Jimmy J. Jenkins
Warren,NJ
Summary
Ambitious manager with a proven track record of establishing strategic alliances with organizational leaders to effectively align with and support key business initiatives. Adept at building and retaining high-performance teams through the development and motivation of skilled professionals. Demonstrates strong leadership, communication, and project management skills to drive successful outcomes in dynamic business environments. Known for fostering a collaborative and results-driven work culture.
Overview
17
17
years of professional experience
Work History
Local Operations Manager
Verizon
New York, NY
06.2019 - 12.2023
- Managed a field team of nearly 30 technicians responsible for installing and repairing FIOS, NGPON2, FWA, and QAM services.
- Organized training sessions with instructors and staff to develop new technical skill sets.
- Facilitated weekly huddles covering various topics, including weekly tailgate videos, safety discussions, employee recognition, customer commendations, team metrics, hot topics and product reviews, training reminders, and volunteer events.
- Monitored daily overtime and job cancellations, compiled compliance reports, reviewed technicians' routes, and analyzed daily loader reports from scheduling for the previous day and the start of the day. Managed technicians' quarterly training.
- Collaborated with supporting departments such as engineering, general contractors, IT, and dispatch.
- Represented in union grievances and participated in joint P+ meetings with management and the union.
- Conducted deviation coaching, corrective actions training, and progressive discipline sessions.
Operations Supervisor
Charter Comms
Brooklyn, NY
09.2016 - 05.2019
- Led a team of union technicians and 1 foreman, fostering improved efficiency through team building and strong motivational leadership.
- Oversaw daily operations to ensure result-based productivity and deliver superior service.
- Managed the day-to-day productivity of technicians, addressing rework, Customer Satisfaction (CSAT), and timeliness metrics.
- Ensured team safety compliance by conducting regular safety checks.
- Verified the quality of work by overseeing the completion of quality controls.
- Effectively managed and assigned overtime based on technician efficiency and professionalism.
- Took charge of the training and development of the team, contributing to their professional growth.
- Proactively followed up with irate customers and escalations to address concerns promptly.
- Completed specialized training in Viavi Meters, SMB, Bulk Wifi, and FTTH.
- Developed and maintained interdepartmental communication channels to troubleshoot complex issues and reduce escalations.
- Selected to serve as acting manager during leadership absences.
Lead Service Tech
Comcast
Union, NJ
06.2007 - 09.2016
- Provided exceptional customer service by clearly communicating timelines, expectations, and results throughout the entire service process.
- Led troubleshooting efforts for urgent issues requiring immediate resolution while maintaining clear communication lines with affected parties.
- Enhanced team productivity, conducting thorough training sessions for new technicians.
- Implemented safety protocols to minimize risks associated with servicing high-voltage electrical systems or hazardous materials.
- Contributed to the growth of the service department by identifying opportunities for process improvement and implementing innovative solutions.
- Troubleshot complex technical issues to identify root causes and implement effective solutions.
- Supported continuous improvement efforts through participation in regular performance evaluations and feedback sessions.
- Spearheaded preventative maintenance initiatives, extending the lifespan of critical systems and reducing repair costs for customers.
- Developed strong relationships with clients due to consistent reliability, professionalism, and attention to detail during all interactions.
Education
High School Diploma - Mathematics Education
Southampton High School
Southampton, NY06.1996
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Performance evaluations
- Building and facility management
- Process flows
- Customer relations specialist
- Performance reporting
- Forecasting and scheduling
- Data analysis
- Complex problems analysis
- Cross-functional communications
- Cross-functional collaboration
- Incidents management
- Data management
- Unsurpassed work ethic
- Product management
- Logistics oversight
- Business administration
- Cost reduction
- Work flow planning
- Assignment delegation
- Customer retention
- Conflict mediation
- KPI tracking
- Delegation
- Logistics management
- Project planning and development
- Customer relationship management (CRM)
- Quality assurance controls
- Superb time management skills
- Organizational management
- Process improvements
- Continuous improvements
- Workforce management
- Health and safety compliance
- Performance management
- Schedule management
- Project leadership
- Project management abilities
- Strategic planning
- Workflow optimization
- Inventory control
- Client relationships
- Interpersonal communication
- Goal setting
- MS office
- Customer relationship management
- Staff development
- Employee motivation
- Performance monitoring
- Policies and procedures implementation
- Operations oversight
- Project management
- Management
- Inventory management
- Staff management
- Staff training
- Planning and implementation
- Employee relations and conflict resolution
- Decision-making
- Operational efficiency
- Operations monitoring
Accomplishments
Lead the war room of engineers and service technicians during super storm Sandy. We were responsible for the cross functional collaboration and communication with the utility companies. Orchestrated the man power and equipment (lift trucks, generators and gas, company expense accounts) needed for temporary services.
Timeline
Local Operations Manager
Verizon
06.2019 - 12.2023
Operations Supervisor
Charter Comms
09.2016 - 05.2019
Lead Service Tech
Comcast
06.2007 - 09.2016
High School Diploma - Mathematics Education
Southampton High School