Train telecommunications systems and customer service skills.Also design, develop and deliver customer retention training to reduce churn.

Diagnose and trouble shoot web portal service orders for complex telecommunication products such as Intellipath, Centrex and ISDN for original data integrity. Perform quality analysis and solve system conflicts Act as service order subject matter expert and flow through specialist Investigated and evaluated additional products such as Sonet for web portal migration Designed and project managed IOBI implementation for corporate accounts

Successful real estate sales associate with more than 5 years experience in sales, rentals and services. Work in a diverse highly competitive marketplace. Responsibilities include direct sales, cold calling and canvassing, open houses and relocation. Direct training of new sales associates, work with customer base on arranging financing, home inspections and multiple family revenue opportunities. Sold in excess of $1,000,000. Work with established base of investors identifying positive cash flow opportunities Received top listing award.

Developed and defined enhanced requirements for sales compensation and trouble ticketing systems. Supported sales operations, system improvements and changes required for quarterly sales promotions. Defined changes to quarterly sales compensation programs. Identified major process and system gaps with the customer move process. Customers were being disconnected in error when they changed residences. Improvements reduced disconnects in error by 25%, resulting in increased revenues of $1M. Managed implementation of Remedy software system used by over 400 sales associates which reduced call handling time by 20% and provided enhanced report capabilities.Arranged for Remedy licenses and user idsCreated and delivered Remedy training material and user guidesDeveloped criteria for drop down tablesDesigned report requirements for daily, weekly and monthly Remedy reports, defining metrics of retention team activities and call center volumes.Initiated root cause analysis efforts to improve service and response time.

Key decision maker responsible for implementing a mechanized interface between a service order processing system and a system that inventories special service circuits. Responsibilities included developing training packages, technical writing, and project management. Eliminated 25% of system fallout, resulting in an improved provisioning interval, reduced manual intervention and reduced the department headcount by 10%.

Reported to Executive Director and had 2 teams of direct reports. Project managed development of the Verizon OnLine retention team, created to save and increase DSL sales.Increased customer retention by 30% and customer delivery time by 25%, Conducted team calls with over 30 personnel to address retention issues related to system problems. Process changes and improved training resulted in a 30% increase in retention which transferred into accelerated revenue growth by 14% or $1.25M. Created reduced rate offers based on focus group feedback. Save rate increased from 11% to 34 % in four months. Reduced company initiated DSL churn rate from 7.5% to 3% by creating a mentoring program for service reps which reduced disconnects in error. Designed metric reports to measure success of save offers, team progress and production. The metrics indicated a high disconnect rate due to customers not reaching the internet. Negotiated with tech support senior staff, designed a process allowing my team to dial directly into the Tier II tech support staff, who had more expertise in resolving provisioning problems. This fostered a much better line of communication between the two teams, resulted in more satisfied customers and reduced churn.

Deliver new product and service training, systems training, customer interaction training, sales and soft skills training. Facilitating training sessions on complex, advanced topics including, but not limited to; data products, negotiation skills, strategic sales planning, influence and persuasion skills

Sales Support Manager,

Managed a DSL Methods & Procedures team of direct reports, developed and documented procedures and processes currently used in the Verizon Online Sales and Service Centers. Project managed migration of over 200,000 DSL accounts to a separate subsidiary in only 9 months which enabled Verizon to enter the lucrative long distance market on schedule with over a 95% success rate. Developed a series of process flows, procedures and timelines.Scheduled training development and delivery timeScheduled development timelines to create new methods and proceduresManaged the cutover schedule for five regions nationwide. Designed and developed requirements for a Lotus Notes Referral Database which is used to send referrals between service centers. Reduce customer hold times by 30% and provided a process for referring customers who had to be transferred verification group but also needed to receive a call back to order DSL service.

Service Order System and M&P Specialist Project managed complex voice/data products, specifically ISDN and special service products such as Multi-Channel Video. Developed and implemented methods and procedures. Analyzed customer needs, participated with tariff development, authored Information System requirements for service enhancementsReduced order entry errors by 15% by implementing system edits which forced orders to reject at order entry instead of rejecting further down in the provisioning system, resulting in an annual cost savings of $200,000. Used my extensive knowledge of Regulatory, Marketing, and Sales Operations and IT requirements, for implementation, support and acceptance of new products.

Project team leader responsible for development of a WEB based order entry system. Responsibilities included interfacing with customers, designing a WEB interface for use in a Lotus Notes database, system planning, requirements and data definition.Developed over 60 GUI screens for complex service products. This resulted in a cost saving of $500,000 per year and improved processing time.

Supervised team of customer service and sales associates.Set sales objectives, Documented performance appraisals.Observed live calls to maintain quality control. Participated in numerous process re-engineering projects to improve call center processes.