1481 Agua Avenue  Coral Gables, FL 33156  786.309.4309  
Vin ce Rubie ra Page 2 of 3
Vin ce Rubie ra Page 3 of 3
AT&T Lean Six Sigma Certification  AT&T Accelerated Executive Developm...
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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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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 establishing operational excellence, creating world-class customer service capabilities, 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. Areas of Expertise  P&L Management  Performance Management  Business Development  Product Development  Global Operations  LEAN / Six Sigma  Strategic Planning  Large Team Management PROFESSIONAL EXPERIENCE VICE PRESIDENT OF OPERATIONS WIRELESS MARITIME SERVICES (AT&T SUBSIDIARY)  December 2013 – Present Responsible for P&L, operations, engineering, business development and product strategy for the largest global maritime communications 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 overseeing the development, deployments, enhancements, and maintenance of WMS’s global networks and services. This encompasses a 24/7 Network Operations Center, global technician organization, logistics, project management, software and new product development. Managing $23M in annual operating expenses and $125M in revenue. Generating Strong Financial Results  Secured $76.5M+ annually in new and renewed contracts, including the world’s largest cruise line company.  Increased per ship revenue by 15% by dispatching teams to optimize shipside cellular networks.  Reduced technician travel by 25% through dispatch controls and combining travel based on geography.  2014 Year-end results (favorable to budget): revenue 21%, OIBDA 35%, operating Expenses 7%. Continuous Robust Execution …  Successfully deployed cellular services on an entire fleet in 30 days (16 cruise ships) by establishing definitive timelines, monitoring departmental coordination and streamlining the deployment processes.  Improved Net Promoter Survey Scores (NPS®) by 38%, placing WMS as top-ranked when compared to standard-bearers like Apple, Amazon, Southwest Airlines and Google.  Deployed organizational workflow system, key measurement indicators and interface agreements to increase performance transparency, and improve: productivity, quality, hand-offs and customer satisfaction. … While Positioning for Growth  Developed Onboard Wi-Fi, IoT (Internet of Things), OTT (Over the Top) solutions, WMS Connect (communications and content delivery), Entertainment Zone (BYOD Video) and Location Based Services .  Deployed small cell technology over satellite; path to reduced costs (50%), improved quality, and 4G LTE.  Created a multi-year strategic operations roadmap giving the organization a clear and defined direction.
  2. 2. Vin ce Rubie ra Page 2 of 3 AREA MANAGER, FIELD OPERATIONS – NETWORK SERVICES  AT&T INC.  March 2012 – December 2013 Led large team of 150-200 managers and unionized field technicians to deliver world-class 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. Managed $14M annual expense budget.  Transformed area’s worst performing group, improving productivity by 27%, revisits (defects) by 20% and dispatch efficiency (successful completions) by 34%.  Developed and Implemented performance management plan and methodology to enable team to meet value-added and prescriptive performance expectations. AREA MANAGER - VP SUPPORT – NETWORK SERVICES  AT&T INC.  February 2009 – March 2012 Responsible for 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). Managed $67M annual budget.  Played key role as performance expert, achieving 23% annual performance improvement, surpassing 5% target, by spearheading development and deployment of new performance management system.  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 75%.  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 information. TECHNICAL DIRECTOR, WEB TECHNOLOGIES / IT  AT&T INC.  February 2008 – February 2009 Directed southeast core installation and maintenance IT infrastructure with several diverse legacy systems. Led team of project managers, database administrators, programmers and web developers. Conducted Enterprise Resource Planning system implementations and analyzed strategy, cost, and profitability. Managed application design, development, support, and infrastructure initiatives nationwide. Managed disaster recovery reporting systems.  $4M in expense savings by identifying and reducing redundant post-merger headcount by 52%.  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 . ADDITIONAL AT&T INC.(FORMERLY BELLSOUTH / SOUTHERN BELL) EXPERIENCE: Regional Operational Compliance Manager – AT&T; July 2007 – February 2008 Florida Broadband Champion – Bellsouth / AT&T; September 2005 – July 2007 Network Manager – Bellsouth; May 2001 – September 2005 Services Representative and Field Technician – Bellsouth / Southern Bell; February 1992 – May 2001 EDUCATION UNIVERSITY OF MIAMI Master of Business Administration (MBA) – Concentration in Management – Valedictorian BARRY UNIVERSITY Bachelor of Science in Professional Administration – Minor in Human Resources
  3. 3. Vin ce Rubie ra Page 3 of 3 TRAINING & DEVELOPMENT AT&T Lean Six Sigma Certification  AT&T Accelerated Executive Development & Mentoring Program  AT&T Gateway Development  AT&T Leading with Distinction 1-5  Management Systems and Operating Controls  Effective Non-Profit Board Leadership  Hispanic Association on Corporate Responsibility Leadership Program TECHNICAL SKILLS Applications / Skills: ASP.NET  HTML  Visual Web Developer  Windows Server  Microsoft SQL Server  Web Development  Business Objects  Telephony  Networking  Broadband  Search Engine Optimization (SEO)  Dynamics CRM Microsoft Office (Advanced): Excel  Word  Outlook  PowerPoint  Access  Visio  Publisher  SharePoint Operating Systems: Windows  Mac  Linux AWARDS 2012 - 2015 President’s Volunteer Service Awards – 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 - 2005 Top Team Performance and Safety Awards – AT&T 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 ENDORSEMENTS  “…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, 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  “Vince took on the challenge of his role at WMS with dedication and hard work and has been an asset to the executive team. The results in his operations team have been best in class, including deployment and maintenance activities as well as customer satisfaction scores. He also actively participated in areas that were outside of his function, such as leading RFP responses and interacting with customers, while managing his own operations team’s results and its culture. He is one of the main reasons for WMS’s successes in 2014 and has a bright future ahead of him.” 2014 appraisal supervisor comments [Rating: Far Exceeds] ~ Pramod Arora, President and CEO, Wireless Maritime Service