Trained, coached, and counseled team members by monitoring quality, safety, and performance standards.
- Managed team members across multiple states and time zones, overseeing hiring, coaching, quarterly performance audits, and conducting site inspections, operational audits, and market analysis.
- Engaged employees to manage performance, evaluate results, and achieve key business metrics.
- Delivered clear and effective performance evaluations and feedback.
- Supported installation, maintenance, and construction of network services.
- Analyzed data trends to identify root causes and develop solutions for customer service and network issues.
- Managed required training programs, including compliance, safety, systems, and process changes.
- Maintained accurate administrative records for attendance, work performance, training completion, and other critical metrics.
- Resolved employee grievances and workplace issues to strengthen team morale and maintain a positive environment.
- Ensured strong communication with cross-functional teams and leadership to surface issues early and report status timely.
- Oversaw end-to-end implementation of Network Transformation initiatives.
- Coordinated and scheduled resources across multiple organizations to align projects with business goals.
- Developed and delivered presentations to stakeholders at all organizational levels.
- Drove results across teams, regardless of reporting structure.
- Created and executed corrective action plans to minimize impacts to project schedules and business objectives.
- Ensured operations and support functions maintained a focus on operational excellence.
- Enforced standard processes and procedures while identifying and implementing process improvements.
- Led or oversaw the creation of configurations, monitoring procedures, and break/fix documentation.
- Communicated technical and non-technical information clearly to customers.
- Performed continuous process improvements across support and maintenance activities.
- Motivated, coached, and developed staff to maximize productivity and support career growth.
- Managed workloads, prioritized assignments, and ensured on-time delivery of business commitments.
- Provided recommendations on hiring, termination, advancement, promotion, and other personnel decisions.
- Assessed performance, held employees accountable, and delivered ongoing direction, training, and corrective action when needed.
