Larry Collie

Technical Customer Support Manager committed to team development and success

Offering- Passionate, high energy leader, with exceptional team management and problem-solving skills. Detail oriented project manager, driver, owner accustomed to managing multiple projects and priorities in fast-paced high-stress environments. Driven to improve customer satisfaction and team performance using advanced analytical, communication and relationship skills.

ACHIEVENTS:

·        Improved sales $25,000,000 by converting upside-down Regional VP of Operations to advocate.

·        Accounted for more than $10,000,000 customer savings using advanced analytical skills.

·        Delivered world class customer satisfaction scores increasing 16 points to 88 out of 100.

·        Developed top performing global team, regional dashboard leader six out of eight quarters.

·        Recognized by AT&T leadership, earned Ericsson’s top customer support award.

ADDITIONAL EXPERTISE:

·        Operations Management

·        Leading & Supervising

·        Project Management

·        Data Analytics

·        Six Sigma GB

·        Change Management

·        Customer Relationship

·        Relating & Networking

·        Complex Problem Solving

·        Advanced MS Office

·        Quality Assurance

·        Contract Management

·        Vendor Management

·        Time Management

·        PMP in process

PROFESSIONAL EXPERIENCE

Ericsson Inc., Plano TX                                                                                                2001-2018      

Director Project Operations, Quality Assurance Project Manager                              2014-2018

·        Managed national network rollout consisting of carrier adds, software upgrades, tower and ground retrofits, and commissioning.

·        Led internal teams and vendors to ensure high-quality standards and safety requirements were met.

·        Oversaw creation and delivery of vendor quality training program improving quality defect rate 15%. 

·        Optimized cross functional team performance using program-based performance dashboards.

Director Technical Support - Head of RAN Centralized Support                               2012-2014

·        Managed technical customer support program for all major US carriers including AT&T, Verizon, T-Mobile, Sprint, and Rogers Communications.

·        Developed, trained, and managed a global technical support team with over 200 employees.

·        Implemented Knowledge Sharing Process, Lunch & Learns and Training programs providing employee development across all technologies.

·        Initiated challenging friendly competition among employees using dashboard KPI reports.

·        Innovated and program managed new tools including a remote support access tool, Known Fault Solutions Database, and a Customer Ticket mapping tool that improved employee efficiency and productivity.

LARRY COLLIE                                                                                    Page Two

Manager, Service Delivery Management - AT&T                                                                       2007-2012

·         Inspired a team of Service Delivery Managers to develop strong customer relationships, manage support contracts, Service Level Agreements, and 24/7 outage recovery teams.

·         Defined and created support functions that raised over $1,000,000 in sales for venue support of the Super Bowl, Indy 500, Democratic and Republican conventions, emergency support for natural disasters and Austin’s SXSW.

·         Developed and implemented a national 24/7 outage recovery and escalation process.

·         Collaborated with Sales and Product Management to create a proactive support model that helps preemptively identify problems.

Service Delivery Manager - AT&T Customer Unit                                                          2001 – 2007

·         Built strong customer relationships, managed Customer Support contract SLA’s, and delivered 24/7 outage recovery management.

·         Supported Sales and Project Management to ensure products were launched on time and within budget.

·         Defined, measured and reported performance of support team, network and processes to regional leadership and market Operations Managers.

·         Owned and managed customer escalations.

·         Held regular customer operations review meetings.

ADDITIONAL RELEVANT EXPERIENCE

COLLIE TELECOMMUNICATION CONSULTING, Houston, TX                                 

Owner Consultant                                                                                                    

HOUSTON CELLULAR TELEPHONE COMPANY, Houston, TX                                 

Senior Switch Engineer                                                                                                      

Switch Engineer                                                                                                                  

Quality Assurance Engineer                                                                                                          

Service Technician                                                                                                              

GTE MOBILE NET, Houston, TX                                                                                      

Service Technician

EDUCATION AND PROFESSIONAL DEVELOPMENT

·         Six Sigma Green Belt

·         Ericsson Certified Service Delivery Manager

·         Leading a High-Performance Culture

·         Leadership Core Curriculum for Managers

·         Individual Performance Management

·         Competence Management

·         Managing Virtual Teams

·         Situational Leadership

·         PMP in process