Robert L. Secor Jr.
Chester,NY
Summary
Over eleven years of management expertise, dedicated to achieving exceptional results through the application of problem-solving skills and meticulous attention to detail, both of which have been consistently recognized throughout my career at Verizon. Robust background in coordinating projects and programs, coupled with a proven track record in implementing process improvements, has positioned me as an effective leader known for successfully managing teams and driving overall success.
Overview
28
28
years of professional experience
Work History
Program Manager / Reimbursable Engineer
Verizon Communications Inc
06.2022 - Current
- Implemented a reimbursable tracking system at the director level within the engineering and construction departments. This initiative led to a significant 39.4% year-over-year increase in capital credits and a notable 16.6% year-over-year increase in expense credits.
- Developed a comprehensive reimbursable training document to provide guidance from the initial stages of damage through to completion. This document is currently utilized across WNO.
- Established strong relationships with key stakeholders, ensuring support for reimbursable initiatives.
- Continued training, quarterly conference discussions with associate directors, and the implementation of digital documentation led to a year-over-year (YOY) increase in new claims by over 5%.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
Project Manager / Regional Claims Administrator
Verizon Communications Inc
09.2015 - 05.2022
- Provided daily assistance to Reimbursable Engineer with assigned roles and responsibilities.
- Co-authored the M&P titled "How to Create a Damage Claim," which is presently utilized across WNO.
- Developed a reimbursement survey to optimize cost recovery and mitigate billing delays. This initiative yielded 150 responses across WNO and contributed to a 13.3% increase in credits within WNO between June 2019 and June 2022.
- Carefully coordinated and carried out the internal relocation of our evidence retention storage. This initiative led to an annual cost reduction of $33,000.
- Implemented a pre-submission checklist and digitized all packages, resulting in a yearly reduction of approximately 500 labor hours.
Field Operations Manager
Verizon Communications Inc
06.2014 - 05.2022
- Supervised the daily operations of a field crew responsible for maintaining and installing Verizon's network.
- Provided active coaching, motivation, and support for the professional development of my team.
- Aligned field operations goals with overall company objectives, ensuring all projects were executed according to corporate standards and expectations.
- Led and provided guidance to a team of union-represented employees with the aim of promoting exceptional customer service within a secure working environment.
- Managed numerous tasks, prioritizing them according to the dynamic environment and daily service delivery scenarios.
Customer Service Manager
Verizon Communications Inc
01.2013 - 06.2014
- Acted as the primary point of contact for escalations in the Manhattan area, employing systematic analysis to address and resolve customer issues effectively.
- Worked collaboratively with the call center to oversee customer inquiries and established comprehensive tracking procedures to monitor project performance efficiently.
- Analyzed customer issues, determined causes, and initiated corrective actions.
- Maintained comprehensive records for over 200 circuits and prepared detailed reports for the Associate Director, demonstrating my meticulous attention to detail.
Field Technician
Verizon Communications Inc
06.1996 - 01.2013
- Installed, spliced, tested, repaired, and maintained Verizon’s infrastructure, to uphold network reliability.
- Served as shop steward for CWA Union Local 1101 for over 15 years, collaborating with management to address employee grievances related to contractual agreements.
- Selected by senior management to join Verizon's safety team, tasked with the proactive implementation of safety plans for a workforce comprising 165 employees.
Education
Project Management Certificate -
Cornell University
Ithaca, NY2020
MBA - Business Administration
Norwich University
Northfield, VT2015
BA - Business Administration
Pace University, Lubin School of Business
Pleasantville, NY2012
Skills
- Problem-Solving
- Project Management
- Process Improvement
- Technically skilled-cross-platform expertise (Win/Mac)
- Proficiency in Microsoft Office and Google G-Suite
- Detail Oriented
- Strategic Planning
- Attention to Detail
Timeline
Program Manager / Reimbursable Engineer
Verizon Communications Inc
06.2022 - Current
Project Manager / Regional Claims Administrator
Verizon Communications Inc
09.2015 - 05.2022
Field Operations Manager
Verizon Communications Inc
06.2014 - 05.2022
Customer Service Manager
Verizon Communications Inc
01.2013 - 06.2014
Field Technician
Verizon Communications Inc
06.1996 - 01.2013
Project Management Certificate -
Cornell University
MBA - Business Administration
Norwich University
BA - Business Administration
Pace University, Lubin School of Business
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