Customer Service Manager
Resume:
Eugene S. Crawford
Gloucester City, NJ. 08030
Home Phone: 856-***-****
Cell 610-***-****
******@*******.***
Telecom Network Operations Supervisor
Motivating people and teams to efficiently deliver excellence and exceed customer expectations
Site supervisor with experience in network provisioning and maintenance processes. Working knowledge of network components, routers, multiplexers, bridges and switches. Supervised, trained, motivated and mentored diverse, unionized work groups. Proven commitment to quality, customer service and getting the job done on time in a fast paced, cost constraining environment. Proficient in:
• Cable Splicing
• T1 Lines
• Productivity
• Process improvement
• Employee performance
• Coaching
• Training
PROFESSIONAL EXPERIENCE
VERIZON COMMUNICATIONS – Springfield, Pennsylvania 2000 - Present
Supervisor, Network Operations (06/2006 – 10/2010)
Oversee operations of 23 technicians installing FiOS and copper lines in residential and business throughout the Delaware County serving ~ 250K clients.
• Monitor and improve the safety of work group, holding monthly safety meetings and conduct quality and safety inspections while technician perform their daily work. As a result in 2010, there have been no occupational injuries and only 1 motor vehicle incident. Whereas prior to taking over the group, there were 7 motor vehicle incidents and 5 occupational injuries for 2009.
• Manage 5 different locations i.e. Hatboro, Fort Washington, Philadelphia, Bryn Mawr and Springfield, PA since becoming a manager. Improved productivity by 4% and reduced in repeater calls by ~ 9% at each location.
• Involved in all labor relation issues and grievances; provide daily coaching to the technicians.
• Convert one of Verizon’s buildings into a garage for technicians to service the Montgomery Country. Open new garage in 3 months and under budget. Managed installation by collaborating with 3 internal departments to ensure garage was operational.
• Supervise the closing of Byr Mawr Garage within 6 months. Organized entire shutdown, collaborating different departments (Supply, Utilities and Real Estate), inventoried all equipment and returned to proper departments. Organized the disbursement of 22 technicians to other garages.
• Additionally supervised both Cable Splicing and FiOS teams covering the Northeast Philadelphia servicing ~350K clients
• Manage Fios teams installing fios in customer’s homes and businesses.
Cable Splicer (03/2003 – 06/2006)
Repaired T1 and ISDN Lines, cable cuts and air dryers. Guaranteed integrity of outside cable both aerial and underground for all of Northeast Philadelphia.
• Provided testing for faults in the cable.
• Repaired cable cuts ranging from 50 to 2700 pairs. Worked with Central Office and other departments to resolve issues.
• Maintained company’s productivity and repeater metrics.
• Worked with several test meters (side kick, fuke, breakdown, test set and T_Berd) to isolate trouble in the cable.
• Worked in confine spaces, Manholes, poles and in Aerial lift trucks.
• Splice fiber ribbons using fujitsu fusion and mechanical splicing machine’
Eugene S. Crawford
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Maintenance Administrator (02/2000 – 03/2003)
Answered ~150 customer calls per day for both residential and businesses.
• Received trouble report, troubleshot with the customers, tested lines and circuits. Resolved ~ 50% of calls then escalated call to technicians to investigate.
• Provisioned customer’s lines with the correct features.
• Prevented unnecessary dispatches resulting in saving company money
• Transferred customers to the correct departments.
MILITARY SERVICE (08/1990 - 09/1993)
Artillery, Rank E-4 Specialist
Provision fuses for rounds, acted as Gunner or assisted Gunner; performed daily maintenance routine on 110 Howitzer. Served 9 months in the Gulf War.
EDUCATION / PROFESSIONAL CERTIFICATIONS
A+ Certification, Nashville State Community College, Philadelphia, Pennsylvania
AS, Business Management, Pierce College, Philadelphia, Pennsylvania
SKILLS SUMMARY
Wfa – Do, Boss, Service, V-Repair, Work Bench National, Sametime Split Banks, HDSL, MLT
POTS, Special Service (T1, 56k, 3m,7m, 15m DSL), FiOS, Tech Wizard, DTI, and Ivapp
Network and PC components (PC, Routers, LAN Topology, Ethernet, ONT, AND Network Interfaces
Terminals (Sacs, Cross boxes, Hubs, Pedestals)
Windows Word, Excel, PowerPoint and Lotus Notes
VERIZON CERTIFICATIONS
Basic Telecommunications
Basic Electricity
Fault Finding
Basic Splicing
Complex Splicing
Installation and Maintenance
T1 Training
Ladder and Gaffing
Fiber Certified
FiOS Trained
AFFILIATIONS
Consortium of Information Telecommunication Executives
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