I manage GDNN’s Quality Management System in accordance with ISO9001:2015 and NSI 009-04, our Quality Metrics and Reporting, and our Continual Process Improvement Programs.

Drove continual process improvement (CPI) in accordance with the ISO9001:2015 Quality Management System. Certified Lead Quality Auditor for ISO9001:2015 with applied Lean Six Sigma training. Managed NASSCO-Norfolk’s Audit program; conducted internal, external (vendor) and VSRA quality process audits to ensure conformance with ISO9001:2015 QMS requirements and NAVSEA Standard Items. Managed and promoted NASSCO-Norfolk’s Process Improvement Initiatives/ Continual Process Improvement (PII/ CPI) program. Managed the QA/ KPI Metrics program; aggregated and tracked KPI metric data, and provided extensive and detailed analysis/ reporting to senior leadership. Provided administrative support for the Learning Management System (LMS - Success Factors). Seasoned presenter with highly effective written and oral communication skills.

Real Estate sales, property investments, renovated and flipped residential homes.

Product and Account Manager of Verizon’s HSI-DIRECTV bundle partnership. Launch Readiness SME between National Go to Market team and Channel Managers. • Strengthened communication and collaboration with HSI Product Management to ensure the smooth launch of new HSI/DTV Bundle offers, pricing and promotions.• Overhauled DTV training curriculum; cut offline time in half while improving agent knowledge. Stimulated productivity and sales performance with creative incentives and competitions.• Instituted new quality processes to ensure a seamless, consistent offer launch for all partners.• Enhanced new offer visibility and awareness through creation of an ‘Offer Look Ahead’ database with 90-day calendar view. Ensured training was delivered and completed by all partners prior to each new offer launch.

Drove transformative sales growth and profitability by forging new external, scalable growth distribution channels to promote sales of strategic VZ products (Voice, High Speed Internet, FiOS). Business case development, RFP development and selection, contract negotiation, budgeting, forecasting and project management to launch of a variety of new marketing partnerships and strategic sales channels. Cross-functional team lead involving Legal, Finance, IT, Branding, Product Managers, Marketing, Training and Operations staff. • Planned and launched Verizon’s very first external partner sales channel, reducing cost of acquisition and yielding high value sales with an ROI of at least 4:1.• Built the foundation of the organization which now generates more than 50% of all Verizon sales. Launched a multitude of new strategic partnerships and sales channels (aggregators, electric utilities, D2D sales, DIRECTV, Amazon, big box retail, affinity, co-branding and online affiliates).• Optimized sales channel performance by regularly conducting governance calls with partner executives to address sales KPI metric results and developing initiatives to drive continuous improvement. Drove sales growth with specialty reports, training & marketing materials, scripting & sales tactics, frequent call center visits, call quality monitoring and calibration.

Stemmed line loss by over 30%, while improving Verizon brand awareness and customer loyalty. • Coordinated, managed ‘Verizon Baseball Nights’ MLB sponsorship events.• Organized and launched numerous successful retention and loyalty marketing campaigns.

Call Quality Assurance and Vendor Manager for Bell Atlantic’s largest call center. Oversaw call center operations to ensure quality, metric performance and contract compliance. Led call center management to drive successful results for marketing campaigns.• Imparted a culture of high quality standards, superior customer service and continuous quality improvement by instituting the Call Quality Assurance program within the call center.• Increased sales conversion with scripting enhancements, sales tactics, contests & incentives.• Reduced costs and increased productivity by implementing an end-to-end collateral fulfillment process within the call center warehouse.• Instituted KPI metric and analysis reports that became standard for all marketing campaigns.

Provided program/ project management and quality assurance support for Bell Atlantic’s Broadband Service Provider Gateway and Service Activation Framework project teams. • Developed quality business procedures in accordance with the ISO 9001 Quality Management System.• Created and maintained a project plan/ schedule (MS Project). Collaborated with vendor system architects, engineers and developers to track status and progress made against key milestones and deliverables. Delivered weekly project status reports to senior leadership.• Developed and maintained a problem tracking system (Remedy software) to capture, assign and track all reported problems/ defects to resolution.

Program/ project management, system development and life-cycle management for the Defense Logistics Agency (DLA) – Procurement Contract Information Management (PCIM) Systems Center. • Developed, tracked and analyzed project networks from baseline through to completion. Established Work Breakdown Structures, network logic flows, critical path analyses. • Aided program managers with identification of critical requirements, development of project schedules and task prioritization. • Utilized 4GL/ RDBMS platform to produce tailored program management tools, including; cost/ schedule reports, Gantt charts and network logic diagrams.

Quality Assurance and program management. Research, planning, development and implementation of the ISO 9001 Quality Management System at APC. • Developed Gap Assessment Matrix and performed Gap Assessment Audit of company procedures in order to achieve ISO 9001 certification.• Provided logistics support, shipping & asset inventory management, requirements analysis, planning and scheduling, and projected material requirements for short and long-range budgets• Performed top-down breakdowns on engineering drawings to trace the impact of engineering changes from system level through all affected subsystems.

Supported senior engineers in the development of the AN/BSY-2 Submarine Combat System. Developed and tracked program schedules to support Navy program office. Contributed to the development of Navy training presentations.

Assisted senior engineers in support of the AN/SQQ-89 Anti-Submarine Warfare Towed-Array Sonar System. Maintained a technical library of engineering drawings, test procedures, DIDs, MIL standards and other technical documents required to meet Navy requirements. Tracked status of production testing schedules. Traveled to production site (GE Aerospace in Syracuse, NY) to participate in Joint Test Working Group meetings and witness equipment testing.