Jeff Cinotto

About Jeff Cinotto

Director, Field Service OperationsProven success in leading and managing large-scale projects, building strong relationships with business units (Customer CARE, Field Service, Supply Chain, Customer Experience) throughout the project lifecycle. • Keen business acumen, assuring success of major technology implementation initiatives. Accomplished in short- and long-range strategic planning, development of P&L reports, project, capital, and operating budgets, assuring ROI of major initiatives. • Strong project management and change management skills. Proven ability to manage, prioritize, and propose requested IT projects work in alignment with business objectives in alignment with governance model for project staging. Persuasive, diplomatic communication of business decisions, priorities and relevant project information to project stakeholders to facilitate knowledge sharing and collaboration.• Earned a reputation as a driven, disciplined, results-focused leader with expertise in business/IT strategy development, solution discovery, service management, and risk management.

Experience

1. Director of Field Operations Systems Support

   DIRECTV

   Jan 2012 — Present

   Promoted to manage a team of 3 (Sr. Manager FOSS, Managers of Field Implementation Teams) with total team of 14 supporting operations nationwide. Report to VP of Field Services.Lead team in developing new system enhancements, business reporting, best practices, and training documentation/workshops for Dynamic Dispatch Centers and Field Services, improving collaboration and engagement by demonstrating business impacts of full utilization of Field Services Scheduler. • Successfully completed a high-profile initiative, the national implementation of Field Services Scheduler, a field operations work order management/route optimization program with an initial project cost of $40MM. Completed national launch on schedule, system credited with increasing productivity (work orders completed) by 16% and revenue by 10%, while reducing fuel expenses by 21% for Owned and Operated Production Techs since 2011.• Managed FS Scheduler application fixes/enhancements/upgrades for 5 enterprise releases; oversaw issue tracking, reporting, and staging within the FOSS team. Led user acceptance testing, development of job aids/user training materials, and teleconference / WebEx trainings with Dynamic Dispatch Centers prior to production release.• Directed implementation of a new Quality Assurance team with the goal of providing call monitoring for the Technician Service Center. • Led team in proactive modifications of work orders. Oversaw development and documentation of process improvements and performance evaluations between CARE and Field Service toward a goal of reducing overall FSR activity to improve the customer and technician experience.• Orchestrated a 1.5 day FS Scheduler Summit, attended by 30 representatives of Dynamic Dispatch Centers nationwide, promoting knowledge sharing and insights into future application development.

Education

• University of Oklahoma

  Bachelors, Sociology/Criminology

  1996 — 2003

Skills

• Social Media Marketing
• Call Center
• Process Improvement
• Performance Management
• Strategy
• Telecommunications
• Cross-Functional Team Leadership
• Social Media
• Operations Management
• Team Building
• Management
• Customer Retention
• Customer Service
• Team Leadership
• Leadership Development
• Training
• Strategic Planning
• Account Management
• Public Speaking
• Leadership
• Program Management
• Call Centers
• Project Management
• Vendor Management
• Customer Experience