Essential Functions:Manage and coordinate all operational activity for the branch (es).Monitor all service levels, deliveries, pickups, installations, and projects to ensure the best efficiencies. Recommend measures to improve operational practices and quality of customer care. Work directly with other departments to ensure excellent/positive communication within region. Work with various departments to resolve customer service & delivery issues.Work with Area Managers in other areas to coordinate asset transfers.Analyze and report on operational activities, i.e., service levels, routing efficiency, labor & overtime, fuel, etc.Work with the Regional Vice President to develop and implement standard practices, efficiency recommendations, etc.Responsible for oversight of fleet DOT administration including, log books & record maintenance, etc. to ensure compliance is being met.Review and approve time off request forms and schedule time off based on operational necessity.Review and approve Time Saver punches prior to submitting for payroll processing in the absence of a branch Operations Manager when needed.Responsible for the supervision of administration of the company's safety program at the branch(es) to ensure compliance.Work with Safety & HR departments to coordinate training, where necessary. Responsible for employee development & conducting periodic performance reviews.Create and maintain a positive, safe and effective work environment. Drive/operate variety of company vehicles as needed Pull trailers with company vehicles as needed.Manage the budget and P&L of the branch(es).

- Working closely with Customer Service team to develop and implement marketing plans.- Ensuring effective coordination between Customer Service, Distribution,Technical Service and Sales functions.- Managing the vehicle fleet. Coordinating vehicle preventative maintenance, repairs, scheduling and licensing.- Maintaining fuel, distribution and service-related inventory quality compliance and control.- Ensuring that Company and Government safety, policy and regulatory standards are met at all time.

▪ Develop new business by cultivating relationships with executive leadership, drilling superintendents and managers at major oil and gas companies to place EPI consultants and project managers.▪ Review consultant resumes and identify appropriate skills/experience for specific projects.▪ Generate an average of $75K to $100K per month in total consulting revenue.

▪ Promoted to spearhead turnaround of severely underperforming organization with challenging employee morale and performance issues while simultaneously restructuring/consolidating markets.▪ Established accountability standards, performance expectations and evaluation methods.▪ Improved percentage of calls answered within 30 seconds from 75% to 90%+.▪ Slashed call abandonment rate from unacceptable 13% to less than 5%.▪ Promoted and achieved a collaborative, team-focused work environment by bringing to together disparate groups (field technicians and dispatchers) to address issues and share best practices.▪ Launched “Walk a Mile in My Shoes” campaign to enable dispatchers, customer service reps and field techs to switch roles and gain a better understanding of each other’s job demands; increased teamwork, productivity and communication; model was benchmarked and rolled out in other regions.▪ Reduced call volume 10% by simplifying IVR systems and internal email communication process.▪ Increased productivity and efficiency among 500+ in-house technicians and 200+ contractors by implementing specialized skills to help streamline routing, outage management, and check-in process, in addition to changes in IVR process.▪ Improved results across all performance areas by creating weekly and monthly scorecards for supervisors and dispatchers to measure, track and improve team results.

▪ Established and built the Dispatch/DNOC team in the National Division; hired, trained and led team of 30 people and managed $5+ million annual operations budget. ▪ Directed handling of all outages and maintenance for the National Division, a 24/7/365 organization with 38 systems across 19 states, spanning all 4 time zones. ▪ Created an intranet-based Multi-Market After-Hours, Weekend Support and Outage Board to Call Center group’s understanding/handling of after-hours/weekend support and outages.▪ Recommended standardization/consolidation of coding system and was selected by senior management to manage 7 ½ month project that reduced 1000s of codes with 100s of duplications to approximately 400 unique codes used for sales, installation, service and maintenance; provided billing consistency, saved time, reduced costs, and streamlined operations across markets.▪ Led, coached and motivated team to consistently meet or exceed performance standards related to outage resolution, customer satisfaction, service call response and more.

▪ Directed all day-to-day operations for 24/7/365 dispatch organization; led 55-member team including 25 dispatchers across 11 cities in 7 markets, in addition to 30 staff at the Corpus Christi office.▪ One of the 1st employees in the region trained on the new digital phone service offering; trained all groups in the region and managed local digital phone provisioning for the initial launch.▪ Served as resource and liaison between Field Operations and Customer Care Operations.▪ Managed all hiring, staff training, coaching, career development and performance evaluations. ▪ Ensured that service outages were identified, tracked and addressed quickly and efficiently.

▪ Managed team of 30 Customer Service Representatives and Technical Support staff at the primary call center in the Corpus Christi region; team fielded 30K+ calls per month for 7 regional markets.▪ Defined and maintained performance standards for key functions including answer rate, average call duration, call abandonment rate, customer service quality, and 1st-call issue resolution.▪ Led team to successfully maintain or exceed performance standards for all job functions, including 90%+ answer rate, <7-minute call duration, <2% abandonment rate, and high customer satisfaction ratings.▪ Ensured professional development and career advancement for team members by providing opportunities through training, certification and grade level progression.▪ Leveraged past experience in internet service offerings to train reps on customer service issues, enabling them to dramatically boost 1st-call resolution and reduce number of repeat customer calls▪ Reduced costs, decreased number of in-person service calls and improved productivity by training reps to resolve customer issues over the phone, avoiding the necessity of on-site technician calls.

▪ Trained and managed 11-member team of technical staff and install dispatchers during the initial launch of Time Warner’s Road Runner internet service.▪ One of the 1st Time Warner employees selected to complete Road Runner training; subsequently trained more than 400 customer service staff across 7 markets on the internet service offering.▪ Prioritized and routed technicians to service calls based on urgency, location and time-sensitivity for 300 to 500 new installations per week.▪ Relied on by senior management as go-to person for all field-related issues and issues related to Y2K conversion; provided status updates and responded to questions from upper management.▪ Selected to serve as Safety Awareness Coordinator and member of the Emergency Disaster Team.▪ Consistently met/exceeded goals for call volume/duration, 1st-call issue resolution, and repeat calls.

▪ Handled all monetary problems in Motor Bank.▪ Developed and maintained schedules for 15 employees.▪ Trained and monitored new motor bank employees in proper procedures.▪ Responsible for receiving and sending all monies from/to Federal Reserve.