As a strategy lead at the helm of retail transformation for Verizon's direct retail stores, my role as a Business Strategy Manager is centered on revolutionizing retail operations and sales. I spearhead initiatives to optimize staff utilization, training, job roles, and activity management during downtime, all aimed at enhancing efficiency and customer experience.My strategy focuses on strategically determining the best use of time and resources across the retail fleet, by transforming the way we utilize CRM for cold calling, creating targeted sales funnels to boost device sales and customer service efficiency, and harnessing artificial intelligence. I collaborate cross-functionally with departments from sales enablement to operations, including outside consultants, providing strategic leadership in leveraging technology and innovative approaches for retail excellence.My role is not just about strategy formulation but also about driving tangible results in the ever-evolving retail landscape of Verizon, ensuring that every initiative aligns with our broader business objectives and customer satisfaction goals.Key Responsibilities:● Retail Efficiency: Develop strategies for effective use of time and resources in retail stores.● Sales Enablement: Implement AI and CRM tools to create sales funnels and improve lead generation.● Cross-functional Collaboration: Work with various departments including store leadership, retail strategy, and business strategy.● Project Leadership: Lead strategic projects to enhance sales and customer service.● Sales Improvement: Spearheaded initiatives to enhance the sales of new devices and services, leveraging innovative strategies and tools for maximizing customer engagement and closing sales more effectively.

As a Business Strategy Manager at Verizon, I operated at the forefront of strategic ideas and initiatives. With a strong focus on leveraging Artificial Intelligence (AI), including large language models, generative AI, and tools leading towards Artificial General Intelligence, I built compelling use cases to drive revenue generation, expense reduction, and enhance agility and efficiency for both Verizon and our employees. By adopting a holistic perspective and tapping into internal and external insights, I articulated a vision to drive long-term business performance and elevate the customer experience. My role involved creating innovative strategies, assessing feasibility, and effectively communicating how these ideas would positively impact both employees and customers.Key Responsibilities:● Identify and evaluate opportunities for leveraging AI and emerging tools to drive innovation, revenue generation, and expense optimization at Verizon.● Develop compelling use cases and strategies to enhance agility, efficiency, and business performance.● Conduct thorough research and analysis of internal and external insights to inform strategic decision-making and identify market trends.● Collaborate cross-functionally to align goals, drive effective implementation, and achieve optimal results.● Assess feasibility, create implementation plans, and monitor performance to drive continuous improvement.● Craft persuasive narratives to engage stakeholders and foster adoption of strategic initiatives.● Stay updated on industry trends, technologies, and competitive landscape to anticipate opportunities and challenges.● Provide guidance and thought leadership to senior leadership and cross-functional teams in business strategy.

As a Communications Manager, I have spearheaded strategic initiatives to drive change management and enhance frontline preparedness across projects. With expertise in internal communications and project communication and launch campaign strategy, I have collaborated seamlessly with stakeholders at all levels to ensure successful launches and adoption of new products, services, and systems. My track record of meeting deliverables and receiving recognition for communication transformation underscores my ability to drive corporate cultural initiatives and foster a positive work environment within Verizon.Key Responsibilities:● Strategically planning communication needs, including tactics and timelines, to facilitate change management and frontline preparedness for assigned projects.● Specializing in managing communications for Enterprise Release software updates, such as ACSS, Optix, OMNI POS 2.0, and driving effective communication of user interface changes and improved usability.● Leading communication efforts for significant billing system frontline changes, ensuring successful communication of updates to the frontline since 2019.● Utilizing project management methodologies, including Lean, Green and Black Belt, as well as Agile, and project management software like Smart Sheets.● Collaborating closely with stakeholders, including frontline leaders, agents, and project teams, to ensure successful launches and adoption of new products, services, and systems.● Receiving recognition and accolades for contributions to enterprise-wide communication transformation.● Providing support and guidance to peers, assisting in onboarding and skill development within the peer group.● Handling an outsized workload since 2019 while consistently meeting deliverables without errors.● Driving corporate cultural initiatives through various communication tactics both within and outside of Verizon.

Developed measurable data for aggregation and analysis for each center in North/ East Field for As a Quality Assurance Senior Analyst, I facilitated Partnership Meetings with Center leadership, Operations Directors, and North/East Field representatives, serving as a vital bridge between different stakeholders. I collected and analyzed data, utilizing it to create comprehensive PowerPoint presentations. These presentations were delivered to Center leadership, Operations Directors, and HQ stakeholders to provide valuable insights and drive informed decision-making. Furthermore, I conducted follow-up assessments to evaluate the effectiveness of implemented plans and measure the return on investment (ROI) for plan outcomes.Key Responsibilities: ● Managed weekly, monthly, and quarterly reports encompassing Quality impacting metrics and self-development measurements, evaluating the effectiveness of quality processes such as Leading the Promise, Coaching the Promise, Commitment Effectiveness, Coaching Effectiveness, Calibration with Quality, NEE (New Hire) Impact to ACS (After Call Surveys), ACS, and standard metric results.● Took the lead on process improvement projects and trials, utilizing project management processes. Analyzed ROI to determine the next steps for implementing new processes and ensuring operational efficiencies.● Developed, built, and delivered training to Field and Center leadership, focusing on Quality initiatives and HQ rollouts of new processes.● Established and maintained relationships with HQ, Field, and Center leadership teams through effective reporting and presenting information in PowerPoint presentations during calls. Conducted face-to-face meetings and conference calls with teams.● Acted as the Point of Contact (POC) for several East Field teams, including the East POC for the Call of Fame, the Coaches Hall of Fame, and the Leader Toolkit on the East Universal SharePoint platform.

As the Manager of Quality Assurance at the Murfreesboro call center, I provided operational support to drive exceptional customer experiences and improve overall business performance. Leading a team of consultants, I focused on key metrics and KPIs to optimize the customer experience. Through data analysis and evaluations, I identified areas for improvement and implemented strategic initiatives. Collaborating closely with center leadership, I advised on customer experience strategies and developed actionable plans. With effective coaching and guidance, I fostered a culture of excellence, resulting in heightened customer satisfaction and improved business outcomes.Key Responsibilities:● Developed performance data insights and recommended actions based on thorough coaching observations, call analysis, project outcomes, and result analysis.● Partnered closely with center leadership, providing valuable consultation on customer experience strengths, identifying gaps, exploring opportunities, and implementing strategic actions.● Served as a liaison between the center and Area and HQ initiatives, ensuring effective communication and alignment.● Executed all Quality (BTR30X) strategies, including coaching, delivering, and inspection, to maintain exceptional service quality standards.● Identified trends and coordinated process improvements to enhance operational efficiency and customer satisfaction.● Successfully drove the achievement of balanced business goals, including Customer Satisfaction, Efficiency, Loyalty, and Call-in Rate.● Developed impactful presentations, communications, and training materials to convey data-driven insights and recommendations.● Presented data, insights, recommendations, and actionable plans to stakeholders at all levels within the organization.● Significantly improved Murfreesboro's After Call Survey (ACS) scores and overall results, consistently ranking among the top 5 centers within one year.

I successfully managed critical business initiatives to enhance Area customer experience metrics. Collaborating with HQ, National, and Area teams, I played a pivotal role in implementing quality processes, training programs, and customer experience improvement strategies tied to key metrics such as JD Power, Net Promoter Score (NPS), and After Call Surveys (ACS). By developing and executing actionable plans, I gained buy-in and support from cross-functional teams and key leadership members, driving positive customer experience outcomes. Additionally, I provided expert advice and consultation on quality initiatives.Key Responsibilities:● Managed key quality initiatives utilizing effective project and process management methodologies.● Collaborated with internal and external subject matter experts to drive meaningful business change and quality improvement.● Created and delivered training programs and skill development options to enhance ACS and key metric results.● Developed, maintained, and executed actionable project plans aimed at improving overall quality.● Conducted in-depth reviews and analysis of customer satisfaction data, leveraging insights to create strategic oversight and actionable plans for quality enhancement.● Oversaw and tracked progress, proactively closing performance gaps as measured by Customer Satisfaction, First Call Resolution (FCR), Customer Issue Resolution and Retention (CIRR), and Loyalty results.

I have successfully driven key hiring initiatives to attract top-tier talent and deliver best-in-class new hire employees. Collaborating with HQ, Human Resources, and center leadership, I aligned priorities and developed strategic plans to optimize performance. As a brand ambassador, I actively engage in community outreach, participate in panels, and deliver impactful speaking engagements to represent Verizon and strengthen community connections.Key Responsibilities:● Engaging in local community outreach and recruiting, visiting community centers, local universities, and other venues to represent Verizon and build relationships.● Conducting interviews and hiring new employees, guiding them through a comprehensive 19-week program (7 weeks in training, 12 weeks on the floor) to develop their skills in handling inbound customer service and technical support calls, while prioritizing a best-in-industry customer experience.● Leading, motivating, and developing a customer care team composed of new employees to consistently deliver exceptional service.● Collaborating with stakeholders in customer service, technical support, resource management, and training to ensure effective development and training of employees through New Hire Training classroom sessions and Transition programs, facilitating swift resolution of customer issues.● Maintaining the highest quality of service by monitoring employee-customer interactions and providing coaching to the team to enhance performance.● Adhering to policies, procedures, and guidelines, while exemplifying effective communication skills, strong work ethic, and sound judgment.● Innovating the New Employee Experience (NEE) from the hiring process to community outreach initiatives, driving performance improvement and fostering positive engagement throughout.

As a high-performance leader, I have successfully led and motivated a team of Specialists, Advocates, PROs, and Coordinators to achieve excellence in After Call Surveys (ACS) and key performance indicators (KPIs), including sales, conformance, adherence, average handling time (AHT), and employee satisfaction. With a strong focus on career development, I have actively driven the personal progression of team members, resulting in their professional growth and success. I have been consistently recognized with best ACS and customer satisfaction awards across multiple call centers in Irvine, CA, and Murfreesboro, TN.Key Responsibilities:● Leading, motivating, and developing a customer care team to deliver exceptional service.● Ensuring the availability of resources and providing comprehensive training to enable swift resolution of customer issues.● Tracking and managing call volume and other KPI metrics to optimize team efficiency.● Upholding the highest service quality by monitoring employee-customer interactions and coaching the team on improving ACS, Net Promoter Score (NPS), and customer satisfaction.● Applying policies, procedures, and guidelines effectively while setting an exemplary standard for communication skills, work ethic, and judgment.

Achieved unparalleled customer satisfaction by effectively handling complex escalations and offline support related to equipment sales, ordering, and assumption of liability completions. Managed high-volume customer support while consistently meeting KPIs and maintaining exceptional personal metrics. Consistently received positive ratings in After Call Surveys for both normal contacts and escalations, demonstrating exceptional performance.Key Responsibilities:● Providing excellent, personalized customer service to escalated customers by actively listening, empathizing with their emotions and needs, asking targeted questions to understand their requirements, and offering optimal solutions.● Resolving customer issues, building trust, and fostering positive relationships between customers and Verizon.● Addressing billing inquiries, plan changes, equipment troubleshooting, and fulfilling various customer requests.● Successfully handling customer disconnection requests by emphasizing the value of Verizon and assisting customers in making informed decisions aligned with their needs.● De-escalating situations and winning over escalated customers by prioritizing resolution and nurturing trust and rapport.● Providing accurate technical and policy information to support customer service employees, offering advice to deescalate and effectively address customer concerns.

As the Interim Youth Director at Seeds Church in Rockvale, TN, my ultimate goal is to guide and inspire youth on a lifelong journey of faith and belief in God. I am dedicated to helping them understand the Bible deeply, equipping them with the skills to read and interpret it effectively and correctly. By providing guidance, resources, and engaging discussions, I strive to empower young individuals to develop a strong foundation of biblical knowledge and a personal relationship with God.Key Responsibilities:● Planned and coordinated youth services, events, and activities.● Developed and implemented youth ministry curriculum.● Mentored and provided spiritual guidance to youth.● Collaborated with church leadership and parents to meet the needs of the youth.● Recruited, trained, and supervised youth ministry volunteers.● Managed the youth ministry budget and resources.● Created youth program processes and guidelines.● Ensured a safe and welcoming environment for all youth participants.

As an independent writer, reviewer, and online social influencer, I continue to cultivate my skills and expertise. I have help prestigious various titles meaning Top Reviewer on platforms such as Amazon.com, HomeDepot.com, Yelp, and various other online portals. Additionally, I create compelling content for YouTube and other streaming sites, leveraging my influence to engage and inform a wide audience. Through my ongoing efforts, I strive to provide valuable insights and recommendations to empower consumers and entertain viewers.

As Editor in Chief, I hold a leadership role where I oversee the entire editorial process, ensuring high-quality content and maintaining the integrity of published materials. Additionally, I actively engage in other responsibilities, including conducting interviews, attending conventions, creating video news updates, writing book reviews, managing websites and social media platforms, and coordinating reviewer teams. Through my multifaceted involvement, I bring comprehensive expertise and contribute to the overall success of the publication.

As a self-employed IT and network consultant, I collaborate with small businesses and not-for-profits to develop and manage business-critical information systems, telecommunication networks, and wireless networking solutions. My expertise includes providing technical support for computers and peripherals running Windows (XP, Vista, 7, 8, 8.1, 10x) and Linux (Ubuntu) operating systems, troubleshooting software issues, and specializing in data recovery. I am also skilled in wireless network development and support, both for local WLAN and LAN environments, as well as remote networks. Additionally, I possess extensive experience in building, upgrading, and customizing PCs and physical components. I have successfully worked with virtual and remote teams to execute projects effectively.