Customer Support Workforce Manager

Calvin Flowers Sr

**** ******** ******* **, ******** GA, 30067

954-***-**** *******.******@*****.***

www.linkedIn.com/pub/calvin-flowers/55/957/430

Driving Maximum Business Value with High-Quality, Top Performing Customer Support

Versatile and accomplished Operations Leader, responsible for fault management and response, service and escalation management, development and maintenance of network architecture, network implementation, and project execution. Advanced technical leader, who is results-oriented, Kaizen process driven, and has a strong passion for service availability, ensuring both the success of the ongoing operations, as well as meeting the demands of rigorous SLAs. Responsible for delivering both the strategic and tactical structure needed to support and operate a high volume, high-transaction, dynamic 24/7/365 Operations environment.

Core Competencies:

Team Developer & Mentor

Six Sigma, Kaizen Process

Project Management, Requirements Gathering

VSAT, Cisco, SaaS, WIFI, 3G/4G, DAS and Small Cells (Femtocells, Picocells, Microcells and Macrocell Towers)

Performance Metrics & Process Improvement

Developing of Network Operation Centers

Financials: Budgets, ROI, P&L, Cost Controls

Vendor Negotiations & Management

Network Operations Workforce Management

Change Management

Risk Management

Team Building

Strong Technical Altitude

Talent Development

EXPERIENCE & ACHIEVEMENTS

Employbridge, Prologistix

Leading the largest 3PL/4PL Logistics provider assuring maximum growth and development of Logistics Operation through efficient workforce management and continuous improvement.

Account Manager (2018 – Current)

Ensured that all customers receive dedicated workforce management to constantly reach all establish KPI’s and SLAs, while capturing performance data to validate all new hires while developing new processes to continue to go above and beyond customer expectation. Continuously assess the state of the workforce to determine improvement opportunities through detail reporting and training, while working in collaboration with other business units and 3PL. Manage escalations internally and with partners for the timely communication and resolution of all workforce issues that may occur.

Key Projects and Impact:

Managed five different worksites with a total of 370 employees while managing a $20 million-dollar annual budget.

Reduce headcount while increasing efficiency, through rigorous training and job screening selection.

Reduced teams operating cost by 27% while increasing output by seven million dollars by creating new streamline support processes.

Implemented a certification program that allowed a workforce pipeline to be created to assist our customers to “on demand” needs without having a huge learning curve.

Provided hands on “World Class Customer Service” directly to the customer that built a win/win culture that produce an elite partnership.

Created a 24/7 customer support tier system to allow every shift (24/7) to feel the “hands on” support from Employbridge regardless the time of day.

Hands on with driving change to build a winning culture on all customer sites.

Develop tools for better reporting in a dashboard like setting to communicate clear and precise data to the senior leadership team.

Global Eagle, Miramar, FL

2008 – 01/2018

Leading global provider (75% market share) of communications, connectivity, and content services to remote locations (primarily the maritime, Land, aviation, and government markets) around the world via satellite.

SR DIRECTOR, Global Service Assurance (2013 – 2018)

Ensured that meaningful network metrics related to established SLAs, availability, capacity and performance are captured, validated and reported. Continuously assess the state of the network to determine improvement opportunities working in collaboration with other business units. Manage escalations internally and with partners for the timely communication and resolution of all Network operations issues.

Key Projects and Impact:

Managed seven diverse teams of over 151 employees (Seven direct reports) and a $50M/yr. operating budget.

Deployed support structure where six individual teams (NOC, Network Management, Network Engineer, Field Engineer, Solution Engineer) were able to act as one highly effect team.

Reduced teams operating cost by 35% while increasing output by creating new streamline support processes.

Implemented inContact phone system, Sisence and updated internal incident system to better track customer data and stream line KPI’s to provide more efficient cost per service call.

Provided key support in building and deploying of new MTN Nexus Products (LTE, 3G/4G, WIMax, WIFI), this allows cruise ships to seamlessly switch from operating over VSAT to WIFI without any human interaction.

Provided expert advice in deployment of MTN’s Next Generation Networks.

MANAGER, Network Operations (2011 – 2013)

Managed Network Services, NOC, Technician Tier I, II and III on the day to day operation. On call 24/7 for any Network or RF escalation that Network Ops Tech II or III were unable to resolve. Preform root cause analyze for all major/reoccurring issues that we may encounter. Creates Bandwidth reports, process flow diagrams, Pivot tables, histograms, whitepapers, for training materials and network products. Project Lead for Lean Six Sigma internal process improvement. Key Projects and Impact:

Managed three diverse teams of up to thirty employees and a $12M/yr. operating budget.

Provided expert Wi-Fi\Network design for customers, resulting in 40% revenue increase.

Provided key support for successful contract renewals with MTN largest customers.

Designed and deployed new Core WAN Optimization Infrastructure, reducing overall Internet Café bandwidth by 52% and improving customer satisfaction.

Managed successful installation of >120 vessels with WAN Optimization solution in four months.

Reduce travel cost by 27% implementing strict KPI’s to eliminate revisits to customers.

SUPERVISOR, Network Operation Center (2008 – 2011)

Worked on Tier III issues for customers, prior to dispatching Field Technician. Create the day to day tech schedule while making sure there was little to zero overtime. Trained all new hired technicians and safe that was preforming under satisfactory level. I was the overseer of our SLA protocols and quarterly team building outings. Key Projects and Impact:

Reduced Overtime to a minimum saving the company 1.8 million

Create a positive and strong work team (Team Building, Continuous improvement)

Develop a state of the art training program for the Operations team.

SERVICE EXCELENECE INC. in Lanham, MD 2003 – 2008

A customer experience measurement and solutions provider with a comprehensive focus on performance management, customer intelligence and research. For over 17 years, they have developed partnerships with clients in open and collaborative ways and react with flexibility to their changing needs.

LEAD, Network Installation Technician

Oversaw the day to day operation of all network installation techs. Acted as the liaison between the customer, field techs and NOC technicians. Managed/monitored network systems using iDirect, iMonitor and iSite for over 12 different companies that run through our NOC.

Key Projects and Impact:

Managed a diverse teams of up to thirteen employees and a ~$1M/yr. operating budget.

Provided expert installation plan for customers, resulting in 40% revenue increase.

Provided key support for successful contract renewals with Service Excellence largest customers.

AUTOMATED CABLE SERVICE INC. in Lanham, MD 1999 – 2003

ACS is a QUALITY, industry-certified company that provides network solutions for all communications systems and telecommunications technologies.

Project Coordinator

Directed and coordinated contracts awarded to the company. Supervised and scheduled network technicians for all customer installs. Served as primary customer relations manager while handling inventory and maintaining internal company records and reports. Orchestrated repairs for network fiber and data drops, Ethernet switches and general network issues.

Key Projects and Impact:

Lead Project Coordinator for the Social Security Administration installation contract with a diverse teams of up to eighteen employees and a $2M/yr. operating budget.

Provided internal KPI’s to lean our installation processes resulting in 23% revenue increase.

Provided key support for successful contract renewals with ACS Inc. largest customers.

EDUCATION & TECHNICAL SKILLS

Six Sigma, Nova University 2012

Certified Workforce Manager, Bench Mark Portal 2014

Information Systems Management, Strayer University 2012

Computer Network Systems Engineering, ITT 2003 – 2005

Business Administrations, DeVry University 2001 – 2002

Technical Skills: Cisco Networking, iDirect, SeaTel, Orbit, KNS, Riverbed WAN Optimization, A+, Network+, MS Office

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