1. DONALD GILLESPIE
Manager, Area Field Operations
Ontario, California | (760) 600-0812
Focusingon continuous improvement, Donald leads his team by
learning from them while also teaching them. He continually updates
and improves his businessand leadership skillsand then shares his
experiences with his team through coachingconversations.He learns
from his co-workers how to improve the operation together. Donald
also assimilates whathe has learned from his nineyears as a
technician and relates itto his team today. As a tech, he focused on
takingcare of the littlethings for customers and now teaches his staff
to do the same so they will stand outin their customer service.
Donald’s business savvy is demonstrated as he manages the day-to-
day operations at the Ontario,California,DIRECTVHome Services
Field Operations sitewith 90 employees. He uses his analytical skills
to search through data and find trends and patterns that help him
quickly identify areas for improvement. He is also adeptat ensuring
the operation performs well financially.
“Getting the job done right the first time is always
the most productive way to go.”
Donald has successfully directed two sites in Southern California for
DIRECTV. He strives to achieveexceptional results,but not at the
expense of the employees. When he began managingthe Thousand
Palms site,his goal was to turn around the operation’s financial
performance while improvingquality and customer service. Eighteen
months later, he attained his financial goalsand also increased
employee productivity,developinghis team with the skills hehad
acquired from his many diverse roles atDIRECTV. This group won the
Site of the Year award in 2012 for the Southern California region’s
small sitedivision.
The followingyear Donald implemented CODE and CIMS for his
employees, which added another level of quality for technicians.Their
Net Promoter Scores dramatically improved duringthattimeframe,
increasing from76 to 86. He then transferred to the Ontario site as
Area Field Operations Manager and was awarded Site of the Year in
2013 for the larger sitedivision,continuingin his predecessor’s
success and persistingin leading by learning.
CAREER HIGHLIGHTS
 Achieved the long-standinggoal of
maintaininga Net Promoter Score over 90 at
the Ontario Field Operations site,year over
year
 Improved the Employee Engagement Score
at the Thousand Palms field sitefrom a 76
when he started in 2012 to an 86 in 2013
 Uses his expertiseas a former Designated
Systems Trainer to aid in the training of 100-
plus candidates atthe field sites,assisting in
the classroomto develop his team
CAREER GROWTH
Manager, Area Field Operations,Ontario,
California,DIRECTV
Manager, Area Field Operations,Thousand
Palms,California,DIRECTV
Service Manager, Ontario,California, DIRECTV
Designated Systems Trainer, Riverside, California,
DIRECTV
Field Supervisor,Riverside,California,DIRECTV
Field Technician,Riverside,California, DIRECTV
Owner/Operator, Inland Satellite
EDUCATION & CERTIFICATIONS
SBCA Train the Trainer certification
WildBluecertification
Coachingand Leadership Essentials;Speed of
Trust; Leading Change with Resilience; CODE;
CIMS, DIRECTV