Supervision of 15 member Customer care team, providing coaching, feedback and training related to performance and job knowledge.Developed performance improvement plans, goals and career progression maps with direct reports.Facilitated team meetings and continuing training on products and services.Managed all aspects personnel actions, payroll, attendance, benefits and corrective actions.

Developed and executed strategic business plans, operational goals and performance metrics that drove productivity and insured a high level of customer service and satisfaction.Implemented action plans to drive and achieve optimal results through monitoring and analyzing performance variance of Key Performance Indicators i.e., Service Levels, First Call Resolution and Customer Satisfaction Scores.Developed and maintained a healthy client/partner relationship that leveraged each partner's strengths in delivering optimal service to our mutual customers.Managed and developed management professionals, providing coaching and developmental opportunities that continuously built and expanded both individual and team capabilities. Directed workforce forecasting and planning team ensuring a strong client partner relationship to ensure that necessary staffing levels where in place to support customer demand.Lead the Customer Care leadership team in providing effective communication, training, tools and support that maximized organizational and employee effectiveness.

Facilitated launches of client contracts for call center operations including planning for agent selection, contractual changes/ SOW impacts, training and process documents.Maintained ongoing readiness and performance through conference calls and meetings with client.Hosted client site visits and meetings to evaluate daily operations and results improvement efforts.Periodically validated Client and vendor reporting for discrepancies that could affect good decision making.Worked with process team to design new methods for customer service and new service offerings for FIOS and H.S.I. product lines.Generate monthly Invoices, conducted verification, reconciliation of backup data to support invoice generation

Managed call center/vendor operations on site (Philippines) based on Statement Of Work (SOW) and contract T&C's exceeding service level agreements and budget results.Reviewed weekly performance and quality scan results from vendor to determine deltas (what was not accomplished for previous week) and established performance improvement plans Daily reviewed and analyzed service results (SVL, ASA, AHT, FCR, CSAT) and established process improvement plans.Provided weekly status report to director of Technical support highlighting sustained performance (best practices) and identification of areas for improvement with action plansReview agent, team and shift manager level quality results.Work with centers to ensure promotions and recognition are in line with Verizon objectivesMeet with center management to evaluate agent, team leader and operation team performance.Provided input and approval for necessary processes changes and customer contact Service Alerts.Conducted Focus groups with agents/team leadersPerformed Invoice review, verification, reconciliation and sign-off on backup data.Provided input to Vendor for remedial training programs.

Exceeded response time of vendor Technical support team as related to completing and closing of customer appeal cases on FIOS and H.S.I.Provided direction and support on methods and procedures to increaseproductivity and increase client and end user satisfaction.Improved productivity measures and sustained departmental metric goals while improving direct labor cost.Interfaced with and provided guidance to vendor teams responsible for resolving customer issues, based on business needs and requirements.Developed Root Cause Analysis process used to present solutions to various business unitsproviding on the spot case evaluation and analysis, for a wide range of VZ offerings and products. Reported results to National Customer Relations, Executive Customer Relations and the Verizon Executive Response Team to include various other escalation sources including regulatory and legal departments within Verizon.Maintained continuity and relationships with various support organizations ensuring the quickest resolution possible for all appeal issues.

Purchasing/ContractingProperty/Inventory ManagementAutomation ImplementationTransportation CoordinationLogistics/Fiscal Management