Clinton D. Email & Phone Number

Roseland, Nj, Us

Warren, New Jersey, United States

Roseland, New Jersey

Directed strategic operations (~4k+ customers per day) across the continental U.S., Puerto Rico, and US-VI, while achieving annual goals in revenue, net promoter score, customer retention, and employee retention.● Analyzed performance data to guide 50 employees, delivering field technician productivity rates over organizational targets, based on time spent onsite per technician● Designed & improved business processes● Developed top-talent, enabling the promotions of team members into leadership roles● Reduced operating costs by optimizing schedules and streamlining processes

Roseland, New Jersey

Oversaw a team of 14 direct reports tasked with coordinating over 1,000 field technician routes per day while achieving quality results in customer appointment completion rates, on time arrival, customer satisfaction, technician productivity, and budgeted technician hours.● Implemented a new instant messenger, Zinc, which improved routing specialist productivity, measured by a decrease to response times and a reduction in interaction times per field request● Orchestrated Hurricane Maria recovery efforts in Puerto Rico to deliver satellite internet to relief sites and return services to impacted customers● Improved employee engagement year-over-year, measured by employee survey results and increased survey participation● Established new standard operating procedures to deliver on KPIs for new lines of business & partnerships

Roseland, New Jersey

Acted as first-level escalation support for Routing Specialists with a focus on training new employees and real-time coaching of existing employees, while delivering on above-mentioned operational targets.● Promoted to the Operations Team Lead position, newly created in October 2016● Formulated the roles and responsibilities for the Operations Team Lead position, still in use today● Provided real-time assistance and development to Routing Specialists● Conducted daily quality assurance audits for 40 employees

Roseland, Nj

Mobilized the day-of routing for over 100 technicians and subcontractors per day while maintaining customer appointment completion rates, completion of same-day appointments, technician productivity, on time arrival, customer satisfaction, and technician overtime.● Distributed service appointments to internal technician resources and subcontractor companies across the country while adhering to co-employment laws● Communicated changes to routing plans with technicians, field managers, and subcontractors in real-time● Prioritized and routed same-day customer appointments● Answered incoming customer calls and transferred when appropriate● Adjusted to changing responsibilities and priorities in a fast paced, growth-oriented, and time-critical environment

Cedar Knolls, New Jersey

● Supervised the pre-packaging of deli products ● Provided customers with exceptionally quick and accurate service● Organized Presliced Deli Product Cases● Aided Department Manager with product supply ordering● Utilized Bizerba automated slicing machinery● Managed department employees in customer service

Hillsborough, New Jersey

● Oversaw the workings and upkeep of the Appetizing Department and its night shift employees ● Provided customers with exceptional service● Prepared catering orders

South Orange, New Jersey, United States

● Designed an experiment to test hypothesis and wrote a grant proposal for to be considered for this award● Awarded a research grant from the Independent College Fund of NJ● One out of 25 students attending a University in the state of New Jersey to receive this award, which provided funding for a stipend and equipment for the laboratory● Wrote, reviewed, and rewrote a program, using ePrime by Psychology Software Tools, an experimental design environment to study human subjects● Corrected programming errors by making appropriate modifications and rechecked the program to ensure desired functionality● Consulted with faculty advisor to clarify intent, identify problems, and suggest changes● Utilized Tobii Eye Tracker Hardware to track human eye movements● Trained Lab Assistants on how to properly run human participants through the experiment● Analyzed data for hypothesis testing and prepared detailed charts and diagrams that describe data● Presented findings at ICFNJ Research Symposium, Liberty Science Center, New Jersey, March 2014

South Orange, New Jersey, United States

● Collected and coded data from human participants within the Perception and Cognition Lab of Dr. Kelly Goedert● Prepared manuscripts for publications● Facilitated weekly meetings with professor and graduate students

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Phi Kappa Theta National Fraternity

Master Of Science - Ms, Computer Science - Information Technology