● Maintain vendor relationships while also acting as an escalation point for escalated situations● Implemented strategic changes and process improvements to improve efficiencies for moreaccurate receiving reports● Create and deliver executive-level presentations for operational reviews, highlightingsuccesses and opportunities for improvement, driving strategic decision-making andperformance enhancement.● Partner closely with Quality Assurance to train on specific processes to enhance teamcapabilities and customer service quality.

- Lead a team of frontline associates responsible for the direct support of Paycor clients; Monitor and manage the daily, quarterly and annual processes for assigned team- Actively coach direct reports on continuing performance and career issues; identify training needs and develop plans to address them- Align workflow within the team to meet clients’ needs in a timely manner- Track key Support metrics to analyze business and associate performance relative to efficiency and overall service- Execute programs/initiatives to foster client satisfaction and retention- Review internal workflow policies/procedures and recommend and implement improvements- Investigate, analyze and proactively recommend solutions for client issues escalated by front line associates- Serve as an escalation point, at times visiting clients at their locations- Maintain a working environment that is energized, motivated and contributes to the positive welfare of associates- Analyze staffing needs and participate in hiring processes- Manages expenses within the established budget- Collaborate with Client Support peers to operationalize improvements to Client Support strategy and overall performance- Participate in new service or compliance roll outs to ensure associate and client readiness- Ensure effective product support by managing client software upgrades- Coordinate and/or provide ongoing training to direct reports on processes and software/hardware- Establish, document, and maintain departmental procedures

- Manage and be accountable for professional employees and/or supervisors- Coordinate and supervise daily/weekly/monthly activities of team members- Set priorities for the team to ensure task completion and performance goals are met- Coordinate work activities with other supervisors, managers, departments, etc.- Identify and resolve operational problems using defined processes, expertise and judgment- Provide coaching, feedback and annual performance reviews as well as formal corrective action

- Ensure partners adhere to Verizon contractual agreements. Perform audits around quality, IT, and secure workplace guidelines.- Constructing and presenting executive level presentations based on audit findings and center performance.- Work directly with partner leadership to help develop their supervisors to be able to coach to Verizon standards and meet the needs of our businesses.- Attend coaching sessions with the supervisors. Monitor and observe their coaching’s and afterwards collaborate on the Deliver the Promise model and address opportunities and celebrate successes.- Audit processes of training and quality. Lead or attend calibration sessions to ensure everyone was aligned on objectives and to discuss our opportunities. Provide feedback to Verizon Manager and partner Site Director so we could collaborate around our opportunities and form action plans to address these.- Train supervisors and agents on specific processes or products. Trainings include but not limited to Deliver the Promise, Troubleshooting Guided Flow, MARS, Compass, Drive 2.0. Led “Why Verizon” training and “DTP Fundamentals” for our new hire groups.- Daily task include providing site level reporting to the partners. Reporting includes disconnects, 360s, denied OCCs, equipment discounting, etc. Also included in daily tasks are addressing disputes, daily touch bases with the supervisors and verification audits.

- Managed daily activities of a group of Care representatives. Coached each representative to specific behaviors that are negatively impacting their stats, determining the root cause and the “why” behind why the behavior continues to happen. - Explaining the impact of negative stats to the business and formulating action plans to improve them. - Took escalations from representatives and watched over our team chat assisting with additional questions. - Made sure that representatives are using resources and explaining where to find the information and the benefits of our tools.

- Intraday management for Customer Care, Data, and specialty groups throughout our call center, which require knowledge of all Resource Management policies/procedures ranging from time off, reporting, online representative goals, to service level and abandonment rate. - Responsible for auditing RM coordinators calls, EMS, and WFM request. Providing constructive feedback to them when needed. - Process emails via Work Flow Manager and Outlook, employee calls, and approving time off, which directly affected online staffing. - Requires the handling of confidential employee information, knowledge of staffing requirements, and the ability to convey information that is not widely accepted. - Tasked with scheduling and the successful completion of center wide training (instructor lead and online at times). Involved problem solving, and analysis of staffing to accommodate all trainings without sacrificing online staffing requirements. - Working one on one with call center leadership to make sure their needs are met. Attending both daily A.D. huddles and the supervisor conference call for Midwest Area RM supervisors to discuss our goals and any opportunities that have come up. - Facilitate and present classroom training’s on new or changing tools or policies (New Hire RM Presentation, Online Shift Bidding Tool, Vacation Bidding, etc...)

- In depth troubleshooting with Smartphone’s, PDAs, and Blackberries to provide a consistent customer experience. Configuring email setups for customers and testing the resolution. - Creating Remedy Tickets to get issues resolved with the NRB and following up with customers. Assist working in the Zone taking escalated calls for fellow agents. - Regularly pulled to work as a Subject Matter Expert for new hire groups and chosen to work on the Follow Up team.

- Handle inbound customer calls. - Consistently and accurately answer all customer inquiries regarding billing, equipment, and all other policies/procedures at Verizon Wireless while achieving first call resolution. - Troubleshooting with customers regarding any problems they may have with their equipment by utilizing One-Source, ACSS, E-Guide and other various resources