Over 15 years of call center leadership hiring, inspiring, and developing high performing teams that enable Fortune 500 companies to capitalize on large-scale initiatives. Strategic and operational expertise in customer success, leading complex transformation initiatives, and driving growth and profitability of the business. A true passion for enterprise service excellence.Core Competencies:Leadership • Contact Center Operations • Customer-Focused • Contract Review & Negotiations Proposals • Implementation • Account Management • On-Boarding • Relationship ManagementRecruiting • Cross-functional Partnership • Telecommunications • Change Management • Process Improvement Fulfillment • Operational Strategy • Client Services • Technical Acumen • Call Center ManagementEmployee Engagement • Leadership Development • KPI’s • On-boarding • Customer SupportBusiness Intelligence • Performance Management • Program Management • Project ManagementStrategic Initiatives • Transformation • Process Design • Presentations • Active Listener • Strategic Data-Driven • Proactive • Critical Thinker • Problem Solver • Strong Communicator • Troubleshooting Personable • Organized • Detail-Oriented • Thoughtful • Accountable • Influencer • Visionary • Risk-TakerRelationship Builder • Passionate • Proactive • Accountable • ResilientEmotional Intelligence • Genuine • Authentic • Collaborator
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Senior Manager, National OperationsVerizon Sep 2015 - Mar 2019Hanover, Maryland, United StatesCreated a new national team from ideation to implementation; designed a sustainable and scalable support model to centralize all contract life cycle activities and on-board enterprise and government customers to dedicated support; enterprise account portfolio revenue >$500M.Standardized the contract implementation process including the introduction of a new project plan template which improved the customer experience: decreased average turnaround from 90 days to 45 days; reduced credits for billing errors by $1M in the first year. -
Supervisor, Account ManagementVerizon Aug 2006 - Aug 2015Hanover, Maryland, United StatesDirected account management operations including activations, billing, fulfillment, deployment, and contract implementation for large-scale Fortune 500 customers.Coached team to proactively engage in activities to improve and/or maintain the account health of their deck which led to an increase in Net Promoter Score (NPS) to 90% from 65%.
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Interim Associate Director, Phone TeamVerizon Jan 2012 - Sep 2012Hanover, Maryland, United StatesDirected customer service operations for inbound call-takers with direct management of 10 supervisors and 200+ business support coordinators.Increased overall team performance success ratio from 0% to 90% through strategic coaching and development; ranked #1 in key performance indicators (KPI's) for two consecutive quarters.
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Supervisor, Phone SupportVerizon Apr 2005 - Aug 2006Hanover, Maryland, United StatesLed a team of 15 inbound call-takers in support of large and small/medium enterprise accounts.Consistently exceeded key performance indicators through strategic coaching and motivation of direct reports.Introduced new hire transition program which reduced average production ramp up to 45 days from 90 days.
Jennifer Braham Education Details
Frequently Asked Questions about Jennifer Braham
What is Jennifer Braham's role at the current company?
Jennifer Braham's current role is Leadership | Account Management | Contact Center Operations.
What schools did Jennifer Braham attend?
Jennifer Braham attended University Of The District Of Columbia.
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Jennifer Braham, M.S.
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