Responsible for all field operations for voice and data products across 2.3 million homes passed and 1.2 million subs. Designed, implemented and managed the integration process of 175 regional service and support personnel into five area systems resulting in a capital cost savings of $150,000 per month and operational expense savings of $24,000 per month. Developed a weekly reporting process that resulted in a reduction of repeat service calls and calls on installations by 53%. Responsible for planning, budgeting and management of telephony fulfillment field operations in a footprint of 2.5 million homes passed.
TECHNICAL OPERATIONS MANAGER (Promoted 1999 – 2000)
Designed and implemented the installation process for Digital Telephone Service that resulted in a 40% reduction in installation times and was adopted as a national standard operating procedure. Developed installation procedures that increased internal capitalization by 60% with no increase in internal headcount or decrease in contract labor. Responsible for day to day operations of internal and contract labor. Oversaw technical P&L and quality assurance.
ADVANCED SERVICES TRAINING MANAGER (1998 – 1999)
Developed and implemented the telephony training program for the Dallas region. Authored three modules to the national training program for telephony technicians. Developed a safety training program for field technicians that led to a reduction in preventable accidents of 60% and worker's compensation claims of 35% over the first six months. Designed and implemented CBT and web based training programs that resulted in a 20% reduction in customer contact time and a 17% rise in customer satisfaction.