Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Rodney Naff

Oklahoma City,OK

Summary

Skilled Specialist with expertise in project management, problem-solving and team leadership. Strengths lie in ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. Previous experience led to significant improvement in workflow processes and overall performance efficiencies. Demonstrated skills include adaptability, negotiation and strong communication abilities.

Overview

17
17
years of professional experience

Work History

Sr. Specialist Enablement Manager

AT&T
Oklahoma City, OK
12.2022 - Current
  • Tasks with
  • Resolved issues hindering Field Managers' productivity for multiple Associate Director teams including Core & Prem Techs
  • Managed recruitment interviews and coordinated new hire orientations.
  • Supplied newly hired staff with the appropriate tools and vehicles needed to carry out their tasks effectively.
  • Regional Specialist for CPE operations
  • Ensured accuracy in reviewing and approving damage claims.
  • Managed fleet-related items, including vehicles and GPS.
  • Conducted Smith drive training programs, emphasizing the importance of safety on the road
  • Enhanced efficiency of new hire fleet process through successful implementation of process improvement strategies
  • Collaborated with cross-functional teams to enhance communication and address any potential issues, resulting in a successful onboarding experience for new hires.

Network Manager

AT&T
Oklahoma City, OK
11.2019 - 12.2022
  • Ensured effective leadership and direction for a Core Team.
  • Conducted regular meetings to discuss assignments and direct team members, while ensuring efficient flow and distribution of inventory and supplies.
  • Ensured effective allocation of work by coordinating with dispatch and distributing work orders among the crew.
  • Managed and updated technician work schedules.
  • Maintained and reviewed records to supervise employees, including work order close out narratives, key metric reports, and time entries.
  • Ensured care and proper handling of hardware by employees; Evaluated and appraised employee performance; Recommended promotions for high-performing employees and discipline for those who fail to meet expectations
  • Interviewed and assessed potential hires and transfers while adhering to the collective bargaining agreement at step one level;
  • Performed in-field safety and quality inspections to ensure proper and safe work execution by employees.
  • Served as the central point of contact for customer escalations, professionally handling and resolving complaints on behalf of the company.

Customer Services Technician

AT&T
Oklahoma City, OK
02.2015 - 11.2019
  • Providing field customer service,
  • Performed troubleshooting and maintenance on network systems
  • Ensured prompt resolution of connectivity issues, troubleshooted problems, performed maintenance tasks and upgraded equipment.
  • Efficiently resolved and closed out customer complaints while adhering to prescribed time constraints.
  • Delivered timely and suitable solutions to meet customer needs.

Billiing/ Sales/ Revenue Management/ Tech Support

AT&T
Oklahoma, OK
08.2007 - 02.2015
  • Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
  • Answered support calls and emails from corporate customers needing assistance with products.
  • Resolved customer complaints promptly and effectively.
  • Developed relationships with customers by providing excellent customer service.
  • Directed and supervised team of 15 employees in daily operations.
  • Recruited, hired, trained, mentored, coached, and evaluated teams

Skills

  • Root Cause Analysis
  • Relationship Building
  • Multitasking
  • Reliability
  • Problem-Solving
  • Project Planning
  • Self Motivation
  • Goal Setting

Accomplishments

  • Southwest Development Program Certificate
  • Service Excellence Award
  • Connection Awards

Timeline

Sr. Specialist Enablement Manager

AT&T
12.2022 - Current

Network Manager

AT&T
11.2019 - 12.2022

Customer Services Technician

AT&T
02.2015 - 11.2019

Billiing/ Sales/ Revenue Management/ Tech Support

AT&T
08.2007 - 02.2015

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Rodney Naff