Award-Winning Customer Service Advocate Who Strategically Drives Project Execution Extensive experience integrating and improving the performance of large-scale communication systems within commercial environments. Consistent record of developing relationships, increasing customer loyalty, leading technical teams, and aggregating sales opportunities. Adept at communicating technical concepts to non-technical audiences and building relationships with a focus on customer satisfaction. Drive performance by reducing ambiguity, managing conflict, and coaching and mentoring high-performing teams. Thrive in environments with multi-faceted adversities and restraints.
· Led engineering project team’s resolution of customer issues and increased the system capacity by 50%.
· Doubled call volume capacity and reduced acute capacity bottlenecks.
· Deployed Evolution-Data Only (EVDO) solution a full quarter in advance of its planned completion date.
· Implemented a high-risk database replacement procedure that saved Verizon Wireless $500K.
· Determined the root cause of system outages and recommended code modifications to development.
· Executed post-outage follow-up action plans and communicated the root cause of outages to customers.
· Summarized non-human error reports for development and proposed fixes for future releases.
· Compiled human error statistical reports provided the foundation for operational best practices.
· Improved system performance, audited systems databases, drove defect prevention and mitigation
· Prepared competitive analysis reports contrastingthe performance of Motorola systems to it competition
· Optimized system performance for Pele-Phone Communications (PPC) in Haifa, Israel and Kokusai Denshin Denwa Incorporated (KDDI) in Osaka, Japan.
· Audited Telecel’s International’s system in Lusaka, Zambia and prevented a 100% system outage.
· Led engineering project team’s resolution of customer issues and increased the system capacity by 50%.
· Doubled call volume capacity and reduced acute capacity bottlenecks.
· Deployed Evolution-Data Only (EVDO) solution a full quarter in advance of its planned completion date.
· Implemented a high-risk database replacement procedure that saved Verizon Wireless $500K.