John Fox Email & Phone Number

Old Saybrook, Ct, Us

Wilimington, De

Responsible for project managing the quoting, provisioning, ordering and installation of voice and data circuits.♦ Relationship management with Global Telecommunication Carriers.♦ Fiscal Management of the annual budget of 35+m.♦ Maintain wire lined circuit inventory.♦ Provide coverage for wireless initiatives.♦ Partner with Telecom Expense Management (TEM) client bases – Networking, Telecommunication, Finance, Sourcing, Vendor Management and Customer Teams.

Hartford, Connecticut Area

♦ Acted as Senior Consultant, working with many of Partner’s Fortune 500 clients across a diverse set of marketing sectors.♦ Assisted all Telecom initiatives to include site relocations, new facilities and digital transformation projects.♦ Managed quoting and provisioning of Data and Voice circuits for customer(s) globally.♦ Managed the invoice and expense management associated with all Telco vendors.♦ Relationship management with Global Telecommunication Carriers.♦ Provide performance of team to ensure goals, schedules, budgets, and benefits are met and all deliverables are completed on time and under budget.

Stamford, Connecticut Area

Responsible for analyzing and improving the operational efficiency of end-to-end Service Delivery functions for both Residential and Commercial customers.♦ Analyzed and improved the operational efficiency of end-to-end service delivery functions for both residential and commercial customers.♦ Led system integration, User Acceptance Testing (UAT) and defect management for large task management system. ♦ Provided leadership insights to key initiatives by manipulating large datasets utilizing SQL, Python, Excel and PowerPoint.♦ Developed, implemented and managed open activity, Key Performance Indicators (KPI) and leadership dashboard reporting for all vendors.♦ Frequently provided updates on all process improvements and changes to senior management. ♦ Developed and implemented business continuity and disaster recovery plan for large call center environment.♦ Effectively hired, evaluated and coached a team of senior analysts guiding for improvement and ensuring exceptional performance to all business partners.

Meriden, Ct

Directed the implementation of total quality, methods and procedures, and process programs for a strategic business unit - Client Solutions and Operations. ♦ A business project manager that led cross-functional Customer Experience CX programs identified through the Customer Experience CX governance or leadership mapping that is scalable across the enterprise.♦ Defined, designed, implemented and led process optimizations, strategic initiatives and organizational change management.♦ Delivered complex, transformational and strategic process/solutions across a global matrix.♦ Consulted and collaborated with cross-functional teams to implement Customer Experience (CX) programs. Programs included but not limited to the development and deployment of innovative knowledge base technology solution with user rating functionality, developing service assurance process and customer activity tracking tool for a newly formed Center Of Excellence (COE), leadership strategic initiative to decrease the number of internal contacts to all customer facing maintenance centers.♦ Analyzed data to include developing and running queries, testing results, validating and identifying process improvements utilizing SQL, Python, Excel and PowerPoint.♦ Agile product owner, coordinated user story definition, backlog and sequencing to the team for large IT projects.♦ Performed role as Subject Matter Expert (SME) / Trainer for organization of 350 Universal Service Executives and their Leadership.♦ Set priorities, monitored performance and provided routine scorecards of Key Performance Indicators (KPI's) for vendors. ♦ Facilitated the identification, analysis, development, documentation and communication of process improvements for a wide range of audiences.♦ Identified opportunities to apply innovative technology solutions to include idea creation, current/future state analysis and want vs need to support business operations.

♦ Responsible for lifecycle governance of assigned global client base.♦ Responsibility for relationship management, developing and maintaining executive client relationships as well as forging new relationships within assigned clients.♦ Provided value to client(s) thru the delivery of services from transition to day 2 operation. This also included developing risk mitigation strategies that minimize business disruption. ♦ Ensured global change management processes were documented and implemented.♦ Led problem management and investigation of all incidents, to include the development and delivery of Root Cause Analysis (RCA) documentation to customer leadership.♦ Facilitated regular customer meetings providing updates to all open projects, orders, outages and billing activities.♦ Responsible for preparation and delivery of Quarterly Business Reviews (QBRs) with business and customer leadership to include supporting operational and leadership dashboard reporting.♦ Developed and presented process improvement plans to improve customer satisfaction.♦ Provided financial management support relative to contractual commitments, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).♦ Assisted sales organization with Request For Proposal (RFP), Request For Information (RFI) and contract management support. ♦ Drove online & eMedia tool enablement and adoption.