Area Manager - Technical Support Resume Austin, TX - Hire IT People

EXECUTIVE PROFILE:

Operations Management
Consulting
Cost Reductions/ Revenue Growth
Business Process Improvements Q Merger Management
Customer Service
Employee Training & Supervision
Client Relations Management ndustry - respected, performance-driven, and highly technical business leader determined to leverage a strong career in program and project leadership to contribute to your company bottom line.

Recognized for streamlining operations, executing process improvements, enhancing staff performance, and upholding a productive working environment.
Career highlights include exceeding financial goals in numerous roles , managing the launch of U-verse Technical support call centers from strategy to fully operational centers (on-shore and off), and most recently in 2016 overseeing a $240M capital budget and a 90M+ expense budget .
Highly collaborative and engaging; maintain solid relationships with professionals and clients. Oversee multiple projects. Reach tight deadlines.
Extensive exposure to call center launch management, employee training and supervision, program implementation and administration, project leadership, and customer care.

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

Area Manager - Technical Support

Responsibilities:

Responsible for a team of 10 project/program managers who manage the delivery of fiber to new and existing multidwelling units (MDU/Apts) and single family homes .

Director of Product Marketing

Confidential

Responsibilities:

Accountable for planning, product communication, and product realization for the In-home Video Product.
Manage $ 94M in expenses and a capital budget of $ 240M for the In-home Video Team.
Prepare monthly scorecard and reports for In-home Video (IHV) products.
Direct the Entertainment Group’s ( Confidential ) IHV product roadmap, product demos, and project database (Xchange).
Oversee the Confidential Xchange communications/alerts.

Director of Product M arketing

Confidential

Responsibilities:

Oversaw all aspects of U-verse content on-boarding (linear, VOD/PPV, online, mobile, applications, packaging, and pricing) for consumer channels.
Researched, created, and delivered presentations for senior executives.
Launched hundreds of national linear channels on U-verse .
Performed successful revamp of U-verse On Demand menu.
Managed all packaging and pricing updates for the U- verse TV product and the annual IPTV price increase notifications.

Director of Customer Care

Confidential

Responsibilities:

Served as Strategic Lead and Director of Operations of Tier 1 and Tier 2 technical support for Confidential & Confidential IPTV, High-Speed Internet, and VoIP from 2005 to 2009. Ramped 4 in-house and 13 outsourced call centers from 2006 to 2009.
Supervised the daily activities of large teams including 55+ management employees, 800+ in-house technical support agents, and 2200+ outsourced technical support agents.
Administered a $110M+ budget. Researched, developed, and delivered presentations for senior executives and clients.
Examined and wrote documents; requests for proposal responses, vendor contracts, and strategy documentation.
Directed all aspects of call center launch; personnel, physical plant, forecasting, budgeting, and scheduling.