Paula Madrid Email and Phone Number

Managed daily operations of 15 direct reports for a 30+ person team. Responsible for a national 24-hour technical support center. Supported VOL (Verizon On-line) products including Domain Name Email/Services, Dedicated Internet Access and Web Office. Performed quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives. Reviewed call center statistics to measure staff performance and the need for improvement.• Created a results driven culture; led team and personally participated to significantly exceed $600/person internal Sell One More campaign objective. Resulted in >$344K increased revenue and recognition by local Director and Senior Vice President. • Revised product support guidelines, improving analyst knowledge and customer service. Consistently exceeded monthly SOP (Standard of Performance) - 8% over objective in 2007, 6% over objective in 2008.• Assumed responsibilities of downsized resource management support department in partnership with other VEP supervisor. Quickly became proficient at all scheduling and attendance systems and processes with zero impact to group performance.• Created specialty offline team responsible for improving customer escalation resolution. Resulted in all 50-100 daily tickets being addressed and resolved within 24-hour timeframe. • Managed cross-departmental team to design and implement ticket management system. Successfully used by management staff to identify needed training areas, enhance employee’s technical knowledge and recognize excellent ticket documentation and troubleshooting techniques.• Facilitated positive team culture and met service objectives during 20% staff reduction year after year.

Supervised and managed 10 Analysts in Network Creation Group. Oversaw successful deployment of DSL Network Elements, such as Alcatel ATM Subscriber Access Multiplexer (ASAMs), Fujitsu Digital Subscriber line Access Multiplexer (DSLAMs) into Verizon's backbone network of Frame Relay and ATM nationwide. Coordinated equipment preparation process with various internal groups - Project and Program Management, COEI (Central Office Equipment Installation) Facility Managers, Network Planning and Engineering and National Provisioning Center to meet DSL (Digital Subscriber line) availability projections and schedule for deployment.• Successfully installed > 5K Network Elements and put in 1.62M DSL lines.• Created effective processes/procedures and facilitated team training to ensure accurate equipment installation resulting in:o Reduced number of capacity-constrained offices due to DSL equipment issues from high of 70 down to zero in < 6 months. o Decreased incidence of failed equipment to < 1% of all newly installed systems.• Successfully met 1-year transition deadline from West Coast to East Coast Operations as a result of company consolidation efforts. Recognized by management for facilitating a smooth transition through consistently supporting the process and maintaining team motivation.

Initially hired as Administrator, quickly promoted to Senior Administrator. Supervised eight Offline Specialists as part of team to successfully deploy DSL equipment. Collaborated daily with internal Central Office Technicians, COEI, BAAIS (Broadband Assignment Activation Inventory System) developers and Facilities. Developed processes/procedures to effectively manage upgrades, customer order issues and modem sync tests. Provisioned, turned-up, maintained and accepted Broadband Network Elements and associated Frame Relay/ATM data transport systems for packet-switched DSL Networks.• Contributed to successful rollout of 5,254 network elements for Verizon’s National DSL services.• Presented with Quality Award for efforts towards obtaining > 1M DSL lines in service.• Received Group Achievement Award for participation and contribution to DSL (Digital Subscriber line) deployment.

(Writes Worker's Compensation Insurance in 45 States)Supported 7-person Return-to-Work rehabilitation team. Coordinated broad range of administrative tasks. Contributed to claims integrity by providing liaison between vendors, rehabilitation staff, and claims department.• Awarded Employee of the Month for October 1997.