Derek Hendrickson Email & Phone Number

Rochester, Ny, Us

Rochester, Ny, Us

Rochester, New York Area

Design effective strategies to deliver AT&T Communications solutions that reduce order interval and increase order production and volume.Selected Accomplishments::Dramatically improve the Verizon service performance benchmarks which climbed from the #6 rated supplier to AT&T to the #1 supplier ranking in just 6 months and sustained that improvement by reducing Verizon order error volumes by 8% and backlog by 7% in the 1st year in the position.Subject matter expert and contact for management and delivery of National provisioning orders and executive escalation contact for management and delivery of Local provisioning orders. Promoted to this role after years of superior performance in Verizon National Provisioning positions.Research and evaluate supplier KPIs (performance markers) for Tier 1 customer AT&T Communications to ensure the proper interval completion metrics for switched access products (DS1, DS3, OCN, Ethernet) and wireless products both in weekly/monthly percentages and business days were tracked and met.Successfully reduce Ethernet order intervals by accelerating the internal team’s performance on the site pre-check process and by working directly with the client to eliminate unnecessary steps. Orchestrate the compilation and communication of a weekly and monthly service delivery metrics report to AT&T and Verizon executive management providing actionable insights which are used to assess SLA performance.Deliver continuous process improvement by facilitating external weekly and monthly delivery performance reviews.Acknowledged by management as the Verizon Spotlight Award recipient in 2015.

Rochester, New York Area

Executed support strategies across multiple internal channels throughout the service assurance organization to help retain/grow wholesale revenue and service from key international accounts. Selected Accomplishments:Adeptly served as the escalation contact for customer’s critical outages and planned required maintenance events.Significantly improved company response to customer’s outages by introducing best practices for the internal teams that resulted in a lower mean time to repair which bolstered their perception of our network reliability and increased their spend with us.Introduced the internal teams to proactive preventative maintenance initiatives and protocols to stabilize networks through diverse routing that promoted Verizon’s service excellence by exceeding customers'service levels.Ensure that customers received direct – level engagement on critical outages. Orchestrated a comprehensive service strategy and delivered flawless execution that led to year-over-year product & revenue growth in National Accounts. Conducted monthly or quarterly metric reporting and service performance reviews with the customer in the Americas resulting in Service Assurance excellence rating at 90% across multiple clients.Establish strong working relationships with Operations, Engineer, and Tier 1 and 2 support which developed dedicated resolution support and reason-for-outage representations under the 4.0 MTTR standard.Conducted a thorough gap analysis of the response and resolution process and capitalized on opportunities to interface with various levels within the customer organization on a daily basis to identify areas for improvements. Coordinated yearly Maintenance Summit to introduce new technologies designed to improve the customer experience with the Verizon network that was based on customer feedback surveys from prior summits. Received the Verizon Ovation Award Recipient in 2012 for exceeding customer KPIs with reliable performance.

Rochester, New York Area

Managed sales support & service strategies across various internal channels to drive wholesale revenue growth from key accounts. Selected Accomplishments:Grew CLEC partner data revenues 41% in 2011 while adding significant contributions to Verizon gross margins.Verizon Ovation Award Recipient in 2007, 2010, Verizon International Partner Solutions Customer Service Award Recipient in 2008, and Equant Orange Business Services Excellence-In-Partnership Award Recipient in 2011. Promoted Verizon’s service excellence by exceeding customer service order expectations and ensuring customer confidence in Verizon’s on-time delivery. Led and coordinated service delivery solutions to achieve year-over-year product and revenue growth with significant gross margin contributions on multiple accounts. Managed project expectations, coordinated product enhancements, and recognized for consistently meeting the customer delivery deadlines.Facilitated monthly metric reporting and service reviews with the customer and internal executives highlighting improved provisioning and service assurance performance. Drove improvements in the customer experience by resolving customer billing and collection issues, adeptly managing post-sale service escalations, and proactively strengthening Verizon’s internal partnerships.Assisted with automation of back office processes through auto-reports and web tool access resulting in improved efficiency.Subject Matter Expert for MPLS, Data Center, Voice Solutions, Managed Services, and Enterprise CPE.

Rye Brook, Ny

Oversaw all aspects of pre-sales, marketing, and financial functions in support of voice products and growth stimulation in 25 countries which generated over $30M in annual revenue. Guided product strategy and solutions with a team of overseas account executives, PTTs, government bodies, ISPs, private sector companies, 10+ sales managers, and multiple internal departments. Introduced product enhancements resulting in stimulated revenue growth and improved efficiency. Facilitated the initial marketing campaign launch of VoIP service in African, Middle East, and Eastern European markets. Leveraged and directed relationships with internal team and customers across multiple platforms to improve new customer launches within 25 business days. Trained overseas account teams from 60+ countries on advancements in product management, marketing, engineering, implementation, and receivables.. Grew customers VoIP 2002 revenue 20% above forecasts. Became a strong focal point for communication of bulletins documenting product upgrades, industry trends, and revenue performance reports. Tracked, projected, and reported on global product performance to executive management. Results & Recognition – Exceeded annual revenue goals for product within region: 50% in 2003, 66% in 2004, 80% in 2005. Acquired 6-8 new customers with incremental benefit. Corrected delays in customer response time through weekly strategy sessions with global sales teams.

Rochester, New York Area

Utilized national client strategy and branding to coordinate placement of directory advertising with yellow page publishers.

Bachelor’S Degree, Mass Communication/Media Studies, Graduated With Honors

Activities and Societies: WSJF.fm - Radio Personality & President Member of Alpha Epsilon Rho Communications OrganizationWhile in college.

High School, College Prepartory Studies

Activities and Societies: Debate Team, Drama Club, A/V Society, Bowling Team, Senior Peer MinistryAt the start of high school, I didn't.