Senior Manager 4/2022 to PresentVerizon- Work From Home Group (WFH)● Lead a Team of over 100 Frontline Representatives and Leaders regularly exceeding weekly and monthly targets by capitalizing on individual learning styles, developing Leadership in the most effective ways to drive defined service levels and deliverables while leveraging group support to create a culture of engagement and strong performance. ● Organize and facilitate Virtual Rallies, weekly training and performance updates with an audience of key stakeholders ranging from Senior Leaders to Frontline Representatives, with an emphasis on navigating team members through new network infrastructures as changes in platforms, products, services and policies are deployed.● Providing strategic insights with ongoing feedback, coaching and development in order to instruct Leadership on how to create effective action plans and constructively communicate to Frontline employees in order to drive positive performance.● Analyze trends and patterns in order to present insights and recommendations to Sr. Leadership to strategically plan ways to effectively drive positive WoW and MoM performance for a team of over 600. Effectively deliver on multiple objectives while creating a strong culture. Capitalize on this data to plan and facilitate regular Recognition Rallies for Frontline Leadership. ● Consistently among one of the Top 5 Sr. Managers Jan 2023 - June 2023 in the Verizon Consumer Organization for overall monthly performance, attaining 135% of Revenue Goals and achieved top 1% in Customer Experience and Verizon Satisfaction.

LEAD Supervisor (Customer Care, Retail/CS Governance, and Tech/CRT) 3/2015 - 4/2022Verizon – Work From Home Group (WFH)●Several opportunities to act as Project Manager for numerous initiatives and strategies including playing an instrumental role in the New Leader LIFT Program, onboarding our newest Leaders by teaching effective Team management skills, resulting in increased performance within the first 12 months which led to a hire rate of 52%. ● Project Manager for the LEAD for Retail Work At Home Initiative (2020), onboarding over 1,100 retail employees and 10+ retail leaders from positions in brick and mortar locations into roles in a virtual Customer Service environment providing best practices for working at home, guiding them through complex transitions at the height of a worldwide pandemic. ●Leveraged extensive experience in supporting and developing Leadership and strong partnerships across several business channels, including Human Resources and Operations, in order to identify gaps in skills to ensure Leadership execution of required standards in performance and behaviors utilizing coaching observations, documentation inspection and facilitation of accountability conversations.●Partnered with several stakeholders and business partners in the creation of huddles, staff meetings and successful Employee Engagement events for an entire Director Organization of over 750 employees. Facilitated meetings and events that were very engaging and interactive, which resulted in creating a culture of support and development that translated into stellar performance..● Utilized technology to analyze call trends, performance and results to provide insights to Sr. Leadership, reducing Lost Time resulting in a 47% YOY reduction in unproductive hours.