Delivered requirements for Epic support in Sales and Customer Service applications, User Experience, and End-to-End functionality. Supported all functional/UAT testing across multiple platforms (desktop, tablet, mobile browser, mobile app) for Enterprise Releases and Change Controls. This role was an essential part of delivery execution working closely with content leads, scrum masters and IT to groom user stories, provide feedback, execute testing and provide sign off. • Played an integral role in defining, developing and testing business requirements for multiple projects annually, impacting 15 call centers, 38,000 customer service and 21,000 retail representatives, serving 110 million customers• Achieved 100% test execution and <1% defect leakage for over 30 Agile EPICs impacting 12+ releases per year• Lead for Customer Experience team that identified, provided recommendations, and implemented system improvements • Built effective IT/Vendor partnerships to help define requirements, processes, and improve the overall end user experience• Facilitated project management and agile grooming to strategize best solutions for the business & consumer• Conducted presentations and demos, facilitated calls, and drafted executive communications to leadership and stakeholders

Supported identifying the strategic direction, planning, and executing all Technologies for all Self-Serve applications and Call Routing utilized by Customer Service including IVR & Desktop applications. Responsible for discovering enhancement opportunities, identifying issues, creating action plans and recommendations to management. • Supported monthly software release updates after going live into production• Respond to questions and provide resolutions real-time on internal crowdsourced social media • Follow-up with internal customers on issues/experience to develop action plans and drive to remediation• Content Owner/Lead for internal AI recommendation/offer tool

• Collected market and customer data through call monitoring to provide insight, trending and recommendations to impact KPI’s• Provide value added feedback to Leadership on how to improve call handling and increased knowledge of process and procedures to drive quality improvement• Provided objective and actionable feedback to leadership teams to improve the experience (I.e. trending on customer's likes/dislikes, product releases processes and behaviors)• Monitored and evaluated customer contacts to ensure quality control and productivity• Identified training needs, process change requirements and competition’s activity• Met aggressive daily, weekly and monthly productivity goals (included remote monitors and reporting)• Effectively communicate and interact with Peers and Leadership• Identify key people, process and system barriers to achieve success• Administrator for employee engagement platform/Gamification for 800 call center employees, responsible for creating and maintaining monthly goals, missions and trivia; resulting in $2.37:$1 cost benefit ratio • Partnered with Verizon Lean Six Sigma Department to analyzed different data and variances focused on improving the customer experience. The project resulted in significant cost savings benefits for the company

• Aspire/Leadership training - An intense week long leadership training program to learn about being a leader in Verizon Wireless.• New hire transition assistant - training, coaching and developing new employees for success• Troubleshoot hardware and software issues and identify network/applications issues• Provided detailed information on how to set up/configure data and voice products • Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration • Verified provisioning and diagnose device or Network issue • Used trouble ticket system for tracking to ensure first call resolution • Consistently achieved performing or leading in quality expectations in both internal and external scores• Selected to assist my peers to improve quality and maintain building on strong points by monitoring calls with my teammates and providing constructive feedback• Provide leadership skills as part of the Experience Support Team-responsible for facilitating company methods and procedure refresher classes and assisting all representatives with various supports while handling incoming calls