• Orchestrate the planning, delivery and administration of learning needs for 18,000 outsourced call center agents across voice, chat and social media in Verizon’s Strategic Partner Channel. Training ranges from New Hire to Continuing Education and supports 52% of all Verizon consumer customer service inbound volume traffic associates. • Oversee training/learning programs for 59 partner centers in seven countries with 31 distinct transaction / queue types and 8 million customer interactions per month. Interface with executives and training leadership with 17 strategic partners to develop and improve the overall training strategy to ensure compliance with Verizon’s mission, goals and performance metrics. • Motivate, lead and evaluate a high performing international team of Sr. Managers, Managers, Sr. Analysts and Consultants.• Coordinate ~125 monthly learning sessions using online, instructor led, face to face training, webinars, and other methodologies. • Travel 75% of the time to various call centers domestically and internationally to meet with key stakeholders, develop learning strategies, observe key training deliverables and to speak to executives in operational reviews

• Provided Tier 2 level strategic and tactical oversight, project management, learning impact analysis, budget management, and resource management for Verizon’s Telesales Learning & Development Team.• Served as primary L&D point of contact for the Telesales Senior Leadership team to address emergent and escalated issues.• Employed personal expertise in channel particulars and adult learning theory to construct training solutions for channel challenges. Partnered with Telesales stakeholders to prioritize learning requests and implement learning performance support solutions to drive key performance indicators throughout the channel.• Hired, developed and coached a high performing team of Senior Trainers dispersed across the country in diverse Telesales centers. • Proactively drove fulfillment of Verizon’s L&D objectives. Analyzed Level 1 Survey scores, conducted trainer observations, provided stakeholder feedback, managed special projects, and facilitated the professional development of the training team. • Liaised with Learning Experience Design teams to improve and update curriculums and measure their long-term impact. Telesales Channel Facts: • Directed Learning & Development initiatives for three National Telesales & Operations Teams. • Developed and rolled out creative strategies for four Directors in charge of 1300 learners who handled 9 million calls annually. • Consistently brought on ~1.2 million new customers annually, with accessory revenue averaging $20 million per annum. • Developed proprietary training to combat rising fraudulent activity in the telecom space, saving Verizon $500 million annually.

• After Verizon’s acquisition of Alltel (see below), transitioned into its corporate training program, travelling nationwide to deliver face-to-face training on wireless devices, solutions, and networking technologies with a focus on Vertical Solution Strategies.• Presented to audiences comprised of Global Enterprise Managers, Enterprise Data Solutions Manager, sales teams, data sales teams, technical support teams, etc. Consulted with content creation specialists and SMEs to develop relevant and effective training.• Interfaced with national, area, and regional stakeholders to measure effectiveness of deployed training programs.• Delivered podium training on advanced global and converged vertical solutions, products, systems, operations processes, self-serve systems and advanced sales skills to support the Wireless Business Group in fulfilling sales goals and key performance indicators. • Employed a wide range of training delivery, blended training, interactive webinars, coaching and facilitating interactive learning and consulting sessions based on real-time assessment of learner needs and KPI performance shortfalls.

• Served initial 14 years in the Telecom industry with the Alltel organization prior and through its acquisition by Verizon. • Employed the final four years as one of a team of three national corporate trainers tasked with providing a spectrum of training programs to Alltel management, supervisory and line personnel at any of 15 call center “hubs” covering 26 states.• Traveled 85% on a rotational basis to provide podium/chalkboard courses in human resourcing, team facilitation, performance coaching, core leadership values, communication styles, call center operations, sales, information technology, networking, the Achieve Global leadership and management program, and Franklin Covey’s “7 Habits of Highly Effective People”. Programs range from four hours to three days with an average monthly throughput of 250-300 students in classes averaging 20 participants.• Interfaced with executive and department management to customize and deliver goal-specific training.• Provided critical input in the development and updating of training methods and materials.• Planned and coordinated the annual corporate training regimen.

• Second in charge of a busy call center operation with 180 CSRs and 12 supervisors handling thousands of calls daily.• Coached, motivated, supervised and evaluated 15 reps, focusing efforts on optimizing production, performance and quality control.• Handled payroll review, time sheets, leave and vacation, award and disciplinary actions, pre-hire screening, and team training and skill enhancement responsibilities. Conducted recurrent staff performance reviews.• Worked cooperatively with the management team to assess performance and streamline operations. • Coordinated and/or provided on-site training to new personnel in the aftermath of Alltel’s buyout/merger with GTE, USCC, Western Wireless, Centurytel, and Midwest Wireless.• One of only 10 selectees corporate-wide chosen in 2006 to attend Alltel’s prestigious Leaders For Tomorrow program. Completed inaugural one-year training program focused on grooming candidates for Call Center Management. • Hand-picked a second time to participate in the company’s Leaders For Tomorrow program in 2008. Cross trained for the management track in a variety of disciplines outside the scope of call center operations.

Lead Technical Support Representative - Alltel (4/00-5/02) / Customer Service Representative - Alltel (9/98-4/00)• Promoted to a second tier customer service position to handle escalated issues involving accounts, complaints, billing, technical support and all factors pertaining to customer cell phone services.• Researched and resolved complex technical and administrative issues pertaining to roaming, inter-carrier exchange and relationships, cellular devices/features, outages, text messaging, and billing. Interfaced with competitor carriers.• Reported trouble calls to MTSO across all markets to achieve long-term and systemic resolutions.• Employed initial 18 months as a baseline CSR, responding to inbound calls pertaining to customer accounts, billing issues, etc.• Completed cross-training for service in the Technical Support Department.

· Integral member of another large call center operation tasked with responding to a high volume of inbound calls.- Provided general information, priciing, reservations, availability and other factors using computer work station.