Summary
Overview
Work History
Education
Skills
Honors And Awards
Certification
Timeline
Generic

Nathan Phillips

Haverhill,MA

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Local Manager - I&M and Line Construction

Verizon
03.2016 - Current
  • Overall responsibility of as many as 32 field technicians
  • Administrative and compliance requirements, daily work scheduling, service demands, and project due dates
  • Responsible for all requirements associated with managing associates
  • Monthly requirements: safety and quality observations, attendance reporting, and training administration
  • Effectively manage a wide geographic area
  • Directly responsible for handling disputes/Union grievances and negotiate favorable outcomes
  • Directly communicate with local and federal agencies in planning and scheduling of large projects
  • Experienced in responding to emergency situations in a 24/7 schedule, which include safety accidents, plant damage investigations, and submitting Verizon damage claims to engineering
  • Responsible for the training, implementation, and deployment of new policies and procedures related to the team
  • Considerable computer skills, including the use of corporate software and web applications, as well as Microsoft office suite
  • Directly responsible for customer satisfaction, where it is often necessary to negotiate for the desired results
  • Coordinate with Engineering, including site visits, for the redesign of both cable and pole EWOs
  • Replaced all defective poles within 14 days of being released in 2020
  • Met all high priority program due dates, most notably the Cambridge feeder and associated 5G nodes that were on a tight deadline
  • Completed Network Transformation EWOs which allowed the Newton DMS 100 switch to be shutdown.

Fiber Customer Support Analyst

Verizon
03.2015 - 03.2016
  • Troubleshooting FIOS service issues including: voice, data, and video for both Residential and Business customers
  • Partnered closely with cross functional Verizon business units including: Central Offices, Cable Maintenance, Engineering, Dispatch Centers, and the Business Offices to ensure the highest level of customer satisfaction
  • Responsible for proper ticket management to ensure customer issues are sent to the appropriate departments for resolution including dispatching field technicians.
  • Assisted in the training of new team members, sharing knowledge and best practices for effective customer support.
  • Provided timely follow-up and status updates for customer service and technical support requests.
  • Enhanced customer satisfaction by promptly addressing and resolving fiber service issues.
  • Met or exceeded all performance targets related to key performance indicators including first contact resolution rate, escalation percentage, and average hold time.
  • Developed an in-depth understanding of company''s fiber products and services, enabling better support for customer inquiries.
  • Participated in ongoing professional development opportunities, staying current on industry advancements related to fiber technology.
  • Reduced repeat customer calls by providing thorough troubleshooting and clear instructions for issue resolution.

Customer Service Assistant (Copper Repair)

Verizon
01.2013 - 03.2015
  • Troubleshooting Copper service issues including: voice and DSL for both Residential and Business customers
  • Partnered closely with cross functional Verizon business units including: Central Offices, Cable Maintenance, Engineering, Dispatch Centers, and the Business Offices to ensure the highest level of customer service
  • Responsible for proper ticket management to ensure customer service issues are sent to the appropriate departments for resolution including dispatching field technicians.
  • Collaborated with team members to improve overall customer experience and boost company reputation.
  • Managed customer complaints effectively, offering solutions that exceeded expectations.
  • Provided exceptional support during peak hours as well as holidays and special events.
  • Collaborated with other departments to guarantee customer satisfaction.
  • Assisted customers with product selection, providing detailed information on features and benefits.
  • Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.

OUTSIDE PLANT TECHNICIAN

Verizon
01.2005 - 01.2013
  • Inspected and maintained telephone poles, strands and cable
  • Placed, rearranged and removed telephone poles, strands, hardware, cable (fiber and copper), splices and terminals
  • Lashed and de-lashed cable to existing strands
  • Utilized test equipment to test for electrical and atmospheric hazards
  • Read and interpreted engineering plans for daily work assignments for the Line crew
  • Operated construction equipment such as digger/derricks, winches, chainsaws, hydraulic aerial lifts, and power tools for the completion of telephone construction work
  • Moved and lifted ladders, air tanks, tools, cable reels, and test equipment weighing up to 100 pounds
  • Responsible for leading an assigned Line crew
  • Ensured that work was performed in a manner that met both Verizon and OSHA safety standards
  • Worked closely with local police and utility companies to ensure the safety of the crew and community
  • Worked aloft and underground
  • Achieved the Head Lineman Rating in June 23, 2012.
  • Reduced network downtime through preventive maintenance measures and swift response to emergency repairs.
  • Ensured timely project completion for fiber optic installations by efficiently coordinating with team members and stakeholders.
  • Ensured accurate documentation of work performed through detailed record-keeping practices and clear communication with team members.
  • Maintained up-to-date knowledge of industry trends and best practices, implementing innovative solutions to enhance overall network performance.
  • Installed and configured new devices and system components.
  • Read blueprints and schematics to correctly place equipment.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.

Education

High School Diploma -

University of Massachusetts
Lowell, MA

Skills

  • Operations Management
  • Staff Development
  • Workforce Planning
  • Time Management
  • Team Leadership
  • Verbal and written communication
  • Staff Training and Development
  • Complex Problem-Solving
  • Project Management
  • Performance Management
  • Policy Implementation
  • Budget Control

Honors And Awards

06/23/12, Head Lineman Rating, Oral board examination to determine candidate's qualifications for Verizon Head Lineman (Rating), Verizon Management

Certification

Rated Verizon Head Lineman

CDL Class A Driver's License

Timeline

Local Manager - I&M and Line Construction

Verizon
03.2016 - Current

Fiber Customer Support Analyst

Verizon
03.2015 - 03.2016

Customer Service Assistant (Copper Repair)

Verizon
01.2013 - 03.2015

OUTSIDE PLANT TECHNICIAN

Verizon
01.2005 - 01.2013

High School Diploma -

University of Massachusetts

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