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Vice President, Operations, Telecommunications IT, MBA

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Award-winning executive and AT&T high-potential leader accomplished in developing national teams, processes, tools, and platforms that ensure the delivery of exceptional, industry-leading customer ...

Award-winning executive and AT&T high-potential leader 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.

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Vice President, Operations, Telecommunications IT, MBA Vice President, Operations, Telecommunications IT, MBA Document Transcript

  • VINCE RUBIERA1481 Agua Avenue w Coral Gables, FL 33156 w 786.309.4309 w vince.rubiera@gmail.com whttp://www.linkedin.com/in/vincerubieraOPERATIONS EXECUTIVEDistinguished career in creating world-class customer service capabilities, establishing operationalexcellence, and instilling cultures of accountability for one of world’s leading services providers, AT&T.Award-winning executive and AT&T high-potential leader 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 organizationalperformance improvements, and fostering work environments that encourage people to innovate and deliver results.ENDORSEMENTSü “As an IT expert, Vince not only brings his book knowledge but also his years of experience working atall levels…Vince has also had the opportunity to manage diverse groups, technicians, staff folks andmanagers, and has been able to adjust his style to be successful.” ~ Oscar Primelles, Senior VicePresident Business Development, MasTec NAü “Through managing operational controls, identifying improvement opportunities, contract negotiations,financial reporting and operational compliance audits, Vince plays a leadership role in driving continuedsuccess…This has led to his selection for the 2010 AT&T Accelerated Leadership DevelopmentProgram.” ~ Tracy L. Garner, Vice President of I&M, AT&T Southeastü “[Vince] is a self-starter, determined and focused on achieving results. His work ethics are exceptionaland his understanding of business and technology is unmatched in the industry.” ~ GerardoFundora, President of Network Services, Hal-Tec CorporationAreas of Expertisew Strategic Business Planning w IT Operational Process Implementation w LEAN / Six Sigma Methodsw Performance Management w Managed IT Production Services Support w Project Managementw Organizational Behavior w IT & Emergency Operations Management w Change Managementw Staffing & Talent Analytics w Employee, Vendor & Customer Relations w Budgeting & Cost ControlsPROFESSIONAL EXPERIENCEAT&T INC. – Miami, FL February 1992 – PresentRetained and promoted through two acquisitions, BellSouth and Southern Bell, due to award-winningleadership and performance management.AREA MANAGER / DIRECTOR, FIELD OPERATIONS – NETWORK SERVICES w March 2012 – PresentLead union organization of 100+ managers and field technicians to deliver world-class installation, maintenance,and customer service to 1.7M+ customers with wire line, data, and video products. Provide executive-leveloversight of daily operations to maximize performance management, safety administration, training anddevelopment, employee relations, and retention. Ensure sound judgment and fiscal responsibility by investigating,evaluating, and resolving complex service issues. Manage $14M annual expense budget.w Implemented performance management plan and methodology developed in prior role to enable teamto meet value-added and prescriptive performance expectations, including KMIs on productivity, quality,efficiency, customer service, budget, documentation, and training.w Transformed area’s worst performing group into success-oriented, high performance team by settingclear goals and metrics, establishing champion roles, and fostering culture of accountability.w Ensured delivery of seamless customer experience by breaking down internal silos and fostering strongcross-functional, interdepartmental collaborations and partnerships throughout AT&T.w Balanced workforce and workload via accurate evaluation and execution of staffing and dispatch models.
  • Vince Rubiera Page 2 of 3AREA MANAGER / DIRECTOR - VP SUPPORT – NETWORK SERVICES w February 2009 – March 2012Directed development and implementation of operational strategies for improvements in performance, servicedelivery, quality, and financials. Coordinated audits and developed mechanized balanced scorecards for gapanalysis and financial/operational metrics. Facilitated interdepartmental Lean Six Sigma and product delivery teamsas performance and process improvement subject matter expert (SME). Led team of 16 process improvementexperts located throughout eastern 11 states. Managed $67M annual budget.w Played key role as performance expert, achieving 17%-25% annual performance improvement,surpassing 5% target, by spearheading development and deployment of new performance managementsystem used to identify and prescriptively manage low performers.w Boosted performance expectations by leading time and motion studies to recalculate time required tocomplete hundreds of technician job types and measure technician performance against these new benchmarks.w Delivered $25M in contract savings and 32% increase in vendor quality, exceeding both $2M costsavings target and 3% vendor quality improvement targets by more than 1,000%. Restructured andnegotiated contracts to include new vendor performance metrics.w Teamed with legislators, government agencies, and other utilities to introduce new utility protectionlegislation in four states and enforce excavation/copper theft laws, to reduce damage to company’sunderground cables.w Standardized management processes and strengthened leadership capabilities, coaching skills, andservice delivery organization-wide by deploying $1.5M management methodology and operational controls.w Achieved $.75M quality cost avoidance by leading Six Sigma project to collect and utilize testing datafrom dispatches to validate proper technician testing upon completion of all repairs. Created compliancereports and identified coaching opportunities.w Eliminated over $3M in annual duplicate dispatches by spearheading 10-member Six Sigma projectteam to assess and correct financial impact of incorrect and/or missing customer contact numbers ontrouble tickets. Identified and introduced controls that required agents to input valid number.w Maximized $67M annual budget through expense controls, resource planning, contract negotiations, andvendor management.w Named one of 40 out of over 49K peers selected to participate in AT&T Accelerated Development Plan.TECHNICAL DIRECTOR, WEB TECHNOLOGIES / IT w February 2008 – February 2009Directed southeast core installation and maintenance IT infrastructure with several diverse legacy systems. Led teamof 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 applicationdesign, development, quality assurance, user support, and infrastructure initiatives nationwide. As member ofEmergency Operations Center (EOC), managed emergency operations support and disaster reporting systems.w Optimized and enhanced IT organization by creating transparency, flexibility, and accessibility in thiscritical function and fully integrating IT into company’s business culture.w 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.w Ensured consistent standards and strategy across all districts by creating and administeringautomated, centralized metrics for finance, operations, customer satisfaction, and safety.REGIONAL OPERATIONAL COMPLIANCE MANAGER w July 2007 – February 2008Championed managerial skill and efficiency improvements as lead auditor of seven-member team coveringsoutheastern nine states. Reported audit observations and coaching opportunities to senior leadership. Developedaction plans and timelines; established process flows, methods, and procedures; and directed change managementteams. Facilitated critical resource planning in response to disaster conditions as member of EOC.w 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 loadedlabor rate, cost per dispatch, and travel costs.w Standardized and automated audit process by conceptualizing, developing, and deploying suite of webapplications and dashboards.w Decreased audit time/cost by 40% from 5 to 3 days and $5K to $3K per audit, while improving auditaccuracy, by implementing streamlined, balanced audit package.
  • Vince Rubiera Page 3 of 3FLORIDA BROADBAND CHAMPION – BELLSOUTH w September 2005 – July 2007Drove development and sustainability of Florida’s broadband business by coordinating trials, product rollouts, andtraining. Audited operations statewide for best practices and operational improvement opportunities. Reported onfield operations to senior executive team.w Enabled organization to measure DSL performance and drive consistent metrics by designing andimplementing balanced scorecard, best practices, and product enhancements.w Ensured knowledge transfer and process alignment by establishing weekly calls with 80+ managers.w Reduced loaded labor rate 40% by outsourcing 30% of North Florida’s dispatchers.w Commended by CEO for efforts during Hurricane Katrina restoration. Reported on pertinent data, includingtechnician locations and hotel availability, to EOC.ADDITIONAL AT&T EXPERIENCE:Administrative Support Manager – Bellsouth; April 2005 – September 2005Network Manager – Bellsouth; May 2001 – April 2005Field Technician – Bellsouth / Southern Bell; March 1993 – May 2001Services Representative – Southern Bell; February 1992 – March 1993EDUCATIONUNIVERSITY OF MIAMI – Coral Gables, FL - 2008Master of Business Administration (MBA) in ManagementGraduated Valedictorian w Member, Beta Gamma SigmaBARRY UNIVERSITY – Miami Shores, FL - 2006Bachelor of Science in Professional AdministrationMinor in Human Resources w Graduated summa cum laudeTRAINING & DEVELOPMENTAT&T Lean Six Sigma Certification w AT&T Accelerated Executive Development & Mentoring Program w AT&TGateway Development w Leading with Distinction w Management Systems and Operating Controls w Effective Non-Profit Board Leadership w Hispanic Association of Corporate Responsibility Leadership ProgramAWARDS2012, 2013 President’s Volunteer Service Award – The White House2012 STEM (Science, Technology, Engineering and Math) Award Nominee, Professional Achievement – CareerCommunications Group2010 The AT&T Customer Rules! Service Excellence Award – AT&T2010 Fortune 500 Young Hispanic Corporate Achiever – Hispanic Association on Corporate Responsibility2005 South Florida Excellence Award (Customer Rules) – AT&T2003, 2004, 2005 Top Team Performance and Safety Awards – AT&TTECHNICAL SKILLSApplications: ASP.NET w HTML w Visual Web Developer w Microsoft Server w Microsoft SQL Server wWeb Development w SQL w Business Objects w Telephony w Networking w Broadband wSearch Engine Optimization (SEO) w Social Media Optimization (SMO)Microsoft Office Suite: Excel w Word w Outlook w PowerPoint w Access w Visio w Publisher w Project w SharePointOperating Systems: Windows w Mac w LinuxCOMMUNITY SERVICEMiami Children’s Hospital Foundation Young Ambassadors w United Way Young LeadersChildren’s Home Society w AT&T Pioneers w HACEMOS (Hispanic Employee Association) w Habitat for Humanity