Doug Spurlin Email & Phone Number

Tampa, Fl, Us

Tampa, Florida

Recruited by Florida Region President to oversee and support the execution of a post-acquisition strategy for an organization of 3,000 Frontier employees across the Florida Market. Post-transition operational accountability for Florida Market Operations: leading the installation and service delivery for 1.3M voice, 600K broadband, 200K video lines in service, >425 installation and maintenance professionals- Shape and direct strategy central to delivery of ~1.2B revenue in 2016; hold expenses in-line with ~288M full year operating budget goal- Transform organizational culture in 2017 to exceed revenue, expense and service delivery commitments

Tampa/St. Petersburg, Florida Area

Developed and led transformational revenue and expense focused business initiatives utilizing Lean Six Sigma and Design principles.- Received executive appointment to facilitate best in class project case study review at annual Black Belt performance excellence conference- Selected to attend National Process Excellence Conference and review findings with Verizon’s Chief Administrative Officer and Process Excellence Executive Team

Tampa/St. Petersburg, Florida Area

Created a new sales and service organization including end to end business strategy designed to increase sales penetration in new and expanding communities.

Tampa/St. Petersburg, Florida Area

Lead cross-functional team consisting of Field Technicians, Analysts/Dispatchers, Supervisors and Project Specialists focused on increasing margin and decreasing expense associated with copper network related maintenance while maintaining network integrity.

Tampa/St. Petersburg, Florida Area

Responsible for providing executive-level direction and business support to the Florida Region Consumer/Business Sales Teams and customers in a fast paced, service based, high-performance team environment

Tampa/St. Petersburg, Florida Area

Responsible for developing, executing and driving post launch adoption of National First Call Resolution (FCR), post billing adjustment and volume reduction initiatives

Tampa/St. Petersburg, Florida Area

Developed, directed and executed a Global Organization strategy designed to deliver on service, revenue and expense commitments. Traveled abroad to identify viable sourcing partners, authored and negotiated high value Business Process Outsourcing contracts and established operational controls to protect Customers and Brand Value.

Led cross-functional team of Sales, Billing and Retention Call Center Agents and Supervisors focused on growing and protect Verizon’s revenues. Responsible for exceeding aggressive sales, service, expense and customer retention targetsTransformed traditional, transaction-based work centers into revenue-producing alternate sales channels

Madison, New Jersey

Responsible for coaching and the development of up to 25 Sales and Service Consultants to exceed revenue, service and call efficiency metrics

Teaneck, Nj

Handle requests for installation, disconnection, or changes of customers services. Access customers' needs by providing information about company products and services by using customer records and online resources. Handle customer problems with patience and sensitivity, while utilizing suggestive selling techniques to meet sales, service and call efficiency targets.

Six Sigma Master Black Belt Certificate, Process Engineering

Business Administration And Management, General