Donald Winn Email & Phone Number

Raleigh-Durham, North Carolina Area

Delivered Managed WiFi to over 300 thousand doors. Positive SLA outcomes for customer support.• Directed daily operations, setting strategic goals, motivating staff, implementing organization policies and procedures.• Held direct responsibility for Tier 2/3, Projects, Programming, Shipping, Sparing and Installation, of 169K units of 825 hotels, properties and business over the past 4 years.• Integrated 3 Managed WiFi product lines into one with the Charter acquisition merger in 2016.• Contributed to strategic initiatives, budgeting and forecasting of a $29M yearly budget, meeting objective, decreasing budget, by 18% year over year.• Assimilated 575 managed Wi-Fi properties from Bright House Company, standardizing product line support across the company.• Developed documented process and training for Tier 1, assumed inbound calls improving 1st call resolution by 12%.• Worked on complex Project initiatives with Enterprise VP and GVP including o WiFi speed increase utilizing 80mhz bands. o Streamlined On-boarding of customer properties, reducing overall installation timeline by forty percent. o Whitelisting program for STVA APP - Spectrum APP for Multiple Dwelling Unit. o Programming Team, developing automated Network Activation Form to improve productivity and accuracy.

Greater Philadelphia Area

Led the operations for 24 x 7 x 365 support for voice, video, data, and alarm services to over 108,000 consumers. Facilitated small to medium size businesses, student housing, retirement / seasonal communities, high rise, and single-family subdivisions.• Achieved company goal to align 2 companies together and refocus on gaining customer insight.• Produced a holistic program for the Call Center leaders that generated continuous fantastic customer support.• Built growth plans hiring qualified employees, leveraging technology, Six Sigma, training, and agent scorecards.• Drove strategic change in business direction to raise BBB rating to A+ Accredited Company rapidly.• Originated quality control team in field operations and call centers, resulting in satisfied customer experience.• Handled structured service levels, achieving maximum efficacy, and mandated continuous communications.• Increased closed, winning sales 40%, demonstrated by customer satisfaction testimonials.

Raleigh-Durham, North Carolina Area

Leadership and strategic direction insuring quality assurance, team building, tool automation, standardization, cost avoidance, and customer responsiveness for a communications company offering video, voice, and data to residential, MDU, Student Housing and Hospitality.• Ensured State Utility compliance of all service orders by implementing a quality assurance program• Championed a third party call center, eliminating $1.4M of cost and improving customer responsiveness measured by lower repeat rates, improved customer survey scores and few dispatches.• Implemented a third party verification program for outbound sales• Supervised a call center handling over 85,000 calls monthly, developing an Executive Call Center response program guaranteeing a response time of <30 seconds• Implemented a standardized infrastructure, funneling all paperwork and decisions through a streamlined process• Enforced policies, procedures, disciplines, and an ITIL model to develop a solid team environment that serviced the network• Achieved 97% ticket containment rate, closing >90% of all tickets in less than 96 hours• Collaborated with the IT team to establish a flow through provisioning to leverage tools, resulting in a 30% decrease in customer provisioning time

Mba, Business, 6.82 Gpa / 8 Gpa

Activities and Societies: Participated in Sponsored Events during my two years.The Wake Forest Master of Business Administration program.

General Business Degree, Business, 3.35 Gpa

Activities and Societies: Participated in Tutoring classmates.Excelsior College programs are designed specifically for the adult.