Carlos Adnaldo Quirindongo
WIMAUMA,FL
Summary
A highly accomplished results driven operations management professional. Excelling in leading teams, optimizing operations, and driving strategic initiatives, demonstrating expertise in executive support, capacity management, and project leadership. Proven ability to lead teams, manage budgets, and monitor KPIs to achieve performance optimization and exceed business objectives
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr. Analyst
Verizon
03.2015 - Current
- Provide executive support: communications, meeting planning, reporting, analysis, and center reviews.
- Capacity management for clock and force to load management.
- Establish and implement standards for uniform documents and templates.
- Develop reports and reporting tools to drive business decisions and reduce expenses.
- Analyzed complex data sets to identify trends and inform strategic business decisions.
- Developed and implemented process improvements to enhance operational efficiency across departments.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
Local Manager - I&M/Construction
Verizon
06.2017 - 03.2019
- Directly responsible for 23 FiOS/Copper technicians, indirectly for 65.
- Coordinate installation orders and repair tickets for FiOS and Copper business and residential customers.
- Achieved 7.4% HPD improvement in 4 months with a new scorecard, implemented statewide in RI.
- Manage geographical area, job planning, tool ordering.
- Motivate team in a high-performance environment, monitoring progress and development.
- Daily interaction with union representatives and knowledge of Collective Bargaining Agreement.
- Resolve executive complaints and customer escalations.
Local Manager-Field Operations
Frontier Communications
01.2017 - 06.2017
- Capacity manager for five managers, overseeing clock and force to load, overtime, and daily reports for seven states.
- Maintain scheduling and vacation within capacity parameters.
- Utilize data for statistical analysis to forecast future capacity.
- Supervise 26 FiOS and copper associates.
- Coordinate installation and repair tickets for FiOS and copper business and residential customers.
- Knowledge of FiOS and copper operations, safety practices and procedures.
Sr. Manager
Frontier Communications
04.2016 - 12.2016
- Lead field control center member, supporting construction and field operations during Frontier conversion from Verizon systems.
- Support all aspects of Business and Consumer field operations (FiOS, Copper, HSI, Construction).
- Lead and manage a team of six operations management and field support staff.
- Manage capital tool budget, inventory, and ordering.
- Develop reports and reporting tools to drive business decisions and reduce expenses.
- Produce and present executive presentations to senior leadership.
Sr. Manager
Verizon Florida LLC - Strategic Initiatives
04.2015 - 03.2016
- Support all aspects of Business and Consumer field operations (FiOS, Copper, HSI, Construction).
- Lead and manage a team of ten operations management and field support staff.
- Conduct performance appraisals and provide development training.
- Analyze key regional opportunities to drive multiple metrics.
- Managed multiple high-impact projects simultaneously, ensuring alignment with corporate objectives and stakeholder expectations.
Local Manager - Dispatch Resource Center
Consumer and Mass Markets - Verizon Florida LLC - Operations
07.2013 - 04.2015
- Managed dispatch resource center and buried service wire, assisting all districts in the region.
- Managed a team of 14 direct and 68 indirect craft associates.
- Managed daily force to load requirements to meet commitment times for FiOS and copper customers.
- Managed PROACT dispatch in a 24-hour center and daily overtime to meet budget.
- Drove autoloader, zero touch, and IPACD results to exceed objectives.
- VLSS greenbelt project: reduced employee originated (EO) tickets, improved customer satisfaction.
Local Manager
Consumer and Mass Markets - Verizon Florida LLC - Operations
05.2010 - 07.2013
- Directly responsible for 14 FiOS technicians, indirectly for 30.
- Coordinated installation orders and repair tickets for FiOS business and residential customers.
- Achieved outstanding customer service (NPS).
- Managed geographical area, job planning, tool ordering.
- Motivated team in a high-performance environment, monitoring progress.
- Acting operations manager (ACOM) for Lakehaven district (7 months).
Sr Cslt-Operations
Consumer and Mass Markets - Verizon New Jersey Inc. - Operations
10.2008 - 04.2010
- Analyzed key regional opportunities to drive multiple metrics.
- Generated and developed new communication methods, tools, and processes.
- Managed self-created project plans to meet deadlines.
- Managed executive escalations.
- Produced executive presentations and provided real-time presentation support.
- Developed reporting tools to drive down expense and cost.
- Managed New Jersey emergency control center (ECC).
- Developed and implemented Craft and Management Program (CAMP) throughout New Jersey to improve morale and production.
Area Operations Manager
Consumer and Mass Markets - Verizon New Jersey Inc. - Operations
06.2007 - 10.2008
- Responsible for 10 local managers and 150 field technicians in FiOS and Core business and residential areas.
- Led team in installation & repair of POTS, DSL, ISDN & FiOS voice, data, and video service and cable maintenance.
- Conducted performance appraisals and provided developmental training.
- Managed manpower, force to load ratio, overtime, expense, and capital budgets.
- Daily interaction in union negotiations and business dealings, including 2nd step grievance procedures.
- Incorporated Craft and Management Program (CAMP) process to improve morale and production.
Area Operations Manager
NSG OPS-CUST OPS NASSAU I&M
10.2004 - 06.2007
- Responsible for 12 local managers and 245 field technicians, covering over 600,000 access lines.
- Led team in installation & repair of POTS, DSL, ISDN & FiOS voice, data, and video service.
- Achieved 9.8% improvement in FiOS production from EOY 2005.
- Managed manpower, force to load ratio, overtime, expense, and capital budgets.
- Selected for Verizon's 2005 Development & Leadership Initiative to improve Mid-Atlantic CCIs.
Local Manager
NSG OPS-CUST OPS NASSAU I&M
01.2004 - 10.2004
- Directly responsible for 24 technicians, indirectly for 66.
- Acting Area Operations Manager.
- Coordinated installation orders and repair tickets for business and residential customers.
- Developed QOS reports to analyze daily maintenance load and production.
Local Manager - Dispatch Resource Center
Verizon New York - Dispatch Resource Center - Operations
09.2002 - 01.2004
- Dispatched four wire centers in Midtown, NYC.
- Managed/supervised 75 dispatch associates (13 direct reports).
- Managed daily force to load requirements to maintain control of 24-hour commitment.
Local Manager
Verizon New York
09.2002 - 09.2002
- Managed 24 technicians.
- Coordinated installation and repair tickets for business and residential customers.
- Managed geographical area, job planning, tool ordering.
Field Technician
Verizon New York Inc. - Installation & Maintenance - Operations
09.1998 - 10.1998
- Daily contact with customers, installation & repair of POTS, DSL & ISDN service.
- Finding faults in cable and clearing held line orders.
Education
No Degree - Business Administration - Computer Information Sys
Florida Institute of Technology
Melbourne, FLNo Degree - Project Management Master Certification
Villanova University
Villanova, PA09-2008
Skills
- PC and web applications including Windows and MS Office, Google Suite, MAC, Safari, Firefox, Keynote, Slack, Numbers, Pages, Optix, GoA Global, Verizon Vendor Central, NPS Lite, Canvas, Fuse, Grafana, Manager Central, AMTS, Verint, Absence Control Plan, Vrepair, Ivapp, IGO, Story, Avaya ACD, AIMS, SMP Tracking System (Safety), Workbrain, Workbench, Demand Test Interface (DTI), RIACT, Cofee Anywhere, VSAT, WCFO, Operations Power Coach (OPC), Work Manager, CCG, CMPS, Sabit, Skycreek, (Active Insight), NOQI (Quality inspections and ticket creation), Labor Relations Database, Documentum
Certification
Project Management Master Certification - Villanova University
Timeline
Local Manager - I&M/Construction
Verizon
06.2017 - 03.2019
Local Manager-Field Operations
Frontier Communications
01.2017 - 06.2017
Sr. Manager
Frontier Communications
04.2016 - 12.2016
Sr. Manager
Verizon Florida LLC - Strategic Initiatives
04.2015 - 03.2016
Sr. Analyst
Verizon
03.2015 - Current
Local Manager - Dispatch Resource Center
Consumer and Mass Markets - Verizon Florida LLC - Operations
07.2013 - 04.2015
Local Manager
Consumer and Mass Markets - Verizon Florida LLC - Operations
05.2010 - 07.2013
Sr Cslt-Operations
Consumer and Mass Markets - Verizon New Jersey Inc. - Operations
10.2008 - 04.2010
Area Operations Manager
Consumer and Mass Markets - Verizon New Jersey Inc. - Operations
06.2007 - 10.2008
Area Operations Manager
NSG OPS-CUST OPS NASSAU I&M
10.2004 - 06.2007
Local Manager
NSG OPS-CUST OPS NASSAU I&M
01.2004 - 10.2004
Local Manager - Dispatch Resource Center
Verizon New York - Dispatch Resource Center - Operations
09.2002 - 01.2004
Local Manager
Verizon New York
09.2002 - 09.2002
Field Technician
Verizon New York Inc. - Installation & Maintenance - Operations
09.1998 - 10.1998
No Degree - Business Administration - Computer Information Sys
Florida Institute of Technology
No Degree - Project Management Master Certification
Villanova University
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