Passionate about driving operational excellence and leveraging cutting-edge technology, I am a seasoned Director, Product Owner leading a dynamic Scrum team. My primary focus is on identifying and eliminating pain points caused by operational inefficiencies, with a keen eye on enhancing self-service capabilities and automation.In my role, I orchestrate cross-functional collaboration to streamline processes, optimize workflows, and enhance overall productivity. With a strategic mindset, I guide my team in developing innovative solutions that not only meet but exceed user expectations. My mission is to create a seamless and user-friendly technology landscape that empowers both internal teams and external clients.We innovate, automate, and elevate together! 🚀💼 #ProductOwner #Leadership #Innovation #AgileMindset

Proudly spearheaded a high-impact role as Director of Advanced Technical Service, I've had the privilege of leading a dynamic organization of over 400 talented individuals. In just three years, our collective efforts reshaped the landscape of technical excellence across 6 centers spanning 5 geographically dispersed locations.Our journey was marked by a relentless commitment to operational efficiency and technical prowess. Through strategic initiatives, we streamlined operations, fostering a culture of strong mentorship and cross-training. This deliberate focus on skill enhancement has not only elevated individual capabilities but has also harmonized our collective technical acumen while opening the door for unprecedented promotion capacity within the team. We broke barriers and set new benchmarks together through the pursuit of excellence, where innovation met mentorship and operational transformation redefined standards! 💼🌍 #Leadership #TechnicalExcellence #OperationalTransformation #Mentorship #Innovation

As a dedicated Director of Technical Support Operations, I was at the forefront of driving excellence in customer service and technical support. Leading a dynamic cross-functional team, my mission was to elevate technical acumen and optimize system logic to streamline processes and procedures.In this role, I leveraged a strategic approach to empower my team in delivering unparalleled support experiences. From enhancing system logic to implementing innovative solutions, we constantly strived to exceed customer expectations. Our focus extended beyond issue resolution – we aim to provide seamless, efficient, and proactive support that aligns with the ever-evolving needs of our clients.Together, as a team we set new standards for customer satisfaction and technical proficiency! 🔍💡 #TechnicalSupport #OperationsLeadership #CustomerExperience #Innovation

In the fast-paced realm of data networks at Frontier, I served as a dedicated Manager, leading a dynamic team of Tier 2 IP/Data Specialists. Navigating a demanding environment, my focus remained with maintaining a real-time understanding of Frontier's Data network, ensuring its optimal performance.In this role, I exceled at prioritizing dynamic workloads, synchronizing with the ever-evolving state of the network. Collaborating seamlessly across sister organizations such as Tier 1 NOC, Advanced Technical Support, Commercial Customer Support Center, Field Operations, Engineering, and Architecture, I drove partnership growth and coordination for a cohesive network ecosystem.My commitment extended to streamlining staff management, from schedules to training, enabling our team to efficiently handle account inquiries from internal customers and provide stellar support to end-users. 💻🔧 #NetworkOperations #DataSpecialists #Collaboration #InnovationLeader #CustomerSupport

As a Network Operations Supervisor for Advanced Technical Services, I proudly served as a Leader & Coach of the Fiber Network Technician (FNT) team. In the dynamic realm of fiber-provided voice, data, and video services, my role encompassed steering a team that excelled in Tier 2 triage trouble reports, fault isolation, and dispatching technicians as needed.I thrived on engaging with both internal and external customers, ensuring efficient resolution and closure of trouble reports. A key focus was placed on evaluating and resolving provisioning fallout, contributing to the seamless delivery of fiber-based services. In addition, my team honed the expertise of fault isolation, distinguishing between network and end-user customer premise equipment issues. Our efforts, including outage confirmation, reporting, and timeline management, were aligned with FCC and PUC guidelines to provide an optimal customer experience.In this role, leadership meets innovation, and customer satisfaction is paramount! 💡🔧 #NetworkOperations #FiberNetworkTechnician #CustomerExperience #Leadership #Telecommunications

🔧 Leader & Coach, FNT Team | Orchestrating Excellence in Fiber Network Services 🌐Proudly leading the Fiber Network Technician (FNT) team, I fostered a culture of expertise and excellence in managing Tier 2 triage trouble reports, fault isolation, and dispatching technicians as needed. Our mission revolved around seamlessly resolving and closing trouble reports for fiber and HSI (DSL) based voice, data, and video services.In this dynamic role, my team was dedicated to the meticulous evaluation and resolution of provisioning fallout, ensuring the optimal delivery of fiber-based services. We excel in isolating network versus end-user customer premise equipment issues, providing outage confirmation, detailed reporting, and timeline management/escalation. Our commitment extended to delivering an unparalleled customer experience, all while adhering to FCC and PUC established guidelines.💻🚀 #FNTTeam #FiberNetworkTechnician #LeadershipExcellence #CustomerExperience #Telecommunications

📞 Online Customer Service Supervisor | Driving Technology Innovation for Enhanced Customer Experiences 🌐As the Supervisor of an online customer service team handling requests across FiOS, Copper, and HSI networks hosted with Verizon Communications network, I am fueled by a passion to push the limits of technology innovation. I lead a team committed to exploring cutting-edge solutions that elevate the customer experience in the dynamic landscape of telecommunications.In my role, I continuously seek opportunities to integrate emerging technologies, ensuring our support services not only meet but exceed customer expectations. This transformative journey is where we blended innovation and customer-centricity to redefine the possibilities in online customer service within the telecommunications sector! 🚀🔍 #CustomerService #TechnologyInnovation #Telecommunications #CustomerExperience #InnovationLeader #VerizonCommunications

Served as a Tier II POC (Point of Contact) for the Fiber Customer Support Analyst group. Includes escalation, fault isolation and general assistance to frontline support teams interacting with end users. Served as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services. Provide activation support for Fiber Optic services, analyzing and isolating trouble conditions and work towards resolving the trouble issues. Assist in networking topologies for customers in the business sector. Sorting troubles into User, Voice Network, Data Network, Video Network and Outside Plant categories and provide trouble resolution and closeout.

Developed, implemented and delivered strategic training programs designed to improve overall retention rates for small to medium business customer initial and follow-up sales communications. Worked closely with local business sales and service call centers to identify knowledge gaps in product functionality as it relates to the individual needs of a given business. Observed to identify opportunities for improvement in sales retention rates and worked to close gaps in negative customer experience that resulted in long-term customer retention and improved satisfaction for business customers.

Served as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services. Provide activation support for Fiber Optic services, analyzing and isolating trouble conditions and work towards resolving the trouble issues. Assist in networking topologies for customers in the business sector. Sorting troubles into User, Voice Network, Data Network, Video Network and Outside Plant categories and provide trouble resolution and closeout.

Served as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services. Provide activation support for Fiber Optic services, analyzing and isolating trouble conditions and work towards resolving the trouble issues. Assist in networking topologies for customers in the business and residential services. Sorting troubles into User, Voice Network, Data Network, Video Network and Outside Plant categories and provide trouble resolution and closeout.

Fiber Business Sales Representative in outside sales to Fiber Provided businesses in California, Texas, Florida, Indiana and Oregon. Qouta driven position to meet the current rollout of the New Fiber Optic network for Verizon Communications going to both business and residential neighborhoods.

Online and phone based outside sales associate of aftermarket private labeled inkjet and laser printer cartridges. www.carrotink.com