Carol Rodriguez
Tempe,AZ
Summary
Dynamic and results-driven professional with over 20 years of progressive management experience in the technology industry. Renowned for driving positive organizational change through process improvement, system integration, and automation. Proven track record of success with bankrupt, acquired, and integrated companies. Adept at developing and leading high-performing teams to meet both tactical and strategic business and customer needs.
Overview
17
17
years of professional experience
Work History
Director of Offnet Provisioning
Lumen Technologies (formerly Centurylink)
2020.03 - Current
- Migrated legacy ecosystems workflow tasks and management into the Flightdeck platform, centralizing task management into a unified workflow view
- Drove automation, improving order submission intervals by 33% across two legacy ecosystems, resulting in a cost reduction of $3M over five years
- Optimized and restructured managers, supervisors, and provisioners into a vendor support model, enhancing support, cross-training expertise, and vendor relations between Lumen and third-party vendors
- Collaborated with internal business units to align processes and procedures, implementing service improvement plans to enhance efficiencies across various operational metrics, including delivery intervals, customer commit dates, and quality order management
- Ensured improvements were consistently measured against stringent SLAs and KPIs, ensuring accountability and continuous enhancement of service standards
- Collaborated with management to organize daily operations to achieve demanding revenue targets by establishing a 24/7 support team with no additional operational expense
- Enhanced customer understanding of onsite vendor activities by automating the dispatch notification process, integrating educational Offnet videos into customer communications to inform and raise awareness, reducing unnecessary re-dispatches and service intervals
- Collaborated with product and IT teams to simplify the Broadband product, including workflow management development, pricing model simplification, removal of third-party aggregate vendors, and implementation of Connect Base automation to improve quoting capability by 20%.
Director Of international, Vendor Escalation and Scheduling
Level 3/Centurylink
2011.09 - 2020.03
- Spearheaded cultural shift to enhance employee experience by creating an engagement team for events and an ambassador program to address organizational needs and concerns; Developed a training channel for managers and individual contributors, including monthly training sessions, newsletters, and award recognition programs to support company transformation
- Established an escalation team to resolve North America vendor roadblocks and accelerate revenue with priority escalation paths up to executive levels.; Similar created International Order managers to help drive services that terminate within our International Service Delivery regions
- Appointed to Work with international core team to create an integrated operating model as part of a colorless effort for the combined companies, including Global Crossing and TWT Telecom; Also integrated the Vendor Escalation and LEC Call team functionality across all ecosystems
- Appointed as the NA Key speaker in our Monthly Global Ops Review where we share our aggressive tactical effort and long-term strategic programs to accelerate the WIP throughput, to reduce past due and improve intervals
- Migrated legacy CenturyLink scheduling tool into the Global Scheduling Model which includes process development, training and IVR support line for customers that require assistance in scheduling their order; Created a unified scheduling process for APAC and EMEA, reducing multiple dispatches and intervals
- Implemented a 24/7 scheduling model to support customer turnarounds and reduce scheduling response times by 50% from 4 to 2 hours
- Achieved a 15% reduction in contractor costs, a 30% decrease in overtime, and a 28% improvement in productivity from 2014 to 2017
- Additionally, reduced past due amounts by 63% based on monthly averages
- Collaborated on the migration of the legacy Global Crossing inventory to the PRO system, contributing to efforts to streamline and reduce inventory systems
- Implemented several service improvements to reduce intervals, including the pre-deployment process for international wave orders, updating the entrance criteria on the sales form to enhance order quality, and moving pricing confirmation to the upfront ordering process to avoid delays.
Director of Global Design Provisioning
Global Crossing
2007.06 - 2011.09
- Led the several designs responsible for constructing circuits across all products and services spanning regions including the US, LATAM, EMEA, and Asia
- Led efforts for defining processes and developing workflows to increase efficiencies within the various teams to improve the quality of service and eliminate rework
- Engage in problem solving and troubleshooting for high priority issues while providing clear and timely communications to our internal customers
- Engage on High priority calls to obtain final customer requirements, validate the solutions, obtained Product approval and provide engineering information to obtain CAPEX dollars from Finance.
Education
Concentration in Electrical Engineering and Philosophy -
Rochester institute of technology
Skills
- Strategic Planning
- Operations Management
- Organizational Development
- Budget Management
- Process Improvements
- Project Management
- Issues Resolution
- Contract and Vendor Management
- Teamwork and Collaboration
- Effective leader
- Decision-Making
- Staff training/development
- Performance Evaluation and Monitoring
- Goal Setting
- Employee Motivation
- KPI Tracking
Accomplishments
- 2012 Excellence in Leadership Award
- 2003 Outstanding Employee Award
Training
Dare to Lead training
Timeline
Director of Offnet Provisioning
Lumen Technologies (formerly Centurylink)
2020.03 - Current
Director Of international, Vendor Escalation and Scheduling
Level 3/Centurylink
2011.09 - 2020.03
Director of Global Design Provisioning
Global Crossing
2007.06 - 2011.09
Concentration in Electrical Engineering and Philosophy -
Rochester institute of technology
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