Robert Norton

• Oversaw day-to-day Repair and Maintenance activities in accordance with business objectives for 44 field operations employees which include Managers and Field technician support.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality, job completions to drive the customer experience with One-Score by 10% Year over Year.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Modified inventory control programs to maintain and enhance annual business plan.
• Held monthly meetings to create priority goal plans and workshops to drive successful business.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Examined quarterly financials to determine business operating capacity.
• Implemented and developed operational standards, policies and procedures.
• Provided strong leadership to enhance team productivity and morale.
• Consolidated vendors and renegotiated contracts to optimize costs.
• Spearheaded implementation of process improvements and cost-saving initiatives to Decrease OPEX/CAPEX cost to maximize profits, saving Cost to bottom line 8%-10% year-over-year.
• Developed systems and procedures to improve operational quality and team efficiency via Special Events and Vandalism outage correlation, reducing downtime.
• Analyzed customer feedback and identified areas for improvement to drive business success, working as a partner with engineers to improve customer experience 10% year over year.
• Identify problematic lower-level employers/vendors to resolve and maintain excellent customer service, identifying process gaps, system and/or training needs.

• Recommended and implemented successful strategies to maximize downtime and resolve outages with minimal impact to the customer.
• Implemented productivity benchmarks across all departments to maximize downtime, improving 24 hour customer fulfillment process by use of schedules designed to minimize outages.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Provided strong leadership to enhance team productivity and morale.
• Consolidated and renegotiated contracts to optimize cost saving, using a fixed pricing agreed by all vendors supporting Market.
• Produced staffing matrix to provide adequate coverage of department by use of area ownership.
• Brainstormed and developed process designed for market ownership to achieve short/long term project goals, achieving task much faster than using a 3rd party.
• Implemented and developed operational standards, policies and procedures.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maintained professional, organized, and safe environment for employees and patrons.
• Cross-train all team to make sure we are all in synch with new technology.

- June-2004: Los Angeles, Cingular/True Position (LMU-E911)

- February 2004: San Diego, ATTWS/Ericsson UMTS

- July 2003: Denver, ATTWS/Ericsson GSM

- February 2003: Oklahoma, Cingular/Ericsson GSM

• Consistent communication to go over bottlenecks and resolve issues faster to move forward.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Managed projects from procurement to commission.
• Developed and initiated projects, managed costs, and monitored performance.
• Met project deadlines without sacrificing build quality or workplace safety.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Monitored project performance to identify areas of improvement and make adjustments.

• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.