Monica Devlin Email and Phone Number
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I am a hands-on, creative leader with passion to develop and engage employees.
Verizon
View- Website:
- verizon.com
- Employees:
- 151940
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Manager - Systems EngineeringVerizon Feb 2020 - PresentBasking Ridge, New Jersey, United States
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Sr. Analyst - Business OperationsVerizon Dec 2016 - Feb 2020Robbinsville, Nj• Manage the planning and development of design and procedures for metrics reports including FCR, Close Rates, PBAs and Handoffs. • Analyze data of daily reporting and stack ranks for key metrics and strategic areas of focus of 600+ Union employees and 39 Team Leaders. • Evaluate trends, track progress and contribute to District plans which support goals including customer service, revenue growth, cancels, cost management and employee communications and development. Supports strategies and provides leadership and motivation to the center personnel in a large team environment• Owned PBAs for Q4 2017, auditing bottom 15% of the office, identifying behaviors and process knowledge gaps during observations, and coaching to those situations. Improved PBAs by 11.1% from October to December. • Develop and facilitate sales contests to help build engagement and drive performance• Coach and develop front line consultants by composing job aids and sales guides to improve performance.• Peer coach Team Leaders to hone skills, such as identifying area of opportunity, creating coaching plan, and follow-up steps.
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Sales SupervisorVerizon Jan 2015 - Dec 2016Robbinsville, Nj• Coached front line consultants by observing to identify behaviors for focused development. • Spear-headed creation of offline process during EWS to simply process for contingent workers with limited call center experience. Coordinated resolutions for escalations and managed BAU and EWS follow-ups across the footprint to ensure customer commitments were met. Built network of intracompany personnel who assisted with resolution to expedite results and provide 5 Star customer experiences. • System SME for Hamilton, responsible for reporting outages, notifying office and finding work-arounds for complex issues.
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Consumer Sales And Service ConsultantVerizon Jan 2008 - Jan 2015Robbinsville, Nj• Managed front line contacts with our customers. Analyzed customer accounts to assess the needs to the household. Engaged customers in dialogue, demonstrated accountability and reassured customer to see their problems through to complete resolution.• Strengthened peer knowledge of backend systems and Verizon processes by encouraging them to utilize all tools available. • Met and exceeded monthly sales objectives by selling the value of Verizon, saving customers and reducing repeat calls. • Worked with team lead toward redesign of Call of Fame so agents can more easily find snippets of calls that best relate to the Big Rock in which they struggle. This allowed for the best use of the limited off-line time we have for coaching and development.
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Studio ManagerPicture People Aug 2005 - Jan 2008Quakerbridge, Nj• Operated daily functions of Million Dollar studio, including but not limited to staffing, scheduling, budgets, inventory, and maintenance of the studio.• Provided excellent customer experience to clients and their families while meeting sales objectives, as well as signing customers up for company loyalty program. • Managing staff up to 25 people including coaching, training, and discipline of associates when necessary.• Established role of leadership among peers, promoted from Seasonal Photographer to Sr. Asst. Manager to Studio Manager within a two year time frame. -
Senior Assistant ManagerPicture People Mar 2003 - Aug 2005Toms River, Nj
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PhotographerPicture People Oct 2002 - Mar 2003Toms River, Nj
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New Business ConsultantFoxtons Apr 2004 - Jan 2006West Long Branch, Nj
Monica Devlin Skills
Frequently Asked Questions about Monica Devlin
What company does Monica Devlin work for?
Monica Devlin works for Verizon
What is Monica Devlin's role at the current company?
Monica Devlin's current role is Manager - Systems Engineering at Verizon.
What is Monica Devlin's email address?
Monica Devlin's email address is mo****@****zon.com
What is Monica Devlin's direct phone number?
Monica Devlin's direct phone number is (877) 235*****
What skills is Monica Devlin known for?
Monica Devlin has skills like Management, Project Management, Microsoft Office, Leadership, Business Analysis, Microsoft Excel, Telecommunications, Strategic Planning, Data Analytics.
Who are Monica Devlin's colleagues?
Monica Devlin's colleagues are Heather Duggan, Johnny C. Woodbury Sr., Brent Wilson, Sheetal Panchal, Csm®, Cspo®, Marissa Guillermo, Steve Kemp, Jessica Sanchez.
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Monica Devlin
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Monica Devlin
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