Senior Manager / Director Operations Resume
|Desired Industry: Management
|Desired Job Location: Cumming, Georgia
||Date Posted: 4/19/2017
|Type of Position: Full-Time Permanent
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel: No
|Highest Degree Attained: Bachelors
||Willing to Relocate: No
Performance-focused, multifaceted, and analytical professional, offering broad-based experience in business management encompassing operations, project, logistics, and supply chain; complemented with expertise in process improvement. Effective at forecasting and purchasing equipment; introducing new inventory management; and establishing new market footprint. Skilled at reducing installation costs and capital inventory loss, as well as securing capital spend. Equipped with solid interpersonal and communication aptitudes in establishing productive rapport with individuals of diverse backgrounds. Technically proficient with Microsoft Office Suite (Excel, PowerPoint, and Word), Scrum, data analysis, market research, PrimeLocation tools, Nielsen data analyst, Mac OSX, and Green Belt Six Sigma.
AT&T Inc., Various Locations
AT&T Digital Life
Associate Director – Home Automation and Security, Peachtree Corners, GA Sep 2015–Present
Oversee a 24/7 monitoring and support call center covering 38 states and more than 400,000 customers.
Provide expert supervision to daily activities, including managing call and alarm volumes; surpassing service level agreements (SLA); maintaining UL Certifications and security licenses across all states serviced by Digital Life; as well as evaluating business results to create business decisions to produce and improve key performance indicators (KPIs) and customer satisfaction.
Serve as point of contact for all building and employee emergencies.
Assume HR responsibilities in hiring and firing personnel based on force and staffing budget.
Utilize interpersonal skills in partnering with training, field operations, product development, sales, marketing, vendor installers, and inventory management.
Drove efforts in producing the number one AT&T Monitoring Center by implementing conflicting priorities that surpassed quality assurance results, center attendance, and key performance metrics in 2016.
Expertly trained 14 employees who obtained promotions in the company from 2015 to 2016.
Managed and supported services across US jurisdictions through obtainment of certifications and licenses in 2015 and 2016.
Area Manager – Network Process and Quality – Support Operations, Atlanta, GA Jun 2013–Aug 2015
Supervised a team of project managers on methods and procedures for new business market launches across a nationwide footprint; as well as to implement fleet, real estate, and market processes to launch Digital Life across 39 states.
Carried out device testing, installation and troubleshooting of documentation, user interface (UI) testing and documentation.
Coordinated project timelines and deliverables with clients
Functioned as consultant on field operations to lessen installation costs by $1.5M by streamlining methods and procedures in 2014.
Introduced more than 40 new devices and a UI to support more than 120 field operation managers and 1,000 vendor technicians by collaborating with IT, product development, marketing, sales, and program management.
Secured $26M in potential expenses by overseeing projects and redesigning Digital Life Fleet and Real Estate methods and procedures in 2013 and 2014.
Established a highly effective team that handled projects to attain goals and launch a new business for 700 employees and 1,000 vendor installers in 2012 and 2013.
Senior Manager – Network Process and Quality – Support Operations, Atlanta, GA Apr 2012–May 2013
Took full charge of forecasting and purchasing 1,800 vehicles as well as establishing new market footprint in 41 markets with real estate and UPS supply locations to support new market launches.
Steered efforts in distributing 300 vehicles in 12 markets on time to attain new business launch.
Applied strategic approach in negotiating with diverse vendors to secure a favorable deal to support inventory, fleet, and real estate.
AT&T Supply Chain and Logistics
Lead Purchasing Specialist, Atlanta GA Aug 2010–Apr 2012
Demonstrated skills in forecasting, purchasing, and handling project material launches to support the company’s 22 state U-verse services footprint.
Held responsibility in modifying processes and reports to launch new inventory management applications across 22 states and 9 distribution centers.
Implemented 85% forecast accuracy rate by managing 15 third party vendor contracts covering more than 40 products into the business worth more than $200M.
Restructured methods, procedures, and reports to secure capital spend by $60M in 2011.
AT&T Southeast U-verse Staff
Manager – Network Process and Quality, Atlanta GA Jan 2009–Aug 2010
Carried out project of a third party vendor contract for inventory management in Southeast U-verse nine states, which recognized as number one in five regions.
Exhibited capabilities in implementing tasks to provide support to a vice president on communications, inventory management and budget, training, awards and recognition, and quarterly business reviews.
Lessened capital inventory loss by $173M for more than 5 years by leading a team to redesign a new inventory management process for AT&T 22 states in 2010; as well as by $27M by executing a vendor contract for 9 states in the Southeast Region from 2007 to 2008.
AT&T Network Operations
Manager – Network Installation and Maintenance, Atlanta, GA Mar 2005–Dec 2008
Oversaw a team of service technicians tasked to install telephone line and high-speed internet service.
Effectively guided and mentored underperforming teams to rank in top 5% with AT&T 22 states from 2004 to 2008.
Led the Telecommunications Committee for the Bellsouth and AT&T Classic Golf Tournament at the Sugarloaf County Club from 2005 to 2008 worth $7.2M to $40M
Bachelor’s Degree in Business Administration - In Progress (Expected Completion Date: May 2019)
Kaplan University, Davenport, IA
Rapid Conflict Resolution
Quality Control and Assurance
Strategic Planning and Implementation
Cross-functional Collaboration and Leadership
Acting President, Neighborhood Homeowner Association
Volunteer | Project Team Member, Habitat for Humanity
Volunteer, Change 4 Georgia (Veterans Homeless Shelter)
Volunteer, Families First Charity
Volunteer, Assisted Living Homes
Hiking, Boating, Weight Training, Running, History, and Music
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