Successfully manage a remote national team of (11) Order Support Specialists, creating and submitting Tower and Fiber orders based on customer configuration – Big 4 carriers, Vertical Market, and 3rd party Vendor customers.Effectively collaborate with all levels of Sales, Program & Project Managers, Regional Managers, & Directors with regards to order submittal, RFDS technology, configuration questions as well as project and backlog statuses.Determine and set proper expectations to be communicated to customer regarding order entry timelines.Manage order pricing for national and local customers via MLA, SLA, and/or market rate pricingAttend customer site visits and virtual meetings as SME for questions relating to order entry, RFDS configurations, & transmit frequency questions.Continuously evaluate and roll out, more efficient processes and procedures with regards to submission of RFDS, customer rules of engagement, assignment of work and customer approvals

Successfully manage a team of (8) small cell analysts/administrators with daily operationsEffectively collaborate with Project Managers, RF Engineers and National Account Managers with regards to setting up network configurations for monitoring all DAS elements in the NMS and fiber hitsCreated and Implemented new RFAF process flow and automated form to be used by RF engineers and Implementation team when submitting new circuit and network/node informationProject Manage implementation of new CBYD software systemPerform monthly quality assurance audits on each employee as related to CBYD tickets and/or SCN NOC Admin functionsEffectively manage stakeholders by creating solid partnerships

Project manage Enterprise/Corporate level RM related projects, including call routing enhancements, Auto dialer campaigns, call center technology IPACD rollouts, online shift Bidding, block scheduling, vacation bidding, overtime system enhancements, FML/STD coding, attendance policies, EMS/WFM enhancements, IVR, IEX and Aceyus upgradesSuccessfully manage a team of (4) remote Resource Management Supervisors with teams of (30) analysts across Verizon Wireless customer service enterpriseManage online shift bidding/vacation bidding for MW Customer service (2250 agents and 250 supervisors)Proactively establish open communication channels with Area Executive Leaders and Call Center Leadership

Successfully managed a team of analysts, responsible for call center metrics - Intraday Service Level, Forecasting, Staffing, AHT, OCC, and Shrink.