1481 Agua Avenue  Coral Gables, FL 33156  786.309.4309  
Vince Rubiera Page 2 of 3
 Created a multi-year strategic operations roadmap giving the organization a clear direction wi...
Vince Rubiera Page 3 of 3
 Ensured consistent standards and strategy across all districts by creating and administering
Vince Rubiera Page 4 of 3
Microsoft Office Suite: Excel  Word  Outlook  PowerPoint  Access  Visio  Publisher  Proje...
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Vice President, Global Operations | Over 23 years of success improving organizational performance


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I have over 23 years of success creating world-class customer service capabilities, establishing operational excellence, and instilling cultures of accountability for one of the world’s leading services providers, AT&T.

I have led large teams supporting millions of customers globally with wireline, wireless, cellular, data, and video products, and delivered dramatic reductions in costs, increases in performance and elevated customer satisfaction levels.

I am particularly strong in quickly assessing performance and introducing best practice tools, processes and methodologies (e.g. Lean Six Sigma) that reduce cycle times and ensure a consistent level of service quality. I also establish cultures of accountability by establishing performance standards and publishing key operational data.

A recipient of multiple awards for performance, I have turned around underperforming areas and led others to top-ranked performance. Proudly I was one of a select group of 40, chosen out of 49,000 peers, to participate in AT&T’s Accelerated Development Program.

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Transcript of "Vice President, Global Operations | Over 23 years of success improving organizational performance"

  1. 1. VINCE RUBIERA 1481 Agua Avenue  Coral Gables, FL 33156  786.309.4309   VICE PRESIDENT - OPERATIONS Distinguished career in creating world-class customer service capabilities, establishing operational excellence, and instilling cultures of accountability for one of world’s leading services providers, AT&T. Award-winning AT&T executive accomplished in developing national teams, processes, tools, and platforms that ensure the delivery of exceptional, industry-leading customer experience and sustainable, profitable business growth. Motivational leader skilled in setting strategic direction, driving organizational performance improvements, and fostering work environments that encourage people to innovate and deliver results. ENDORSEMENTS  “As an IT expert, Vince not only brings his book knowledge but also his years of experience working at all levels…Vince has also had the opportunity to manage diverse groups, technicians, staff folks and managers, and has been able to adjust his style to be successful.” ~ Oscar Primelles, Chief Operating Officer, MasTec Network Solutions  “[Vince] is a self-starter, determined and focused on achieving results. His work ethics are exceptional and his understanding of business and technology is unmatched in the industry.” ~ Gerardo Fundora, President of Network Services, Hal-Tec Corporation Areas of Expertise  Performance Management  Strategic Business Planning  Organizational Behavior  IT Operational Process Implementation  IT & Emergency Operations Management  Employee, Vendor & Customer Relations  LEAN / Six Sigma Methods  Change Management  Budgeting & Cost Controls PROFESSIONAL EXPERIENCE WIRELESS MARITIME SERVICES (AN AT&T SUBSIDIARY) December 2013 – Present VICE PRESIDENT, OPERATIONS Responsible for operations, business development and product strategy for the largest global maritime cellular provider, providing services to the majority of the cruise line market; delivering terrestrial-like communication services to nearly a quarter of million people on the high seas daily. Responsibilities include the development, deployment, enhancement, and maintenance of the networks and services, such as Wi-Fi, voice, texting and video caching. This includes leading a 24/7 Network Operations Center, global technician organization, import/export, logistics, project management, software and product development.  Secured a $4.4M contract after successfully leading an RFP process for the third largest cruise line.  Increased revenue by 15% by dispatching teams to optimize shipside cellular networks.  Successfully deployed cellular services on an entire fleet in 30 days (16 ships) by establishing and managing stringent timelines, closely monitoring cross-departmental coordination and streamlining the deployment processes.  Improved Net Promoter Score (NPS)® outcomes by 38% resulting in a NPS of 70, which places WMS as top-ranked when compared to standard bearers like Apple, Amazon, Southwest Airlines and Google.  Reduced technician global travel durations by 25% by introducing management & productivity controls and combining travel based on geography.
  2. 2. Vince Rubiera Page 2 of 3  Created a multi-year strategic operations roadmap giving the organization a clear direction with defined milestones, tasks and resource needs.  Deployed organizational workflow system, key measurement indicators and interface agreements to increase performance transparency, allowing the organization to control and improve: productivity, quality, inter-departmental handoffs and customer satisfaction. AT&T INC. February 1992 – December 2013 AREA MANAGER, FIELD OPERATIONS – NETWORK SERVICES  March 2012 – December 2013 Led organization of 100+ managers and unionized field technicians to deliver world-class installation, maintenance, and customer service to 1.7M+ customers with wire line, data, and video products. Provided executive-level oversight of daily operations to maximize performance management, safety administration, training and development, employee relations, and retention. Ensured sound judgment and fiscal responsibility by investigating, evaluating, and resolving complex service issues. Managed $14M annual expense budget.  Implemented performance management plan and methodology developed in prior role to enable team to meet value-added and prescriptive performance expectations, including KMIs on productivity, quality, efficiency, customer service, budget, documentation, and training.  Transformed area’s worst performing group into success-oriented, high performance team by setting clear goals and metrics, establishing champion roles, and fostering culture of accountability.  Ensured delivery of seamless customer experience by breaking down internal silos and fostering strong cross-functional, interdepartmental collaborations and partnerships throughout AT&T.  Balanced workforce and workload via accurate evaluation and execution of staffing and dispatch models. AREA MANAGER - VP SUPPORT – NETWORK SERVICES  February 2009 – March 2012 Directed development and implementation of operational strategies for improvements in performance, service delivery, quality, and financials. Coordinated audits and developed mechanized balanced scorecards for gap analysis and financial/operational metrics. Facilitated interdepartmental Lean Six Sigma and product delivery teams as performance and process improvement subject matter expert (SME). Led team of 16 process improvement experts located throughout eastern 11 states. Managed $67M annual budget.  Played key role as performance expert, achieving 17% - 25% annual performance improvement, surpassing 5% target, by spearheading development and deployment of new performance management system used to identify and prescriptively manage low performers.  Delivered $25M in contract savings and 32% increase in vendor quality, exceeding both $2M cost savings target and 3% vendor quality improvement targets by more than 1,000%. Restructured and negotiated contracts to include new vendor performance metrics.  Achieved $.75M quality cost avoidance by leading Six Sigma projects to collect and utilize testing data from dispatches to validate proper technician testing upon completion of all repairs.  Eliminated over $3M in annual duplicate dispatches by spearheading 10-member Six Sigma project team to assess and correct financial impact of incorrect and/or missing customer contact numbers on trouble tickets. Identified and introduced controls that required agents to input valid number.  Maximized $67M annual budget through expense controls, resource planning, contract negotiations, and vendor management. TECHNICAL DIRECTOR, WEB TECHNOLOGIES / IT  February 2008 – February 2009 Directed southeast core installation and maintenance IT infrastructure with several diverse legacy systems. Led team of 13 direct reports including project managers, database administrators, programmers, web developers, and SMEs. Conducted ERP system implementations and analyzed strategy, needs, cost, and profitability. Managed application design, development, quality assurance, user support, and infrastructure initiatives nationwide. As member of Emergency Operations Center (EOC), managed emergency operations support and disaster reporting systems.  Optimized and enhanced IT organization by creating transparency, flexibility, and accessibility in this critical function and fully integrating IT into company’s business culture.  Saved $6M in lease and development costs by consolidating IT infrastructure into 38 web, database, file, development, and application servers residing in six different states and hosting 87 applications.
  3. 3. Vince Rubiera Page 3 of 3  Ensured consistent standards and strategy across all districts by creating and administering automated, centralized metrics for finance, operations, customer satisfaction, and safety. REGIONAL OPERATIONAL COMPLIANCE MANAGER  July 2007 – February 2008 Championed managerial skill and efficiency improvements as lead auditor of seven-member team covering the southeastern nine states. Reported audit observations and coaching opportunities to senior leadership. Developed action plans and timelines; established process flows, methods, and procedures; and directed change management teams. Facilitated critical resource planning in response to disaster conditions as member of EOC.  Elevated average audit scores by 27%, while reducing audit operating costs by $800K in region with $10M in annual operating budgets. Minimized field teams’ performance gaps by standardizing audit loaded labor rate, cost per dispatch, and travel costs.  Decreased audit time/cost by 40% from 5 to 3 days and $5K to $3K per audit, while improving audit accuracy, by implementing streamlined, balanced audit package. ADDITIONAL AT&T EXPERIENCE: Florida Broadband Champion – Bellsouth; September 2005 – July 2007 Administrative Support Manager – Bellsouth; April 2005 – September 2005 Network Manager – Bellsouth; May 2001 – April 2005 Field Technician – Bellsouth / Southern Bell; March 1993 – May 2001 Services Representative – Southern Bell; February 1992 – March 1993 EDUCATION UNIVERSITY OF MIAMI – Coral Gables, FL - 2008 Master of Business Administration (MBA) in Management Graduated Valedictorian  Member, Beta Gamma Sigma BARRY UNIVERSITY – Miami Shores, FL - 2006 Bachelor of Science in Professional Administration Minor in Human Resources  Graduated summa cum laude TRAINING & DEVELOPMENT AT&T Lean Six Sigma Certification  AT&T Accelerated Executive Development & Mentoring Program  AT&T Gateway Development  Leading with Distinction  Management Systems and Operating Controls  Effective Non- Profit Board Leadership  Hispanic Association of Corporate Responsibility Leadership Program AWARDS 2012, 2013 President’s Volunteer Service Award – The White House 2012 STEM Award Nominee, Professional Achievement – Career Communications Group 2010 The AT&T Customer Rules! Service Excellence Award – AT&T 2010 Fortune 500 Young Hispanic Corporate Achiever – Hispanic Association on Corporate Responsibility 2005 South Florida Excellence Award (Customer Rules) – AT&T 2003, 2004, 2005 Top Team Performance and Safety Awards – AT&T TECHNICAL SKILLS Applications: ASP.NET  HTML  Visual Web Developer  Microsoft Server  Microsoft SQL Server  Web Development  SQL  Business Objects  Telephony  Networking  Broadband  Search Engine Optimization (SEO)  Social Media Optimization (SMO)
  4. 4. Vince Rubiera Page 4 of 3 Microsoft Office Suite: Excel  Word  Outlook  PowerPoint  Access  Visio  Publisher  Project  SharePoint Operating Systems: Windows  Mac  Linux COMMUNITY SERVICE Miami Children’s Hospital Foundation Young Ambassadors  United Way Young Leaders Children’s Home Society  AT&T Pioneers  HACEMOS (Hispanic Employee Association)  Habitat for Humanity