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<pre>Array ( [var] => cut_url ) </pre> Resume for Rob H. for Manager / Supervisor / Team Leader / Telecommunications Services in Raytown, Missouri. Search More Resumes for Manager / Supervisor / Team Leader on #F2FW4QFST

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Resume for Rob H. for Manager / Supervisor / Team Leader / Telecommunications Services in Raytown, Missouri

Occupation: Manager / Supervisor / Team Leader Industry: Telecommunications Services
Country: United States City: Raytown
State: Missouri ZIP: 64138

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Hardy Ave Raytown, MO / Tel Email:  


Manager with more than years of proven success growing a business, reducing expenses, increasing profits, and providing strategic assistance to other areas within the company to develop a cohesively managed business. Experienced in facilitating change in a workforce to support reengineering initiatives and exceed organizational, financial and quality objectives.  Professional experience includes operations, customer service, call center and network.  Cultural experience includes living in Taiwan, Brazil, Paraguay and United States 

Areas of Expertise 

• Productivity Improvement  • Policy & Procedure Development • Staff Models

• Team Leadership   • Process Reengineering  • Cost Reduction

• Strategic Planning   • Documentation & Reporting  • ISO                 • Technology Implementation  • Training & Development  • Change Management

• Union Management   • Operational Management  • Relationship Building 

Professional Experience

Manager Network Central Support Uverse AT&T Kansas City, Missouri                     Present

Provide districtwide operations support for + field managers and technicians.  Design and deliver customized reports to improve efficiency, utilization and productivity.  Develop communication channels with upstream suppliers to improve ability to deliver the best possible customer service.  Assist with budget analysis and allocation of assets.

• Achieved districtwide increase of over % in efficiency by developing solutions as part of quality management team

• Interpreted operations billing procedures to marketing and sales departments

• Design, develop and deliver customized reports to field managers to supervise technicians

• Participate in forecasting activities for personnel, vehicles and tools

• Analyze data and identified trends associated with installation efficiency and quality

• Collaborate with district manager on daily basis; presented weekly key measurement reports

• Assist in managing budgets, records, materials coordination and purchasing 

Training & Development Manager AT&T Kansas City, Missouri                                          

Represented Southwest region during consolidation process, providing expertise during transition from four separate regions to one cohesive unit.  Assisted in the development and implementation of new efficiencyand productivityenhancing technology, forcetoload model and reengineered processes.

• Proven leadership in ISO techniques that streamline operations and add to profits

• Led Southwest team for strategic reengineering of existing process and procedures for postmerger consolidation to achieve synergistic benefits

• Represented Southwest region in the strategic development of technology designed to reduce call center operating expenses by %

• Subject Matter Expert for development of global call center forcetoload forecast model and budget

• Reengineer processes to allow additional work to be absorbed resulting in % increase productivity and % postmerger cost savings

• ISO auditor and electronic document coordinator ensuring continued compliance with ISO guidelines to retain certification

• Develop Business Objects reports for departmental data needs and to support merger initiatives across the corporation

• Manage, train, mentor and develop managers, union technicians, customer service representatives and clerks in two states in an inbound/outbound Call Center 

Manager Global Network Field Operations AT&T Kansas City, Missouri                         

Managed union employees, implementing procedural and behavioral changes to form an improved, more efficient team.  Developed standardized procures to increase quality of customer service to internal and external customers while reducing cost.

• Developed a major cost control in the Executive Complaints program which cut overhead % while increasing ontime delivery of resolution

• Served as key leader in effectively managing % revenue growth

• Investigate and resolve all complaints from various state Public Utilities Commission and Federal Communications Commission involving operations

• Analyzed consumer outages and report results to Arkansas Public Utilities Commission 

Manager Network Operations Center SBC Kansas City, Missouri                                    

Managed a team of union technicians, developing procedures to update network elements and improve profitability.  Participated in designing, improving and implementing procedures for a $ billion project.

• Managed and developed staff of up to union employees responsible for software maintenance for Lucent ESS switches

• Achieved doubledigit increase in revenue by leading team through four highly successful total central office switch upgrades

• Achieved % reduction in pastdue orders by leading specialcross functional team of managers and union technicians to develop and implement new processes 

Manager Network Maintenance SBC Kansas City, Missouri                                              

Led a team of technicians in a central office to implement and improve network reliability while reducing costs.  Managed requests from competitors as they sought access to SBC's most strategically important central office.

• Managed and developed union technicians and data processing clerks

• Developed and implemented procedures for maintaining emergency engines to supply power during commercial power failures to ensure continual seamless service to customers

• Reengineered processes to achieve % reduction in plant operation errors

• Achieved Certificate of Appreciation from the White House Communications Agency 



University of Kansas, Lawrence, Kansas

Concentrations:  Finance, International Business and Strategy     GPA: .

Bachelor of Science, Electrical Engineering,

University of Kansas, Lawrence, Kansas 


English, Spanish, Portuguese, Mandarin and Taiwanese

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