Project Manager Sales
Resume:
RICHARD J. CHAPMAN
BALLSTON LAKE NY 12019
**********@*******.***
Results-oriented manager with a proven record in operations, service assurance and sales. Focus on establishing work environments which produce success by embracing efficiency and collaboration. Possess a vast knowledge of and experience in the design, implementation and support of telecommunications outside plant structure.
PROFESSIONAL QUALITIES & STRENGTHS
• Strong background in cost controls, sales, contract negotiations
• Knowledge of D.O.T, NEC, TIA and Bell System Standards • Expertise in project management, program implementation, process improvements & union relations
• Track record of surpassing all performance metrics
• Proactive problem solver
• Team player
• Excel in hard deadline atmosphere
PROFESSIONAL HIGHLIGHTS
Time Warner Cable/TMNG 2007 – Present
TELECOMMUNICATIONS CONSULTANT/PROJECT MANAGER
Project SME for Sales, Marketing, Operations and Customer Support for Time Warner Cable New Product Launch of commercial services.
Established Regionalized Operational Infrastructure for multiple Divisions throughout the US including, billing, pre-sales support, installation/support tracking metrics, implementation of multiple SLA’s, and the development and implementation of a 4 Tier customer support model
Developed and implemented training curriculum for new product launch, including, Sales, Site Survey, Installation and Customer Support.
Successfully launched Business Class Phone, PRI o/Fiber-Docsis, Business Class Ethernet and HD Pro:Idiom nationally.
Urban Telecommunications 2000-2007
DIRECTOR – OPERATIONS, SALES & SUPPORT SERVICES
Lead a staff of 140 field personnel, managing a $10 million budget and oversaw all aspects of field operations throughout 400 cities nationwide. Managed Field Operations for multiple customer accounts, including the installation of DMS switching, Optical, Data and VOIP products as well as recruited, trained and supervised 20 field managers and 75 service technicians in all product lines and handling up to 2,000 trouble reports each day.
Additional Responsibilities:
As Project Manager for Davel Communications, renegotiated flat rate telephone services and achieved $2.6 million in annual savings
Greatly increased this client’s productivity with a team of three managers and 55 technicians
Established a highly effective system to resolve crises and ensure smooth operations with minimal customer complaints
Saved $180,000 in overtime costs by improving productivity by 42%
Identified business requirements, designed and implemented an efficient dispatch software package
Supported the design, engineering, construction and maintenance of AT&T’s Broadband Network, which included analog and digital cable television, high-speed internet access, VOIP, and intra-company voice and data telecommunications
Bell Atlantic/Verizon 1994-2000
OPERATIONS MANAGER - NORTHEAST REGION
Coordinated all technical support, client relations and fleet dispatch for the 518 area code with a diverse staff of 250 employees as well as oversaw eight major accounts, totaling $10 million in annual revenue. Selected to handle a wide array of special projects from initial concept to final approval in time-sensitive situations.
Additional Responsibilities:
Supervised a team of four professionals in network administration involving LAN and remote PC connections
Always met or exceeded all departmental performance goals, including 100% early project completion, for six straight years
Introduced a successful system to maintain high customer retention rates in a very competitive market
Personally negotiated contracts and grievances with six different trade unions
Developed and implemented customized research studies of various market trends and workplace issues
NYNEX 1990-1994
FIELD MANAGER
Trained, scheduled, dispatched and evaluated a team of 42 service technicians in field operations; also supported three other divisions.
EDUCATION & LICENSURE
Bachelor of Arts, Business Administration – expected completion June, 2011
Advanced Project Management Program
Villanova University
Industry certifications:
DSL, ATM, T1/T3, DS3, FRAME RELAY, ISDN-PRI, FIBER OPTIC AND RELATED TELECOM AND DATA APPLICATIONS
SELECTED TECHNICAL SKILLS
o Microsoft Project, Windows Vista, XP, MS Office 2007, Lotus Notes, TCP/IP, Salesforce, ICOMs, NYROC, Netcool
o Experience in Broadband technologies and services, including I/S/ADSL, cable modem, ISDN, ATM, fiber, copper and wireless.
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