Business Development Call Center

Claude D. Dyson

**** ******* ***** *****:254-***-****

Georgetown, Texas 78628 *********@*****.***

(Senior Management - Operations – Business Development - Telecommunications - Facilities Management)

SUMMARY OF QUALIFICATIONS

A results-driven executive with extensive expertise in construction, facilities management, and business operations across telecommunications, call centers, field operations, and financial institutions. Successfully launched and scaled three startup companies into fully operational businesses. Led operations for a network of 238 banks, overseeing telecommunications, network infrastructure, staffing, support, and ATM services. Managed multiple facilities for a major call center with over 3,800 employees, directing telecom operations, design, procurement, security, mail services, medical and food services, maintenance, site planning, construction, vendor management, and strategic planning. A skilled negotiator with a track record of managing complex, multi-faceted projects while ensuring timely execution, budget adherence, and resource optimization.

PROFESSIONAL ACHIEVEMENTS

Doota Industrial America, Round Rock, TX 02/2023 - Current Director of Operations

● Developed a business plan for infrastructure products, telecom cabling and fiber optic backbone, etc.

● Assisted in the development of the first bid to Samsung Taylor

● Developed an operational budget, office structure, materials management, and staffing

● Recruited several key personnel

● Designed the on-site facilities and identified the critical personnel at Samsung Taylor

● Wrote and developed Business Continuity & Disaster Plan, Change Management Plan, and Emergency Preparedness and Evacuation Plans for all sites

● Developed a position for new business development Texas State Technical College, Hutto Campus 10/2015 – 04/2021 Director/Instructor - Global Telecommunications, Networks

● Provide instructional services to certificate and Assoc. level students

● Provide prospective students an insight to the Global Telecom program

● Develop an exciting, meaningful and rewarding curriculum using all educational tools available

● Develop recruiting opportunities

● Assist other departments and instructors as needed db Communications Inc., Harker Heights, TX 06/2004 – 02/2015 Owner-Consultant

● Provide services for a startup company. (Product offerings, customer identification, market development, contract negotiations and technical skill sets)

● Negotiated with VOIP carriers for product offerings.

● Developed budgets for operations, sales, service, and special projects

● Negotiated and provided project management for numerous network cabling contracts on Fort Hood. Contracts on Fort Hood required a number of technicians with multiple skill sets varying from cable puller to network design engineer. Schedule management of projects developed requirements for certain technical skills that were not available in the local market within the time frame needed. Total operational management of company from top down. Developed company into a multi-functional service organization. 1

FOLKERSON COMMUNICATIONS LTD., Harker Heights, TX 02/2004 - 05/2004 Senior Operations Manager

● Directed operational staff in day-to-day requirements i.e. planning, schedules, site surveys and customer support.

● Developed a job cost analysis process for projects, service orders, moves and changes.

● Developed and implemented policies.

● Worked with customers on billing disputes, service requirements, job estimating and product up sells.

● Assisted other departments as needed to meet company goals. BIRCH TELECOM, Austin, TX 2000-2003

Directing Regional Operations Manager

● Managed regional operations of Competitive Local Exchange Carrier (CLEC) including installations, services, policy implementation and contract negotiations.

● Directed a staff of 60 technical employees and 4 managers.

● Led department through bankruptcy and re-organization process.

● Reduced loaded operating expense per install from $125 to $65 through the use of contract labor and developed a network of telecom contractors to support field operations in the eastern US.

● Orchestrated expansion of market in 7 Bell South states, including Technical Support, Sales and Marketing.

● Identified staffing needs, job functions, inventory lines and product support requirements for field operations. Managed utilization and dispatching of staff.

● Spearheaded new products through development life cycle resulting in staple DSL product for Birch. Implemented all processes / procedures related to fielding the product.

● Negotiated with product providers and held providers accountable for contract terms. FIRST COMMUNITY SERVICES, Killeen, TX 1995-2000

Director, SRVP- Telecommunications / Networks / ATM

● Managed IT operations for network of 38 banks throughout Texas.

● Directed the construction of 20 in-store and 6 freestanding banks in 36 months and enhanced infrastructure to include LAN/WAN, frame relay and VolP technology capabilities.

● Established Telecom and Network Operations driving ATM expansion from 15 machines to 1500.

● Launched ATM network services, needs analysis, market research, and vendor selection.

● Negotiated contracts of $18M/year with Wal-Mart to deploy 670 in-store ATM machines in 2 years.

● Designed ATM customer support department and streamlined Telecom customer service by implementing online service request process and call center for support services.

● Managed team of 3 project managers, 1 telecom manager, 1-network engineer 10 support personnel and crews of sub-contractors in site planning and construction. Hired staff and created policies and procedures for ATM, Telecom and Network operations.

● Managed design, support, installation and maintenance of network, telecom, and ATM/EFT projects. Designed Telecom network that supported VolP, and backup designed around ATM.

● Saved $250K/year standardizing computer equipment, LAN/WAN configuration and firewall security.

● Managed multiple facilities, supervised planning, construction, Telecom operations, LAN networks, systems support, call center operations, purchasing, administrative support and contingency planning.

● Developed purchasing department and implemented cost controls at savings of $2K/month.

● Implemented review process that measured vendor performance against contract obligations.

● Re-negotiated long distance services resulting in $5K savings per month.

● Recognized with awards for leadership and outstanding operations support. 2

SALLIE MAE SERVICING CORPORATION, Killeen, TX 1991-1995 Senior Director, Facilities / Technical Services

● Managed multiple facilities serving 1000 employees per location, Call Center Operations, LAN/WAN and Telecom operations, design, purchasing, security, mail, medical, food services, maintenance, site planning, construction, vendor liaisons, and contingency planning.

● Led technical / facility team of 49, including several cost centers with a budget of $12M.

● Implemented purchasing cost control, saving $11K on copiers, $5K/year on long distance and

$2K/month on utilities and supplies. Instituted recycling procedures.

● Developed procedures for bomb and terrorist threats, added alarms/CCTV and site security training.

● Redesigned mailroom reducing mail carryover to less than 5% daily, with 3-5000 items processed each day and 40 mail drops every 2 hours throughout the facilities.

● Built Call Center operations from ground up, established Telecom requirements, LAN/WAN, staffing requirements, vendor relations and contingency planning.

● Instrumental in General Contractor selection, workflow design and technology services for 250K SF construction and 50K SF expansion two years later. Director of Operations, Southwest Utilities, Tulsa, OK (1991-1991) Sole Proprietor, Network Resources, Tulsa, OK (1990-1991) Regional Service Center Manager, Centel Communications Systems, Tulsa, OK (1984-1990) Operations Manager, Solid Systems Telecommunications, Midland, TX (1983-1984) Business Partner, Operations, J.A. Dyson & Sons Productions, Lubbock (1982-1983) Manager II, Business Installation/Repair Center, Southwestern Bell (1969-1982)

(Manager I, Call Center Operations, Manager, PBX Installations, Supervisor PBX Repair) PROFESSIONAL TRAINING

AT&T Technical Schools SBC Technical Schools Fleet Management Centel Business Systems Safety Management Telecommunications Safety Management Security Management Network Design Contract Negotiations Call Center University Facilities Management Strategic & Tactical Planning Lifecycle Project Management Purchasing EDUCATION

Kennedy-Western University

Texas Tech University

AWARDS AND RECOGNITIONS

Manager of the Year (Centel Communications) 1986, 1987, 1992 President’s Award (Centel Communications) 1987

Outstanding Performance in Operations and Customer Support

(Centel Communications and First Community Services) 1988, 1997 Leadership Killeen 1995

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