• Directed a team of 34 personnel and contractors, boosting work quality and meeting clients' contract requirements.• Oversaw capacity planning to attain optimal efficiency across all functions while assessing and monitoring resource allocation following fluctuating business priorities and financial restrictions.• Maintained utilization of over 90% while maintaining an overtime rate under 50% of national average.• Increased FTFR by 10%.• Reduce truck inventory variance to under $200 quarterly.• Supervised personnel, developed strategies, and oversaw correctional procedures, ensuring operations cohere with legal regulations. • Organized hiring process, performance reviews, and progress plans while generating and delivering analysis reports to stakeholders.

Regional Service Manager (2019 to Present)Supervised a group of direct and indirect Field Service Managers (FSMs) in an assigned region, facilitating physical installation, deployment, and maintenance of company’s product to surpass business targets, increase profit, and retain customers. Direct regional asset management to drive performance targets, including SLA time for Key Performance Indicators (KPIs). Negotiated contracts on and manage third-party contracts on favorable terms to meet business needs. Lead national technical training programs to streamline business functionality. • Administered more than 150 employees and nine managers, inspiring team to meet targeted goals.• Direct regional asset management, including company transport, truck inventory, and laptops.• Drive performance targets, including SLA reaction, and resolve time of break-fix and KPIs.• Managed a $15M+ budget within yearly operating budget constraints to decrease operating costs. • Attained customer response of 97% for SLAs set at 4-24 hours to align with performance objectives.• Sustained CSAT scores of 4.8 or above.• Performed detailed examination of RFP to certify meeting compliance and field needs while adhering to company policies, procedures, and standards.• Participated as a significant collaborator in special initiatives to guarantee effectiveness of field operations and customer engagement.• Assured compliance of regional operations with corporate and industry standards, optimizing operational capacity, productivity, and effectiveness.• Managed client service demands by collaborating with sales leaders, resulting in greatest levels of customer satisfaction, retention, and growth.• Developed mutual and positive relationships with departments to standardize cross-departmental processes.• Promoted ongoing product improvement based on feedback from Customer Value, Transactional, and Installation surveys. (CSAT) to ensure client satisfaction and retention.

Managed employees and supervised daily operations of installing, servicing, and repairing structures. Collaborate with internal team members, contract installers, suppliers, and vendors to address project management concerns and provide effective suggestions/solutions accordingly. • Ensured accurate product installation and complied with established policies/procedures and contractors’ requirements to increase quality and customer satisfaction while decreasing install cost.

• Supervised personnel, developed strategies, and oversaw correctional procedures, ensuring operations cohere with legal regulations. • Managed field workforce and operational administration of correctional facilities. • Avoided telephone fraud by analyzing data, developing strategy, and executing automated digital systems. • Directed evaluation and purchasing of technical instruments for numerous customers in various states. • Administered management of fleet/assets and assessment of invoices, payroll, and expenses. • Sustained interaction with client representatives to deliver services and guarantee regional customer satisfaction. • Coordinated employee recruitment, hiring, orientation, and training to reach business at an optimum level. • Created impactful workflow plans and strategies to appropriately establish national technical service center.• Oversaw smooth functionality of 325 correctional facilities in various states to promote a secure environment.• Directed a team of 38 personnel, boosting work quality and meeting clients' specifications. • Arranged high-standard technical conferences with participants, including AT&T, GTL, CenturyLink, Verizon, Sprint, and correctional facility clients’ technicians and executives to amplify organization profitability and productivity.• Accelerated sales volume and revenue growth to meet company’s field marketing, sales, and retail objectives.

Responded to queries about service policies, procedures, RMAs, and shipping instructions from internal and external customers by phone, email, fax, and mail. I established strong relationships with key clients, examined needs, gathered pertinent data, and resolved issues with distributor assurances.

Prepared mail for claims investigators and checked client claims and plan numbers. Offered customer service and ordered, stored, and exhibited products in line with corporate standards.