Juan Gabriel Flores

• Met with senior management to determine needs and develop roadmaps.
• Implemented and maintained high standards of quality in all areas.
• Monitored team performance to assess training requirements and areas in need of improvement.
• Trained new employees on proper protocols and customer service standards.
• Trained and guided team members to maintain high productivity and performance metrics. Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

• Assisted in recruiting, hiring, and training team members.

• Reduced operational risks by organizing data for performance trend forecasting.

• Achieved team goals through formalized training plans, coaching, and performance management.

• Negotiated with vendors, suppliers, and stakeholders to establish mutually beneficial contracts and agreements.

• Monitored office workflow and administrative processes to ensure smooth operations.

• Headed the Contractor Management Team for the South Texas Field Operations team, managing coax and fiber optic network, supporting residential and business customers in South Texas.
• Led a team of contractors and vendors to efficiently test and accept new network elements, including fiber optic plant, multi-tenant buildings, and network equipment.
• Facilitated cross-functional programs to identify and resolve common issues associated with network acceptance, ensuring future problem elimination.
• Developed and executed quality plans, resulting in robust and predictable product quality in high volume and high complexity environments.
• Analyzed vendor performance and field data, extracting actionable insights and identifying improvement opportunities.
• Monitored, reviewed, and presented vendor performance data and metrics to stakeholders, enabling data-driven decision making.
• Developed and implemented budgets and financial controls, fostering a culture of fiscal responsibility.
• Created project documentation and delivered reports and presentations to communicate project updates to executives.

• Managed installation and service technicians, exceeding customer expectations.

• Led South and North Texas markets in operating metrics through engagement and accountability.

• Maintained high levels of customer service and motivated employees to deliver top performance.

• Improved metrics month after month through active feedback and analysis.

• Collaborated with management to enhance policies, procedures, and practices.

• Spearheaded the Stratasync program, managing inventory flow and firmware updates.

• Mentored technicians for career growth, resulting in promotions for direct reports.

• Supported Contractor Management through mentorship.

• Provided exceptional customer service and resolved connectivity and signal issues.

• Promoted to Lead Technician due to strong work ethic and commitment to customer service.