Supported organizational restructuring (anticipated corporate acquisition of TWC) by focusing on operational efficiency for the Service and Installation department. Achieved top 10% ranking among Northeast Region supervisors of the company (more than 120 supervisors), and ranked #1 on a regular basis throughout the year.* Senior supervisor responsible for the seamless integration of a second technical team and the hiring of an additional supervisor. This effort resulted in the systems area of coverage more than doubling in size and subscriber count. • Trained and mentored the junior supervisor and lead technicians in a newly expanded department.• Coached employees on how to identify barriers to achieving target metrics/quotas. Empowered employees with the skills to resolve issues and implement operational improvements.* Supervised 12 direct reports; an additional 15 indirect reports (second technical team and customer service representatives); and a fluctuating pool of contract labor.* Maintained a #1 performance ranking in the Western area of the CNY Division for twelve consecutive months.

Directed a broad portfolio of resources and functional groups to deliver cable, high speed internet, phone, fiber optics, and home security services. Accountable for daily production metrics and customer satisfaction. Responsible for installation and maintenance teams, fleet maintenance, warehouse functions, contracted labor, and facilities. Managed a staff of 15 direct reports; an additional 3 indirect reports (customer service representatives) and a fluctuating pool of contract labor. • Drove a highly responsive service team to garner exceptional productivity rates. Attained outstanding on-time arrival rates (98.3% vs. regional average of 94%), rapid delivery of repairs (on average same day - 1 day vs. division average of 1.5 - 3 days) and installations (1-3 days vs. division average of 3 - 7 days), and low rework/return visit rates (8.1% vs. regional average of 10.1%).• Calculated manpower resource availability and customer demand, and adjusted capacity to achieve target days-out (backlog) for service or installation.• Ensured cable system integrity, maintaining high rates of node health (98.6% vs. division average of 96%) and low outage repair times (1.68 hrs on average vs. division average of 3.04 hrs) through rigorous attention to system compliance (97.7% vs. division average of ~95%).• Responsible for upkeep and maintenance of area office / grounds. Obtained bids and granted contracts for various services ranging from skilled trades, janitorial and landscaping crews to seasonal plowing contracts.• Constantly worked to ensure the safety and well-being of the employee, customer and company. Responsible for education, compliance with OSHA / DOT regulations and promoted safety awareness.• Partnered with other functional groups, including Customer Care, Dispatch and Advanced Technical Services, to achieve common objectives; such as resolving reoccurring service issues and scheduling conflicts.

Managed the daily operations to provide cable and high speed internet services to residential and commercial customers. Oversaw all staff including service/installation, dispatch, warehouse, maintenance, construction, customer support representatives (Union and non-Union) and a supervisor, totaling 25 direct reports and a fluctuating contractor pool.• Maintained appropriate levels of inventory across functional areas using the PeopleSoft management system; efforts included supply replenishment and distribution, inventory management, forecasting, audits, and shipping/receiving.• Managed vendor relationships: negotiated pricing, placed orders and ensured receipt. Resolved delivery/billing issues. Successfully facilitated custom modifications to various products to better suit the company's specific needs.• Communicated and implemented all relevant processes, procedures, and policies, including technical, customer care and safety instruction, and random audits. Ensured compliance with each.• Specialized in providing high capacity fiber backbone services to municipalities, businesses, and area school districts.