OBJECTIVE
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Seeking an EXECUTIVE position
in CLIENT RELATIONS where my leadership abilities, interpersonal
and technical skills, extensive training and telecommunications experience
will be effectively utilized. |
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SUMMARY OF QUALIFICATIONS
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- Over 17 years of strong and diverse
experience in CLIENT SERVICES MANAGEMENT, including:
- PROFIT & LOSS RESPONSIBILITIES
- BUDGET DESIGN and ADMINISTRATION
- KEY ACCOUNT RELATIONS
- MANAGEMENT TRAINING, EVALUATIONS and
SUPERVISION
- POLICIES and PROCEDURES
- FEDERAL and STATE LABOR LAWS
- UNION RELATIONS, NEGOTIATIONS and
GRIEVANCES
- REVIEWS and REPORTS
- DISPATCH MANAGEMENT
- SCHEDULING
- QUALITY ASSURANCE, ISO-9000, and TQM
- SAFETY/OSHA
- REGULATORY COMPLIANCE
- DOCUMENTATION
- TROUBLESHOOTING and PROBLEM-SOLVING
- Willing to relocate and/or to travel
domestically or internationally.
- Skilled and experienced developing and
managing multi-million-dollar budgets and supervising personnel serving
multiple states.
- Proven problem-solving skills: Verizon’s
troubleshooter for problem areas.
- Computer-literate in Word, Excel,
PowerPoint; ISDN, AWAS, T1, TCP/IP and Internet skills.
- Some Spanish.
- A dedicated, goal-oriented, organized,
adaptable and conscientious leader with outstanding communication and
motivation skills, capable of working independently and in a team
setting.
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PROFESSIONAL EXPERIENCE
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| 2004 |
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Care provider for family
member |
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VERIZON (formerly GTE); various Southern
California locations: |
| 2000-2003 |
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Large Business Response
Center Manager; Thousand Oaks |
| 1998-1999 |
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VIP Large Business Response Center
Supervisor; Huntington Beach |
| 1996-1998 |
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Designed Services
Provisioning Supervisor; Upland |
| 1993-1996 |
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Large Business Response Center Supervisor;
Huntington Beach |
| 1991-1993 |
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Facilities Supervisor;
Lakewood |
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- Responsible for overseeing job dispatch
for repair and service for Verizon business customers in California,
Washington, Oregon and Idaho, ensuring a high level of satisfaction and
compliance with time and budget considerations.
- Managed and motivated 14 management
personnel and 62 indirect reports, including administering company
policies and procedures, developing internal procedures for safety and
attendance, and handling union labor issues, negotiations and
first-level grievances. Reviewed, analyzed and evaluated performances.
- Performed quality assurance audits.
- Centralized internal scheduling to
improve staffing efficiency.
- Participated in budget design and
administered annual budgets of up to $3.5 million.
- Supervised regulatory compliance with
OSHA, AQMD, Federal Medical Leave Act.
- Provided training in customer service,
repair, documentation, company policies.
- In earlier position, managed 35
personnel providing services for VIP clientele (billed over $1
million/month) in California and Hawaii, ensuring timely completion to
meet customer due dates.
- As Designed Services Provisioning
Supervisor, supervised a staff of 33 testers performing cooperative
testing of circuits for company customers and external wholesale
customers, serving as interface with MCI, AT&T, Sprint, Qwest, more.
- Managed 24 facility assignment clerks
for new service and changes for business and residential customers.
- Designed and scheduled “boot camp” to
provide six-month probationary training and evaluations for new hires.
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EDUCATION
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UNIVERSITY OF LA VERNE; La
Verne, California
UNIVERSITY OF PHOENIX; Los Angeles, California
Business |
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SEMINARS and TRAINING (a partial list)
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Project Management
Time and Priority Management
Principles of Management
Principles of Marketing
Coaching for Excellence
Data Networking
Ergonomics |
Understanding and
Implementing ISO-9000
Facilitator Skills
Basic Data Communication
Legal Environment of Business
Achieving Extra Customer Relations
Networking Essentials
AQMD Compliance |
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Automatic Working Algorithm System Management |
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