David Edwards
Field Operations Manager @Northwestel
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WORK HISTORY
Field Operations Manager @Northwestel
Whitehorse, YT, CA
Leading field operations across Yukon territory, managing 17 technicians in unionized environment while serving as primary escalation point for complex customer issues.Key Achievements:Operational Leadership - Direct daily operations of 17-person technical team, ensuring efficient resource deployment across multiple remote job sites while maintaining corporate standards in Canada\'s challenging northern territoryCustomer Escalation Excellence - Serve as senior contact for contentious and sensitive customer matters, resolving complex issues while maintaining strong relationships in underserved communitiesProcess Innovation - Created comprehensive process and procedure guides for service teams, enabling smooth implementation of new telecommunications products across vast geographical territoryStrategic Communication - Maintain critical bridge between upper management and field personnel, facilitating seamless information flow and organizational alignment with company objectivesPerformance Management - Monitor team performance identifying training requirements, conducting coaching sessions and evaluations in accordance with collective agreementsChange Management Leadership - Influenced organizational change strategies by providing field-based insights from northern operations, driving continuous process enhancements adapted to territorial challengesSafety & Compliance - Conduct regular safety audits implementing corrective measures, maintaining zero-incident record while ensuring full compliance in remote, harsh weather conditionsBudget Optimization - Reduced operational costs through strategic resource allocation and diligent budget management, maximizing efficiency in high-cost northern operationsSuccessfully balance operational excellence, team development, and customer satisfaction while navigating unionized environment in Canada\'s most challenging operational territory.
EDUCATION
University of Toronto
Certificate
Toronto School of Business
Diploma of Education
Toronto School of Business
Computer Business Application Specialist
ABOUT DAVID EDWARDS
Experienced operations manager with over 10 years of proven leadership in telecommunications and technical services. Currently serving as Field Operations Manager at Northwestel, where I supervise 17 technicians and drive operational excellence in a unionized environment. My expertise spans team management, process improvement, and customer service escalation.Throughout my career, I\'ve successfully managed teams ranging from 7 to 100+ technicians, consistently delivering results through effective coaching, mentoring, and performance management. I excel at bridging communication between upper management and field personnel while implementing strategic initiatives that align with corporate objectives.Key strengths include developing training programs, conducting safety audits, managing budgets, and enforcing policy compliance. I\'ve contributed to significant cost savings, including reducing 10k calls through strategic partnerships and achieving 38.5% completion rates on customer self-service programs.My technical background as a former Service Technician, combined with formal education in Business Analysis and Network Administration, gives me a unique perspective on both operational challenges and strategic solutions. I\'m committed to fostering safe work environments, driving continuous improvement, and maintaining high standards of customer satisfaction.A multiple Merit Award winner with experience in change management, I thrive in collaborative environments where I can mentor others while contributing to organizational growth and success.
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