Responsible for the installation and acceptance testing, of all Central Office transport equipment for New York City. Managed a dynamic team of 103 technicians, 6 supervisors, and various telecom installation vendors. • Daily duties included managing/improving installation metrics, budget management and executing operational strategy• On-time completion of FIOS Program, 100 HD Channel Initiative and 4G Deployment. • Achieved Quality results of ‘A’ for 6 tri-annual periods.• Team Lead responsible for administration of associate qualification exam for New York State.

Managed the day to day operations of the New York Enterprise Center, responsible for Service Delivery and Service Assurance of Enterprise customers. I was responsible for the provisioning of T3 and above services as well as customer SPOC for repair issue reporting and status.• Attainment of center objectives through daily oversight of installation intervals, force to load requirements and budget management.• Conducted rollout of centralized Repair Call Center, which increased overall Service levels, MCO productivity and decreased MTTR intervals. • Team Lead responsible for the consolidation and move of 2 operation centers returning back to 140 West Street, previously displaced following WTC disaster • Coordinated cross functional service summit involving Network Operations, and Network Field Operations and Sales Teams

Provided support to the National Customer Service Vice President in managing/improving metrics performance, budget management, operational strategy, technical support, and presentation preparation. Primary responsibilities included Headcount/Budget and Service Results reporting while supporting a team of 11 Directors.• Monitored and published multi-center performance metrics; headcount, expense, customer ratings, service order volume, and mean-time to repair quotients. Analyzed performance data for improvement. • Served as group lead for National deployment of Verizon Central. A web based internal/external customer tool. • Coordinated relocation of Premium Customer Care Centers following 2001 World Trade Center disaster.• Managed the transition of responsibility for collections activity from customer care center to Receivables Management for greater efficiency and improved customer service.

Facilitated and coordinated project tasks with Engineering, Sales and Provisioning Centers to ensure on-time delivery and customer satisfaction. Project Managed the installation of complex services including ATM, SONET and Hi-Cap Services.• Successful completion of projects for Premium Care Accounts including Citibank, Pairgain and Bell Atlantic Information Systems• Department Lead for Y2K Frame Relay Conversion

Supported team of 144 call center associates and 6 managers in all aspects of performance management, quality service delivery, office administration, labor issues and grievance resolution. Administered associate attendance policies per corporate Absence Control Plan and contractual guidelines.• Observed and analyzed associate on-line performance to assess and address impact on customer service metrics.• Ensured daily force to load requirements, coordinated annual vacation selections and preparation of all payroll documentation• Improved attendance results through strict adherence to the 5 Step plan and follow-through to employee suspension and termination when warranted

Held various positions in the Mortgage Origination and Servicing Department • Daily review and preparation of all mortgage closing documents. • Liaison to Attorneys in reference to all closing issues• Managed Freddie Mac and Fannie Mae sales• Served as SPOC for FDIC and State audits