John Wilson Email & Phone Number

Greater New York City Area

Reconciles all Technician and Warehouse inventories. Coordinates equipment replenishment with Warehouses, Vendor and Shipping company. Creates and corrects work orders for Installation, Repair and Disposal of equipment. Oversees all Warehouse Safety initiatives as Safety Champion.• Analyze parts and equipment usage to determine proper inventory levels and reorder points.• Review work orders and asset movements to correct system errors.• Successfully consolidated four workgroups in a new warehouse facility.• Provides ad hoc Equipment availability and placement reports to senior leadership.

Staten Island, New York, United States

Coordinated with Field Service Supervisors and Dispatchers to provide Dispatch Support for Tri-State Metro Operating Unit.• Adjusted Field Technicians schedules between service locations to meet call volume demands which helped improve overall calls per day.• Provided daily dispatch report, twice daily service report and technician schedule starts.• Reviewed call logs to ensure that calls were not missed.

Greater New York City Area

Provided Administrative Support for all garages in Southern Manhattan. Created performance reports for Area Managers and Director. Coached Supervisors on administration of Absence Control Plan.• Maintained schedules for 125 field technicians and 12 managers. Partnered with Dispatch Center to ensure workforce met daily requirements. Increased the number of jobs completed per technician per day from 2.1 to 2.5 • Provided support and training for all mobile devices including onboard, repair and replacement for Tech Tablets. Improved tablet replacement turnaround time from 3 days to 1 day.• Complied daily performance reports for Mobile Garages. Contributed to 15 minute improvement in Mobile Garage departure time.• Created Site Emergency Action Plan and performed Monthly Building and Fire Extinguisher Inspections. Contributed to 100% on site safety record.

Manhattan

Collaborated with Supervisors, Force Managers and Administrative Managers to improve efficiency in a large sales call center.• Challenged with improving Sales Representatives Adherence To Schedule. Analyzed workforce inefficiencies and instituted an improvement plan. Within 2 months Adherence was improved from 77% to 95%.• Represented Management in First and Second Step Grievances. Maintained Labor Relations Database and provided information for arbitration cases.• Administered access to multiple sales systems for 160 Customer Service Representatives and 16 managers. Improved offline time from 32 minutes to 12 minutes.• Facilitated all Computer Based and Leader Led training. 100% training deadlines met.

Greater New York City Area

Created a new Call Center to assist customers from NY, NJ, PA and DE with billing questions. Oversaw day to day operations of the Call Center. • Integrated 50 Directory Assistance Operators into Customer Service Sales Center to create Toll Billing Inquiry Center. Improved sales performance by taking over non-sales calls.• Improved office efficiency through creation of Escalations Team and Force Team. Decreased Average Handle Time from 751 seconds to 510 seconds and increased Adherence to Schedule from 70% to 92%.• Managed a special project to survey recent Fios customers about their experience in an effort to improve Fios customer installation experience. Completed over 50,000 surveys.

Greater New York City Area

Led teams in Directory Assistance Call Center. Represented the Director on high profile special assignments.• Provided training and development for teams of 30-50 Directory Assistance Operators and administered evaluations for all new hires. Successfully developed over 75 new Directory Assistance Operators• Analyzed performance data and monitored live calls to create Operator Efficiency Training Program. Decreased Customer Serve Time from 23 seconds to 20.5 seconds.• Represented District Director on a development team to create a Mechanized Absence Tracking System. The system was successfully implemented nationwide and helped to improve overall absence rates.• Mentored new Supervisors as a member of the Director's Mentoring Group. Shaped several successful Supervisors, 2 promoted to Area Managers.