Russell Silcox
Winnie,Texas
Summary
Highly driven and self-motivated with a proven history and reputation for achieving results in Field Operations and Customer Care. Focused on building successful relationships across organizations while driving for expense management opportunities. Experience working with RAPID, Chief Data Office, Tech Development & Field/Center Operations, vendor management during test and turn up of new products and innovative technology.
Overview
26
26
years of professional experience
Work History
Logistics Specialist
Zella Transport
Winnie, TX
01.2019 - Current
- Managed and facilitated clients’ logistical requirements while ensuring lowest possible cost
- Coordinated with material planners, warehouses, and business partners to ensure that shipping process was streamlined timely, and efficient
- Dispatched and delivered shipments for local and intra-state petrochemical and industrial accounts
- Ensured deliveries are compliant with all safety, environmental, DOT and Plant procedures
- Coordinated incoming and outgoing shipments to maintain schedules.
- Boosted customer satisfaction ratings by 25% by providing effective solutions
Senior-Technical Process/Quality Manager
AT&T
Beaumont, TX
08.2017 - 12.2018
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
- Led scrum teams that eliminated unnecessary dispatches through data analysis and automation. Unnecessary Dispatch Project saved $20M annually in field expense by recognizing post loadout optimization issues which were causing bad dispatches
- Drove efficiencies/automation with field and center teams to save $5M on six projects to reduce FTE headcount and vendor expense
- Managed end-to-end project lifecycle. This included product development and delivery, project management and innovative technology implementation
- Managed and drove DOC compliance with ASPR, MOTS, Corporate Compliance, Data Privacy & Security requirement as the Security Liaison and Compliance Coordinator for Applications
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
Area Manager, Network Operations
AT&T
Beaumont, TX
01.2000 - 08.2017
- Supplied leadership for multiple Call Center support teams over 18 years
- Led Workforce Management team of 15 managers and 38 non-management. Employees were organizational leads for AT&T/Vendor forecasting, Scheduling, Outage Management, Attendance and Resource Desk
- Standardized and automated WFM processes resulting in $2.8M FTE savings EOY
- Partnered with CWA/IBEW on five different union contracts
- Coordinated AT&T emergency plan as Business Continuity Planning Lead/Emergency Site Director
- Performed damage assessment of company and employee property to determine sustainability during Hurricane Rita and Ike
- Determined company aid needed to help employees through emergency events
- Planned operations to meet established schedules, factoring in order demands and business forecasts
Manager-Customer Care
AT&T
Beaumont, TX
01.1999 - 01.2000
- Duties included training. mentoring and development of service representatives to sell multiple residential services such as DSL, Mobility services and entertainment packages
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- 5-time Fortune 500 Winner- Team sales
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage
- Prepared and recommended long-range plans for development of department personnel
Assistant Manager
Southwestern Bell Mobile Systems
Beaumont, TX
01.1997 - 01.1999
- Administered agent training, supplied financial reporting, inventory analysis, and implemented One-Stop shopping concept
- Supplying sales support for employees while supervising sales staff ensuring that sales goals were achieved, and customer growth continued to exceed expectations.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Marketing/Sales Representative
Southwestern Bell Mobile Systems
Beaumont, TX
01.1996 - 01.1997
- Reached monthly goals for wireless sales and residential services by obtaining new accounts and renewing existing accounts
- Educated customers on all available services for their wireless communications
- Performed at 200% of sales quota each month.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Determined needs, delivered solutions and overcame objections through consultative selling skills.
- Average mobile sales of 50 units per month
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions
Education
BBA - Business Administration
Arizona State University
Tempe, AZBachelor of Business - Business Administration
Lamar University
Beaumont, TXBusiness Associate of Arts - Economics
McLennan Community College
Waco, TXSkills
- Benchmark Development
- Attention to Detail
- Decision Making
- Logistics Process Improvement
- Performance Review and Optimization
- Technical Data Provisioning and Analysis
- Project Management
- Team Guidance and Management
- Administrative Management
- Flexibility and Adaptability
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Logistics Specialist
Zella Transport
01.2019 - Current
Senior-Technical Process/Quality Manager
AT&T
08.2017 - 12.2018
Area Manager, Network Operations
AT&T
01.2000 - 08.2017
Manager-Customer Care
AT&T
01.1999 - 01.2000
Assistant Manager
Southwestern Bell Mobile Systems
01.1997 - 01.1999
Marketing/Sales Representative
Southwestern Bell Mobile Systems
01.1996 - 01.1997
BBA - Business Administration
Arizona State University
Bachelor of Business - Business Administration
Lamar University
Business Associate of Arts - Economics
McLennan Community College
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