Professional

QUALIFICATIONS PROFILE

Remarkably astute, dynamic, and results-driven professional offering more than 10 years of Project Management, Telecommunications Construction, and Customer Service experience. Show competency in conceiving and implementing unique strategies to optimize business operations, elevate productivity, and maximize revenue. Possess stellar reputation in directing all facets of project life-cycle development complemented with superior record of delivering simultaneous, large-scale, mission-critical projects on time and under budget constraints. Hands-on manager with ability to lead, develop, and coordinate cross-functional teams to provide innovative solutions and quality customer service. Proven effectiveness to multitask in fiercely competitive, team-oriented, and fast-paced environment.

AREAS OF EXPERTISE

- Project Management and Operations

- Outstanding Customer Service and Relations

- Continuous Process / Performance Improvement

- Leadership, Training, and Team Building

- Time and Budget Forecasting

- Technical Support and Troubleshooting

- Product Positioning and Development

- Organized with Strong Analytical Abilities

- Articulate Oral and Written Communication

- Conflict Resolution and Decision Making

EMPLOYMENT HISTORY

VERIZON COMMUNICATIONS - 1998–2008

One of the leading provider of communications services with revenues exceeding $97 billion in 2008 and with more than 220,000 employees worldwide.

Specialist Installation and Maintenance, Brockton, MA 2006–2008

Provided expert oversight to $250M annual budget and 3200+ employee activities to fund operations, maximize investments, and increase efficiency. Served as Project Management Leader of Business Continuity Planning Team representing Vice President Organization. Vigorously participated and led conference calls to provide updates and status of ongoing executive-level projects. Performed comprehensive research to optimize business operations focused on force, expense, overtime tracking, and allocation.

Notable Contributions:

- Addressed and resolved executive level customer escalations on provisioning, installation, and maintenance issues for New England, New York and New Jersey under time constraints

- Facilitated testing on all mission critical center plans for the entire Northeast organization focused on emergency preparedness planning

- Spearheaded the project management team for VPS Northeast Customer Experience team in Labor Business Continuity Program

- Instrumental for gathering information and updating all skill codes, force profiles, volume templates from 10 director districts to ensure fluid transition of work in the event of a unionized work stoppage

- Initiated the development of Sell One More reports to track directors against objective

- Obtained $2.2M in additional revenues in 2008 by orchestrating monthly conference calls with Sell One More Ambassadors to encourage and improve team participation

Product Line Manager, Boston, MA 2004–2006

Meticulously led the development and project management of specific marketing plan activities for Mid-Span Fiber Meets throughout the United States. Researched tariffs for product positioning in the marketplace to create innovative business plans. Regularly interacted with Engineering, Sales, and Network Planning teams to develop new products and enhance existing product lines.

Notable Contributions:

- Mediated with product line managers to identify and correct non-billing of $8M in annual revenue

- Worked collaboratively with Legal and Negotiation teams to develop and implement a model Fiber Meet Questionnaire to be used by all CLECs when requesting a Fiber Meet

- Streamlined process that significantly reduced request intervals from four months to one month

- Reviewed contract language to ensure the customer negotiated correctly to interconnect through Mid-Span Fiber Meets

- Grew product revenue and revenue per unit and achieved yearly organizational revenue goals

Specialist Installation and Maintenance, Boston, MA 2002–2004

Primary point of contact for resolving escalations ranging from missed due dates, customer out of service maintenance issues, installation expedites, order entry requirements, and date commitments. Communicated with customers to provide information in response to inquiries about products and services as well as to handle issues and concerns in a timely manner.

Notable Contributions:

- Cut down provisioning intervals for Lightship Telecom by 18% as well as total number of CNR’s over 30 days in the Northeast Region by 63%

- Prepared and managed weekly Customer Not Ready reports with assigned customer accounts in Northeast Region to ensure proper billing and reduce orders cancelled in error

- Teamed up with supplier organizations to negotiate improved commitment dates

Supervisor Installation and Maintenance, Boston, MA 2000–2002

Supervised, trained, and mentored subordinates to develop their competencies and achieve maximum staff performance. Oversaw daily ticket volume in operations center and ensured all trouble tickets were handled and completed as quickly as possible. Held responsible for internally escalating all tickets to supplier groups that fell out of process. Consistently updated customers regarding their project status to provide total satisfaction.

Notable Contributions:

- Displayed unsurpassed leadership to unionized workforce by prioritizing and assigning workload and articulating organizational goals to approximately 50 Central Office Technicians

- Solely resolved Wholesale CLEC installation and maintenance escalation issues in the Northeast Region

- Recognized for post 9-11 service restoration in Lower Manhattan New York for Wholesale Customers

- Appointed as management representative on grievance procedures with Union represented employees

- Attained installation and maintenance workload requirements while meeting budget commitments by effectively disbursing daily overtime to associates

Customer Service Representative, Braintree, MA 1998-2000

Answered all incoming calls and inquiries regarding services or billing issues and processed customer transactions accurately. Fostered positive working attitude and team unity toward fulfillment of corporate goals and success. Built and cultivated long-term quality relationships with clients to provide total satisfaction as well as to generate repeat business and referrals.

Notable Contributions:

- Greatly surpassed sales and service goals by ascertaining customer needs and interests to cross-sell/up-sell products and services in a respectful and professional manner

- Solidified external and internal relationships through exceptional problem solving, ownership, and follow through skills

- Trained more than 200 service representatives in Braintree, Massachusetts sales office on Windows NT computer conversion

- Rose from rank and promoted to assume a management position for demonstrating exemplary performance, dedication, and efficiency

EDUCATION

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

- Indiana Institute of Technology, Fort Wayne, IN: 1993–1997

Sigma Pi Fraternity International

COMMUNITY INVOLVEMENT

Board Member / Volunteer Coach, Hanson Youth Soccer

TECHNICAL PROFICIENCIES

Microsoft Office Suite: Excel, Word, PowerPoint, and Outlook including Lotus Notes

Knowledge of data communications technologies DS0, DS1, DS3, and SONET

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