PROFESSIONAL PORTFILIO:

Twenty-six years of work experience in the Telecommunication Industry. I have over eleven years, project management Verizon Centralized Pole and License Call Centers and supervising support staff of 25 associates. Experienced and knowledgeable with Verizon Absence and attendance policies. Also served five years of as a call center supervisor for Pole and Conduit License. Ability to translate operational goals into team goals. Manage implementation of policies, procedures, and programs. Highly effective at leading, motivating and directing team efforts. Proficient multitasking skills as well as possess extraordinary organizational, analytical, time management and follow-up dexterity. Excellent written and verbal communications skills. Competent interpersonal qualifications and ability to successfully communicate with high-level personnel, as well as support staff.

• Talented, motivated, and merited Manager, with a strong understanding of management operations
• Delivering expert training and staff mentoring through operations that result improved by an additional 20% customer satisfaction and high growth success

EXPERIENCE:
Confidential,Position: Network Engineer (March 2007 – Present)
Oversee the design, engineering upgrades, procuring and provisioning of repairs and service enhancements to copper and fiber outside plant telephony. Interface daily with several Line of Businesses internally and externally; including state and local government as well as various utility companies. Deliver strategic and cost effective telephony enhancements through design of custom work orders tailored to individual customer needs. Successfully resolve customer issues through thorough analysis of complex telecommunications equipment and service activity. Investigate possible conflicts between construction plans of other companies and existing Verizon facilities and negotiate reimbursement for costs during relocation and protection of Verizon Facilities during said relocation.
Key Accomplishments

• Consistently meet or exceed customer service order requirements by 20%.
• Relocate, protect and repair existing outside plant facilities according to the division of responsibilities.
• Investigated possible conflicts between construction plans of other companies and existing company facilities and negotiate reimbursement for costs for Verizon.

Position: Supervisor Network Engineering (July 2001 to March 2007)
Managed call center responsible for New Jersey Poles and Inventory and New Jersey Pole and Conduit license. Interacted with Verizon Wireless and Verizon Business Managed account administration for receivables, VSPB billing and collections. Managed day to day processes of Licenses Processes to ensure process compliance for application to enter Long Distance Market & subsequent procedure implementation. Managed Highway & General unbilled Customer Work Orders for New Jersey
Key Accomplishments

• Ensure deliverables were implemented on time and within budget
• Solely managed the NJ License client base, with consisted of 2,300 customers and 15,000 licenses generating annual revenues over $8M
• Generated over $7m in pole and conduit rental billing
• increased productivity, streamlined staff by delegating assignment to the most appropriate staff member

Position: Team Leader (February 1998 to July 2001)
Managed call center with 25 associates responsible for NJ Pole and NJ Pole and Conduit License. Managed and implemented Verizon attendance policy and procedures for associates led the development team with implementing the electronic pole work order process. Led cross functional team for all NJ power companies for all billing under NJ Joint Use Agreement. Implemented pole inspection program and oversaw a budget of $1.8 million. Led implementation team for the electronic pole work order process
Key Accomplishments

• Analyzed and generated project billing reports identify discrepancies
• Implemented billing controls to reduce the level of unbilled Customer Work Orders over 90 days generating an annual saving over $300,000.
• Implemented pole inspection program and oversaw annual budget of $1.8 million.

Position: Service Center Clerk (November 1983 to February 1998)
Provided administrative support of 18 engineering staff members and managed administrative procedures Also, drafted correspondences, processed incoming & outgoing mail, reconciled over $250K of joint use billing between Verizon & multiple power companies, prepared monthly, quarterly and yearly billing reports. Generated work orders and promptly reconciled and resolved work order issues to ensure accuracy. Displayed optimal customer service and built solid business relationships. Consistently used analytical, technical and organizational skills to accomplish assigned tasks.
Key Accomplishments

• Provided administrative support for 18 engineering staff members and managed administrative procedures
• Prepared monthly, quarterly and yearly billing reports generating $250K annual revenue
• Generated over 7,000 work orders annually

EDUCATION:
Management Science
Master Degree – Anticipated

Major: Management Science
Bachelor’s Degree

TECHNICAL PROFICIENCIES:
MS Office Package (Word, Excel, PowerPoint, Access), Visio, MS Project, VSPB, Lotus Notes, Project Costing, PeopleSoft, PRISM, TEDS & CMA