Sandy Dupar - Orgeron Email & Phone Number

Texas, United States

United States

United States

Responsible for overseeing the physical installation, maintenance and repair of the company’s products and services to meet business objectives, create customer loyalty, grow revenue and manage costs. Led a team of 26 Field Service Technicians and contractor teams for field related functions including process and procedures, workflows, customer survey responses, employee management, fleet management, inventory management, vendor management, contract negotiations and training programs.Accomplishments: Manage expense, capital and headcount budgets with an annual operating budget of 1.4M, while analyzing ways to reduce operating costs. Responsible for driving performance objectives along with meeting the leading Key Performance Indicators to ensure department and company success metrics are met. Oversee and manage installation contracts over $1M in revenue along with the oversight and partnering with contracting teams. Preparing and presenting action plans to executive leadership. Manage hiring, retention, performance evaluations and development.

United States

Private Technology Company – Technical Support Manager February 2017 – I am responsible for a team of 45 of level one technicians, facility service representatives and 2 management direct reports who provide technical support on a national scope to approximately 2,600 facilities to various law enforcement and correctional facilities.Accomplishments: Develop and implement long-range performance plans for assigned staff.  Develop plans, procedures, and activities to support business recovery when problems occur including but not limited to, backup and restoration procedures, and customer communication. Develop work force plans to measure the capacity of staff to assess current and future activities to determine the need for additional resources. Execute daily, weekly and monthly Performance Management reporting tools, scorecards and leadership techniques to ensure acceptable levels of performance by staff.  Identified training and development opportunities, for Supervisors and Technical staff to increase proficiency in Communication inter-personal relationships and Technical skills. Use monitoring systems to detect issues prior to customer impact accelerating resolution time by 40%. Provide daily, weekly, monthly status reporting on individual and departmental performance.

Irving, Texas

Responsible for 35 associates and 4 management direct reports. Supported roughly 800 installation/maintenance, central office, and vendor team employees. Utilize Lean principles to optimize workloads and reduce wasteful business practices. Performed transition activities as part of the Verizon to Frontier acquisition. Accomplishments: Established response for times for technicians by automating data inquiry processes. Prioritized business and customer requirements that expedited customer resolutions.  Coached and developed staff who eventually were promoted to management role.  Improved employee accountability and achieved results by developing and implementing strategic action plans. Facilitated and led discussions on problem area identification and action plan evolution.

Irving, Texas

Led cross-functional teams to create strategic road maps in response to inefficient processes. Develop and implemented regional action plans for matrix teams. Accomplishments: Use data analysis, to identify the root causes for customer cancellations and disconnected drivers. Collaborated with executive stakeholders to tackle mission critical issue and maintain scorecards

Irving

Supported the Business Sales Teams through sales strategy and planning in alignment with National plans. Accomplishments: Successfully improved business revenue streams and customer penetration rates from 25% to 32% best in class. Managed a budget of $50K for spurts, collateral and marketing expenses. Negotiated with potential business customers to acquire the best cost-effective properties identified by engineering teams.

Irving, Texas

Provided technical support leadership to Fiber and Copper Operations for Texas, Florida and California regions with a staff of 105 associates and 8 management employees. Responsibilities included direct support to approximately 1,500 Verizon/Vendor technicians. Focused in securing Verizon’s revenue stream through the removal of daily roadblocks for the Operations team in facilitating strong technician completions and network adds to bill. Responsibilities in 2008-09 included Indiana FiOS as well as Michigan, Ohio, Wisconsin, Illinois South and North Carolina’s copper footprint. Accomplishments: Created a support desk model that evolved as a best practice across the Verizon footprint. Designed as a one stop shop for technicians to drive maximum efficiency and completion results. The initiative was a compilation of several cross functional teams in one location. Positive net gain of 6% in network adds to bill results. Implemented and lead the first Business focused support desk aimed to improve Business Net Promoter Scores. The business initiative was identified as a best practice and recognized by the Verizon CEO. Positive net gain results in CA of 7% and TX 3%. Developed key metric reporting for Operations and internal teams for the overall governing of Gross Adds and Completions results.

Irving, Texas

Establish practices, systems and teams within the FIRST Fiber Center for Verizon. Partnered with Region Operations and all IT developers negotiating requirements for the expansion of the center. Including all system applications. Managed multiple projects simultaneously while maintaining high company standards. Assist agents in diagnosing and resolving complex provisioning and network issues.Accomplishments: Developed and implemented staffing, training and mentoring programs. Co-developed a comprehensive training program that significantly improved overall team performance and internal customer satisfaction by 45%. Managed daily call center operations i.e resource management, department operational reports and track call center budget. Facilitated recruitment, hiring and training. Provided one-on-one and group instruction. Responsible for leading a team of 50 network technicians for Tier I and Tier II support. Troubleshooting network elements, routers for central office and outside plant.

Irving, Tx

Accomplishments: Workforce Management - Intraday and forecasting call volumes based on historical data and trends. Partnering with management and executives for direction on meeting call center goals. Achieved and sustained 97%+ of forecasting targets through effective analysis utilizing historical call and data trends ■Partnered with center management and executives to lead the center in attaining key goals

Bachelor Of Business Studies, Management

Pursuing Bachelors, Business Administration And Management, General