Lead a team of Supplier Management professionals within the Custom Networks organization to ensure that all business functions related to third-party suppliers are running at optimal levels. • Administer appropriate governance and oversight programs that focus on relationship management, contract management, performance management and end-to-end delivery of supplier products and services. • Collaborate across Enterprise Operations (e.g. finance, product, sourcing/procurement… Show more Lead a team of Supplier Management professionals within the Custom Networks organization to ensure that all business functions related to third-party suppliers are running at optimal levels. • Administer appropriate governance and oversight programs that focus on relationship management, contract management, performance management and end-to-end delivery of supplier products and services. • Collaborate across Enterprise Operations (e.g. finance, product, sourcing/procurement, operations and sales) to support the execution of multiple projects and complex programs. • Contribute to the overall strategic vision of the Custom Networks organization by acting and being seen as a trusted subject matter expert. Show less

Manage a team of Service Managers providing white glove Service Assurance support for the largest Lumen customers. The team helps shape expectations and the overall customer experience in the area of Service Assurance performance for all products and services. Provide direction to the team with the overall business strategy, partner teams, internal systems, processes and procedures. Focus in the Federal, State & Local and Wholesale channels, with supported accounts collectively billing over… Show more Manage a team of Service Managers providing white glove Service Assurance support for the largest Lumen customers. The team helps shape expectations and the overall customer experience in the area of Service Assurance performance for all products and services. Provide direction to the team with the overall business strategy, partner teams, internal systems, processes and procedures. Focus in the Federal, State & Local and Wholesale channels, with supported accounts collectively billing over $2B in annual revenue.· Develop partnership between Account Teams, PMO and Service Assurance organizations in support of our clients· Provide operational support through KPI assessment, performance analysis, SIP identification and reviews· Engage various Lumen Repairs Centers during exceptional service outages, ensuring appropriate urgency and resources· Develop relationships with key client personnel to ensure proper individuals are notified with outage updates and aware of over all Service Assurance performance Show less

• Recruit, develop, evaluate and motivate a high performing, 24/7 team including six managers and 100+ technicians• Develop, document, communicate and implement strategic and tactical operational improvement initiatives at both the team and larger Service Assurance organization level• Produce metric reporting, headcount modeling, scheduling and team performance read outs• Primary liaison with partner carriers, providing performance feedback at monthly meetings, as well as engaging… Show more • Recruit, develop, evaluate and motivate a high performing, 24/7 team including six managers and 100+ technicians• Develop, document, communicate and implement strategic and tactical operational improvement initiatives at both the team and larger Service Assurance organization level• Produce metric reporting, headcount modeling, scheduling and team performance read outs• Primary liaison with partner carriers, providing performance feedback at monthly meetings, as well as engaging escalation contacts during executive escalations• Represent the Enterprise Repair organization at customer get well meetings• Merged legacy company Offnet teams into a single Offnet team• Improved MTTR for one legacy company team by 42% during 2018• Improved three month rolling average Top Box CSAT score from 40% to 60% during 2018 Show less

• Supported Chief of Staff to the President of NA Operations• Prepared executive level reporting communicating performance for the entire NA Operations organization• Produced budget forecasting, metric reporting, headcount modeling and business cases• Developed and maintained standard scorecard for individual business units financial and operational metrics • Tracked and assessed operational improvement initiatives as part of the strategic imperative program to address the… Show more • Supported Chief of Staff to the President of NA Operations• Prepared executive level reporting communicating performance for the entire NA Operations organization• Produced budget forecasting, metric reporting, headcount modeling and business cases• Developed and maintained standard scorecard for individual business units financial and operational metrics • Tracked and assessed operational improvement initiatives as part of the strategic imperative program to address the company’s long-term goals – project definition, execution, communication, measurement • Coordinated the review of operational data to identify service delivery defect trends• Created reports, charts and presentations to communicate defect trends• Participated in regular operational meetings to discuss defects and root causes and worked with management team to develop process improvement and compliance solutions Show less

• Assisted in the planning of financial, operational and IT audits• Identified opportunities for improving business processes, enhancing revenue, reducing costs or improving internal controls - ensure integrity and reliability of the controls• Communicated with business process owners to document processes, risks and controls of audit areas• Developed, executed and documented detailed audit testing procedures that measured compliance to established internal control policies… Show more • Assisted in the planning of financial, operational and IT audits• Identified opportunities for improving business processes, enhancing revenue, reducing costs or improving internal controls - ensure integrity and reliability of the controls• Communicated with business process owners to document processes, risks and controls of audit areas• Developed, executed and documented detailed audit testing procedures that measured compliance to established internal control policies, procedures, laws, and regulations• Drafted audit reports and communicated audit findings to business process owners Show less

• Hired, managed, developed and evaluated several teams that included 3 exempt employees, 20 full-time employees, 75+ part-time employees, and 100+ volunteers• Developed programming and space utilization through observation, daily activities, data analysis, weekly staff meetings and quarterly department head retreats – developed and documented policies and procedures• Oversaw staff and program scheduling in main venues, including supporting training, meeting, and locker… Show more • Hired, managed, developed and evaluated several teams that included 3 exempt employees, 20 full-time employees, 75+ part-time employees, and 100+ volunteers• Developed programming and space utilization through observation, daily activities, data analysis, weekly staff meetings and quarterly department head retreats – developed and documented policies and procedures• Oversaw staff and program scheduling in main venues, including supporting training, meeting, and locker rooms• Directed overall logistical operations of recreational programming – hiring coaches, scheduling practices/games/officials, assigning support staff, procurement of equipment and supplies• Developed and implemented risk management policies and procedures• Coordinated facility and equipment maintenance to ensure quality and safe programs• Managed a facility and equipment depreciation account• Trained staff in customer service to improve participant’s experience and retention – Learn to Skate retention during peak season improved from 62% in FY05 to 76% in FY06• Developed, forecasted and managed budget – Increased net revenue by 14% from FY05 to FY07 Show less

• Partnered with outside consultants and vendors to develop and implement new customized communication network inventory system that integrated with company’s legacy systems• Lead the development of the workflow systems within new network inventory system• Consulted with operational SME’s to provide accurate and complete information to the project team• Reported project progress or road-blocks to senior management as appropriate• Created process flow charts and M & P documents… Show more • Partnered with outside consultants and vendors to develop and implement new customized communication network inventory system that integrated with company’s legacy systems• Lead the development of the workflow systems within new network inventory system• Consulted with operational SME’s to provide accurate and complete information to the project team• Reported project progress or road-blocks to senior management as appropriate• Created process flow charts and M & P documents that highlighted user roles and tasks• Coordinated change control and release management• Participated on team that developed tools to audit actual network against inventory databases• Developed and implemented processes and supporting documentation to address required manual clean-up of data bases resulting from network audits• Single phase of one project (approx. 16% of network) captured $1.1M in stranded equipment to be re-deployed• Identified data errors and inconsistencies across network, customer and billing databases• Performed root cause analysis, identified process gaps and recommended process improvements• Partnered with business operations planners to document and implement process improvements• Developed detailed methodologies and trained staff on data analysis and clean up processes• Project managed data cleanup by 15 team members• During a single audit of the billing and inventory systems the team captured MRR totaling $2.2M annually Show less