Rajesh Sood
Wantagh
Summary
Senior Operations Support Manager recognized for driving operational excellence through strategic process optimization. Delivered $40M in annual savings from an expense reduction initiative and improved billing processes, facilitating over $100M in cross-departmental revenue.
Overview
23
23
years of professional experience
Work History
Senior Operations Support Manager
Verizon
Wantagh
06.2010 - Current
- Expense Reduction: Implemented expense reduction program that led to annual $40M savings.
- Cross-Functional Leadership: Partnered with Field Operations and Engineering leads to improve reimbursable billing over $100M+.
- System Implementation: Worked with IT Teams for field operations user support, identifying system enhancements. Utilizing JIRA’s and intake to obtain funding.
- Expense Recovery: SME for Verizon Damage Claims Cost Recovery, Make Ready Reimbursement and Highway/Municipal Work Orders.
- Coordinated team activities to align with corporate goals and priorities.
- Facilitated communication between departments to enhance collaboration and support.
- Led cross-functional meetings to address challenges and drive project initiatives forward.
Senior Staff Support Manager
Verizon
01.2007 - 06.2010
- Vendor Management: Oversaw relationships with vendors, leading monthly governance meetings. Reviewed performance metrics and implemented improvement plans as required.
- Regulatory Compliance: Ensured vendors were complying with State One Call laws.
- SLA NOC Interface Agreement: Developed and Implemented Interdepartmental SLAs for NOC Outages.
- Expense Recovery: SME for Verizon Damage Claims Cost Recovery, Make Ready Reimbursement and Highway/Municipal Work Orders.
- Led customer support teams to enhance service delivery and satisfaction.
- Analyzed customer feedback to identify trends and areas for improvement.
Northeast Senior Staff Support Manager
Verizon
09.2003 - 01.2007
- Managed customer escalations to achieve timely resolutions and enhance satisfaction.
- Acted as subject matter expert for Verizon damage claims, cost recovery, and reimbursement processes.
- Collaborated with field teams to prioritize infrastructure improvement work orders effectively.
- Managed customer escalations to ensure timely resolutions and improve overall satisfaction.
- Coordinated cross-departmental communication to expedite issue resolution.
- Assisted in implementing new support technologies and tools to improve operational efficiency.
- Enhanced support processes through collaboration with cross-functional teams to optimize service delivery.
Education
Bachelor of Business Administration - Public Administration
Baruch College
NY, NYExecutive Masters of Business Administration -
Wagner College
Staten Island, NYSkills
- Process Optimization
- KPI Development
- Budgeting & Forecasting
- Data & Analytics
- Data analysis
- Root Cause Analysis
- Change Management
- Strategic Planning
- Vendor Management
- Performance Management
- Team Leadership
- Mentorship
- Team collaboration
- Effective communication
- Performance reviews
- Expense reduction
Certifications And Technical Skills - Software
- Microsoft Power BI
- Tableau
- Slack
- G-Suite
Core Competencies
Process Optimization, Change Management, Scaling Operations, Performance Management, Remote Team Coordination, Mentorship, KPI Development, Budgeting & Forecasting, Root Cause Analysis, Compliance, Regulatory and Performance Reviews
Timeline
Senior Operations Support Manager
Verizon
06.2010 - Current
Senior Staff Support Manager
Verizon
01.2007 - 06.2010
Northeast Senior Staff Support Manager
Verizon
09.2003 - 01.2007
Bachelor of Business Administration - Public Administration
Baruch College
Executive Masters of Business Administration -
Wagner College