Recruited to report directly to the CEO and direct strategic planning, project management, staff development, customer experience, quality assurance delivery, budget allocation, and the financial performance of the business. ◾ Implemented Code of Business Conduct COBC Guide, Standards of Performance and an Employee Recognition Program. ◾ Partnered with telecom vendor to optimize phone system and used new reporting functions to track new leads, improve conversions, and eliminate abandoned calls. ◾ Led a Dual Role Program to cross-train all staff members which boosted operational efficiencies by 36%. ◾ Audited monthly operational expenses. Made vendor and compensation changes that saved over $12K per year.

After six months in role as a Senior Supervisor, appointed Call Center Manager role directing all operations including sales, customer experience, process improvement, business continuity, and reports. Oversight of strategic planning, team development, 6 Supervisors, and 300 Associates within the Sales, and Executive Complaints Departments. Managed all aspects of the Florida area call center including hiring, training, quality assurance, sales, escalated client calls, and revenue generation. Provided individual mentoring and plans for career development. Note - Frontier acquired Verizon's Florida operations in 2016. ◾ Led the Florida call center to #1 in the nation exceeding net revenue goals three years in a row. ◾ Four-time National Trip Winner (Ranked Top .5% of the company in sales)◾ Frontier Shamrock Recipient (#1 Coach Regionally & #2 Nationally) Revenue Attainment - 2018.◾ Led Number One Online Sales Team in the Nation Q1 through Q4 2017; Q1; Q2 & Q3 2018.◾ 2017 Frontier Soar Recipient: #1 Coach in the Nation - 167% Revenue Attainment.◾ 2015 recipient of three League of Leadership Awards.

Recruited to lead, coach, and develop a team of 27 customer sales and retention associates within a department servicing over 300K customer calls per month. Used SAP HR for all employee management including onboarding, attendance, time management, payroll, commission payouts, personnel administration, development, discipline, and termination. ◾ Implemented the Save It program, a retention initiative offering clients pre-determined fee adjustments based upon select factors.◾ Churn Champion recognized for reducing churn by 21% from 2014 to 2015.◾ Contributed over $21M+ in revenue growth towards the Florida region’s $1B Profit in 2014.◾ Received the National Consumer & Mass Business Leadership Award in 2015. ◾ Earned Best in Class Retention Supervisor 2014 and 2015.◾ Selected by Area President to participate in the Women’s Leadership Summit Forum in 2014.◾ Nine-time recipient of the League of Leaders Recognition Award for revenue attainment. ◾ Multi-Quarterly National / Regional Spurt Trip Winner in 2014.

Selected by Operations Manager for a special assignment in improving customer satisfaction via process improvement initiatives. ◾ Partnered with the training team to design material for Retention Coaches to develop their associates. ◾ Collaborated with product and pricing teams to optimize retention performance.◾ Worked with Marketing on customized Win-back offers that increased renewals by 36% and Net Adds to Bill (NATB) by 22%. PRIOR VERIZON ROLES: - Quality Assurance Project Manager, 2011 to 2012- VLSS Project Management Professional, 2010 to 2011- Regional Sales Coordinator, 2008 – 2010- Work Force Management & Payroll Analyst, 2007 – 2008- Consumer Sales Consultant, 2006 – 2007