Rachel Thomas
Tullahoma,TN
Summary
Professional with significant experience and readiness for Senior Specialist role. Proven track record in driving impactful results through strategic planning and effective execution. Strong focus on team collaboration and adaptability to dynamic environments. Equipped with essential skills in problem-solving, and effective communication, consistently delivering high-quality outcomes.
Overview
19
19
years of professional experience
Work History
Sr. Specialist Technical Process/Quality
VFSO/DIRECTV
01.2021 - Current
- ATT, Tullahoma, TN
- Sr. Specialist Technical Process/Quality
- Manage load and intervals for IP/DTV business in the MW region
- Manage load and intervals for DTV business in the SE region
- Collaborate with field in load management and identification of gaps and plans to improve customer appointments and technician productivity
- Analyze reporting feedback on customer appointments, and technician productivity, and intervals and collaborate on adjustments with the field
- Led cross-functional teams to implement process improvements, enhancing operational efficiency and service delivery.
- Developed training programs for staff, improving onboarding processes and knowledge retention.
- Analyzed performance metrics to identify trends, driving strategic initiatives for customer satisfaction enhancement.
- Coordinated project timelines and deliverables, ensuring alignment with organizational goals and stakeholder expectations.
- Streamlined communication channels between departments, fostering collaboration and reducing response times.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Supported department leadership in implementing new policies, procedures and controls.
- Negotiated contracts with vendors, securing favorable terms that benefited the organization''s bottom line.
Provisioning
DIRECTV
01.2014 - 01.2016
- Maintained a service FAI metric
- Collaborated with cross-functional teams to resolve provisioning issues effectively.
- Analyzed data to optimize technician routes and minimize costs.
- Developed training materials for new staff on provisioning procedures and best practices (Inclement Weather Process)
- Led initiatives to enhance operational efficiency through process automation solutions.
- Oversaw vendor relationships, negotiating contracts to secure favorable field conditions.
- Streamlined workflows by integrating ViaSat and Salesforce scheduling (currently evolving into 360)
- Contributed to overall company growth by actively seeking opportunities for process improvement, cost reduction, and service enhancement within the scope of provisioning responsibilities.
- Increased customer satisfaction by promptly addressing weather nuances and provisioning techs properly
- Enhanced team efficiency through regular training sessions on new technologies, industry trends, and best practices in provisioning.
- Participated in ongoing professional development opportunities aimed at honing technical skills and staying current with advancements in the field of telecommunications provisioning.
Routing Coordinator
DIRECTV
01.2011 - 01.2013
- I had the privilege of being a part of the first team of routing coordinators for DTV in the MW/SE region
- Identified gaps in routing process
- Assisted in transition from Siebel routing to FS routing
- Provided support and shared best practices on using routing and booking platform
Dispatcher
DIRECTV
01.2007 - 01.2011
- Quality Control
- Dispatched in AeroComm call center for contractor technicians
- Customer care representative
- Dispatched for Quality Control technicians
Education
Associate of Science -
Motlow State Community College
01.2016
diploma - undefined
Moore County High School
01.2007
Skills
- Vendor negotiation
- Performance metrics tracking
- Strategic planning
- Risk assessment
- Continuous improvement strategies
- Communication efficiency
- Analytical thinking
- Root-cause analysis
- Efficient and effective interpersonal communication and conflict-management abilities
- Prompt, dependable, cooperative and calm under pressure (pressure preferred)
- Quality assurance
- Data analysis
Timeline
Sr. Specialist Technical Process/Quality
VFSO/DIRECTV
01.2021 - Current
Provisioning
DIRECTV
01.2014 - 01.2016
Routing Coordinator
DIRECTV
01.2011 - 01.2013
Dispatcher
DIRECTV
01.2007 - 01.2011
diploma - undefined
Moore County High School
Associate of Science -
Motlow State Community College