consultative approach to client relationships.

Developed and implemented new policies and procedures to improve efficiency and service levels.

Oversaw service center relocation project from Decatur, GA to Tucker, GA, and managing logistics to minimize disruption and maintain operational continuity.

Created reporting to monitor our inbound customer service calls for Coaching, Service Level, Talk Time and Call Volume.

Transitioned into role charged with identifying, troubleshooting, and resolving network issues. Responded to outages and

Service interruptions, liaising with service and maintenance personnel to accelerate resolution. Promoted to oversee team of technicians responding to client service requests.

Coached and supervised dispatch, quota, customer service and technicians, allocating resources to sustain high performance.

Produce accurate service and maintenance reporting to streamline logistics and route support staff.

Oversaw new T1 circuit installation projects for commercial clients. Served as principal point of contact to assist clients

with additional features, technical issues, and service needs. Partnered with internal engineering, provisioning, and installation teams to exceed service and quality goals. Coordinated circuit installation and testing with BellSouth and Media One. Led and developed technical team members.

Provided responsive, tailored assistance to customers, driving account expansion, increasing profits, and enhancing customer satisfaction.

Collaborated with internal partners and vendors to deliver seamless installations and service upgrades, consistently delivering projects on time and within budget.

ASSOCIATE OF SCIENCE, BUSINESS MANAGEMENT SHORTER UNIVERSITY

AREAS OF EXPERTISE

Customer Service Management – Project Planning & Execution – Client Service Delivery – Budget Administration Key Performance Indicators (KPIs) – Project Scoping & Scheduling – Resource Allocation – Team Supervision

Quality Assurance – Workflow Management – Compliance – Process Improvements – Cross-Functional Partnerships Active Directory

Communication Operations Supervisor (April 2004 – February 2016)

Team Lead Technical Assistance Specialist (July 2000 – April 2004)

Commercial Project Manager (December 1999– July 2000)

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