• Lead a team of up to 25 associates by providing continuous coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics. • Prepare and deliver monthly performance reviews for direct reports.• Define and measure performance and quality metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team members. • Execute flawless management of projects assigned to the unit.

• Successfully helped project manage the transition of the Irving TX call center from Verizon to Frontier.• Provide leadership and coaching to 18 FTTP online customer support agents to exceed performance and customer service goals. • Conduct team meetings and one on one coaching sessions to ensure the center objectives are communicated and exceeded.• Became a Lead to Succeed Ambassador and helped the center surpass its sales revenue objective.• Served as the Deputy Emergency… Show more • Successfully helped project manage the transition of the Irving TX call center from Verizon to Frontier.• Provide leadership and coaching to 18 FTTP online customer support agents to exceed performance and customer service goals. • Conduct team meetings and one on one coaching sessions to ensure the center objectives are communicated and exceeded.• Became a Lead to Succeed Ambassador and helped the center surpass its sales revenue objective.• Served as the Deputy Emergency Preparedness Coordinator – (DEPC) for the call center to provide disaster support during inclement weather emergencies. • Collaborated with Workforce Management and Attendance to help the center achieve its staffing level objectives.• Resolve customer complaints and escalations to promote an outstanding customer experience. • Partnered with HR to conduct investigatory and grievance meetings. Show less

• Lead a team of approximately 25 union FiOS telecommunications associates. • Increased Productivity (jobs completed by technicians) by 20% over previous year.• Provided the best customer experience possible by surpassing the Customer Care Index (CCI) objective.• Grew Revenues and Increased Market Share by exceeding the FTTP Gross Adds to Build requirement for customer adds in the Out of Franchise Area. • Project Managed Safety Events and Productivity Improvement… Show more • Lead a team of approximately 25 union FiOS telecommunications associates. • Increased Productivity (jobs completed by technicians) by 20% over previous year.• Provided the best customer experience possible by surpassing the Customer Care Index (CCI) objective.• Grew Revenues and Increased Market Share by exceeding the FTTP Gross Adds to Build requirement for customer adds in the Out of Franchise Area. • Project Managed Safety Events and Productivity Improvement Plans.• Communicate with the Customer Service Center and Dispatch Resource Center to resolve customer complaints.• Served as the Deputy Emergency Preparedness Coordinator – (DEPC) and the Safety Co-chair for the work center.• Liaison between Operations, Engineering, Construction and Logistics Departments. Show less

• Lead a team of 15 Copper and FiOS telecommunications associates.• Effectively monitored the associate’s productivity and coached to surpass productivity objectives. • Conducted field inspections and safety observations.• Collected, compiled, coordinated and presented information for Operational Review Reports.

• Installed and repaired business and consumer telecommunication equipment.• Coordinated and participated in vendor meets.

• Responsible for maintaining a 70-family co-op building and grounds, including plumbing and electrical work.• Coordinated and supervise outside contract work on building.

• Responsible for repair and maintenance of aircraft engines, transmissions, main and tail rotors, and hydraulic systems.• Completed the Army’s Primary Leadership Development Course and was judged as being capable of spontaneous judgment and decision making, meeting or exceeding the demanding duties of leadership position.