SEAN M. MCENTIRE
3799 Green Ridge Road * Furlong, PA 18925
* Res:  [Send email to request phone number] 94.7099 * Cell:  [Send email to request phone number] 33.8578 * 


Results focused, visionary leader with proven experience directing business
solution development, implementation and maintenance. Utilize keen analysis,
insights and team approach to drive improvements and best practices. Effective
change agent instilling a “can-do/will-do” attitude and moving organizational
focus towards high quality timely delivery, in line with the overall
organizational vision and strategy. 

Proven areas of expertise include:

* Strategic Planning and Organizational Leadership
* Revenue and Profit Growth
* Budgeting and Cost Management
* Profitability and Cost Analysis
* Systems and Technology Implementation
* Sales Cycle Management
* Process Design and Productivity Improvement
* Receivables Management
* Team Building & Performance Improvement
* Resource Planning


PROFESSIONAL EXPERIENCE


VERIZON COMMUNICATIONS, BASKING RIDGE, NJ 1990-2008
A leader in delivering broadband and other wireline and wireless communication
innovations to mass market, business, government and wholesale customers.

DIRECTOR – SYSTEM ANALYSIS & PROGRAM MANAGEMENT 2006 – DEC 2008

Responsible for support, system maintenance, and management of Verizon Partner
Solutions - Customer Experience billing integrity programs. Deliver process
improvements, automation and client self-service system enhancements. Perform
change control functions for National Claims and Adjustments System; including
business requirements documentation creation, obtaining funding, development
tracking, testing and implementation.

Notable Achievements:
] Successfully led organization wide claims management program which helped
reduce Verizon’s Enterprise Markets outstanding billing backlog from $215M to
Leader of Partner Solutions Revenue Assurance program, delivering $65M back in
under-billing. 
] Initiated and directed activities for Sarbanes-Oxley Section 404 certification
of internal control environment. Worked closely with Internal Audit to perform
assessment of financial controls.
] Implemented National Claims and Adjustments System in 40 locations with 1700
employee users. 
] Achieved TL9000 certification to foster quality management systems.
] Reduced claims management average cycle time from 101 days to 40 days in 3
years. 

SENIOR STAFF CONSULTANT – PROGRAM MANAGEMENT 2005 - 2006

Managed all phases of Claims and Adjustments project from inception to
completion: proposal preparation, establishing and monitoring master plans,
resource acquisition and coordination (people, internal, external, technical,
systems, hard assets etc.), quality assurance and ultimate performance of
project.

Notable Achievements:
] Designed and led implementation of new billing system, National Claims and
Adjustments System (NCAS), for all Enterprise customers.
] Provided leadership support, recommendations, and direction to NCAS creation
work groups (internal and external / PricewaterhouseCoopers).
] Communicated and interfaced effectively with various stakeholders and Verizon
Executive Leadership team. Provided timely project updates and analysis regarding
all phases of implementation.
] Continued as post-implementation manager and business liaison. Identified,
tracked and managed post-implementation customizations. Updated user training
materials, documented new functionality, and communicated all implemented
customizations to users.

MANAGER – CUSTOMER SERVICE 2002 - 2005

Responsible for a department of 109 individuals overseeing all customer service
issues for large business segment groups. Took leadership role and worked closely
with internal support organizations to drive process improvements and cost
improvements throughout organization.

Notable Achievements:
] Created and implemented 3 successful District wide re-engineering initiatives
(Project Management, ICB Contracts & Complex Billing). Determined staffing
requirements, developed Methods and Procedures and assisted in District wide
implementation.
] Recipient of 2003 Verizon Excellence Award and 2004 Enterprise Customer
Service Master's Award. 

SALES MANAGER, NETWORK SERVICES 2000 - 2002

Recruited to coach and develop a team of Business Partnership Channel Account
Managers to maintain and improve sales to 4400 customers. Team successfully
delivered $66M in annual revenue and maintained complex national networks in a
vulnerable marketplace. 

Notable Achievements:
] Member of Customer Relationship Action Committee Team increased customer
satisfaction results by 10% in 1 year. Nominated for Verizon's Leaders in
Excellence Award.
 
CUSTOMER SERVICE MANAGER, ENTERPRISE SOLUTIONS 1998 - 2000

Reported to the Director Mid-Atlantic Customer Service and led a Tier I
Enterprise Solutions workgroup with financial and operational results
responsibilities for Large Business customers. 

SUPERVISOR, RECEIVABLES MANAGEMENT 1997- 1998

Supervised residential receivables management workgroup. Recognized by Senior
Leadership team for increasing corporate customer care satisfaction ]35% in one
year.

TECHNICAL HELP DESK MANAGER 1994 - 1997

Managed 25 Technical Support specialists assigned to the OEM Help Desk. Selected
to manage operations for the largest Help Desk Client, Netscape Communications. 

CONSULTANT, RECEIVABLES MANAGEMENT 1990 - 1994

Provided customer service order processing and coordination; including complex
order requests and billing disputes; investigations and corrective actions.
Designed and led implementation of a new internal billing methodology, lowering
net-bad-debt for residential customer segment by 45%.


EDUCATION & TRAINING


MIS, Information Science. Pennsylvania State University, PA – May 2001
BA, General Studies. Villanova University, PA – May 1997

Currently pursuing Six Sigma Green Belt and Black Belt Professional Certificates
from Villanova University. Six Sigma is a quality improvement methodology
structured to reduce product and service failure rates to near perfection.

Completed numerous internal training courses including Verizon’s Leadership
Challenge for Executives, Principles of Financial Management, Leading and
Developing your Staff and Dynamics of Labor Relations.