Richard Keener

Experience

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  United States Air Force

  Oct 1983 - Jul 1989

  Telecommunications & Data Technician

  Staff Sergeant responsible for supervising, training, and managing telecommunications technicians. Conducted performance evaluations and wrote citations for achievement and accommodation medals. Also, worked as project manager in Plans and Programs Department where I designed communication systems for organizations and buildings on base. Decreased the backlog of communication system orders by 50% within six months. Installed and maintained key system and PBX equipment.

• 

  AT&T

  Jan 2000 - now

  Responsible for interviewing, hiring, developing, and directing a team of professional Project/Program Managers accountable for managing large, complex, customer data, voice, and E911 network projects totaling $533M in annualized revenue. Created and implemented tools and methodologies and developed and improved project and product processes that resulted in achieving 99% Project On-Time Performance. Created training and coaching/development plans for each project manager, which resulted in 100% of the team obtaining Project Management Professional Certifications, achieving 94 percent Project Manager Net Promoter Score, and increasing productivity by 11.5%. Responsible for setting expectations and conducting performance reviews for direct reports. Show less Led a technical network operations center consisting of 90 management and non-management employees responsible for the provisioning and maintenance of complex data and voice network services for BellSouth’s Enterprise Business customers. Established and implemented policies and procedures and installed Management Systems and Operating Controls, which resulted in a 69% improvement in productivity. Developed and implemented a Performance Analysis Review process, which improved quality 39% and was adopted regionally as a best practice. Led a Future Centers Design initiative to develop and implement a strategic plan to transform BellSouth’s Service Assurance and Service Delivery Centers, which resulted in annual cost savings of $2.7M. Show less Served as customer advocate and quality assurance manager while working with network field operations, call centers, repair centers, account teams, and various departments to mitigate and resolve customer issues. Developed and presented a monthly Stewardship Report to Wachovia’s leadership team to communicate network performance levels and ensure BellSouth met or exceeded Service Level Agreements. Exceeded Service Level Agreements and effectively managed customer relationships, which assisted the Account Team in winning a 30-million dollar long distance contract and resulted in $70M of annual billed revenue. Show less

  • Associate Director - Project/Program Management

    Jan 2006 - now

  • Manager - Methods & Procedures/Strategic Planning

    Jan 2005 - Jan 2006

  • Area Manager – Network Operations Center

    Jan 2002 - Jan 2005

  • National Account Service Manager – Wachovia Bank

    Jan 2000 - Jan 2002