High-performing Technical Support Manager with a record of elevating customer service and performance. Coached, developed, and trained a cross-functional team of 17 direct reports and 55 additional remote associates who provided technical support to Fios residential and business customers with voice, data, and video services. Created incentive programs and tailored associate plans to drive upsell sales. Selected Highlights• Secured 100% team participation for voluntary Lead to… Show more High-performing Technical Support Manager with a record of elevating customer service and performance. Coached, developed, and trained a cross-functional team of 17 direct reports and 55 additional remote associates who provided technical support to Fios residential and business customers with voice, data, and video services. Created incentive programs and tailored associate plans to drive upsell sales. Selected Highlights• Secured 100% team participation for voluntary Lead to Succeed sales incentive program due to tailored goals per agent, reaching 122% goal attainment, exceeding $1M quota.• Improved Five Star Customer Survey results by 7.70% per associate within 6 months.• Selected to be a Member of the Five Star Council, presented coaching approach and best practices to seven tech support centers. • Trained new hire managers in the High-Speed Internet technical support center. Developed processes and documentation to drive down ticket volume resulting in a 30% decrease. 
• Selected by senior management to work on all special voice related initiatives to reduce churn - collaborated with business development on new Nomorobo product launch and conducted data analysis on high call volumes and complaint resolutions providing recommendations on improved customer experience. Show less

Led Global Service Delivery initiatives after being promoted to the position within four months of employment. Managed an international service delivery team supporting global deployment of wireless communications within the Internet of Everything/M2M space.Selected Highlights• Oversaw corporate relationships, system integration, and escalation activity for 15+ wireless carriers, including Verizon, Rogers, Telefonica, Vodafone, T-Mobile, and AT&T. • Implemented processes to… Show more Led Global Service Delivery initiatives after being promoted to the position within four months of employment. Managed an international service delivery team supporting global deployment of wireless communications within the Internet of Everything/M2M space.Selected Highlights• Oversaw corporate relationships, system integration, and escalation activity for 15+ wireless carriers, including Verizon, Rogers, Telefonica, Vodafone, T-Mobile, and AT&T. • Implemented processes to streamline provisioning and maintenance issues resulting in decreased ticket volume by 50%.• Decreased customer onboarding time from 14 days to less than 5 days.• Implemented a 24/7 call center hiring new staff in the US and UK markets. Show less

Led a team of 100+ technicians in a union environment. Opened a new High-Speed Internet business operations center in Boston with an aggressive launch date of 2 weeks. Designed and implemented new business processes and methods; conducting training for all central office technicians and supervisors.• Led nationwide managers and directors from Verizon business units during the 2011 labor dispute, assuming the role of the central office technicians for troubleshooting Internet service for… Show more Led a team of 100+ technicians in a union environment. Opened a new High-Speed Internet business operations center in Boston with an aggressive launch date of 2 weeks. Designed and implemented new business processes and methods; conducting training for all central office technicians and supervisors.• Led nationwide managers and directors from Verizon business units during the 2011 labor dispute, assuming the role of the central office technicians for troubleshooting Internet service for customers.• Selected by senior management to support a special project related to Verizon's High-Speed Internet Net Promoter Scores (NPS). Analyzed survey responses and provided recommendations for improvements.• Served as a key member to the Verizon Governance Council, providing management contingency planning for the potential 2008 labor dispute, ensuring uninterrupted service.• Chosen for Verizon's Elite Diversity Leadership Institute Forum, earning recognition based on significant contributions to the business.• Received the Verizon Excellence Award, recognized by senior management for a commitment to training and developing associates. Show less