Cesar G. Diaz Jr. has over 25 years of experience at Verizon in various roles such as Senior Analyst, Supervisor, Local Manager, and Technician. He currently manages Verizon's relationship with external partners for international call centers, supervising 500 agents and decreasing monthly costs by $38,000. Previously he reduced costs by $4M as a Supervisor and set performance goals as a Local Manager for 24 technicians. He has a BA in Business Management from Eckerd College.

1. CESAR G. DIAZ, JR.
940.536.4153
Jcdiaz6@sbcglobal.net
PROFESSIONAL EXPERIENCE
Verizon (1995 – Present) Dallas, Texas
Senior Analyst Vendor Management 2010 - Present
Manage the relationship between Verizon and external partners for both national and
international call centers. Primary point of contact for service and billing in the Dominican
Republic; increased productivity while decreasing monthly labor cost by $38,000. Supervise,
direct and indirect headcount of 500 frontline agents and managers between sites in Costa Rica
and Dominican Republic.
 Establish alignment of priorities and goals with all levels of program personnel.
 Assess all functional execution, identify all gaps in performance and business standards,
direct action planning, implementation and execution to improve operating results.
 Conduct operational meetings to assess results and performance, training readiness and
completion, resource management preparedness and new process & product support
readiness.
 Assess Center Manager, Supervisor and Agent performance.
 Observe and participate in agent calibration sessions, focus groups and site huddles to
drive center improvement.
 Observe training classes and assess for effectiveness.
 Interface with all relevant Verizon business units to create and drive synergies.
 Lead and participate on cross-functional improvement teams.
 Monthly visits to all offshore centers to conduct compliance audits and training.
 Monthly preparation of billing invoice.
Supervisor – Dallas/Garland Fiber Solution Center Dallas, Texas
2006 - 2010
Maintained same headcount and implemented efficiencies throughout organization that resulted
in a $4M cost reduction that was sustained over the following 4 years.
Provided labor and cross training among direct reports. Increased productivity among direct reports which
included 35 fiber analysts who provided technical support on a national front.
 Provided sales training to all agents and supervisors.
 Established office guidelines and protocols for unexpected outages.
 Responsible for wage increases of non-bargained employees.
 Translated, edited, and assembled all methods and procedures from English to Spanish.

2. Local Manager Installation and Construction Kewanee, Illinois
2003 - 2006
Responsible for all Verizon’s High Capacity, Voice, Data and Video entertainment services to
wholesale, enterprise, small business and residential customers in Northern Illinois. Directly
supervised a team of 24 field technicians which performed installation, maintenance, special
services and construction of copper and fiber cable.
 Set performance goals for technicians.
 Provided ongoing coaching and support for technicians.
 Conducted formal mid-year and end of year performance appraisals and reviews.
 Assisted dispatch center with workload issues.
 Coordinated Technician Payroll Process.
 Approved time and expense reporting.
 Participated in Quality Process.
 Conduct field inspections of technician jobs (both on the job and post job inspections).
 Provided on-the-job training to technicians.
 Identified individual and group training needs for technicians and ensured delivery of
training.
 Ensured technician compliance with all safety regulations (OSHA).
 Conducted safety inspections (i.e., OSHA compliance) with technicians and documented
results.
Customer Zone Technician II Tampa, Florida
1995 - 2003
Trained newly hired technicians, training to include methods, procedures/process and proper
equipment usage. Provided installation services for all residential and business customers to
include construction and maintenance throughout the Tampa area.
 Installed, maintained and/or repaired splicing and placings for copper and fiber cable.
 Installed, removed, rearranged, programmed, tested, troubleshoot and maintained
equipment.
 Expediently repaired and restored service outages.
 Interfaced with customer to further analyze installation and repair issues.
 Responded to inquiries and provided follow-up.
 Interpreted schematic work order drawings to determine job specifications and
installation needs.
 Utilized various test equipment to analyze equipment trouble and applied appropriate
maintenance action.

3. EDUCATION AND TRAINING
BA in Business Management, Eckerd College, St. Petersburg, Florida
(In-progress, 2 courses remaining)
Corporate Training:
Interpersonal Skills, Managing Personal Growth, Managing Conflicting Priorities/Demands, Effective
Communication Skills, Stress Management, How to Get Your Career Re-Energized, Effective Business
Writing