Gregory Haines Email and Phone Number
los angeles, california, united states
Gregory Haines's Location
Downey, California, United States, United States
Gregory Haines's Contact Details
Gregory Haines work email
- Valid
- Valid
Gregory Haines personal email
n/a
Gregory Haines phone numbers
About Gregory Haines
Gregory Haines is a Director of Service Assurance at AireSpring at AireSpring. He possess expertise in co location, call centers, mpls, telecommunications, voip and 32 more skills.
Gregory Haines's Current Company Details
Airespring
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Director of Service Assurance at AireSpring
los angeles, california, united states
- Website:
- airespring.com
- Employees:
- 249
Gregory Haines Work Experience Details
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Director Of Service AssuranceAirespring Dec 2018 - PresentGreater Los Angeles Area• Responsible for running 24/7 Repair call centers.• Managed all repair issues for Retail, Platinum customers • Responsible for maintaining overtime budgets, and worked closely with Customer Care, Finance and the NOC to reduce credits given to customers due to events.• Collaborated with Base Management and other Sales departments to prevent and reduce churn, as well as finding solutions for customers who experienced chronic technical problems.• Met with CEO and SVP to review departmental metrics and goals.
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Manager, Channel Partner ProvisioningTpx Communications Dec 2017 - Nov 2018Greater Los Angeles AreaResponsible for managing Project Engineers and Project Managers to provision UCaaS and Integrated VoIP services. Implemented processes across all markets to reduced cutover times . Cross Trained all PEs and PMs to handle all types of cutovers. Increased accountability by having processes in place to review and push orders to billing in timely manner. Generated weekly reports to provide production and completion numbers. Handled internal and external customer escalations. -
Senior Director Hpbx-Ucx MigrationTpx Communications Dec 2016 - Dec 2017Greater Los Angeles AreaMigration Project , Migrate all legacy HPBx customers to new UCx Broadsoft platform on time and under budget which created over 35 million in annual savings. Responsible for tracking and reporting cost savings, customer satisfaction, and progress of migration on a weekly basis. Cross trained entire migration team on all backend systems. Ended migration with 95% customer satisfaction.
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Senior Director Managed Services And HelpdeskTelepacific Communications (Tpx Communications) 2014 - 2016Greater Los Angeles AreaResponsible for all HPBx Repair, MAC’Ds and Translations. Provided weekly reports to CEO and Executive Team. Developed and implemented KPMs to improve productivity and accountability of orders and repair tickets. Created reports to track customer satisfaction, credits, MTTR and MAC’D (Move, Add, Change orders) life cycle. Developed and implemented successful training program. Implemented tiers to identify employee expertise and opportunity for growth and promotion. -
Senior Director - Rroc Premier And Wholesale RepairTelepacific Communications 2012 - 2014Greater Los Angeles Area• Responsible for analyzing Premier and Wholesale customer performance and developing formal plans to address execution.• Holds weekly meetings with Head of departments to review any outstanding issues with Premier and Wholesale accounts.• Minimum quarterly contact with all Premiere and Wholesale accounts to ensure satisfaction with TelePacific and with support being provided by Premier and Wholesale team. • Reviews the weekly UCI and High Risk reports to identify learning opportunities for team and any trends that may help prevent future churn.• Based on data analysis, develops targeted plans to bring about service improvement, and to reduce Dissatisfaction surveys.• Completes all RFO’s for Premier and Wholesale customers.• Meets weekly with CEO to address key metrics and report on any churned Premier and/or Wholesale accounts.• Designs new processes geared at improved performance of key metrics.• Ensures 85% Service Level for Premier and Wholesale accounts calling into Repair Center.• Participates in department’s operations and strategic planning processes.• Works with IT to develop systems requirements and oversees the implementation of IT projects.
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Senior Director - Reliability And Repair Operations Center (RrocTelepacific Communications Jan 2008 - Sep 2012Greater Los Angeles Area• Responsible for running multiple 24/7 Repair call centers.• Managed all repair issues for Retail, Premier and Wholesale customers.• Supervised team that consisted of 6 managers, 6 supervisors, and 120 technicians. • Responsible for maintaining overtime budgets, and worked closely with Customer Care, Finance and the NOC to reduce credits given to customers due to outages.• Collaborated with Base Management and other Sales departments to prevent and reduce churn, as well as finding solutions for customers who experienced chronic technical problems.• Met with CEO to review departmental metrics and goals. • Responsible for maintaining 85% service level. • Responsible for reducing inbound call level by analyzing trouble tickets and finding trends. • Partnered with NOC to identify and resolve outages. • Held weekly calls with other department heads to do overview of existing trouble tickets, and was responsible for finding ways of expediting resolution of trouble tickets. • Responsible for maintaining ACD; call flows, etc., to maintain goal of 85% of Service Level.
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Director, Customer Technical Support CenterTelepacific Communications Aug 2003 - Jan 2008
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Field Operations Manager-LaTelepacific Communications Jan 2001 - Aug 2003Greater Los Angeles Area
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Network Operations ManagerTelepacific Communications Nov 1998 - Jan 2001Greater Los Angeles Area
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Field Ops SupervisorTcg Dallas 1996 - 1998
Gregory Haines Skills
Co Location
Call Centers
Mpls
Telecommunications
Voip
Managed Services
Ethernet
Wireless
Management
Call Center
Ip
Unified Communications
T1
Sip
Data Center
Optical Fiber
Customer Service
Computer Network Operations
Lan Wan
Internet Services
Network Design
Dwdm
Dsl
Sip Trunking
Direct Sales
Network Engineering
Wan
Hosted Services
Fiber Optics
Provisioning
Carriers
Ds3
Ds0
Project Management
Eoc
Acd Management
Atm Networks
Frequently Asked Questions about Gregory Haines
What company does Gregory Haines work for?
Gregory Haines works for Airespring
What is Gregory Haines's role at the current company?
Gregory Haines's current role is Director of Service Assurance at AireSpring.
What is Gregory Haines's email address?
Gregory Haines's email address is gh****@****fic.com
What is Gregory Haines's direct phone number?
Gregory Haines's direct phone number is +183122*****
What skills is Gregory Haines known for?
Gregory Haines has skills like Co Location, Call Centers, Mpls, Telecommunications, Voip, Managed Services, Ethernet, Wireless, Management, Call Center, Ip, Unified Communications.
Who are Gregory Haines's colleagues?
Gregory Haines's colleagues are Carl Arvin San Diego, Kristin Linehan, Bernadette Cleofe, Robert Evalle, Lennette' Jacobson, Barry Friedman, Antonio Bunag.
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