Richard Hoover
Dallas,TX
Summary
Possesses a high degree of creativity and integrity, and an outstanding work ethic.
Strong leader and problem-solver.
Experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Credit Analyst II
Informative Research
Irving, TX
06.2021 - Current
- Process credit supplements for clients with accuracy in a timely manner.
- Provide inbound and outbound phone support in a call center environment.
- Assist management with ongoing support including job mentoring for new employees.
Senior-Technical/Process Quality Manager
AT&T Inc.
Dallas, TX
02.2015 - 05.2020
- Lead Testing Manager, responsible for creating and implementing UCT, ORT Test cases and ticket resolution for Delivery Transport for AVPN,ADI Ethernet.
- End to End Project Management for Halo Platform, including AVPN,ADI; soft launch, controlled introduction, to general availability.
- Created and facilitated training to Global Ordering WorkCentre/Sales Support for Strategic products; New Start and MACD AVPN,ADI, and BVoIP.
- Created Templates for Halo WorkCentre to easily communicate with sales for order reissuance and addressing escalations.
- Co-Administered Halo WIKI for updated Desk Level Procedures, Job Aids for Halo WorkCentre
Project Manager EBS Contracting & Sales Support
AT&T Inc.
Dallas, TX
12.2008 - 05.2015
- Process staff-responsible for creating and publishing process documents, Desk Level Procedures, Job Aids for Global Ordering Sales Support, including EAVPN, AVPN, MIS, Anira, AVTS, Opt-e-Wan, and all Local Legacy products.
- Project Managed multiple Complex projects, including AT&T Network Suite product launch, FFLOW portal, Process and facilitation of training.
- Lead Security and ID Administrator, created a new online systems portal and self-administered process for Sales Support organization.
- Training Staff-responsible for creation and delivery of training materials, including Sales Offload of all Strategic products.
- Conducted Face to Face as well as Virtual training.
Communications Consultant
AT&T Inc.
Dallas, TX
12.1997 - 12.2002
- Assisted Sales with order support pertaining to Walmart, acting as a Single Point of Contact.
- Responsible for pricing, order input, and first bill review.
- Assisted approximately 50 customers each day with Business Telecommunication inquires and service orders from Call Center.
Education
Commercial Art
Fashion and Art Institute
Dallas, TX1980
Skills
- Operations management
- Positive learning process
- Client-focused
- Excellent communication
- Training and development
- Time management skills
- 22 years in Telecommunications
- Agile Gold certification
- Creative
Accomplishments
Created and implemented an online System and Identification Administration portal for Global Business.
Certification
Agile Gold Certified
Timeline
Credit Analyst II
Informative Research
06.2021 - Current
Senior-Technical/Process Quality Manager
AT&T Inc.
02.2015 - 05.2020
Project Manager EBS Contracting & Sales Support
AT&T Inc.
12.2008 - 05.2015
Communications Consultant
AT&T Inc.
12.1997 - 12.2002
Commercial Art
Fashion and Art Institute