Roque Medina

Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Telecommunications and Retail.

• All American Facility Maintenance, Director of Operations, 07/2020, Present, Receives, plans, and coordinates project work orders related to facilities maintenance for plumbing, electrical, handyman/general contractor and HVAC, Oversees progress of work orders from inception to completion, Coordinate and track all Vendor Request for Proposals (RFPs), Review and approve invoices and proposals, Ensure any changes to scope of work are documented and approved, Identify and address areas of concern regarding potential risk surrounding project, project logistical issues, budget, and scope, Engages vendors to meet the needs of work orders as written, Analyzes and determines needs of customer to develop scope and schedule for project., Handle job escalations and communicate services issues to Sales Manager, Resolves issues and refers significant issues to regional/corporate contact, Strengthen relationships with existing accounts, Lead the Reporting department Team created daily reports to track progress of work orders and to forecast trends, Extensive use of Microsoft PowerBI and Excel to produce company wide reports, Review measurements and ensure goals set for the team are met., Prepare/update project status reports, process invoices, update tracking reports, and maintain files for due diligence and financials, Actively track each aspect of project performance against schedules and critical path, Coordinate the activities of sub-contractors and the relocation of technical functions, Demonstrate a proactive focus on meeting client and project requirements in a timely and cost-effective manner, Mentor, train, and lead team to increase productivity and maintain goals, Ensure customer satisfaction and follow up, Any other reasonable duties and responsibilities that may be assigned
• Roth Lighting, Director of Operations, 07/2017, 10/2019, Participated in strategic planning and business development activities, Provided leadership, management and vision to ensure the necessary operational controls, reporting procedures and safety practices are in place, Streamlined the current process and procedures to help meet and exceed our customers service level agreement., Implemented companywide software solution to track sales and customer contacts, Worked closely with sales team to provide customer with the right solutions, Managed large multistate projects for customers ensuring drawings were accurate, material was ordered and delivered on time and worked with the local installation teams., Defined performance optimization to achieve metrics, Responsible for all the companywide IT solutions including our social media presence., Built a culture of trust and confidence to set the solid foundation required to maintain an honest and open relationship between employees and the organization, Engineered lighting solutions to meet city and state codes in order to pass inspections and receive permits, Had P&L responsibility for all departments, Reached out to existing customer to cultivate the buyer/seller relationship
• Nearpod Inc., Customer Success Director and Logistics, 04/2015, 12/2016, Managed and supervised firm operations on a daily basis including customer support, customer success and collections, Identified the need for processes and procedures in all departments, With the procedures we put in place, we were able to double the companies profits in under 1 year., Set challenging cross-functional goals that support the organizational goals and strategies, Built a culture of trust and confidence to set the solid foundation required to maintain an honest and open relationship between employees and the organization, Had P&L responsibility for all 3 departments, Responsible for compiling and generating reports as they relate to customer service, Articulate a strategy for integrating customer feedback from multiple sources and follow-up on this feedback effectively, Gather feedback from other departments, including Renewals, Sales, Services, Support, Product, and others, to improve the customer experience, Performance optimization to achieve defined metrics and KPIs, Coordinated with upper management and human resources in forming and training a cross functional department, Responsible for ordering all the office equipment for the company, Identify best practices & benchmarking opportunities for continuous improvement
• Advanced Power Technologies, Pompano Beach, Florida, Director of Customer Care and the National Branch, 05/2014, 03/2015, Customer Care - responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Care Department., Maintain a balance between company policy and customer benefit in decision making, Involved in contract negotiations with vendors and sub-contractors, Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience, Articulate a strategy for integrating customer feedback from multiple sources and follow-up on this feedback effectively, Communicated results to executives clearly and explored the benefits and drawbacks of alternative approaches if necessary, Directly manage and oversee specific projects and initiatives. This will include facilitating resource allocation, building detailed project plans, problem solving, managing entire projects and directly supporting specific elements of project implementation, tracking progress and reporting results, Manage performance to achieve defined KPIs, National Branch - Responsible for completion of all work orders outside the self-performing areas, Fiscally accountable for forecast and result of department, Initiated project to improve the departments success in understanding and responding to customer issues by streamlining processes and procedures, Responsible for completion of all work orders outside the self-performing areas, Locate sub-contractors who are part of APTs active sub network to service National work orders, Locates new sub-contractors for work orders when existing subs in network cannot service, Negotiate labor and material rates with new sub-contractors, Handle on-site issues with service problems, Quote all the sub-contractors work that will go over the predefined Not to Exceed, Provide leadership and management to the internal staff as well as the technicians on the road, Manage performance to achieve defined metrics and KPI
• Rogers Electric, Davie, Florida, Lighting Service Manager, 02/2009, 04/2014, Responsible for day-to-day operation of the Lighting division at Rogers Electric., Helped to develop and launch the Lighting division at Rogers Electric, Developed and led a multidisciplinary project management team, Provide leadership and management to the internal staff as well as the technicians on the road, Worked directly with the company owners and company officers to organize and submit RFPs, bids, contracts, agreements, and other major vendor interactions, Held departmental meetings to review strategic goals and initiatives, promote team building and work to provide growth paths for staff, Designed and implemented an innovative office environment, achieving objectives for enhanced corporate image and improved communication, teamwork and productivity, Provide day-to-day supervision, conduct performance appraisals, and delegate work assignments for the technicians, Recruited, hired, and providing appropriate training for the staff, Managed a team of over 70 technicians throughout the country to meet our customers SLAs, After leading the Lighting division for over 2 years, our biggest customer doubled the amount of stores and territory
• Quality Project Management, LLC, Miami, Florida, Director of Information Technology, 05/2008, 01/2009, Responsible for overall planning, organizing, and execution of all IT functions, This includes directing all IT operations to meet customer requirements as well as the support and maintenance of existing infrastructure, applications, and development of new technical solutions., Provide leadership, vision, and management to the multi-site operations IT department, Worked directly with the company owners to assess and respond to IT needs, Manage an IT staff in 3 different locations nationwide, Hold departmental meetings to review strategic goals and initiatives, promote team building and work to provide growth paths for staff, Provide day-to-day supervision, conduct performance appraisals, and delegate work assignments for all IT personnel, Assist in recruiting, hiring, and providing appropriate training for IT support staff, Oversee the development, design, and implementation of new applications and changes to existing computer systems and software packages, Responsible for the ordering, acquisition, inventorying, and disposition of hardware and software, Serve as primary contact with outside vendors in the generation of RFPs, bids, contracts, agreements, and other major vendor interactions, Systems Operations and Maintenance, Maintain the integrity and continual operation of the IT network including the wireless networks, Ensure the continual functioning of mission critical operations, Develop, review, and certify all back-up and disaster recovery procedures and plan
• Verizon Business/MCI/UUNET, Newark, New Jersey, Operations Manager, 09/1990, 05/2008, Responsible for the day-to-day operations of the largest central office in the Northeast, plus five other terminals in the city of Newark. Managed over 18 staff members overseeing monitoring, installations, administration, etc., Scheduled the daily work flow for a staff of technicians, Daily management of customer escalation where required including carrier escalation, internal escalations, as well as best practices in the area of customer communications, Oversee overall financial management, planning, systems and controls within my team, Build sound relationships with customers and operational support teams, Continue to refine effective demarcation between sales and support, Effectively guided customer expectations through sales as they relate to service level agreements, Manage team to deliver on defined metrics, Ensure compliance with local, state, and OSHA policies and regulations, Establishing framework for monthly activity report, highlighting effectiveness, Manage service suppliers to meet support requirements, Succession planning for staff that would include training management