Customer Service Strategic Planning

EVERETT WALLER

San Antonio, TX ***** 210-***-**** **********@*****.***

Professional Summary

Dynamic and results-driven professional with extensive experience managing large teams and complex operations in the telecommunications and retail industries. Proven track record in optimizing operational efficiency, reducing costs, and driving revenue growth through strategic planning and effective leadership. Skilled in contract negotiation, fraud prevention, and process improvement with a strong focus on customer satisfaction and team development. Adept at managing multiple projects simultaneously and leading cross-functional teams to achieve organizational objectives. Quick to adapt to new challenges and committed to delivering high-quality results in fast-paced environments.

Work Experience

CHIEF OPERATING OFFICER/Small Business Co-Owner 8 years

Mega Vape – San Antonio, United States

Team Management & Operations: Directed daily operations of multiple departments, ensuring smooth and efficient workflows across the organization

Cost Reduction: Negotiated with contractors and vendors to lower costs, maximizing profitability and minimizing expenditures.

Strategic Planning: Developed and implemented strategies to increase operational efficiency, resulting in improved productivity and reduced waste.

Vendor & Contractor Negotiation: Secured retail space leases and supervised the build-out of new locations, ensuring projects were completed on time and within budget.

CUSTOMER SERVICE MANAGER 6 years

SPRINT / NEXTEL PARTNERS – San Antonio, TX

Team Leadership & Management: Managed a team of twelve across five states, providing customer service for large enterprise accounts such as FedEx, Salvation Army, and Deloitte & Touche. Successfully led the team to consistently rank in the top five percent nationwide.

Sales Achievement: Met or exceeded quarterly sales targets by up-selling new devices and extending contract terms for existing customers, contributing to the company's profitability.

Cross-Department Collaboration: Worked closely with Marketing and Sales Management to create plans and pricing that were both customer-friendly and profitable for the company.

Performance Management: Conducted semi-annual performance reviews, provided constructive feedback, and implemented continuous training to ensure high levels of staff productivity and customer satisfaction.

Vice President of Sales 6 years

American Telesource International, ATSI – San Antonio, TX

Sales & Operations Management: Managed sales and technical operations, overseeing a customer service department and operator center with over eighty employees, ensuring efficient and effective service delivery. Strategic Leadership & Business Development: Directed business development initiatives, including acquisitions and joint ventures, and developed strategic plans that aligned with the organization's vision, driving growth and profitability.

Contract Negotiation & Cost Savings: Negotiated contracts with vendors for services, products, and equipment, achieving significant cost savings on critical equipment for the switch and operator center.

Sales Achievement & Revenue Growth: Exceeded sales goals by upselling and cross-selling within the existing client base while strategically attracting new business, resulting in increased revenue and profitability.

Director of Operations 5 years

US Long Distance – San Antonio, United States

Operations Management & Leadership: Managed multiple switch sites, operator centers, and a customer service department, overseeing over 300 employees and ensuring efficient daily operations across all departments. Fraud Control & Innovation: Established and managed a fraud control center, collaborating with vendors and in-house code writers to develop innovative software that significantly reduced fraud, enhancing the company's security and financial stability.

Technical Sales Support & Efficiency Improvement: Provided on-site technical sales support, helping sales representatives answer technical questions and make informed decisions, which led to faster installation of customer interface equipment—reducing the installation time from 10 business days to less than 5.

Cost Management & Revenue Enhancement: Negotiated a 15% discount with vendors for products and equipment services, effectively reducing costs and improving revenue, while also reducing outages to less than 2% per quarter by securing secondary routes, far exceeding the company's goal of less than 5% per quarter.

Director of Operations 2 years

Tex-Net – San Antonio, TX

Operational Leadership & Staff Management: Managed day-to-day operations of a large staff across multiple departments, providing leadership and guidance to subordinate managers and supervisors to ensure smooth and efficient operations.

Contract Compliance & Vendor Management: Reviewed contracts with vendors to ensure compliance with regulations and terms, safeguarding the company's interests and maintaining strong vendor relationships.

Technology Implementation & Process Improvement: Oversaw the implementation of new technology solutions designed to streamline processes, enhancing efficiency and productivity within the organization.

Customer Service & Satisfaction: Resolved customer service issues promptly, maintaining high levels of customer satisfaction and ensuring a positive customer experience.

Education

High School Diploma: Sep 1969

Highlands High School - San Antonio, TX

Real-estate License

Technical Schools:

#4 Electronic Switching System

1A processor

IC Components

Schematic Analysis

Skills

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