Freelance Business Manager & Operations Manager

Location:Manchester, New Hampshire, United States
2 Skills
Success- and results-driven professional, with 15 year’s progressive experience, including ten at the management level. Professional committed to developing a cohesive workforce with high morale and productivity. Highly respected leader, communicator and team-builder, adept in solving problems, gaining consensus and driving strong contributions in productivity, efficiency and cost reductions. Experience in a union environment.
—Key Areas of Leadership & Expertise—
Training & Supervision ~ Employee Development ~ Teambuilding & Leadership ~ Labor & Employee Relations
Morale Building ~ Disciplinary Procedures ~ Dispute Resolution ~ Legal Compliance ~ Diversity
Safety & Emergency Preparedness ~ Customer Relations ~ Efficiency Improvements ~ Strategic Planning
Productivity Optimization ~ Cost Containment ~ Quality Administration ~ Project Management
Coaching & Mentoring ~ Verbal & Written Communications ~ Problem Solving


Core Competencies LLC, VT

Business Relationship Manager – Recruiter & Business Development (12/2012 – Present)
Start-up and large company placements, to service the unique needs of creative companies in the green and alternative energy industry. Executive search for construction, building product sales, all disciplines of engineering (electrical, mechanical, civil, process, biochemical, environmental, chemical) curtain wall, road construction, asphalt, aggregate, mining, roofing, concrete, cement and some manufacturing sectors. Specialized in Renewable / Alternative Energy, Power and R&D, with detailed focus on wind, solar, biomass and emerging technologies.

Advanced from entry-level position through positions of increasing challenge and complexity for leading telecommunications provider serving Vermont, New Hampshire and Maine. Took on progressively increased responsibility for HR related functions. Adapted to, and managed change, during periods of transition to new corporate ownership and cultures.


Supervisor – Installation & Maintenance (8/2010 – 11/2012)
Direct team of 11 installation and maintenance technicians and 3 customer service representatives responsible for 4600 payphones across three states. Responsible for internal safeguarding practices. Provide continuing support on transition resolutions with the development of job aids and departmental agreements.

Selected Accomplishments / Contributions
• Analyze specific payphone data and quarterly file regulatory reports with the state public service boards.
• Process all per call compensation (PCC) data for billing and payment.
• Introduced policy that more accurately tracks monetary payments and provides further protection for both the employee and the company.
• Gathered data on 4600 payphones, specific to location, to develop cost analysis for potential sale.
• Responsible for ensuring more productive work hours are utilized with the observation of GPS.
• Held several sessions with employees across operations to identify the top 10 reasons contributing to poor productivity and efficiency within their department and how to gain cost control over operations.

Supervisor— Network Operations Supervisor (1/2010–7/2010)
Direct team of 10 responsible for maintaining communications network across 350 sites serving a customer base of 8M. Ensure timely and accurate dispatch of 4K installations and 500 repairs on monthly basis. Train, coach, discipline and terminate employees as required; serve as information point person regarding employee policy and benefits; participate with internal labor relations and union representative on dispute resolution, termination and other matters. Work closely with internal labor relations team to ensure compliance with union contracts.
Selected Accomplishments / Contributions
• Introduced new proactive maintenance procedures to avert downtime.
• Participated in focus group to provide cost-cutting recommendations for organization.
• Engaged and empowered direct reports to work with minimum direction and supervision.
• Single point of contact and departmental subject matter expert on systems, processes and procedures.
• Instituted teambuilding activities that elevated team morale.

Support Supervisor—Network Operations Staff (2008–2010)
Selected to orchestrate transition to new operating / software system following divestiture from Verizon. Served as single point of contact for 3 internal departments and external providers on all matters impacting building and roll out of new systems and databases that impacted entire organization.
Selected Accomplishments / Contributions
• Collaborated with CapGemini on transitioning from Verizon proprietary software; built new system from the ground up and executed data transfer and input
• Worked with outside provider on developing training curriculum and materials and delivering training to 150 employees across 3 states (Vermont, New Hampshire and Maine)
• Built cross-functional team comprised of members from support center and network center to devise workaround systems while bugs were worked out.
• Created business case for ISO 9000 implementation
• Developed job aids, processes and procedures to align with new organization.

Supervisor—Network Operations Supervisor (2003–2008)
Held similar role in field environment. Directed activities of 14 team members in 3 workgroups across 40 buildings to ensure maintenance of massive network of communications. Ensured compliance with environmental standards (OSHA and state). Resolved customer related problems involving network.
Selected Accomplishments
• Increased productivity 15%.
• Eliminated spare equipment inventory, recapturing $700K in capital costs and exceeded expectations.
• Partnered with 3 co-workers in envisioning, devising and instituting new procedure which became a corporate-wide initiative which elevated efficiency of 30,000 team members. Received nominations for 3 awards and became a finalist for one under the Verizon Excellence Program.
• Collaborated with State of Vermont Department of Emergency Management to ensure Nuclear Power Plants telecommunications met federal mandates for customer safety.
• Sat on New England Diversity Council for Verizon representing district for VT, NH, ME, RI & MA

Supervisor—Network Operations Supervisor (2001–2003)
Managed 3 work groups—dispatchers, translations administrators and central office technicians—that provided direct customer support in test center environment. Ensured functionality of network including oversight for team handling maintenance and repairs.
Selected Accomplishments
• Reduced overtime and non wage expenses by fostering a proactive, rather than a reactive, approach to possible network issues;
• Participated in AFOR (alternative form of regulation) from the Vermont Public Service Board to provide high speed connectivity to customers across the state.
• Forged a cohesive workforce, with zero union grievances.

Administrative Assistant—Bell Atlantic / Verizon Communications (1997–2001)


HR Directors Certification; October 2011

Masters in Human Resources; 2010
Graduated online program Magna *** Laude

Bachelors in Business Management; 2008
Graduated online program *** Laude

Computer Skills
Microsoft Office (Word, Outlook, Excel, PowerPoint)
Lotus Notes, SAP, Oracle, PeopleSoft, Service Suite WFM (DA, SA, MA & WA), Remedy, Metasolv, Fair Share, Telecordia Tirks & WFA, Cognos, Business Objects, Maxhire