Kevin Shankie
Southfield,MI
Summary
Driven, ambitious manager successful at operating in high-volume, demanding environment. Skilled in leading teams to meet objectives on stringent timelines. Confident leader with superior communication and collaboration abilities demonstrated over 23 years of management performance.
Overview
26
26
years of professional experience
Work History
Specialist- Technical Process/Quality
AT&T
11.2021 - Current
- Established project schedules and monitored tasks to meet milestones during each phase
- Developed processes and specifications to meet project requirements and regulatory standards
- Reviewed processes, identifying areas that required improvement
- Participated in daily reviews of vendor performance project reviews to enable ongoing status tracking and reporting
- Saved implementing cost-saving initiatives that addressed long-standing problems.
Force Load Analyst
AT&T
07.2012 - 11.2021
- Collaborated with RPA group and developed a new Vendor Dispatch platform using Salesforce, to help improve our vendor dispatching
- Served customers and followed outlined steps of service
- Drove operational improvements which resulted in savings and improved profit margins
- Identified issues, analyzed information, and provided solutions to problems
- Developed and used new vendor reports that allowed me to provide more meaningful and on-time feedback to vendors
- Developed and maintained courteous and effective working relationships
- Led our Vendor Dispatch team
- Conducted research, gathered information from multiple sources, and presented results
- Resolved problems, improved operations, and provided exceptional service
- Used coordination and planning skills to achieve results according to schedule
- Participated in team-building activities to enhance working relationships
- Led projects and analyzed data to identify opportunities for improvement.
Field Network Manager
AT&T
09.2000 - 07.2012
- Determined and troubleshot overly complex network infrastructure issues
- Managed and helped mitigate specialty leakages by identifying root cause and addressing ways to resolve issues
- Identified outliers and worked closely with other internal departments to improve performance while minimizing provider abrasion
- Standardized job tasks and trained junior team members on industry best practices and standards
- Monitored networks and network devices to resolve technical problems quickly
- Diagnosed and executed resolution for network and server issues
- Maintained flexible schedule and responded to after-hours and weekend emergencies
- Resolved issues and escalated problems with knowledgeable support and quality service
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Guest Service Agent
Walt Disney World Resort
01.1998 - 08.2000
- Identified and explained property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding their way around the property
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
- Provided guest assistance and recommendations for tourist attractions.
Education
Bachelor of Applied Arts - Commercial Recreation and Facility Management
Central Michigan University
Mount Pleasant, MISkills
- Strong Interpersonal and Communication Skills
- Disaster Recovery
- Operational Documentation
- Teamwork and Collaboration
- Critical Thinking
- Complex Problem Solving
- Data Analysis
- Customer Service
- Automation Support
- Excel/PowerPoint proficient
Affiliations
Sigma Chi Fraternity
Timeline
Specialist- Technical Process/Quality
AT&T
11.2021 - Current
Force Load Analyst
AT&T
07.2012 - 11.2021
Field Network Manager
AT&T
09.2000 - 07.2012
Guest Service Agent
Walt Disney World Resort
01.1998 - 08.2000
Bachelor of Applied Arts - Commercial Recreation and Facility Management
Central Michigan University
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