Owner of Omega Package Parcel & Freight LLC. We are an Amazon Delivery Service Partner supporting Central New Jersey.Company Pillars:Evolve and adapt:The people that work here are smart, and smart people know you can always get better. Mistakes are even ok as long as you learn something from them. We believe your time here should make you better. Do the right thing:What do you do when no one else is looking? Our team acts with integrity and honesty and focuses on putting ourselves in the shoes of others. Operate with transparency:Communicate internally and externally with unwavering candor, honesty, and respect. Continuous Service Improvement:View the business from a “Glass Half Empty” perspective to intensely focus us on how we can operate more effectively and efficiently.

Verizon Sr. Manager Global Service Management November 2017 – March 2019In this role, I oversaw all aspects of customer service planning and programs leveraging data-driven feedback and KPIs. I managed the delivery of consistently on time performance, management of Accounts Receivable, and leadership of client retention and growth programs. I drove budget administration and management for multimillion-dollar ($3M+) budgets. I led a small team of managers and direct reports (approximately 10). I collaborated with internal/external stakeholders to develop root cause analysis. I drove ongoing network hardening and diversity review, ensured Service Level Agreement (SLA) compliance, and collaborated with business partners to drive customer satisfaction.Moreover, I effectively reduced travel expenses by 30% YOY between 2015 and 2016 by identifying and implementing process improvement strategies. I successfully developed and implemented Service Improvement Plans to bolster customer service.

Sr. Service Program Manager February 2011 – November 2017In my role here, I oversaw Service Program Management as a leader of post-sales relationships between clients and Verizon. I fostered key account and customer relationships, identifying and assessing customer needs to establish comprehensive Service Plans in coordination with sales and service teams. I collaborated with cross-functional teams to and presented Quarterly Service Review to customers. I excelled as a second-level support representative regarding delayed Account Receivable issues, managed open account action items, and delivered outstanding technical support. Moreover, I eliminated millions of dollars in outstanding accounts receivable as a key strategic leader. I effectively supported multiple large-scale enterprise accounts, including Gucci, Black & Decker, MetLife, DIRECT TV, The New York Stock Exchange, and more.Managed the post-sales relationship between the customer and VerizonIdentified and addressed customer service needs and vulnerabilities (common points of failure, loss of redundancy..etc)Coordinated establishment of customer specific Service Plan with applicable Sales and Service teams. Coordinated, developed and presented Quarterly Service Review to assigned customer base. Served as 2nd level support on outstanding and delayed Account Receivable issues.Managed compliance with Verizon policies in reference to collections, credits, etc.Provided technical and/or analytical support to solve a wide range of complex issues/problems

Sr. Manager – Technical Service Management January 2010 – February 2011 I led account management and problem solving in addition to driving project management and service plan development. I effectively managed Technical Service, root cause analysis, and responses to critical issues and catastrophic network issues; I assessed and presented options to customers, ensured SLA compliance, and liaised with clients regarding ongoing problem solving. I spearheaded key problem solving of chronic service impairments with multiple customer networks.

Sr. Manager – Implementation & Technical Service Management November 2000 – January 2010 I directed and supported Sales Management to ensure high-level customer service, implementation strategies, and technical service management. I also oversaw and managed multiple cross-functional departments as a key strategist in customer service excellence and support. I led root cause analysis and problem solving for customer outages, formulated and executed action plans to fix customer issues, and established branch service structure and standards. I consistently delivered timely and accurate installation of Data, Voice, and Internet services. I also successfully reduced and identified chronic issues to ensure outstanding customer service with customer networks.

MCI / WORLDCOM Manager – Project Management Developed, maintained, and communicate relevant policies, processes and procedures that support consistent implementation of technical projectsImplemented and managed strategies and tactics to meet Company objectivesIdentified deficiencies, created a defined business case, and upon approval, implement process improvement strategies MCIManager - Field Services Managed 10 – 12 Field Services Technicians Responsible for installing and maintaining MCI CPE and Services at customer locationsCreated annual personnel performance plans and performed personnel evaluations Responsible for annual budget in excess of $3millionManager - Network Services Managed 10 – 12 Technical Engineers within the MCI Central OfficeCreated work schedules for the Installation, Multiplex and Maintenance departmentsEscalated service impairments within the MCI Network and on customer circuitsCoordinated high profile customer-based activities Maintained the overall Central Office (Power Plant, Equipment Installation, Safety)Network Technical Engineer Responsible for the installation and maintenance of customer circuits within the MCI Central Office. Provided triage support for all high severity outages  Quality Assurance Representative – Commercial Customer Service Managed inbound Billing and Service related questions and concerns for MCI’s Commercial segment.Provided updates to management on call volumes and our internal utilizations of facilities.Identified and escalated provisioning, service and billing issues to senior management and impacted teams to assure visibility and add resolutionProvided support on any service, billing or implementation issues.Compiled root cause analysis reports on impacting service issues for both the client as well as MCI organizations.