Richard Becton
San Antonio,Texas
Summary
As a Quality Process Manager with 15 years of management experience, I have a proven track record of enhancing operational excellence through meticulous process optimization and quality assurance. I leverage a deep understanding of industry standards and best practices to deliver measurable results by implementing streamlined quality processes and fostering a culture of continuous improvement. My passion for precision and dedication to driving efficiency ensures that organizations meet and exceed their quality objectives, ultimately enhancing customer satisfaction and business success.
Overview
15
15
years of professional experience
Work History
Manager Quality/M&P/Process
AT&T
07.2019 - 10.2023
- Led projects as a Six Sigma-certified professional to ensure the proper procedures and flows were being followed
- Enhanced efficiency by moving paper manuals, reference sheets & documents to a knowledge base developed by myself and other team members that was accessed by a URL for easy reference
- Successfully launched a new documentation system (myCOACH/myRESULTS) used by over 4000 employees over six call centers to enhance efficiency and managers’ capabilities
- Provide support to multiple call centers with new system deployment, new/current process support and development
- I gathered, analyzed, and reported on data to help leadership make data-driven decisions for the Credit & Collections line of business.
Coach Operations Manager (Wireline, ISM & Mobility)
AT&T
10.2016 - 07.2019
- Motivated, managed, and developed 20-30 inbound collection representatives
- Led the optimization of floor support by introducing Mobile Coach devices (iPads), giving the ability for support staff to assist on the go
- This led to a 78% improvement across six call centers with an annual savings of $1,105,920 by needing 18 fewer support staff
- I was hand-picked to be part of two leadership programs for future business leaders
- Ran weekly & monthly contests to motivate employees
- Learned and implemented a Servant Leadership style with my employees by helping them to remove roadblocks to achieve success
- Graduated from Harvard’s online business management leadership success training, which included behavioral-based coaching, Crucial conversations, data-related decision making & more
- Developed Stretch goals for my team that were above the key KPI metrics to reach higher than what was expected
- Top Manager out of 200 for the 2016, 2017, 2018 & 2019 appraisal years.
Surveillance Technician
AT&T
08.2013 - 10.2016
- Managed the network node monitoring, troubleshooting degraded or out-of-service conditions, trouble ticket dispatch to the field, and managing major network outages until closure
- Lead technician for network optimization
- Helped deploy & test new equipment (Network Nodes & Fiber optic cabling) launched into the field that increased network capacity by 175% over 2 years
- Lead tech monitoring the mobile network for all special events with ATT-provided internet service, such as the NCAA Final Four, Super Bowl, World Cup, PBR national rodeo & more
- Lead tech for all high-level VP & Executive internet outages
- Team lead that handled Large Area Outages, High-Level escalations, and VRAD performance upgrades
- Trained new Surveillance Technicians
- Wrote & maintained new processes to comply with the ISO9000 business standards.
U-verse Dispatch rep
AT&T
11.2011 - 08.2013
- Assisted installation & repair field technicians
- Obtained my Six Sigma Greenbelt certification
- Promoted to training assistant, which allowed me to learn how to motivate & train new employees
- Balanced workload for the southern United States territory for ATT U-verse TV & Internet service
- Communicated & reported to leadership daily regarding workload completion rates
- Balanced workloads in assigned regions for techs dispatched from home.
Education
Business Management Administration - Business Management
Waldorf University
Forest City, Iowa05.2024
Associates of Applied Science -
Saint Phillips State College
San Antonio, Texas08.2008
Skills
- COMPTIA A
- Lean & Agile Management
- Harvard Business Leadership Training
- Customer Experience Expert
- Six Sigma Greenbelt
- Technical Assistance
- Project Estimation
- Databases
- Quality Assurance
- Business Process
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Operations Management
- Project Management
- Performance Management
Accomplishments
*Within the Credit and Collections portfolio over the last 5 years I created processes to streamline revenue in older service areas and products, which saved the company $15,250,000 annually*
Hobbies: love anything that makes my hair flow in the wind, such as motorcycles, go-karts, boats.
"Myself, and our entire family spend our free time seeking that adrenaline rush. Whether it's working on our airplanes, riding our sport motorcycles, or racing across the lake on speed boats and jet skis, we are always engaged in something fun and exciting in our spare time together."
Timeline
Manager Quality/M&P/Process
AT&T
07.2019 - 10.2023
Coach Operations Manager (Wireline, ISM & Mobility)
AT&T
10.2016 - 07.2019
Surveillance Technician
AT&T
08.2013 - 10.2016
U-verse Dispatch rep
AT&T
11.2011 - 08.2013
Business Management Administration - Business Management
Waldorf University
Associates of Applied Science -
Saint Phillips State College
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