Jeff Mcgregor Email & Phone Number

Tyler, Texas, United States

Tyler, Texas Area

Tyler, Texas Area

 Monitor budget for Capital projects, local system P&L, establish local system’s monthly budget for contract labor, managing full cycle of PO’s. Helped establish new Auto-Invoicing process for contract labor within the Texoma Region, including writing process for discrepancy submission from vendors and working with local system leadership and vendor leadership to reduce discrepancies. Reduced discrepancies from 36% in January 2013 to 2% in September 2013.  Liaison between warehouses in our local systems, regional, and finance teams to ensure systems are adequately stocked with necessary amount of CPE. Work with regional team, finance, and local systems on budget submissions/reviews for following year, including Capital/Expense projects, P&L, vehicles, and RGU expectations. Provided support, recommendations, and data to our Stillwater, OK system during college rush that saw an improvement from previous years in installation quota days out from 3 weeks to same day or next day. Currently standardizing warehouse operations and new-build process in the North Texoma area, developing Contractor training, and enhancing order entry processes for phone services within our Call Center and local system teams.

Tyler, Texas Area

 Stand up Texoma Node Element Surveillance Team (N.E.S.T.) managing multiple reactive and preventative outage processes, enhanced Nodegrade processes, added Facilities monitoring and standardized Regional procedures. Team is outperforming all other Regions. Lead group of Dispatchers in Regional Dispatch Department responsible for customer appointment fulfillment through use of Time of Arrival (TOA) software tool, and answering inbound calls from technicians.

Tyler, Texas Area

Manage Voice Operations for Texoma and Mid-South Region. Managed a team of 5 Supervisors and 74 agents. Supported Voice Operations Order Management transactions, installation of all products, advanced troubleshooting for Phone and Home Security customers, and performed Plant Monitoring/Outage Dispatch for the Central, Mid-South, and Texoma Regions. Maintained the Network Abuse and DMCA policies, and supported customer online interactions such as live chats and email support for the entire company. Helped to coordinate successful phone order entry, installation, and troubleshooting efforts between the Local Office, Call Centers, Corporate Voice Operations, NOC and Sprint. Updated Training Department, Call Center, and Field Support teams on most up-to-date telephone troubleshooting, order management procedures, Home Security, Network Abuse/DMCA and plant-outage monitoring. Created scorecards with task oriented metrics and adherence/compliance to work schedule to ensure team is efficient with time at work and meeting goals of the department. Set and managed team to work within Service Level Agreements (SLA’s) so that customer, field, and dispatch were responded to promptly.

Tyler, Texas Area

 Completed User Acceptance Testing (UAT) and Operational Readiness Testing (ORT) for Sigma data provisioning platform that included identifying work order processing and resolving errors. Played a major role in Telephone UAT and ORT testing between ICOMS, Sigma, and Sprint. Helped identify errors in templates and researched corrections using knowledge of Sprint documentation and Sigma functionality. Utilized as Subject Matter Expert (SME) for order management and install/post-install procedures, including supporting other Voice Operations Regions during system launches. Opened, managed, and completed outage tickets using Remedy by documenting causes and resolutions of the outage. Contacted on-call technicians for all area and single customer outages for the entire Middle America COX (MAC) Region. Monitor Deregistered Modems, Power Supply, and Tower alarms using Netcool/Omnibus.

Tyler, Texas Area

• Worked with call center and local office managers to implement VSN for Tyler to be the centralized dispatch department for MAC region.• Created Methods & Procedures for MAC region pertaining to after-hours and weekend service call procedures.• Monitored and evaluated agents for coaching opportunities using motivational skills and retraining team members as needed.