VP/Director Customer Service and Contact Centers @ Shentel
Manager Field Operations @ Shentel
BS, Criminal Law @
University of Maryland Global Campus
Innovative and energetic manager with proven ability to tackle diverse challenges and deliver strong operational gains. Proven talent for both strategic planning and results oriented execution; experience includes telecommunications management, Field and Call Center management, project and program management, retail management, multi-site management, along with P & L responsibilities, Capital and Operational budget development and management, and
Innovative and energetic manager with proven ability to tackle diverse challenges and deliver strong operational gains. Proven talent for both strategic planning and results oriented execution; experience includes telecommunications management, Field and Call Center management, project and program management, retail management, multi-site management, along with P & L responsibilities, Capital and Operational budget development and management, and process design and analysis.
Demonstrated ability to interact with diverse individuals using C-level verbal and written communication skills to function in a high task executive environment. Perpetuates a work environment that fosters teamwork and professionalism, recognizes excellence and high performance, drives idea generation, and promotes company values. A track record of successfully leading operations and cross-functional teams to consistent growth in revenue, profitability, and productivity.
VP Wireless Network Operations @ Responsible for the ongoing development, operations and maintenance of the Shentel Wireless network, including switch, macro and micro BTS operations. Supports field technician team responsible for Shentel/Sprint PCS wireless network across the entire service territory in Virginia, West Virginia, Pennsylvania and Maryland. Supports switch technicians responsible for mobile switch operations in multiple locations as well as the transport networks for the mobile network and system. From September 2015 to Present (4 months) VP/Director Customer Service and Contact Centers @ Directly responsible for the strategic planning, fiscal responsibility, and overall leadership in operations and customer care with a medium size public telecommunication company. Provides strategic leadership to achieve outstanding customer service to over 300,000+ customers, facilitate and positively lead change, and routinely exceeds performance goals. Responsible for all aspects of call center operations including workforce management, call and customer analytics, client relationships, sales channel creation with 3rd party vendors, quality assurance, staffing, training and SOX compliance. From March 2009 to September 2015 (6 years 7 months) Manager Field Operations @ Directs all aspects of the Converged Services (SCS) operation; including, management of 32 supervisors, field technicians, and project management staff in supporting over 56,000 customers in eight states. While meeting strategic objectives, creates and manages the department’s capital and operational budget, P & L responsibilities, directs the planning, organizing, and maintenance activities to ensure network integrity of customer Voice (VoIP, PBX), Video (Analog, QAM, HD) and High Speed Internet access (Ethernet, Cable Modem, Wireless Broadband) services. From September 2005 to March 2009 (3 years 7 months) Deputy Program Manager @ Assisted in directing the program oversight of over 750 SI employees performing records management support at four geographically dispersed Department of Homeland Security, Citizenship and Immigration Services sites, totaling approximately $250 million. Directed the planning, organizing, and controlling of the overall daily operations (i.e. project management technical work, quality control management, scheduling and costs associated). Ensured that all Contractor-performed activities at all site locations are operated in strict compliance with National Archives and Records Administration (NARA) and DHS established guidelines and directives. From April 2003 to September 2005 (2 years 6 months) Manager Field Operation/Consultant @ Directed the entire business unit functions; to include, P&L responsibilities, budgeting, planning, and controlling a $2.5m a year operation. Designed, installed, and managed over 200+ network infrastructure projects ranging from trailers in the Arizona desert to high-rise Federal Government buildings in LA, Chicago, and New York. Provided expert consulting services to various Federal Government agencies in areas such as call center telecommunications, Telephone switch analysis, and hardware and systems configuration. From July 2000 to March 2003 (2 years 9 months) Telecommunications Manager @ Managed two Operations and Maintenance telecommunications contracts, totaling $5M. Directly responsible for the budgeting, project management, technical analysis, acquisition, installation and maintenance, and quality assurance of all Telecommunications and Network systems. Expertly managed the daily operations and maintenance of USAF Academy’s $24M base communications infrastructure. Effectively supervised 10 civilian contractors.
Directed the monitoring, controlling, coordinating, planning, scheduling, and budgeting maintenance production support activities for over $32.5M of communication-electronics systems, equipment, and circuits. Gained valuable experience in Deployable Tactical Communication assets; including, microwave links,secure voice communications, air traffic controls systems, and NEXRAD weather radar.
Designed technical solutions to solve organizational and special project team needs at the lowest overall costs to the Air Force. Planned, engineered, and scheduled customer requirements to mission objectives and desired completion dates. Lead the development of telecommunications system integration specifications and provided technical advice and support to over 100 organizations. From 1992 to 2000 (8 years)
MS, IT Management @ Colorado Technical University From 1998 to 2000 BS, Criminal Law @ University of Maryland University College From 1995 to 1997 University of Nevada-Las Vegas From 1985 to 1989 Kevin Folk is skilled in: Customer Service Management, Visionary Leadership, Sales & Margin Improvement, Strategic Planning, Call Center Operations, Field Operations Management, Teambuilding & Training, Staff Development, Organizational Restructuring, Cost-Reduction Strategies, Key Vendor Relationships, Operational Improvements, Program/Project Management, Product Marketing, Acquisition Integration
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