Lawrence McMannis

Experience

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  Nextel Communications

  Sept 2001 - Aug 2002

  National Account Services Representative

  • Managed assigned accounts, suggesting modifications and negotiating contracts to rebuild relationships and retain business.• Consistently exceeded established monthly quota, averaging more than 150% of quota and revenue of $100,000 per month.• Employed successful negotiating skills to justify costs and additional services that benefited both the customer and employer.

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  Sprint

  Aug 2002 - Mar 2014

  Reported to the Senior Call Center Manager on departure and covered numerous roles as detailed below.Awards achieved:2003, 2004, 2005, 2007, 2008, 2010, 2012 Crown Club Recognition Award2006 North Region VP’s Public Sector Distinguished Service Award for retaining $1M+ customer base2003, 2004, 2007 VP Forum – created a senior leadership group influencing strategy and positive change • Led a team of 15 customer service/retention representatives, overseeing all scheduling and maintaining productivity.• Devised and created an Executive Level escalation service specifically designed to handle problem calls received by senior leadership. • Assigned escalations to representatives to ensure customer satisfaction and retention. Show less

  • Team Lead

    Mar 2008 - Mar 2014

  • Port Out Prevention/Account Services Representative

    Aug 2002 - Mar 2008
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  Verizon

  Mar 2014 - Aug 2015

  Sales Manager - Consumer and Mass Markets.

  Reporting to the Call Center Director and leading a team of 20 representatives in selling bundled internet access, telephone and television service. • Increased team sales from $900,000 to $2.1M in one month by tracking daily productivity.• Coached the team of sales representatives daily to assist in meeting individual and team sales quotas.• Used goal setting and KPI analytics to accelerate root causes and corrective actions.• Developed specific tailored training programs for representatives with low sales close rates.• Personally handled up to 10/day escalated issues and provided clients with customized personal services.• Prepared and delivered monthly reviews on each representative in the team.• Led daily and weekly staff meetings to provide company updates, negotiation skills and product training. Show less

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  Winsor Group

  Aug 2015 - now

  Senior Project Manager/Construction Manager

  Assigned to the Governor’s Office of Storm Recovery for the State of New York managing disaster recovery for over 20,000 homeowners following Hurricanes Sandy, Irene and Tropical Storm Lee. Leading a diverse range of programs and projects focused on Disaster Recovery efforts across a range of industry sectors including construction management, finance, IT security and the creation of a reaction construction management call center. Developing specific data analysis tools to ensure high levels of client satisfaction to ensure compliance with all significant contractual obligations.Lead Building Inspector – Responsible for holding homeowners to local, state and federal building codes. While ensuring that residential repairs and construction completed and properly closed out by program guidelines.Construction Manager/Minimal Repair Program -Responsible for managing contractors to completion of home repairs as outlined by the program up to $50,000.Senior Project Manager –Assigned Hurricane Relief Program for the United States Virgin Islands to provide leadership and guidance on a very highly detailed project brief to provide support to the USVI. Analyzed call center data and focused on improving performance and processes in a construction management call center for the hurricane relief effort for the United States Virgin Islands. Show less

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  Village of Hillburn, New York

  Jun 2020 - now

  Building/Fire Inspector

  Responsible for conducting inspections of residential and commercial buildings and structures to ensure fire and building codes are being met and that the fire protection systems set in place are functioning. Review and approve building plans to ensure they meet current building codes, local ordinances, zoning regulations, and contract specifications.