Responsible for identifying new fiber build opportunities that exceed financial business case requirements for cost versus profitability. Oversee communication before, during and after the fiber construction process. Drive sales penetration in TruVista’s new rollout areas post construction and existing markets in Georgia. Develop trusted business relationships with residential real estate developers, property ownership groups, real estate professionals, and zoning/economic development departments who are associated with existing and new build residential developments and apartment buildings. Focused on positioning TruVista as a premium, “need to have” fiber services provider and effectively communicate the TruVista value proposition.

Launched new internal business repair/service assurance organization previously outsourced, with goal of improving overall CX. Provided leadership and direction to 24/7/365 multi-site service assurance organization focused on resolving business customer service issues (Voice, Data, Transport, SaaS, and Managed Network Services). • Identified and implemented improvements in all aspects of business repair customer experience (i.e., portal self-service, IVR/ACD, proactive ticketing, outage notification, service level, FCR and MTTR).• Created 24/7/365 “Elite NOC” service assurance organization dedicated to the highest MRR business customers and achieved greater than 98% service level, less-than-three-hour MTTR, and +90 relationship NPS.• Drove significant improvements in CX that resulted in record relationship and transactional NPS and CSAT scores, taking NPS from -20 to +20 in < 18 months. • Implemented repair upsell referral process that increased business copper to fiber migrations by over 400% YoY.

Led and directed 24/7/365 multi-site NOC organization focused on network surveillance, power/environmental, transport, IP and voice network operations, change management, and FCC/PUC reporting. Monitored and repaired over 150,000 route miles of fiber. Identified customer impact of network events and provided status updates to business based on severity and customer impact.• Focused on all aspects of network trouble prevention and resolution, driving significant improvements in MTTR, customer outage hours, network reliability, and overall customer experience. • Drove major improvements in network monitoring and proactive ticketing by leveraging Netcool, Resolve, and Remedy ticketing.• Led RFP development and vendor review that resulted in the outsourcing of non-strategic network support functions to significantly reduce operational costs.

Provided executive leadership to 24/7/365 multi-site enterprise repair organization with 800-plus employees. Reorganized diverse teams added via acquisitions into one service-driven, customer-focused repair support organization. Implemented elite, major, and enterprise programs to provide specialized support to higher value customers. Named key member of executive acquisition team for multiple large company acquisitions. Served as business owner for CRM/trouble system consolidation projects to combine acquired systems.• Achieved year-over-year net promoter and customer satisfaction score gains by identifying and removing roadblocks otherwise negatively impacting customer experience. • Implemented significant process improvements that drove record improvement in Service Level, MTTR, NPS and CSAT.• Selected by CEO as executive leader to roll out new culture program and train the 12,000-member employee base.

Directed 24/7/365 multi-site ILEC repair, DSL, assignment, provisioning and dispatch organization encompassing 600-plus employees supporting 3 million customers. Managed 500-plus outsourced agents in both near-shore and offshore environments. Drove year-over-year improvements in service level, mean time to repair, customer satisfaction, and repeat trouble metrics. Reduced operating costs by 30% over previous run rate via outsourcing.

Led and directed Customer CARE (sales, billing, and collections) teams in multi-state environment (1,200 full-time employees total) supporting 3 million business and residential customers. Generated double-digit increases in sales per order and sales per call year-over-year through consultative selling of products/services. Fostered sales of key products/bundles to drive industry-leading DSL/satellite penetration rates. Interfaced directly with public service commissions to ensure regulatory compliance.

Led HR integration for largest acquisition in Company history. Negotiated and oversaw the administration of Union contracts with multiple CWA and IBEW labor union locals. Participated in the decertification process for all Alltel union locals in the state of Georgia. Represented the Company in all grievance proceedings up through arbitration. Focused on all aspects of HR including recruiting, hiring, retention and performance management.

Chosen as one of only two internal Company employees to participate in an 18-month management development program. Spent two months in each essential department performing the work to enhance knowledge of telecom operations (construction, installation and repair, customer service, engineering, CO, accounting, warehousing/procurement, HR, Sales and Marketing).

Worked as Operator and CSR while completing master’s degree. Provided front line customer support for repair, directory assistance, operator, and customer service-related issues (orders, billing, payment arrangements).