As a Operations Leader overseeing a team of 9 individuals, I am entrusted with project management, task assignment, and ensuring exemplary executive output. My role encompasses handling both personal and professional matters for my team, fostering a supportive environment conducive to productivity and growth. I am dedicated to aligning our efforts with company strategy, ensuring that we not only meet but exceed our organizational goals. My proactive approach enables me to swiftly pivot towards high-priority projects, ensuring agility and responsiveness in a dynamic business landscape.

- Manages, develops and tracks a team of 5 Sr Analysts for performance/productivity- Company compliance guidelines and reporting lead- Project intake/planning & distribution of work within larger team (Google tracking/Smartsheets accuracy)- Executive review/listen up for multiple teams across enterprise; view to stream line processes & reduce cost - Coaches/mentors to develop, engage and motivate in order to deliver high performance and output- Develop and implement strategies for stakeholders by planning/tracking and providing insights- Manages efficiencies, checks for accuracy and produces impactful results for both Verizon and our customers- Demonstrates a strong leadership presence and communicates clearly and effectively with all types of audiences- A natural at helping my team to solve problems and address issues in the moment- Supports and works with cross functional teams virtually: GTC, L&D, Desktop/AI, Messaging,and SPC channels through call and messaging observations. Aggregates data and buildsstories that draw actionable conclusions for stakeholders- Accountable for project deadlines and managing multiple priorities/people simultaneously- Analyzes/aggregates project data and creates reads out to stakeholders in various forms(storyboards, customer journeys, 1 page analysis)- Supports all GTM launches (iPhone, Samsung, Pricing refreshers, etc.)- Voice of customer - Provides images to understand the customers journey and identify where Verizon can make improvements to the customer experience and how we do business with our customer base NPS - Provides support for all departments (Care/Tech/Speciality): identifies detractor/promoter experiences by call monitoring, survey verbatim and reporting to tell the customer story- Lean Six Sigma Green Belt Certified - April 2022

- Manages, develops and tracks a team of 8 analysts for performance/productivity- Coaches/mentors to develop, engage and motivate in order to deliver high performance andoutput- Develop and implement strategies for stakeholders by tracking contextual data and providinginsights- Manages efficiencies, checks for accuracy and produces impactful results for both Verizonand our customers- Demonstrates a strong leadership presence and communicates clearly and effectively withall types of audiences- A natural at helping my team to solve problems and address issues in the moment- Supports and works with cross functional teams virtually: GTC, L&D, Desktop/AI, Messaging,and SPC channels through call and messaging observations. Aggregates data and buildsstories that draw actionable conclusions for stakeholders- Accountable for project deadlines and managing multiple priorities/people simultaneously- Analyzes/aggregates project data and creates reads out to stakeholders in various forms(storyboards, customer journeys, 1 page analysis)- Supports all GTM launches (iPhone, Samsung, Pricing refreshers, etc.)- Voice of customer - Provides images to understand the customers journey and identify where Verizon can make improvements to the customer experience and how we do business with our customer base NPS - Provides support for all departments (Care/Tech/Speciality): identifies detractor/promoter experiences by call monitoring, survey verbatim and reporting to tell the customer story- Lean Six Sigma Green Belt Certified - April 2022

- Responsible for team Strategy and project flow for Home and Mobile teams- Managed a large team of 27 Analysts, 5 Sr. Analysts, 1 Supervisor (Home & Mobile)- Produces Leadership skills that drive results for all aspects of the business- Drove results through strong leadership skills that drive results for all aspects of the business- Led a team by creating a supportive/motivated work environment. Manages efficiencies,checks for accuracy and produces impactful results for both Verizon and our customers- Demonstrated strong leadership skills; working towards achieving a common goal the mosteffective and efficient way. Able to inform of any changes related to project or company changes. Communication, Empathy, and managing conflicts to ensure issues are resolved and relationships are stronger- Conducted regular feedback sessions to ensure collaboration and team strategy, content and presentations being created- Provided individual coaching sessions to discuss career pathing and next steps- Committed to ensuring the team succeeds with all tasks, duties and projects- Accountable for project deadlines and managing multiple priorities simultaneously- Created Executive presentations (Retrospective, KAC, Retail WFH)- Use statistical methods to analyze data and create reports- Analyzed project data and reads out to stakeholders- Located product and digital call topics, including the ability to see potential problems or situations within and provide recommendations in an effective way- Able to effectively research and gather data, analyze, identify existing problems, creatively resolve, and communicate trends- Collaborated with Messaging, HQ Loyalty and Quality teams to develop analysis strategies and identify trends- Conducted research, workflow, business procedures and recommends change- Supported all GTM launches (iPhone, Samsung, Pricing refresh, etc.)

• Supports all Customer Service Fields, Chat and Outsource channels through call and chat observations in order to analyze and interpret findings while drawing actionable conclusions for stakeholders. • Creates Executive Leadership presentations by using statistical methods to analyze data and create reports.•Processing confidential data and information according to guidelines while meeting project deadlines and managing multiple priorities simultaneously. • Self-motivated and have worked in a virtual management environment.• Solid knowledge of many Verizon systems: Office Suite, Billing System, Speech Analytics (SA) Voice Recognition system, E-Channel- chat system, and Impact 360 (internally/SPC) quality observation system to perform call/chat observations. Verizon Wireless Employee Accounts Supervisor • Maintain a high level of accuracy and attention to details to prevent unnecessary cost impacts to the business by fulfilling orders correctly. • Ensure adherence company policies and procedures and undertake disciplinary actions if the need arises.• Organizing workflow and ensuring that employees understand their duties or delegated tasks.• Developed and maintained relationships with cross departments. • Setting goals for performance and deadlines in ways that comply with company’s plans and vision.• Monitoring employee productivity and providing constructive feedback and coaching.

• Focus on front line services, including making sure that the needs of their customers are being satisfied. • Aim to provide excellent customer service and to promote this idea throughout the organization.• Manage a team of customer service staff 50+.• Handle face-to-face enquiries from customers, including escalation and sensitive information• Adapted and revised weekly schedules to meet payroll guidelines.• Hire and train employees on register, service desk and accounting office to ensure balanced coverage throughout the store.