Manages local operations teams in multiple communities across Idaho and Montana focusing on customer retention, and timely service delivery. Ranked in the top five nationally for four consecutive years. Created a spreadsheet that tracks the performance of each team member on a monthly, and annual basis. This spreadsheet has now been adopted by multiple management teams across Frontiers’ footprint to improve individual performance.

Managed daily operations of Central Station personnel. Provided third level customer support and trouble resolution for dealer alarm issues. Successfully lowered response time on medical alarms from over 30 seconds to just five seconds. Assisted sales and marketing teams in the retention of several major accounts through direct customer interaction and by achieving resolution of major alarm processing issues.

Overall responsibility for Focal facilities in Minneapolis, Dallas and Houston, TX. Provided guidance to sales, customer care and operations teams. Managed internal and external requests for new service and maintenance. Directed site maintenance and security functions. Collaborated with sales and customer care departments to isolate new opportunities and ensure customer satisfaction. Administered facility tours to clients and assisted Account Executives in the development of customer… Show more Overall responsibility for Focal facilities in Minneapolis, Dallas and Houston, TX. Provided guidance to sales, customer care and operations teams. Managed internal and external requests for new service and maintenance. Directed site maintenance and security functions. Collaborated with sales and customer care departments to isolate new opportunities and ensure customer satisfaction. Administered facility tours to clients and assisted Account Executives in the development of customer proposals . Show less

Supervised and mentored 14 management personnel and 225 engineers in two separate departments. Addressed employee and union issues. Managed individual supervisors and teams to isolate and correct performance issues. Recruited and developed 27 new employees in his first 12 months with US West. Drove Service Delivery Provisioning and Repair performance from "Worst in Class" to “Best in Class” status in his first six months of department management.

Began professional career as a technician for MCI. Within three years was promoted to Operations Supervisor, and then to Provisioning Manager due to successful attainment of Service Delivery goals. Relocated to Chicago to assume Provisioning Management for the Midwest. Three years later received a request from MCI’s President of Operations to move to Texas to assume the duty of Senior Manager, Central Region Service Delivery. Appointed by MCI’s Vice President of Service Delivery to draft… Show more Began professional career as a technician for MCI. Within three years was promoted to Operations Supervisor, and then to Provisioning Manager due to successful attainment of Service Delivery goals. Relocated to Chicago to assume Provisioning Management for the Midwest. Three years later received a request from MCI’s President of Operations to move to Texas to assume the duty of Senior Manager, Central Region Service Delivery. Appointed by MCI’s Vice President of Service Delivery to draft and implement MCI Service Delivery SLA. Initiated a study on order processing and implemented MCI’s Work Unit initiative allowing MCI to redirect provisioning resources as needed. Developed MCI’s Service Delivery Training system and trained personnel in all three regions. Show less