As a Project Manager at TDS Telecom, I have had the privilege of driving operational efficiency and improving network infrastructure by implementing innovative strategies and collaborating with diverse teams. I successfully reduced truck-roll costs by an average of $10,000 annually through the strategic implementation and seamless integration of the cutting-edge power supply management software, Continuity.My attention to detail and strong relationship with vendors allowed me to… Show more As a Project Manager at TDS Telecom, I have had the privilege of driving operational efficiency and improving network infrastructure by implementing innovative strategies and collaborating with diverse teams. I successfully reduced truck-roll costs by an average of $10,000 annually through the strategic implementation and seamless integration of the cutting-edge power supply management software, Continuity.My attention to detail and strong relationship with vendors allowed me to diligently oversee the RMA process for over $1.5 million worth of Calix equipment, ensuring timely and accurate handling of returns and replacements. I expertly coordinated internal resources, contractors, and vendors to complete an extensive series of pole audits, covering over 11,500 poles across 7 different cities, significantly improving network infrastructure and regulatory compliance.In my role, I proactively managed the decommissioning of legacy devices at 18 distinct colocation sites throughout the network, resulting in an impressive annual cost reduction of $136,000 for the company. I also orchestrated the seamless migration of 8 Cable Modem Termination System (CMTS) routers, ensuring minimal customer disruption and optimizing network performance.During my time at TDS Telecom, I have had the opportunity to provide crucial support for senior project managers during 3 distinct TDS acquisitions, demonstrating adaptability and strong organizational skills in gathering asset data, tracking equipment, and spearheading rebranding efforts to ensure a smooth transition. Show less

As the NOC Manager at Tonaquint Data Center, I was passionate about proactively identifying and addressing diverse customer needs within the data center. I took pride in fostering strong relationships and ensuring high satisfaction through exceptional service.During my tenure, I demonstrated strong leadership by hiring, training, and effectively managing a team of 7 dedicated NOC operators. I focused on nurturing their professional growth and promoting a collaborative work environment… Show more As the NOC Manager at Tonaquint Data Center, I was passionate about proactively identifying and addressing diverse customer needs within the data center. I took pride in fostering strong relationships and ensuring high satisfaction through exceptional service.During my tenure, I demonstrated strong leadership by hiring, training, and effectively managing a team of 7 dedicated NOC operators. I focused on nurturing their professional growth and promoting a collaborative work environment. I diligently supervised the successful completion of the yearly SOC 1 audit, reinforcing the data center's commitment to maintaining the highest security and compliance standards.In addition, I regularly reviewed and updated critical data center policies and procedures, ensuring alignment with industry best practices and maintaining a safe, efficient, and compliant operational environment. I was responsible for ensuring the smooth operation of the NOC by skillfully overseeing scheduling, document organization, customer care, inventory management, and logistics, ultimately optimizing overall performance and minimizing potential disruptions. Show less

Dynata, formerly Humanvoice Inc.,As a Customer Commitment Specialist and Team Lead at Porsche Cars North America (Humanvoice), I was dedicated to providing unparalleled customer support. I demonstrated exceptional leadership skills by managing, hiring, training, and scheduling a high-performing team of 8 customer service agents.I continuously monitored and critiqued agent calls and case notes, providing constructive feedback and guidance to improve overall customer service… Show more Dynata, formerly Humanvoice Inc.,As a Customer Commitment Specialist and Team Lead at Porsche Cars North America (Humanvoice), I was dedicated to providing unparalleled customer support. I demonstrated exceptional leadership skills by managing, hiring, training, and scheduling a high-performing team of 8 customer service agents.I continuously monitored and critiqued agent calls and case notes, providing constructive feedback and guidance to improve overall customer service quality and agent performance. When faced with escalated calls from angry customers, I expertly handled them as part of my managerial duties, showcasing strong problem-solving abilities and a commitment to maintaining Porsche's brand reputation.Additionally, I created and meticulously documented cases for high-profile Porsche owners who required additional assistance in resolving complex vehicle issues or complaints arising from dealer-customer disputes. This ensured a swift and satisfactory resolution for all parties involved, further demonstrating my dedication to exceptional customer service. Show less