Robbin Spears

**** ****** ******

Olympia Fields, IL

847-***-****

adt14f@r.postjobfree.com

CAREER PROFILE

Compelling leader in technology and training with more than 20 years of progressive experience with developing and influencing teams utilizing extensive industry knowledge to create solutions to enable optimal performance. Expert quality assurance and continuous improvement agent with the ability to effectively manage competing priorities using proven project management techniques. Consistently maintains the ability to effectively communicate technical and business concepts with colleagues and key stakeholders.

PROFESSIONAL SKILLS AND ABILITIES

Quality Assurance Policy/Program Development Operations Management

Training & Development Continuous Improvement Contract Negotiations

AREA OF EXPERTISE

Lean/6 Sigma BAU/PLS Program Distribution Quality of Service (QoS)

Voice-over IP (VoIP) Domain Name Services (DNS) Network Troubleshooting

PROFESSIONAL EXPERIENCE

AT&T (1998 – 2020) Dallas, TX

Sr. Specialist/Program Manager 2017 – 2020

Effectively managed vendors by ensuring the work they performed was aligned with network projects. Created and implemented high quality standards that enabled cross functional teams to improve collaboration for special projects. Provided technical and fundamental training resulting in improved productivity. Led team in clarifying expectations and defining roles in meeting organizational goals and objectives. Implemented expert quality assurance practices to ensure consistent customer satisfaction.

Improved participation in company network information sharing by 15%

Decreased vendor and contractor cost by 10%

Sr. Specialist/Business Manager 2009 – 2017

Provide consultations services to managers allowing them to effectively lead their teams and reach performance goals. Assessed training needs and identified areas of opportunity in order to help design, develop and executed attendance training needs in alignment with HR Practices and policies. Publish and produce quarterly Attendance News Letter as well as a Monthly Attendance Brief 3.5 that gives managers 3.5 tips on how to better manage and improve attendance.

Conducts monthly audits on attendance records with efficiency based on National

Dashboard Results. Championed the monthly maintenance of all Midwest billing errors. Played a key role on Six Sigma teams working with Lean projects.

Decreased organizational absentee rate by 45%

Reduced organizational/departmental Overtime costs by 35%

Network Plant Engineer 2005 – 2009

Accurately maintained network according to organizational protocols. Provided information about network and technology usage to assist end users. Identify practical business process changes to be aligned more efficiently with technology. Utilized proven time management skills to effectively coordinate and distribute BAU and PLS projects. Played a key role in implementing and maintaining attendance and performance management programs.

Flex time was earned at 30 min intervals when employees met a minimum of 95% adherence to "As scheduled" shifts.

Improved Employee Engagement by 15%

Performance Manager 2002 – 2005

Instrumental in the continued development, implementation of business goals, objectives and initiatives. Build effective internal partnerships with business leaders and stakeholders by utilizing proven communications skills and techniques. Consistently establish and monitor metrics to measure organizational business continuity. Successfully manage competing priorities with the ability to drive sales and optimize customer service initiatives. Implemented plans to improve customer service and satisfaction.

Increased New Service order revenue $ by 70%

Increased overall sales for Teams/Center by identifying key target projects and implementing an incentive program.

Customer Service Specialist 1998 - 2002

Consistently provided excellent customer service to internal and external customers. Used results-driven coaching skills to help build and inspire staff. Offered guidance to team members on how to positively interact with clients. Led efforts to improve customer experience with innovative tools and resources. Improved business relationships and gained recognition from leadership team and granted more responsibilities.

Improved employee engagement by 10%

Decreased customer complaints by 5%

EDUCATION, TRAINING, CERTIFICATIONS & SYSTEMS

Visual Merchandising Ray Vogue College of Design Chicago, IL

Green Belt Certification AT&T

Leadership Development AT&T

SQL, Access, Microsoft Word, Excel, Power Point

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