Richard J. Worthington

Technology professional in the field of predictive analytics, conversational UI, leveraging ML models, artificial intelligence, business process management (PEGA), and systems engineering.

Experience

Sr. Manager – Systems Engineering – Ashburn, VA – August 2015 – Present

Accomplishments & Responsibilities

  • Platform strategy for A.N.N (Artificial Neural Network) and S.O.I. (System of Insights).
  • Lead a team of highly skilled specialists to develop insights from raw data and drive cross channel engagements aimed at driving revenue, reducing calls, reducing churn, reducing time in voice portal, and greatly improving customer experiences.
  • Received “leading” rating every year for work on this platform.
  • Evolved the platform to enable growth from a 72M in annualized benefit to nearly 210M a year in annualized benefit. On track to deliver 1.3 billion in incremental value over the next five years.

Sr. Analyst – Business Operations – Dallas, TX – September 2013 – August 2015

Accomplishments & Responsibilities

  • Work with a team of specialists to provide requirements, testing, SME support, and quality assurance for all projects related to CTVP/COVP (tech and order voice portal) & FSC Tech Portal.
  • Work with a cross-functional team to provide cross-channel self-serve solutions.
  • Worked with team to pilot voice biometric authentication on the FSC Tech Portal.

Received Spotlight Award from director, Tom Collard, for work on the voice biometrics pilot.

Fiber Network Technician – Dallas, TX – Oct. 2006 – Dec. 2007 & Oct. 2011 – Aug. 2013

Accomplishments & Responsibilities

  • Special project / SME duties including call tracker design and user acceptance testing, FDV SME support, CoA integration testing, and iCAD Wizard process flow development and testing.
  • NSG Queue Manager (Special Duty within NT function) managing the NT offline maintenance team in the processing of NSG queues and escalations. Developed, presented, and implemented a cross-functional process between MCG and NSG resulting in a greatly reduced number of missed commitments and promoted effective teaming of the groups.
  • Taking calls from CSA’s and Field Technicians to provide network and central office switching technical support, including ONT/OLT support, as well as assistance with customer provided equipment setup, installation, and troubleshooting.

Received Verizon Excellence Award for outstanding NT support from Patti Barry.

Jeopardy Desk Specialist – Dallas, TX – December 2007 – October 2011

Accomplishments & Responsibilities

Tasked with designing and developing reports to support operational metrics, provide detailed root cause analysis, and support a cross-functional team by designing a ticketing system for tracking and analyzing issues handled by the jeopardy desk; as well as, training the Jeopardy Team on how to utilize systems.

  • Designed, developed, and automate 26 of the daily reports for tracking high level metrics such at GATB and Compliance by utilizing complex formulas and VBA Scripting in excel.
  • Designed a ticketing system in CCG for use by all Jeopardy Desk agents for capturing and analyzing issues referred to the Jeopardy Desk as well as training all agents in how to utilize this system properly.
  • Designed and developed hundreds of reports used to identify and address trending issues.
  • Designed, developed, and automated GATB / NATB Status report that goes out to the three regions (TX, FL, CA) every two hours to track daily progress in meeting GATB / NATB objectives.
  • Designed and developed reports page in CCG that lists and archives all available reports.
  • Assisted the management team with graphs and metrics used in their Operational Readiness Reviews.
  • Developed new procedures and created training documents for use by FNFTs, CSSC, NTs, and DRC.

Received Ovation Award from Manager in which she said:

“Richard Worthington has led the way in transforming the Jeopardy Desk through reporting and the evolution of the CCG system. He is incredibly innovative and supports the Texas, Florida, and California regions through various key reports in driving performance. Other regions have adopted many of Rick’s reports as they too have found how instrumental his reports can be to the business. In addition, Rick has helped to capture the ever changing needs of the Jeopardy Desk via the writing of requirements for the CCG system and ensuring the system is designed to best support the teams. There isn’t enough space or enough words to describe the stellar performance and innovation Rick Worthington has displayed.”

– Sandy Dupar (Manager Texas Jeopardy Desk)

Fiber Customer Support Analyst – Dallas, TX – November 2004 – October 2006

Accomplishments & Responsibilities

  • As an FSC agent, my duties included taking front line calls in a call center, providing customer service and technical support for voice, data, and video customers; as well as, resolving order related issues.

Technical Skills

  • 10+ years of systems engineering and business process improvement.
  • Proven ability to analyze end-to-end systems, lean them out, democratize data for maximum utility, and convert the analysis into a detailed plan to re-engineer the systems for significant value add and scalability.
  • 14 years FIOS / CORE / HSI operations experience supporting Windows 2000, 2003, XP, Vista, Win 7.
  • Desktop and PC support experience including, configuring and troubleshooting: Remote network access, TCP/IP networks, LAN, wireless configurations, as well as office automation software.
  • 5 years designing and delivering FiOS product and processes training classes and extracting data from the following systems: CMPS, POPI, VZAI, Workbench, DTI, CPE Manager, Ivapp and vRepair
  • Proficient and experienced in MS Office applications (MS Word, Excel, Powerpoint, and Access).
  • Knowledge of many Verizon systems, applications and environments including: iCAD, iVapp, vRepair, Storc, SSP, CSR Tools, DTI, BAAIS, Panorama, AXSVision, AMS Alcatel, CoA, Outlook,  AWAS, Sabit Reporting System, CCG reporting database, WBN, OBIP, VZOT, Spider, POPI.

Leadership Skills

  • Strong communication, interpersonal, customer service, and leadership skills.
  • Proven process and project management, planning, and organizational skills and experience.
  • Ability to effectively multi-task and manage multiple high priority projects.
  • Proven ability to work independently and as part of a larger team.
  • Ability to mentor, coach, and effectively present material to employees.
  • Self-motivated decision maker with strong analytical and problem solving ability.
  • Ability to motivate others and build cross-functional relationships.
  • Solid oral, written, and documentation skills.

Education

  • Newman Smith High School – Carrollton, TX – 1996-2000
  • North Central Texas College – Corinth, TX – 2012-2017
    • (4.0 GPA, Member of the Phi Theta Kappa Honor Society)