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Strategically hired, trained, and managed team of 11 direct reports comprised of technical and soft skilled Service Managers for Medium Business, Enterprise and Government/Education clients. Transitioned additional headcount from varying roles into support of the same. Delivered client governance and Day 2 operation support to ensure contractual compliance, risk mitigation, and overall customer satisfaction. Provided proactive and results-oriented continual service improvement methodologies to enhance the service experience. Contributions / Key AccomplishmentsOperations: Created and implemented client support model for centralized and field-based service management teams within newly created Verizon Business Markets (VBM) segment. Oversaw the inbound/outbound transition of client accounts with $1-5 million in annual revenue with creation of VBM. Creation and presentation of Monthly Business Reviews for executive team. Revenue: Created and implemented direct sales program to further integrate centralized and field service management teams into revenue generation. Proactively oversaw implementation and service assurance processes to minimize company exposure to revenue loss and provided read backs to service and sales executive teams. Managed the reduction of A/R position to minimize overall financial risk to Verizon and individual sales branches.Customer Satisfaction/Retention: Led team to meet and exceeded bi-annual CSAT/Retention goals for centralized service management client base. Supported closed-loop feedback for detractors and provided SIP support to field service management teams to help achieve departmental goal.Projects: Conceptualized and created client On-Boarding program to acclimate new logo clients to Verizon. Designed to ensure contractual compliance, maintain oversight of product implementation, on-line adoption, and customer eduction.

Hybrid role with creation of Client Advocacy team and continuance of Inside Service Management role. Maintained direct responsibility for accounts with $1-5 million in annual revenue and advocacy and escalation support for state/federal agency complaints. Inside Service Management role saw 2nd level responsibility for 700+ accounts with annual revenue exceeding $700 million. Proactively monitored service center KPIs in both roles. Contributions / Key AccomplishmentsOperations: Led start-up of Client Advocacy role. Assisted in creation of R&Rs, KPIs, headcount modeling, and engagement forecasting. Led role-out of Client Advocacy for West region and national Small Business teams. Served as executive POC for both and managed read backs to sales partners and created/provided dedicated training and support to sales partners. Managed annual and on-going client account transitions to/from Inside Service Management base. Creation and presentation of Monthly Business Reviews for executive team.Revenue: Departmental lead in revenue generation through initiation of actionable sales leads in years 2014 - 2015. Customer Satisfaction/Retention: Zero client loss for dedicated accounts in all years. Provided program support to dedicated accounts and center operations for bi-annual CSAT/Retention campaigns to include SIP and CLIPs. Provided executive sponsorship to clients seeking resolution to complex business challenges.Projects: Partnered to establish service model for Client Advocacy and centralized service management teams. Managed executive reporting and briefing for on-line adoption for eCommerce initiative. Liaised with sales management and service partners to provide training support, revenue reporting, gather feedback, and address concerns. Co-created closed-loop feedback program to address on closed-loop feedback to improve customer experience and service center operations. Supported initiatives to increase on-line adoption and survey participation rates.

Hired and ramped group from bottom up under field and center management with employee base of 13-22 Inside Service Managers. Organized enrollment process working directly with Field Service and Sales Managers. Established relationships with field sales teams by conducting program reviews with senior service and sales management. Participated in executive meeting for ramp of new mid-market base, including Pooled Mid-Market/Gov Ed and Inside Service management Programs.Contributions / Key AccomplishmentsOperations: Provided executive Day1+ reporting and read backs to help define and refine program support. Established headcount to client ratios to ensure proper client support and managed intra-team transition of accounts during quarterly reviews. Established back-off escalation channels for both proactive and reactive management of implementation, assurance, and revenue issues. Integrated and trained partner channel management team into established Verizon service models. Provided monthly read backs and quarterly Q&A sessions.Customer Satisfaction/Retention: Created survey/feedback program for both internal and external clients and actionable responses. Supported call center operations team in support of executive level complaints.Projects: Creation and delivery of initial and on-going training for Inside Service Management role.