Joyce Buck Email & Phone Number

Bellevue, Wa, Us

Seattle, Washington, United States

Seattle, Washington, United States

At Unify Consulting, our model breaks the mold with a bespoke approach to every client's unique challenge. Unify consultants dare to uncover what matters, empower breakthroughs, and deliver with purpose. We shapeshift to each client's context, bringing human-centered perspectives designed to multiply results. We've committed to a sustainable, inclusive future. Let's bring the best of us together. Let's Unify!

Seattle, Washington, United States

Greater Seattle Area

Established a program management office for Global Workforce Staffing enabling the recruitment of 800k+ associates annually. Designed & implemented workstreams in Business & Capacity Planning, Strategic Operations & Engagement, Standard Operating Procedures & Process Enablement & Portfolio Management Practices.

Bellevue, Wa

Lead business transformation, restructuring, ad continuous improvement efforts for wireless service operations - driving cost-control initiatives and implementing the controls and operational excellence practices needed to achieve EBITDA targets. Manage a 10+ employee team of process engineers and project managers, including multiple Lean Six Sigma Black Belts.

Bellevue, Wa

Reported to the VP of Marketing Portfolio Management and supplied the project management expertise needed to help Verizon successfully plan/execute an OMNI Channel Customer Experience Strategy. Led a team of 10 Senior Project Managers in the successful deployment of various launches and initiatives, collaborating effectively with cross-functional peers across multiple departments to align efforts and ensure deadline attainment.

Managed a 110-member B2B regional sales team, providing the daily direction/mentoring needed to maximize enterprise customer adoption rates and meet assigned Growth, Revenue & Customer Experience targets. Span of control included management of 7 Associate Directors, 11 Sales Managers, and 92 Sales Associates.

Bellevue, Wa

Oversaw all Business & Government Corporate Operations (BGCO) Group marketing/operations activities for the 10-state West Area—reporting to VP of West Area Customer Service and ensuring delivery of assigned KPI’s via the execution of targeted strategic planning, employee engagement, and performance improvement initiatives.

Bellevue, Wa

Assigned to achieve aggressive KPI targets and lead day-to-day call center operations management for Verizon’s West Area, encompassing a total staff of 350 + employees consistently delivering 70% service level and ranked #1 in first call resolution. Heavy focus on maintaining high levels of customer loyalty, retention, and satisfaction within the incredibly competitive wireless industry landscape—as well as on up-selling and cross-selling activities.

Bellevue, Wa

Took on special short-term assignment focused on reducing Customer Call-In Rates within the West Area, shifting the service paradigm (both internally and externally) to emphasize self-serve support methods and educate customers about alternate ways for getting assistance on phone usage, purchasing, and troubleshooting issues.

Bellevue, Wa

Took on special assignment focused on successfully transitioning 70 call center employees from a service-to-sales orientation. Utilized numerous change management and transformation techniques to accomplish goals with a minimum of disruption, sustaining an average close rate of 80% on all Campaigns (against target of 70%).

Bellevue, Wa

Led remote team of 10 area-wide employees, comprised largely of Project Managers, Business Consultants, and Business Analysts—focused on initiating the successful deployment of new processes, products, and technology systems within the company while ensuring minimal stakeholder and customer service impact.