projects, from inception to successful completion, while making/executing sound
strategic decisions. Focused problem solver who identifies organizational needs and
delivers effective solutions on time and under budget. Passionately striving towards
constant improvement – Excellent leadership, organization, and people management
abilities.

EMPLOYMENT Nearpod Inc. 4/2015 - Present
Customer Success Director and Logistics
- Managed and supervised firm operations on a daily basis including customer
support, customer success and collections
- Identified the need for processes and procedures in all departments
- With the procedures we put in place, we were able to double the companies’
profits in under 1 year.
- Set challenging cross-functional goals that support the organizational goals and
strategies
- Built a culture of trust and confidence to set the solid foundation required to
maintain an honest and open relationship between employees and the
organization
- Had P&L responsibility for all 3 departments
- Responsible for compiling and generating reports as they relate to customer
service
- Articulate a strategy for integrating customer feedback from multiple sources
and follow-up on this feedback effectively
- Gather feedback from other departments, including Renewals, Sales, Services,
Support, Product, and others, to improve the customer experience
- Performance optimization to achieve defined metrics and KPIs
- Coordinated with upper management and human resources in forming and
training a cross functional department
- Responsible for ordering all the office equipment for the company
- Identify best practices & benchmarking opportunities for continuous
improvement
- Kept an accurate inventory of all equipment

Advanced Power Technologies, Pompano Beach Florida 5/2014 – 3/2015
Director of Customer Care and the National Branch
Customer Care - responsible for maintaining effective customer service for all
internal and external customers by utilizing excellent, in-depth knowledge of
company products and programs as well as team members within the Customer Care
Department.
Roque P Medina
1920 Cedar Ct, Weston FL 33327 |xxx-xxx-xxxx | xxx@xxx.com

- Maintain a balance between company policy and customer benefit in decision
making
- Involved in contract negotiations with vendors and sub-contractors
- Continuously evaluate and identify opportunities to drive process improvements
that positively impact the customer’s experience
- Articulate a strategy for integrating customer feedback from multiple sources
and follow-up on this feedback effectively
- Communicated results to executives clearly and explored the benefits and
drawbacks of alternative approaches if necessary
- Directly manage and oversee specific projects and initiatives. This will include
facilitating resource allocation, building detailed project plans, problem solving,
managing entire projects and directly supporting specific elements of project
implementation, tracking progress and reporting results
- Manage performance to achieve defined KPIs

National Branch - Responsible for completion of all work orders outside the self-
performing areas
- Fiscally accountable for forecast and result of department
- Initiated project to improve the departments success in understanding and
responding to customer issues by streamlining processes and procedures
- Responsible for completion of all work orders outside the self-performing areas
- Locate sub-contractors who are part of APT’s active sub network to service
National work orders
- Locates new sub-contractors for work orders when existing subs in network
cannot service
- Negotiate labor and material rates with new sub-contractors
- Handle on-site issues with service problems
- Quote all the sub-contractors work that will go over the predefined Not to
Exceed
- Provide leadership and management to the internal staff as well as the
technicians on the road
- Manage performance to achieve defined metrics and KPI

Rogers Electric, Davie Florida 2/2009 – 4/2014
Lighting Service Manager
Responsible for day-to-day operation of the Lighting division at Rogers Electric.
- Helped to develop and launch the Lighting division at Rogers Electric
- Developed and led a multidisciplinary project management team
- Provide leadership and management to the internal staff as well as the
technicians on the road
- Worked directly with the company owners and company officers to organize and
submit RFPs, bids, contracts, agreements, and other major vendor interactions
- Held departmental meetings to review strategic goals and initiatives, promote
team building and work to provide growth paths for staff
- Designed and implemented an innovative office environment, achieving
objectives for enhanced corporate image and improved communication,
teamwork and productivity
Roque P Medina
1920 Cedar Ct, Weston FL 33327 |xxx-xxx-xxxx | xxx@xxx.com

- Provide day-to-day supervision, conduct performance appraisals, and delegate
work assignments for the technicians
- Recruited, hired, and providing appropriate training for the staff
- Managed a team of over 70 technicians throughout the country to meet our
customers SLA’s
- After leading the Lighting division for over 2 years, our biggest customer
doubled the amount of stores and territory

Quality Project Management, LLC, Miami Florida 5/2008 – 1/2009
Director of Information Technology
Responsible for overall planning, organizing, and execution of all IT functions
This includes directing all IT operations to meet customer requirements as well as
the support and maintenance of existing infrastructure, applications, and
development of new technical solutions.
- Provide leadership, vision, and management to the multi-site operations IT
department
- Worked directly with the company owners to assess and respond to IT needs
- Manage an IT staff in 3 different locations nationwide
- Hold departmental meetings to review strategic goals and initiatives, promote
team building and work to provide growth paths for staff
- Provide day-to-day supervision, conduct performance appraisals, and delegate
work assignments for all IT personnel
- Assist in recruiting, hiring, and providing appropriate training for IT support
staff
- Oversee the development, design, and implementation of new applications and
changes to existing computer systems and software packages
- Responsible for the ordering, acquisition, inventorying, and disposition of
hardware and software
- Serve as primary contact with outside vendors in the generation of RFPs, bids,
contracts, agreements, and other major vendor interactions, Systems Operations
and Maintenance
- Maintain the integrity and continual operation of the IT network including the
wireless networks
- Ensure the continual functioning of mission critical operations
- Develop, review, and certify all back-up and disaster recovery procedures and
plan
Roque P Medina
1920 Cedar Ct, Weston FL 33327 |xxx-xxx-xxxx | xxx@xxx.com

Verizon Business/MCI/UUNET, Newark New Jersey 9/2000 – 5/2008
Operations Manager
Responsible for the day-to-day operations of the largest central office in the Northeast,
plus five other terminals in the city of Newark. Managed over 18 staff members
overseeing monitoring, installations, administration, etc.
- Scheduled the daily work flow for a staff of technicians
- Daily management of customer escalation where required including carrier
escalation, internal escalations, as well as best practices in the area of customer
communications
- Oversee overall financial management, planning, systems and controls within my
team
- Build sound relationships with customers and operational support teams
- Continue to refine effective demarcation between sales and support
- Effectively guided customer expectations through sales as they relate to service
level agreements
- Manage team to deliver on defined metrics
- Ensure compliance with local, state, and OSHA policies and regulations
- Establishing framework for monthly activity report, highlighting effectiveness
- Manage service suppliers to meet support requirements
- Succession planning for staff that would include training management

EDUCATION New York Institute of Technology, New York New York 9/1987 – 6/1990
Major: Architecture

LANGUAGE Fluent in Spanish

REFERENCES AVAILABLE UPON REQUEST