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Customer Service Manager

Location:
Cumming, GA, 30041
Salary:
$68 W2/Pre Diem
Posted:
August 31, 2012

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Resume:

RANDY L. MADDOX

**** ********* ***** *******, ******* 30041

706-***-**** cd4wbr@r.postjobfree.com

SUMMARY

Performance-driven team leader, and proven team manager, with broad experience in all aspects of site design, process and procedural adherence, installation, implementation, and optimization of both new and existing cell sites. Proven success with developing project plans including establishing/managing all resource, material, equipment, warehousing, training, and budget requirements and exceeding customer expectations. Extensive logistics experience with managing remote teams and project teams ranging from 4-6 Field Supervisors and 20 - 45 Field Technicians in the Southeast Region.

EXPERIENCE

PYRAMID CONSULTING, INC, Alpharetta, GA 2011-2012

AT&T Mobility Edge to Edge Ethernet to Wireless Cell Site Project Manager – AT&T Louisiana

Managed the implementation and reported on the Market ETTCS Project. Verified milestones (PF&A) were updated in various AT&T System Tracking Tools (such as CASPR). This included infrastructure builds and circuit delivery through Granite Works. Insured that all parties meet their critical milestones and the ETTCS National and Market Projects were in line with the corporation’s goals and timelines.

• Identified, reported, and facilitated the resolution of ETTCS transport deployment related constraints, issues and dependencies. Aggressively drove cross-functional teams to resolutions.

• Reported on the status of transport design, ordering, deployment and turn-up of all transport types identified in the Mobility Cell Site Configurations Matrix; including Core and RAN transport, and Universal Mobile Telecommunications System (UMTS).

• Identified risks, develop and document risk mitigation plans for the Mobility ETTCS program.

• Ensured market contact lists, for cross-functional teams, are updated, distributed and posted for key contacts in Construction & Engineering (C&E), Radio Access Network (RAN), Provisioning Control Office (PCO), Mobility Provisioning Center (MPC), Network Planning & Engineering (NP&E), Fundamental Network Planning, National Edge-to-Edge PMO, Circuit Ordering, Common Systems, Implementation Engineering, etc. that are engaged in the ETTCS program.

• Engaged in the formal ETTCS Change Control processes for the mobility build POR/POE to ensure impact to the ETTCS transport requirements are understood by all cross-functional team members.

• Understand and incorporated the Core Project requirements into service delivery timeline/project plan and ensure that interdependencies are aligned to achieve overall program goals.

ERICSSON (FORMERLY NORTEL WIRELESS DIVISION), Alpharetta, GA 2003-2010

Wireless Implementation/Installation/Integration Coordinator – Wireless Southeast Account Team

Managed the successful day to day operations and scheduling of 5 Field Site Team Leaders and 25+ highly Skilled Base Station Field Technicians. Ensured materials, resource coordination along with cost management of multiple jobs within a project, met or exceeded target expectations of the Account Team and Customer. Jobs consist of: NSB Cell Site Deployment along with 2nd, 3rd, 4th and 5th (F1, F3, F7, QPMs) Carrier Adds, DR and RR frames, General Cabling, Fiber Optic Cabling, RF Cabling and connections, Antenna Line’s PIMs and Sweeps, Alarms and all associated Grounding.

• Provided short and long-term resource requirements and implementation to include training, staffing, skills, tools and processes along with improvements.

• Ensured materials logistics from warehouse to site was accurately and on time.

• Quality assurance of installation’s onsite work and Job Closing Packages exceeded requirements by implementing more stringent checks and balances. Included site photos, BOM, PIMs and Sweeps of Lines and Antennas.

• Interfaced with Order Management, Project Management, Sales Team, Customer Service and Marketing to establish installation schedules and gauge Customer Satisfaction. Provided Sales Quotes for Services.

• Direct interface with RF Engineering on problem resolution and customer’s future growth needs.

NORTEL NETWORKS, Alpharetta, GA 2000-2003

Southeast Region Engineering Resource Manager (2000-2003)

Effectively developed scheduling and managed an efficient, multi-function, multi-product engineering work force, consisting of 20 plus engineers within the Continental US that delivered a variety of on-time Best in Class Telecommunication product lines with unsurpassed quality to our customers.

• Utilized Priorities/Goal Setting Process for team members. Conducted communication meetings and reviews with Engineering Teams, Engineer Primes and Manager to gauge market direction and where immediate attention or improvements may be needed. Reward and recognize employees for extra efforts, successes and above and beyond performance.

• Ensured that engineering resources were developed and efficiently utilized in order to optimize the corporation’s profitability while cultivating those resources for the future.

• Participated as an active part in committees and sub-teams that helped drive process enhancements, organizational consistencies and operating cost reductions.

• Teamed with Talent Leader and Engineering Prime communities to ensure that the engineer’s development plans and product training were aligned with Fast Growth product markets, with focus on engineering functions that added value to the corporation and were deemed as core competencies.

• Utilized reports supplied by the Engineering Business Center and knowledge of applicable software tools to monitor On Time Performance, Job Start Gates and Engineering Quality/ Performance, Informational Job-Notes to trend and gauge areas where focus was needed along with corrective actions to be taken.

• Ensured Root Cause Analysis follow up was completed, reviewed and understood by teams. Focused on improvements and enhancements that drove for better engineering quality in regards to lowering the number of Engineering Errors per job.

Installation Operations Coordinator BellSouth Account Team (1997-2000) 1997-2000

Assisted Operations Manager with managing 5 supervisors and 40 field technicians over four states, in a manner that ensured that company commitments to our customers were satisfactorily met. Provided project coordination/management and support within the customer account team to ensure NORTEL’s operating objectives and core values were met or exceeded. Acted as Operations Manager’s Delegate upon his absence.

• Applied technical and process knowledge support for multiple aspects of various projects contributing to the overall success of projects and functional objectives.

• Interfaced with supporting groups to ensure all project dependent deliverables and requirements were met in a timely manner.

• Ensured quality of installation’s Job Closing Packages exceeded requirements of the corporation by implementing more stringent checks and balances.

• Took an active part in developing Firm Price and Non-System Revenue Quotations.

• Interfaced with Order Planning, Sales, Customer Service and Marketing to establish installation schedules.

• Direct interface with BellSouth and NORTEL Engineering on problem resolution and customer’s future growth needs.

• BellSouth Account Team’s PLEXUS and New Process Prime. Responsible for account team readiness for implementation of new software tools. BellSouth Account Team Optical / Access Transition Prime.

• Managed account teams readiness for introduction into Optical / Access product lines. Trained and certified on OC-48 and OC-192 Optical Product Installation and Integration.

EDUCATION

Diploma, Telecommunication Technology, Gadsden Technical College,

Gadsden, AL

AWARDS AND ACHIEVEMENTS

Recipient of numerous Customer Service and Account Teams Spot and Pride Awards

Recipient of 1993 PRIDE Club Award in San Diego, CA for Outstanding Customer Service

Top 6% Top Talent rating on BellSouth Account for 2000

Recipient of the 2000 Voyager Top Tier Pride Award Top 1% of Company

2008 Rated as one of Most Effective Employees in the Top 5% of Company

PROFESSIONAL DEVELOPMENT

• Problem Solving and Decision Making

• Negotiating to Yes

• Kepner Tregoe-Project Management Trained

• Stephen Covey-Seven Habits of Highly Effective People

• Management Fundamentals and Managing within the Law

• Management Leadership Forum • Management Assessment Program

• CSAM – Customer Service Account Manager Trained

• On Site Team Leader Trained

• Team Leadership Trained

• Quality Assurance Trained

• ISO Trained and Audit Experienced

COMPUTER SKILLS

MS-Excel, MS-Word, MS-PowerPoint, MS-Project

Adobe Acrobat,

AT&T SYSTEMS: ESNAP, CASPR, GRANITE WORKS, E-PADD, Various SharePoint Sites with Trackers, ACAT, Report Building & Downloading from ETTCS Control Center, Q Enterprise Messenger

Internet Communications

Outlook, AOL and MSN Email Applications

Windows 95/98/2000/Millennium/XP/VISTA

Macintosh and PC Applications



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