TRAINING

Thomas Rodgers

Email: aboqtk@r.postjobfree.com

Address: **** ***** *******

City: Converse

State: LA

Zip: 71419

Country: USA

Phone: 318-***-****

Skill Level: Management

Salary Range: 70

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Thomas Rodgers

Career Accomplishments Summary

CUSTOMER TRAINING

Situation - Incoming CLEC orders failed system edits and required manual review to process.

Action - With a team of eight first and two second line managers we:

a)Designed web courses to explain the pre-order and order processes for every order transaction

b)Hosted web seminars to address edit interaction and explain requirements

c)Prioritized incoming order defect information

d)Targeted high value customers for individual training

e)Developed customer surveys for feedback on training

Results - We doubled incoming order center order flow through rates and received excellent customer ratings for quality of training.

PROJECT MANAGER

Situation - Comply with FCC Order to replace twenty two state and one federal switched access tariffs.

Action - Developed Program Office cross functional matrix organization to:

a)Develop GTE specific product description,

b)Define OBF release into GTE CABS billing enhancements,

c)Update OBF release into GTE EXACT/TUF service order process enhancements,

d)Inventory embedded network and provide the customer with their network optimization options,

e)Develop and coordinate employee retraining,

f)Develop sales collateral and sales support network optimization tools,

g)Develop operational budgets and progress plans,

h)Created external communication program for industry and high value carriers.

Results - On time filling of all required tariffs without interruption in $4B revenue stream post conversion and with day one compliant ordering systems.

- Corporate Team Excellence Award

- Individual Leadership Award

PROCESS IMPROVEMENT TEAM LEADER

Situation - GTE was benchmarked as the high cost provider of DS1 service with below average on time delivery.

Action - Executive assignment to Leader of Process Improvement Team was made with four first line reports.

a) Identified key cross functional matrix reports with eight operating companies

b) Completed Six Sigma training as team

c) Compiled missed due date root cause data and assessed process stability

d) Identified employee training opportunities

e) Designed process improvement beta tests and implemented best practices

Results - The multi functional team reengineered the DS1 provisioning process and attained a 6 SIGMA improvement in due date delivery in twenty-four states. Essential customers acknowledged our results with first Exceeds Expectations Rating and we attained the essential strategic supplier ranking.

- Received Corporate Team Excellence Award

- Received Individual Leadership Award

Situation #2 - GTE faced competitive pressure for dedicated private line services and need to differentiate itself to compete.

Action - As an individual contributor I was assigned the task of developing a service guarantee for private line services based on Harvard Business School paper.

a) Designed a service guarantee program that did not require additional manpower by using current root cause data.

b) Created billing adjustment codes that flowed directly to billing adjustment with descriptive language

c) Modified accounting rules to avoid refunded monies from inclusion in rate requirement calculation

d) Drafted federal and state tariff language to define program and coordinate introduction

e) Created training collateral to position program as commitment to continual improvement and table stakes for competitive environment

Results - The GTE Performance Commitment Program when introduced was the first service guarantee program within the telecommunications segment.

-Received Individual Excellence Award

EMPLOYMENT

Self Employed July 2005 to Present

- Rental property owner and small ranch owner.

Verizon Sr. Manager Carrier Services Jan 2004 to July 2005

See Customer Training Accomplishment Summary

January 2000 to January 2004

System Change Management - supervised ten first line managers

Hosted industry change control meetings to discuss upcoming system enhancements, prioritize enhancements, monitor compliance with industry timeliness of notification guidelines and submit metric results to FCC.

GTE Sr. Manager Wholesale Mkts. August 1996 to January 2000

GTE Change Management - supervised four first line managers. Negotiated with CLEC industry GTE CMP and introduced necessary system reviews to detect CLEC impacting enhancements and provide appropriate notification.

Participated in CLEC Arbitration negotiations as operational support expert including service level agreements, contract language and tariff review.

GTE Manager Wholesale Mkts.February 1995 to August 1996

See Process Improvement Accomplishment

July 1992 to February 1995

See Program Manager Accomplishment

January 1991 to July 1992

See Process Improvement Accomplishment #2 situation

December 1989 to January 1991

National Account Manager for US Sprint. Negotiated service level agreements with Sprint and represented customer's interest to operational business units. Implemented Sprint customer satisfaction survey and managed performance improvement programs. Corporate escalation contact point on all operational impacting issues.

November 1987 to December 1989

Manager Operational Support - Centralized staff support for all special and switched access order centers. Managed AT&T's operational issues to resolution.

GTE California Sr Administrator Nov. 1981 to Nov. 1987

I was a supervisor in the 1) GTE Special and Switched Access, 2) Data and Network Sales, and 3) Foreign Exchange/800 Order Centers. I resolved customer escalations including California PUC and FCC informal complaints, developed operational budgets and developed operational metrics and reports.

FORMAL EDUCATION

1975- 1978 Angelo State University San Angelo, Texas - BBA Management

1974-1975 Tarleton State University Stephenville, Texas

1970-1974 Central High School San Angelo, Texas

CORPORATE TRAINING

Project Management corporate certification - (PMP courses)

Process Improvement department certification - (Six Sigma courses)

Executive Marketing Management Development Program

Wholesale Business-to-Business Account Manager Certification

Wholesale Business-to-Business Operations Manager Certification

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