Customer Service Manager

JOHN M. RILEY

*** ********* *****, **********, **. 23114

804-***-**** c ? 804-***-**** h ? abi0hw@r.postjobfree.com

Manager/Supervisor

Telecommunications Management / Operations Management / Quality Improvement

Customer Satisfaction / Project Management / Contractor Liaison

Motivated manager skilled in training, developing, and managing high

performance teams in an efficient and cost effective manner. Very good

customer service skills. Utilize combination of operations and technical

expertise to effectively manage resources and motivate team.

QUALIFICATIONS and SKILLS

Leadership: Strong listening and evaluating skills

Customer Service: Excellent understanding of how to provide exceptional

customer service.

Coordinating / Planning: Outstanding organizational and thought skills.

Teaching: Exceptionally skilled at understanding and presenting.

Skills: Leading teams to meet critical time requirements. Resourceful.

Very good team player. Reducing costs using "hand-on" approach.

Detailed facility planning and maintenance. Exhaustive quality assurance.

Safety Management and safety training. Business process improvement

strategies. Capital projects and capital improvements. Employee and

labor relations. Microsoft Word, Excel and Outlook.

Career History

Verizon Communications, Inc. 1979 - 2010

Local Manager, Field Operations - Customer Operations - Richmond, Virginia

(2005-2010)

Manage team of up to 20 technicians. Responsible for the installation and

maintenance of telecommunication services for business and residential

customers in the Richmond territory. Manage continuous process improvement

initiatives to achieve productivity and quality objectives. Ensure high

level of customer satisfaction.

. Met motor vehicle objective by achieving zero accidents for three

consecutive years

. Reduced customer complaints by 2% during the period 2008-2010

. Increased Productivity 1.5% Year Over Year while maintaining service

levels

. Improved Quality of work 2% Year Over Year during the period 2007-2010

. Improved Buried Wire Completion rate 200% during the period 2005

. Improved Contractor Payment rate 85% reducing late payment fees

Local Manager, network construction - Richmond, Virginia (2003-2004)

Led team of 15 Cable Splicing technicians. Responsible for completion of

projects involving the rearrangement and reconnection of copper and fiber

telecommunications cabling. Also responsible for the deployment of the

fiber-to-the-home network in the Richmond and Northern VA areas.

. Successfully managed Richmond International Airport Expansion and the

West Point, Va. Department of Transportation Highway and Bridge

Project in addition to day to day job responsibilities

. Achieved 90% completion rate of Northern Va. Fiber Optic Network

deployment during time in project

. Expeditious service restoral following tropical storm Gaston

. Conducted weekly meetings to prioritize demand work

Local Manager, Field Operations - Customer Operations - Richmond, Virginia

(2000-2003)

Manage team of over 15 technicians. Responsible for the installation and

maintenance of telecommunication services for business and residential

customers in the Richmond territory. Manage continuous process improvement

initiatives to achieve productivity and quality objectives. Ensure high

level of customer satisfaction.

. Developed and implemented remedial quality assurance training for 100+

technicians within direct managers scope of responsibility

. Coordinated with Virginia Dominion Power for power restoration of

major work facility and safe restoral of communication service to

customers

. Participated in out-of-town assignments for service provisioning and

restoration

. Partnered with other groups for 24/7 facilities repair of major damage

in Petersburg, Va.

Various Supervisory and Non-Supervisory Positions, Richmond, Virginia (1979-

2000)

Instructor - Basic Telephone Installation and Repair (1998-2000)

Telephone Installation and Repair Technician (1990-1998)

Telephone Repair Call Center Associate (1983-1990)

Telephone Call Center Operator (1979-1983)

Education & Awards

BA, Dramatic Art, Lynchburg College, Lynchburg, VA

Alpha Psi Omega

Technical Certification, Product Knowledge, Leadership Classes, Safety

Training - Annual Requirements

2007 Company representative to the Petersburg Chamber of Commerce -

recipient of the 50 year member award

Valid Chesterfield County Background Check

Chesterfield United Football Club Volunteer

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