Summary
Work History
Education
Skills
Work Availability
Timeline
Overview
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Rodney Lang

Hanover,MD

Summary

Accomplished Manager with over 15 years of leadership experience in Wireless Telecommunications Contact Centers, consistently delivering exceptional Customer Success. Known for a relentless customer focus and customer centricity, excelling in guiding top-performing teams through complex challenges with strategic planning and superior organizational skills. A collaborative leader dedicated to fostering an engaging and empowering work culture through effective partnerships. Demonstrated strengths in building and maintaining relationships with diverse stakeholders, showcasing adaptability and proficiency in dynamic, fast-paced environments.

Cost-conscious and communicative professional with expertise in business principles, operational management, and budget development. Committed to promoting an engaged and collaborative work culture. Skilled in developing and maintaining relationships with a diverse range of stakeholders. Seeking a full-time position that offers professional challenges and leverages interpersonal skills, excellent time management, and problem-solving abilities.

Work History

Senior Operations Manager

TEKsystems
07.2022 - 11.2023
    • Team Leadership: Managed four critical teams within the Operational Risk and Compliance department, providing continuous training, coaching, and feedback to boost productivity and retention.
    • Daily Operations Oversight: Oversaw daily operations, identified trends to mitigate risks, and implemented workforce management strategies for optimal capacity planning.
    • Strategic Alignment: Aligned operational strategies with customer expectations by collaborating with the Executive Director of Operational Risk and Compliance to implement efficiencies, minimize business risks, and optimize customer satisfaction.
    • Client Issue Resolution: Acted as the primary escalation point for resolving client issues and managerial concerns with adept communication and problem-solving within the operational risk and compliance framework.
    • Workforce Management: Oversaw workforce management planning, volume predictions, and capacity planning.
    • Stakeholder Engagement: Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
    • Project Leadership: Led the Strategic Projects Office, Internal Controls Audit, Client Requirements, and Smart Compliance teams to enhance audit compliance and refine client service frameworks.
    • Error Rate Reduction: Reduced front-office error rates from 28% to 7% by improving document management processes and enhancing operational efficiency through strategic goal setting and project initiatives.
    • Cross-Functional Collaboration: Fostered dynamic cross-functional collaboration on the Front Office Dashboard project, resulting in a 44% decrease in document mismatches and significantly enhancing the customer experience.
    • Escalation Management: Acted as the primary escalation point for customer and field office issues, ensuring the highest level of service.
    • Large-Scale Initiative Execution: Worked closely with executive directors and field leadership to execute large-scale initiatives, leading complex projects from inception to completion, ensuring timely delivery within budget constraints.
    • Employee Retention and Productivity: Enhanced employee retention and productivity by 30% through effective recruitment, training, and motivational strategies.

Business and Government Customer Support Manager

Verizon
04.2014 - 07.2021
    • Team Leadership: Directed a high-performing team of 12-15 Business and Government Client Support Coordinators, fostering a culture of service excellence and continuous improvement.
    • Customer Satisfaction: Achieved a Net Promoter Score of over 70% month over month by addressing concerns promptly, coaching employees, and leveraging customer feedback to drive process improvements with the national Voice of the Customer team.
    • Escalation Management: Resolved escalated customer concerns and partnered with the Executive Relations team to handle large account-related issues, using feedback for continuous team growth.
    • Digital Adoption Initiative: Spearheaded a Customer Digital Adoption initiative (Nov 2020 - Feb 2021), reducing call-in rates by 14%, boosting product adoption by 12%, and improving NPS by 11%. Developed a nationally approved employee coaching process for customer portal setup.
    • Performance Evaluation: Conducted performance evaluations with SMART goals, providing strategic feedback to drive exceptional customer service and continuous improvement.
    • Partnerships and Training: Cultivated strong partnerships with stakeholders, implemented call monitoring, and developed training programs, resulting in a 16% increase in first-call resolutions and a 12% boost in overall customer satisfaction.
    • Performance Improvement: Achieved YoY team performance improvements of over 20% in customer experience and business efficiency metrics.
    • Team Transformation: Transformed a newly inherited team's success rate from 36% to 100% in First Call Resolution and After Call Survey Rep Performance (June 2014 - Dec 2014), maintaining this success through 2020.
    • Knowledge Management: Implemented knowledge management systems, reducing response times and enhancing customer satisfaction and loyalty.
    • Cross-Functional Collaboration: Analyzed call trends and collaborated with cross-functional teams to address recurring customer issues and improve product quality.
    • Process Optimization: Streamlined customer support processes, resulting in faster resolution times and improved customer experience.
    • Project Management: Managed cross-functional teams to deliver high-quality projects on time and within budget.
    • Field Operations Support: Fostered strong relationships with the field operations team to support business development opportunities and improve service quality.
    • Data-Driven Improvements: Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
    • Conflict Resolution: Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining client relationships.
    • Metrics Monitoring: Monitored metrics and developed actionable insights to improve efficiency and performance.
    • Performance Metrics Design: Designed performance metrics to evaluate team success and individual growth, increasing productivity levels.

Technical Support Manager

Verizon
05.2004 - 04.2014
  • Leadership Excellence: Led a top-performing support team resolving customer concerns with wireless data products and services, consistently achieving top 5 national rankings in customer survey results.
  • Continuous Improvement: Fostered an environment of continuous improvement by soliciting feedback from customers and internal staff, tracking KPIs, and developing plans to enhance team performance.
  • Quality Coaching: Conducted coaching sessions and provided constructive feedback, ensuring adherence to quality performance standards, First Call Resolution, After Call Survey, and Business Efficiencies.
  • Staff Development: Trained staff in technical support roles, business policies, service expectations, and industry best practices, fostering a positive work environment and reducing employee turnover.
  • Performance Enhancement: Drove continuous improvement in First Call Resolution results, business efficiencies, and customer survey results, including Net Promoter Score (NPS).
  • Technology Integration: Oversaw integration and support of emerging technologies such as 3G CDMA and 4G LTE, enhancing wireless service reliability.
  • Device Support: Managed support for data devices including BlackBerry, Palm Treo, iPhone, other Apple products, and Android, developing effective troubleshooting techniques and processes.
  • Recognition and Achievement: Achieved 1st place in 2013 Hanover Tech Support and 10th overall in NE Area Tech Support, recognized for leading customer survey results and revenue generation.
  • Knowledge Sharing: Spearheaded knowledge-sharing initiatives, including new hire training, continuous 1:1 coaching, and mentoring, creating a comprehensive knowledge base for faster access to solutions.
  • Process Optimization: Streamlined support processes for improved response times and increased issue resolution rates, increasing first-call resolution rates by empowering representatives with problem-solving tools.
  • Cross-Functional Collaboration: Collaborated with departments for seamless integration of new products and services, improving customer retention rates and satisfaction by delivering prompt and effective technical assistance.
  • Customer Satisfaction: Enhanced customer satisfaction by promptly resolving complex technical issues and optimizing workflow processes, managing escalated complaints for swift resolutions.
  • Department Transformation: Led the 2006 transformation of Verizon Wireless Hanover, MD Technical Support department, shifting from general Tier 2 support to the Northeast Hub for Tier 2 and Tier 3 Data Tech Support, growing the team from 40 to over 160 coordinators.
  • Innovation in Support: Successfully closed Network Repair Bureau tickets through consistent communication and updates, tracking data to share with the National Voice of the Customer team for continuous improvement.
  • Trend Analysis: Analyzed support trends to identify opportunities for product enhancements or additional training resources, increasing team productivity with an effective ticketing system.
  • Customer Satisfaction Ratings: Managed a customer contact center with 12-15 support representatives, increasing customer satisfaction ratings to 88-92%.
  • Proactive Communication: Improved customer relationships through proactive communication and follow-ups on resolved issues, leading regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes.
  • Training Programs: Developed and implemented comprehensive training programs to continuously upskill the technical support team, reducing resolution time and increasing first-call resolution rates.
  • Case Management: Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques, ensuring consistent service delivery with quality control measures.
  • Stakeholder Engagement: Supported new product launches through seamless integration of new technologies, implementing effective performance metrics to monitor productivity and drive continuous improvement.
  • Industry Expertise: Kept abreast of industry trends by participating in workshops, conferences, and professional development activities, coordinating secure system access for users across various platforms.
  • Technical Projects: Led technical upgrade projects, coordinating with consultants and developers for integrations, overseeing improvements to support network operations.
  • Troubleshooting Excellence: Identified computer hardware and network system issues, performing troubleshooting techniques for remediation, enhancing overall product quality through cross-functional team coordination.

Education

Bachelor of Science - Justice Studies

Frostburg State University
Frostburg, MD
07.1997

Skills

    • Team Building, Leadership, and Employee Management
    • Customer Communications and Relations
    • Coaching, Mentoring, and Employee Motivation
    • Analytical Thinking and Process Improvement
    • Incident and Escalation Management
    • Product and Project Management
    • Technical Troubleshooting and Software Support
      • Quality Control and Policy Implementation
      • System Administration and Operations Oversight
      • Customer Retention and Service
      • Vendor and Client Relationship Management
      • Billing, Reconciliation, and Statement Management
      • Documentation, Reporting, and Performance Evaluations
      • Negotiation

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Operations Manager

TEKsystems
07.2022 - 11.2023

Business and Government Customer Support Manager

Verizon
04.2014 - 07.2021

Technical Support Manager

Verizon
05.2004 - 04.2014

Bachelor of Science - Justice Studies

Frostburg State University

Overview

20
20
years of professional experience

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Rodney Lang