• Oversee Vendor Governance and Vendor Performance functions for four business-critical vendors in addition to providing onboarding support for incoming vendors• Perform as a functional bridge amongst external vendors as well as internal stakeholders• Track, measure, report and evaluate vendor performance through the analysis of Key Performance Metrics, Service Level Agreements, and Service Level Objectives as defined by each vendor contract• Create and present monthly and quarterly Service Delivery decks to key stakeholders for each vendor• Collect and distribute official artifacts from each meeting iteration which outline the minutes, action items, and next steps for stakeholders and team members• Leverage continuous improvement initiatives to create additional value over and above contract requirements• Manage and organize projects by coordinating cross-functional team members, developing schedules and designating individual responsibilities to meet defined goals or deadlines

• Oversee all Service delivery functions for 6 customer accounts with annual revenues totaling $14M and over 18,046 Webex licenses• Establish and maintain effective working relationships by scheduling, conducting, and executing regular service meetings, following through on actions and issues highlighted from service meetings, and additional meetings attended by the customer to address issues, promote understanding, evaluate requirements, and conduct working sessions to achieve common goals • Identify and resolve Service delivery issues, through coordinating escalations amongst various groups within Verizon, pulling in appropriate engineering resources to address technical issues, as well as through managing the relationships between Verizon applicable third parties and all Service Providers to ensure a high level of customer satisfaction and service delivery• Conduct monthly service reviews to discuss reports, usage trending and statistics and to make existing user trend recommendations• Oversee all escalations and RCAs to ensure that they are closed out with satisfactory resolution, and deliver incident review documents• Oversee maintenance and outage notifications in a proactive manner

• Maintained regular communication with and advocate for assigned customer contacts• Lead customer discussions related to network optimization including customer diversity suggestions, and circuit capacity utilization• Created and presented weekly, monthly, and quarterly service reviews and performance reports• Identified and managed incidents classified as problems, providing recommendations for a Plan of Action to create permanent solutions• Escalated critical or catastrophic issues for assigned customers • Proactively managed customer incidents• Executed projects as assigned

• Managed a high-volume workload within a commitment-driven environment, resolving an average of 200 inquiries within any given week• Interfaced daily with both internal and external partners to locate resources that resolved customer issues and come up with best-option solutions that minimized customer frustration and maximized customer loyalty• Consistently met or exceeded performance benchmarks• Have been officially commended for outstanding conflict resolution and intense customer focus

• Performed general office tasks including filing, managing records, handling incoming calls and routing them to the appropriate person or department• Handled and organized confidential student record data • Opened and distributed incoming mail and coordinate the flow of information internally and with other departments and organizations• Worked accurately and independently with close attention to detail while handling multiple, competing priorities in an effective manner