Joyce Abrams Email & Phone Number

Teaneck, NJ, US

Livingston, New Jersey

Greater New York City Area

• Workforce develop Training and Development Responsible for facilitating Training to Frontline Associate and Management in the CSSC & with primary focus on delivering advanced sales skills/customer service.
• New Hire onboarding. Deliver initial CSSC/Retention training to new hires and existing employees as needed. Conducts new hire observations and provides coaching & feedback.
• Identifies alternate solutions/learning when delivery challenges arise (materials, content, room set-up). Evaluates the effectiveness of training conducted (observations, class feedback, follow-up, surveys).
• Leads, prepares, attends, and completes train-the-trainers / certifications as appropriate. Leads, manages, and actively participates in team/program meetings. Partners with national curriculum development teams on.

• Led a team of up to 22 representatives in all areas of revenue growth, client acquisition and retention and productivity. Delivered year of year revenue growth.
• Actively handled customer escalations from inception to end. Managed in a “You Touch It, You Own It” environment. Partnered with cross-functional work groups to ensure service delivery and client satisfaction.
• Strong problem resolution skills. Demonstrated ability to quickly assess situations and identify workable solutions. Partnered with peers and union stewards to achieve a productive and engaging work environment.
• Participated in several first and second step grievances. Representing Verizon Management, as well as preparing and maintaining grievance notes, and obtaining grievance numbers.
• Strong working knowledge of CWA Contract. Demonstrated ability to interpret guidelines and administer work rules to achieve organizational objectives. Actively administered attendance and progressive discipline.
• Successfully coached and motivated team through consistent feedback of performance and targets. Followed all corporate and contractual guidelines, as it applies to conducting observations, rating appraisal performance.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Activities and Societies: Magna Cum Laude Honors Distinction

Associate Of Arts (A.A.), Liberal Arts And Sciences/Liberal Studies