Experienced Operations Manager with a demonstrated history of driving operational excellence and enhancing customer satisfaction in the IT-service delivery and field operations sector. At Qwest/Centurylink/Lumen, I led strategic initiatives to optimize response times and exceed customer expectations, integrating advanced tools like MS Teams, Tableau, and Power BI to drive performance improvements.My key achievements include a 500% increase in Net Promoter Score (NPS) within six months… Show more Experienced Operations Manager with a demonstrated history of driving operational excellence and enhancing customer satisfaction in the IT-service delivery and field operations sector. At Qwest/Centurylink/Lumen, I led strategic initiatives to optimize response times and exceed customer expectations, integrating advanced tools like MS Teams, Tableau, and Power BI to drive performance improvements.My key achievements include a 500% increase in Net Promoter Score (NPS) within six months, an 8% reduction in power consumption with projected 11% savings, and a 50% reduction in SLA fines through data-driven strategies. I championed a customer-centric approach, fostering a culture of accountability and continuous improvement across the organization.In addition to my technical expertise, I am committed to servant leadership, empowering my teams through education and collaboration. This approach led to a 12% decrease in motor vehicle accidents and a 20% reduction in workplace incidents, emphasizing employee well-being and safety.With a Bachelor of Business Administration from the University of Phoenix, I am adept at managing cross-functional teams, vendor relations, and comprehensive planning to ensure seamless execution and cost-effective outcomes. My goal is to bring my experience and passion for operational excellence to new challenges, particularly in the public sector, where I can contribute to community betterment and make a meaningful impact. Show less

Oversaw the day to day scheduling, payroll, customer resolution safety, etc.., my experiences as a supervisor has been defined by a steadfast commitment to leadership, customer service excellence, and operational efficiency. I am proud of the impact I have made in driving organizational success and empowering individuals to reach their full potential. I look forward to continuing to leverage my skills and experience to contribute to the success of future endeavors.

Delivered exceptional service to both residential and business customers, ensuring their technical issues were resolved promptly and effectively.Played a key role in the outage response team, demonstrating the ability to quickly diagnose and address service interruptions to minimize downtime for customers.Applied strong technical acumen to troubleshoot and diagnose issues with cable systems and related services.Shared expertise and insights with team members, fostering a… Show more Delivered exceptional service to both residential and business customers, ensuring their technical issues were resolved promptly and effectively.Played a key role in the outage response team, demonstrating the ability to quickly diagnose and address service interruptions to minimize downtime for customers.Applied strong technical acumen to troubleshoot and diagnose issues with cable systems and related services.Shared expertise and insights with team members, fostering a collaborative and efficient work environment.Actively participated in training programs to stay updated on the latest technologies and industry best practices. Show less