Joseph Toncrey
West Monroe,USA
Summary
Dynamic Project Manager with a proven track record in driving infrastructure projects to completion. Skilled in logistics and analytics, I excel in team coordination and contract negotiation, consistently achieving project milestones while enhancing productivity. My effective communication fosters collaboration among diverse stakeholders, ensuring successful outcomes.
Overview
24
24
years of professional experience
Work History
Project Manager, Operations
Ervin Cable Construction, LLC
Monroe, LA
01.2023 - Current
- Manage the maintenance and new construction of infrastructure for multiple ISP’s fiber network plant
- Forecast revenue for telecommunication projects and make adjustments in workforce based on projected profit margin targets
- Coordinate project team’s efforts in accomplishing both real time and overall project completion goals
- Collaborate with members of the customer’s project team on various project goals
- Coordinate with multiple private and public stakeholders to ensure completion of fiber network build under their permitting rules and regulations
- Analyze historical production data to make real time and future forecasting adjustments to meet customer deadlines and company financial targets
- Establish project timelines and various milestones to help plan both long term and short term goals for individual team members
- Implement quality control processes based off of historical and real time quality analysis and ensure the correction of those processes
- Meet with multiple stakeholders to coordinate work duties for project completion
- Oversee up to 75 total project team members including subcontractors
- Manage assignment and maintenance of hundreds of company fleet and assets that are part of the project
- Conduct weekly safety meetings for project team
- Select and train project staff based on technical and functional development and overall performance
Workforce Analyst
Alliance Data Systems
West Monroe, LA
01.2005 - 01.2026
- Analyzed real-time and historical data for an inbound call center facility of approximately 80 to 100 agents, with the responsibility of making day-to-day decisions concerning, but not limited to, call routing, team meetings, overtime needs, training classes, and quality monitoring sessions.
- Created, processed, and analyzed reports, including utilizing eWorkforce and Avaya.
- Collaborated with management to address workforce challenges and implement solutions.
Customer Service Agent
Alliance Data Systems
West Monroe, LA
01.2005 - 01.2026
- Intra-Day performance (historical, real-time, and forecasted)
- Reviewed Compliance Forms using CentreVu II for accuracy before approving and entering through eWorkforce
- Entered Exception Forms via eWorkforce
- Manually optimized breaks and lunches based on real-time call volume data
- Communication to associates and management team regarding policy, process and/or procedural changes made by Workforce department
- Provided customer service to inbound call center operations
- Handled inbound sales calls for internal products
- Collections Reporter
- Managed residential electrical accounts with over 30 Days of Arrears
- Reviewed and processed requests to waive deposits on residential electrical accounts
- Transferred write-offs from inactive to active residential electrical accounts
Social Studies Teacher
Calhoun Middle School
Calhoun, LA
01.2015 - 01.2023
- Taught 8th Grade Social Studies/History
- Planned daily and weekly lessons to meet state and school set objectives
- Coordinated cross-curriculum activities to assist other team members in meeting objectives
- Analyzed historical data to help facilitate planning at the school level
- Participated in weekly debriefs using real-time data to plan best practices for future objectives
- Identified and mentoring at-risk students
- Performed other teaching duties as required by the school
- Served as Head Boys Basketball Coach, Assistant Football Coach, Assistant Track Coach, and Assistant Soccer Coach after normal school hours
Social Studies Teacher
Bastrop High School
Bastrop, LA
01.2009 - 01.2015
- Taught the following courses: Civics, Civics Honors, American Government (concentration on the U.S. Constitution), and Sociology
- Served on two different SACS Accreditation Committees and was the Chairperson on one
- Served on the initial pilot program of Literacy Design Collaborative at the high school
- Helped train fellow teachers on the use of the Literacy Design Collaborative model at the high school
- Served on the initial pilot program of Project Based Learning at the high school
- Helped train fellow teachers on the use of the Project Based Learning model at the high school
- Performed other teaching duties as required by the school
- Head Boys Soccer Coach, 2011 - 2015
- Helped start the first boy’s soccer program at Bastrop High School
- Led team to playoffs in fourth year of programs existence
- Performed coaching duties as required by the school
Workforce Analyst/Customer Care Professional
JPMorgan Chase
Monroe, LA
01.2006 - 01.2009
- Creating retention leads for our loan refinance department
- Providing customer service in non-prime mortgage servicing department
- Mentoring new hires during one-on-one sessions taking customer service calls
- Providing information and assistance as Floor Support Specialist during pilot program
- Loan Out to Global Command Center as a Workforce Analyst for 9 Months:
- Real-time workforce management of two inbound call center sites with a combined headcount of nearly 800.
- Responsibility of making day-to-day decisions concerning, but not limited to, call routing, team meetings, overtime needs, training classes, and quality monitoring sessions
- Managed workforce servicing tickets with a Service Level of 24-48 hours
- Created, processed, and analyzed ad hoc workforce reports for operations management
- Manually optimized breaks and lunches for nearly 800 customer care professionals daily utilizing intraday statistics and forecasted call volume vs. headcount
- Scheduled meetings and training classes based on forecasted call volume vs. headcount
Retail Operations
Entergy Solutions Ltd.
West Monroe, LA
01.2002 - 01.2005
- Supported negotiations for multi-million dollar outsourcing contract and organized the creation of contractual scope documents
- Created the operational portion for an RFP for a full Business Process Outsourcing including all Contract Service Level Agreements
- Constructed call center transition project plan
- Responsible for business process documentation review and approval
- Developed new training material and maintained existing training materials to support customer service
- Managed electronic mail correspondence between the company and their 100,000 customers and assisted in the automation of internet enrollments
- Performed and managed CIS testing for system enhancements to SAP to increase the efficiency of business operations
- Assisted with implementation of new Texas electric market rules
- Provided customer service to inbound call center operations
- Handled inbound sales calls for internal products
Education
Master of Arts in Teaching - Alternative Certification Program
University of Louisiana at Monroe
Monroe, LA01.2011
Bachelor of Arts - Sociology
Louisiana Tech University
Ruston, LA01.2002
Skills
- Project management
- Sales and customer relations
- Logistics and analytics
- Organizational and planning abilities
- Interpersonal and team coordination
- Contract negotiation expertise
- Data analysis
- Process improvement
- Effective communication
- Data-driven prioritization
References
Contact names and information available upon request
Timeline
Project Manager, Operations
Ervin Cable Construction, LLC
01.2023 - Current
Social Studies Teacher
Calhoun Middle School
01.2015 - 01.2023
Social Studies Teacher
Bastrop High School
01.2009 - 01.2015
Workforce Analyst/Customer Care Professional
JPMorgan Chase
01.2006 - 01.2009
Workforce Analyst
Alliance Data Systems
01.2005 - 01.2026
Customer Service Agent
Alliance Data Systems
01.2005 - 01.2026
Retail Operations
Entergy Solutions Ltd.
01.2002 - 01.2005
Master of Arts in Teaching - Alternative Certification Program
University of Louisiana at Monroe
Bachelor of Arts - Sociology
Louisiana Tech University
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