Operations Manager Continuous Improvement

Randell Waters Sr.

Atlanta, GA 678-***-****

www.linkedin.com/in/randell-waters *******.******@******.*** Drive Continuous Improvement and Process Optimization with Forward-looking Approach Performance and outcomes-focused leader with a talent for motivating teams to excel. Skilled in managing diverse teams with competing priorities, consistently exceeding expectations by delivering results that align with requirements, operational dependencies, timelines, and customer expectations. Proven ability to build and maintain strong, trusted relationships across all leadership levels, departments, and vendors in multiple states. Skills

− Product and Project Management - Policy / Process Creation and Documentation

− Strategic Planning and Change Management - Employee Support, Coaching, Awards, and Recognition

− Product Lifecycle Management - Training Programs Creation and Delivery

− Metrics Creation, Monitoring, and Improvement

Experience

Primo Water, Atlanta, GA

East Region Manager – Filtration 2023 - 2025

• Led and coached 8 Supervisors and 50 technicians

• Created, documented, and communicated process changes for technicians across eastern US.

• Evaluated, problem solved and implemented changes to method and procedure documentation for front- line associates.

• Lead key strategic projects within the filtration team focused on driving growth and profitability.

• Analyze route productivity measures across Eastern US. COX COMMUNICATIONS, Atlanta, GA

Corporate Field Operations Manager 2015 - 2023

• Overseeing operations across the USA

• Created, documented, and communicated process changes for 5K technicians across the US.

• Managed and exceeded projects expectations within telephony, data, and automation, included tracking of project budgets of $25M+. Applied a structured change management approach and methodology on all projects change efforts.

• Improved customer satisfaction 5% through focusing on quality of installation, time inside each home, and collaboration with boundary partners for addressing concerns quickly.

• Helped create and align key metrics, such as call-in rate, truck roll rate, and trouble call repeat rate KPIs across functional groups, which exceeded organizational goals.

• Evaluated, problem solved and implemented changes to method and procedure documentation for front- line associates, which improved customer and employee satisfaction KPIs by 4%. COX COMMUNICATIONS, Middle Georgia, GA

Field Operations Manager 2010 - 2015

• Led and coached 4 supervisors and team of 28 technicians, focusing on customer satisfaction, high quality, and meeting financial goals. Manager of contract resource for Field Service Department for Southeast region.

• Negotiated vendor contracts for residential installation, trouble call truck rolls, and cable burial, realizing savings of over $500K.

• Improved results of departmental employee opinion survey by 8%.

• Served on Cox Diversity Council for 2 years, developing policies that positively impacted the overall business. COX COMMUNICATIONS, Middle Georgia, GA

Field Service Supervisor 2009 - 2010

• Supervised and coached 12 technicians, primary focus included monthly inspections, quality assurance

(QA) inspections, and customer escalations.

• Analyzed data that identified trends and reduced operational expenditures, departmental and companywide, as a member of the Root Cause Analyses team, realizing millions of dollars in annual savings. COX COMMUNICATIONS, Middle Georgia, GA

System Operations Center Lead 2005 - 2009

• Developed process improvements for Residential, Network Operation, and Cox Business as member of Reliability Team.

• Served as point of contact and instructor for Remedy Tech Console Application related to reporting, tracking of service interruptions, and diagnosis of intermittent service issues.

• Evaluated risk and created policy changes that improved network reliability for Louisiana, Florida, and Georgia markets.

COX COMMUNICATIONS, Middle Georgia, GA

Field Maintenance Technician 2003 - 2005

• Performed preventative maintenance signal leakage repair and cable outages restoration of the network.

• Assisted in diagnose and repair of damaged cable and electronic equipment, ingress, batteries, and power supply maintenance.

COX COMMUNICATIONS, Middle Georgia, GA

Field Service Representative 2002 - 2003

• Installed, disconnected, reconnected, and troubleshot video services at customer homes.

• Exceeded sales and first contact resolution goals year after year. Additional Experience

SELF EMPLOYED, Lithia Springs, GA

Home Inspector 2020 – 2024

Conduct comprehensive home inspections, covering interior, exterior, plumbing, drainage, foundation, electrical, and HVAC systems. Ensure all functionalities are operational and maintain up-to-date repair and maintenance records. Provide detailed documentation for buyers and realtors and offer guidance to new home buyers on addressing identified issues.

UNITED STATES ARMY, Fort Hood, TX

Special Electronic / Computer Automation System Repairer 1997 – 2002 Instructed and supervised military personnel in technical and safety training. Conducted weekly sessions to ensure effective troubleshooting and repair of electronic devices during wartime Education Professional Development

− Bachelor of Science (BS), Management, University of Phoenix, Phoenix, AZ

− Associate of Arts (AA), Business, University of Phoenix, Phoenix, AZ

− Leadership Development Course, United States Army, Fort Hood, TX

− Computer Software and Hardware Operative Course, United States Army, Fort Hood, TX

− Radiation Safety Handling Course, United States Army, Fort Hood, TX

− Special Electronic Devices Repairer Course, United States Army, Fort Gordon, GA (898 training hours)

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