Lead and own a variety of initiatives, including large tech program implementations. Partner closely with Workforce Staffing teams and the field teams. Established priorities and success criteria, work with partners on implementation and change management plans and work with tech and data partner teams on post-launch evaluation and measurement.Responsible for executing program and project initiatives (both existing and new), while providing great internal customer support and driving consistency, support initiatives, and identifies process improvement opportunities.

Collaborated with designers, developers, and engineers to provide technical solutions for department segmentation routing strategy, artificial intelligence deployment strategy, and customer Omni experience. Utilized Six Sigma tools, Lean techniques, and Agile/Waterfall project management methodologies. Integrated Omni Channel Analytics by using Pega data for call routing solutions. Developed proactive issue resolutions, delivered exceptional support, and shared benefits of new technologies by deploying Afiniti AI solution within the Verizon Wireless routing design. Communicated with non-technical stakeholders on a regular basis to develop concepts into relatable terms. Provided knowledgeable customer-centric recommendations by reviewing IVR, Cisco, and Tableau reports. Manipulated data by using pivot tables, pivot charts, and macros. Hired best talent through diverse traditional and digital routes.• Achieved 96% success rate of right call to right department by analyzing proposed IVR and call routing solutions to address different business needs.• Introduced “call type” based routing solution to business, resulting in achieving 83% right call to right department with 96% success rate in 2018.• Developed five-year technology road map for customer IVR and call routing experience to update business processes and create budget plans.• Accomplished all customer care related KPI’s above expectations in 2018 by communicating with internal stakeholders.

Headed a dedicated team to develop, support, and maintain national customer services call routing/IVR, related technology projects within operations management department. Facilitated Rockwell, Aspect, UCCE ACD, AT&T, and Cisco-related changes in an efficient manner. Developed IVR call flow design by conducting vocabulary analysis. Performed UAT and PIV testing of the ACD and IVR. Served as a point-of-contact for cross-workgroup functionality, project management, and leadership communications. Ensured the proper functionality of all systems by updating with latest technology.• Improved speeds for customers as well as saved time and IT infrastructure maintenance cost by leading upgradation of new routing platform (IPACD) for Verizon routing to hold customer calls in cloud rather than parked at a call center.• Enhanced technical skills and business acumen of team members by conducting training and development sessions.

Liaised between IT telecom and customer service business segments by delivering expert support of the national customer service call routing strategy. Headed a cross-functional team to identify business requirements that impacted real-time business needs, while providing project consultation and risk mitigation services. Identified and resolved business challenges in relation to customer end-to-end journey through IVR and telecom systems.• Managed customer service projects focused on call delivery (routing) and facilitated completion of enterprise-wide initiatives.• Established and implemented strategic and project plans, resulting in attaining operating efficiencies between staffing and forecasting of delivered calls to each department.Additional experience as Consultant at Verizon Wireless, Bellevue, WA from 2000 to 2010.