Manager Customer Service
Resume:
PETRA (PAT) L. TREVINO
San Angelo, TX 76904
Home 325-***-**** ~ Cell 325-***-****
**********@***.***
PROFESSIONAL PROFILE
• High-performing operations-management expertise in building/optimizing teams and processes to maximize business results in customer service
operations.
• A dynamic leader with experience in planning, developing, implementing state of the art operational solutions and delivering on performance excellence,
while continuing to keep a laser focus on revenue generating opportunities.
• Extensive experience and background in leading cross-functional groups and teams with diverse technical backgrounds towards exceptional performance
outcomes.
• Proven record on dynamic performance with consensus building, team concept management, problem-solving and successful negotiation agreements with
internal and external customers in different geographical locations.
• Proven success and exceptional track record of virtual leadership in team management and operational oversight with teams in different areas and with
different critical goals and objectives
AREAS OF EXPERTISE
• Multi-Site Operations and Management
• Process and Procedural Redesign
• Performance Management and Results Orientation
• Continuous Improvement with Systems, Processes, Procedures
• Expertise in Multiple Lines of Business and Operations including Financial Budget Planning
• Training and Leadership Development
• Problem Solving and Decision Making
• Extensive Expertise in Customer Experience
• Data Center Operations
• Billing and Collections Operations
PROFESSIONAL EXPERIENCE
Director of Network Engineering, Frontier Communications, DFW, TX, July 2010-June 2011
• Full oversight for the management and operations of circuit design and maintenance/repair for all Wholesale business customers.
• Responsible for managing a yearly financial budget of approximately $10M, along with the assigned budgeted headcount and expense pressures that must be maintained under the targeted year-end expectations.
• Overall responsibility for hiring, training, developing, coaching and managing 130+ employees consisting of hourly and management across the different locations.
• Cultivated and maintained excellent relationships with all customers and internal departments.
• Managed project resources, progress, completion timeframes and budget while exceeding key operational performance targets, with results that included:
• Migration from Verizon to Frontier systems in the WV area. (8/2010)
• Established and implemented a national design organization covering the Frontier
footprint to cohesively incorporate the organizations into one company. (12/2010)
Director of Operations, Verizon Communications, San Angelo, TX, 2005-2010
• Provided leadership and had oversight for the management and operations of the provisioning, design, test & turn-up for all Wholesale type ordering and provisioning requests.
• Had full scope for all repair centers, which served as the single point of contact for all customers relative to escalations, trouble ticket creation, ticket status, isolation, outage notification, and disaster recovery of all troubles in their network.
• Had the full responsibility of providing support for all Wholesale customers on all their needs relative to complex service delivery while also ensuring the highest quality in ordering, provisioning, maintenance and repair activities.
• Responsible for managing a yearly financial budget of $15M, along with the assigned budgeted headcount and expense pressures.
• Optimized the overall performance and management of metrics and scorecard performance to ensure all groups and centers had a daily focus on meeting objectives with an awareness to maintain optimum performance levels.
• Accountable for overall responsibility for hiring, training, developing, coaching and managing 180+ employees consisting of hourly, management across three locations.
• Delivered unprecedented operational results and recognized by the largest customer that the West centers were the Overall Best in Performance and Results.
• Managed project resources, progress, completion timeframes and budget while exceeding key operational performance targets, with results that included:
• Overall Year-End Budget and Head Count Target Favorability in 2005-2009
• Texas and West Coast Center Consolidations (03/08)
• Best in Class Chronics process across the footprint 2007-2009
• Best in Class Escalation Process across the footprint in 2008-2009
• Recognized for the Verizon Telecom Customer Experience Award (11/07)
• Consistently performed in exceeding MTTR/RFR objectives 2005-2009
• TL9000 Certification across all West MCO centers in 2007
Director of Customer Service, Verizon Communications, San Angelo, TX, 2000-2005
• Responsible for overseeing and managing the operations of the National Access Customer Center and for meeting and exceeding the expectation of Verizon Wholesale business customers.
• Project management responsibility included coordinating large facility builds, working closely with engineering to fully satisfy customer requirements on ordering of facilities to ensure a successful delivery of installation and turn-up.
• Served as the single point of contact for all customer escalations on ordering, provisioning, test/turn-up and project related issues. Supported the customer through full understanding and execution of complex agreements on contracts, tariffs, and ordering guidelines.
• Had full oversight and ensured close teaming with the Sales Channels to maximize revenue growth in all aspects of the business. Ensured full accountability to maximize Verizon cash flows through accuracy and cost efficient processes of managing the centers to a higher level of productivity.
• Responsible for maintaining and managing a yearly budget of more than $ 10M, along with the assigned budgeted headcount and expenses under the targeted year-end amounts.
• Overall responsibility of hiring, training, developing, coaching and managing 330+ employees consisting of hourly, management and contractors.
• Managed project resources, progress, completion timeframes and budget while exceeding key operational performance targets, with results that included:
• Overall Year-End Budget and Head Count Target Favorability Exceeded from 2000-2005
• Overall Center Mechanization increased from 3% in 2000 to 90% in 2004
• Virtual ISP order processing implemented in the regional locations (2000)
• Customer Segregated Gateway (CSG) Implementation automating electronic order receipt (2000-03)
• Improved revenue growth for ISP Billing by 37% in 2000
• Wireless CCI Results in 2001 were 90% with a target of 55.6%. ISP CCI Results in
2001 were 47.3% with a target of 42% .The CCI results in 2002 were 74% with a 62% target.
• CIM (Call-In Manager) Implementation (2002-2005)
• Overall operational objectives exceeded from 2000-2005
Manager, GTE Telecommunications, San Angelo and Irving, TX, 1996-2000
Manager of EXACT/ISP Ordering (1/2000-9/2000):
• Responsible for the management of the EXACT/ISP Ordering center, which supported Wireless/End User & ISP Customers.
• Hired, trained, developed, coached and managed 135 plus highly skilled employees with oversight of budget responsibilities for a yearly budget of more than $2M.
• Full project management responsibility included coordinating large facility builds, working closely with internal groups to fully satisfy customer requirements and expectations for any and all project requirements.
• Managed project resources, progress, completion timeframes and budget while exceeding key operational performance targets, with results that included:
• ISO Certification for Wireless and End User Teams during the 1QTR00.
• Web Portal Implementation for ISP Customers. (2/2000)
• Decrease in Overtime from approximately 15% monthly in the first quarter to a
below 3% by year-end. (2000)
Manager of NOMC (National Open Market Center) Staff Support (1998-2000)
• Management of the Ordering and Billing Policies, Methods and Procedures for all NOMC centers and for meeting the expectation of CLEC (Competitive Local Exchange Carrier) customers in providing Help Desk support and assistance with products and services provided.
• Hired, trained, developed, coached and managed 30+ highly skilled management employees that analyzed customer requests and advised centers on ordering and billing methods and procedures to insure proactive ordering and billing solutions were created and implemented within the centers.
• Provided onsite SMEs to the NOMC centers that served as the Single Point of Contact for the centers on M&P Support on both ordering and billing issues.
• Responsible for ensuring successful prioritization and assignment of team projects implementing National Standard Policies, Procedures, and Practices for the NOMC.
• Budget responsibilities included maintaining and tracking of a yearly budget of more than $2M.
Accomplishments:
• Implementation of a Web Site for all NOMC M&P/Job Aid Documentation. (1998)
• Jeopardy Standardization Implementation Project for all three NOMC’s. (1999)
• Task Level & Screen Instruction Re-Write and Implementation. (1998)
• Flow through M&P Process Deployment. (1999)
Manager of Wireless Ordering/Billing Operations (1996-1998)
• Responsibility for the overall management and oversight of ordering, provisioning, and billing processes supporting all Wireless Customers.
• Responsible for meeting the expectation of GTE's largest revenue producing customers and presenting a unified and proactive response to the customer on National ordering and billing issues, along with supporting the Sales Channel to maximize revenue growth through maximizing GTE cash flows with the extensive focus on receivables and collections.
• Hired, trained, developed and managed up to 40 highly skilled employees that had responsibility to analyze customer requests and advised customers on ordering and billing issues providing them support on complex agreements and guidelines.
• Full oversight of personnel that proactively administered and controlled accounts on accurate provisioning and evaluation of billing claims.
• Had full budget responsibility for maintaining and managing a yearly budget of more than $1M.
Accomplishments:
• First San Angelo NACC Team to become ISO 9000 Certified. (11/97)
• Managed yearly budget to headcount and was able to incur a savings of 700K from my group's budget allowances in both 1997 and 1998.
• Employee Survey ratings were dramatically improved with the support and change in leadership experience. (1997-1998)
ADDITIONAL JOB HISTORY
1995-1996 Administrator-Information Systems – GTE Telecommunications
1994-1995 Supervisor – IPC Production Control – GTE Data Services
1992-1994 Supervisor – Consumer Sales – GTE Telecommunications
1990-1992 Sr. Security Analyst – GTE Data Services
1989-1990 Sr. Programmer Analyst – GTE Data Services
1986-1988 Sr. Computer Operator-GTE Data Services
1985-1986 Computer Operator-GTE Data Services
1985-1985 Mail Courier-GTE Data Services
1980-1985 Assistant Manager-Zales Corporation-Leased Division
1979-1980 Accounts Payable Clerk-Montgomery Wards
1978-1979 Bank Teller-Central National Bank
EDUCATION
University of Phoenix: Master of Arts in Organizational Management – June 2004
Angelo State University, San Angelo, TX – B.A. Business/Marketing – August 1983
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