Ken Cordova

Experience

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  XO Communications

  Jan 2000 - Jul 2002

  Internet Sales Engineer

  Pre-Sale Design- Designed customer solutions based on needs, budget, and existing infrastructure. Consultations included Telephone, LAN, WAN, & Hosting drawings, quotes, and planning.Project Management- Managed installation process from date of order through post-sales installation. Worked with ILEC for local loop installations, equipment manufactures, and company It Teams for smooth installed.Sales Generation- Partnership generated $130,000.00 in new revenue per month from the Business Sales Team. Activities included cold calling, training, customer visits, configuration of existing services and applications selling. Show less

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  AT&T

  Jul 2002 - Apr 2006

  Operations Manager

  Operational Management – Managed all day to day initiatives for system support training, communication, and merchandising for the retail stores in the New York City regional area. Also managed the creation, updates, and deletions for all retail process and procedures.Project Management – Managed projects including the merger of Cingular and AT&T wireless such as the streamlining of processes and procedures, the opening and closing of retail stores and indirect distribution in New York/New Jersey Area, and led the project for Wireless Local Number Portability.Training Management – Led the training efforts in launching a new Indirect distribution program working with Master Agents to train new sub-agents in Cingular. Show less

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  Verizon

  Apr 2006 - Apr 2017

  • System Support – Manage the credit systems for the Verizon wireless and telecom lines of business through collaboration between the Credit support centers, Credit Strategy, and the Information Technology teams.• Process Management – Manage the processes and procedures for the Credit support teams covering over 700 support representatives over six national centers. Periodic process improvement included collaborative reviews, VLSS participation, and process mapping via swim-lanes.• Project Management – Manage a portfolio of high profile Epic projects supporting the Verizon Finance transformation for the Credit team. The current portfolio of projects looks to uncover best practices, system efficiencies, and customer focused initiatives. Show less Vendor Governance – Manage the vendor governance & compliance team ensuring vendor contract compliance with the Fraud Prevention, Collections, Recovery, and Revenue Assurance Teams. Audit a vendor portfolio with a 100-million-dollar annual expense for the Verizon Finance Bill to Cash organization. Manage contractual KPIs, enforce contractual penalties for underperformance, while providing historical guidance to business leaders.Vendor Connectivity – Manage relationships between Verizon IT Security, network planning, firewall engineering team, and vendor partners for system access, firewall control, and vendor connectivity. Vendor Access & Profile Management – Manage team that provides system access and approval control for 4,800 vendor staff across 10 lines of business. We are also the system owner for 28 systems by managing the profiles and access levels for our internal business partners. Show less Fraud Operations – Managed and led the day to day operations for the Fraud Prevention team including design and execution of all process and procedures, eliminated risk Governance and oversight efforts, and ensured proper staffing support for 2 million Fraud cases and 1.5 million calls annually.Vendor Management - Managed the budget for the Fraud Prevention team that totaled over $20 million annually that included staffing, system tools, and risk mitigation efforts. In addition, managed vendor performance against KPI standards and shifted resources based on performance.Project Management – Successfully led various projects including the opening of 4 Fraud prevention call centers, various system enhancements, and internal partner engagement to educate and promote Fraud prevention awareness. Show less Sales Operations – Led day-to-day operations for the Northeast area warranty exchange and technical support programs. Operational support included leading various projects, training, reporting, process and procedure management, and communication on new products during the height of the smartphone revolution.Vendor Operations – Managed relationship with outside vendor responsible for providing technical support and warranty exchanges. Vendor management included the establishing and inspection of compliance and performance KPIs. Partnered with our vendor to ensure clarity and flawless execution on Verizon goals and strategy.Project Management – Managed various automation projects from idea creation through execution that included moving various business tools to support tablets, leveraging existing databases in real-time to eliminate research steps, and executed upon sales improvement strategies by moving more resources to the front line. Show less

  • Senior Manager - Systems & Process

    Mar 2016 - Apr 2017

  • Supervisor - Performance Assurance Bill to Cash Governance and Compliance

    Jul 2015 - Mar 2016

  • Supervisor- Global Fraud Operations

    Jun 2011 - Jul 2015

  • Quality Assurance Supervisor

    Apr 2006 - Jun 2011
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  Spectrum Enterprise

  Apr 2017 - now

  Service Delivery Management Leader – Lead team of Service Delivery Managers where our goal is to manage the installation lifecycle from order approval, construction buildout through Bill Activation. We maintain a focus on exceeding Service Level Objectives by being proactive with a strong focus of partnership, communication, while building a strong brand.Project Management – Project manage a multimillion-dollar portfolio of customer construction orders. Manage the relationships with various teams to ensure projects remain on schedule. Partner with over 15 teams that engage on various critical parts of an order. Engagements range from technical to operational in nature including fiber design, equipment requirements, fiber splicing plans, circuit design, provisioning and turn-up.Customer Experience – Development of local processes where the Customer Experience is a top priority for our success. The team is always looking for ways to elevate the customer experience by establishing consistency in our interactions by standardizing escalation/expedite processes, established weekly meetings with our Project Manager and Construction partners to promote communication, alignment, & client support.Employee Development – Develop employees for the next step in their career. Support includes assigning high exposure stretch projects, development opportunities including shadowing other teams and training.Key AccomplishmentsIn 2020, Florida finished #2 overall including the last 3 months with the #1 rank in overall SLO obtainment.Reduced End to End intervals to under 46 days for the last 8 months with a 93% SLO compliance. Florida consistently remained in the top ranked regions nationally.Reduced failed installs by over 80% with a focus on quality, communication, and partnership with our various border partners.Established numerous best practices including Manager’s Corner, Monthly PM/SDM Meetings, Clean Order Support, SDM Next Status, & Channel Lead partnership. Show less

  • Director - Enterprise Service Delivery

    May 2022 - now

  • Senior Manager - Enterprise Service Delivery

    Apr 2017 - May 2022