Member of the Innovation and Ramp team supporting transformational change within the vendor channel. Gather insight on operational challenges to create consistent processes for day-to-day operations and new site launches.

Member of the platform and enablement team responsible for submitting system enhancements via Jira to improve efficiencies as well as the customer and employee experience. Partner with business owners to document current and expected system behavior and create test scripts

Responsible for helping to grow and optimize customer service digital engagement products; Live Review and Smartlinks. Identify the strategic direction, planning, and execution of digitally connected experiences powered by SmartLinks and Live Review. Use analytics to discover actionable insights and recommendations for enhancements. Collaborate with and influence stakeholders, which range from cross-functional organizations, field operations, and leaders throughout the business, to identify opportunities to enhance customer and employee experience.

Responsible for developing and implementing strategic and results-oriented solutions to propel organizational success for international partners in India, Ireland and Costa Rica. Drive strategic key performance measures including overall customer experience, value and 7-day resolution for Messaging and Voice Mobile programs. Utilize organizational, analytical, and relationship-building skills to achieve business objectives.

Responsible for validating and processing $50 million in invoices per month. Investigate and resolve any errors or inconsistencies with each partner. Monitor partner KPI results and financial impact to budget. Provide detailed financial analysis and reporting to leadership team. Track monthly expenses and compute cost per call. Identify opportunities to improve the invoice auditing process.

Responsible for supporting acquisition integration projects, analysis, and development of key Verizon Wireless initiatives for newly acquired companies. Interface with all functional team leaders and partner with Training Development to ensure adequate customer/employee experience training for acquired companies. Develop detailed project plans tailored to the specific acquisition and track tasks using strong project management skills to ensure key deliverables and timelines are met. Analyze base trends (statistical & operational) and rate plans for informational and improvement opportunities including Activation, Churn, ARPU, Loyalty initiatives and NPS.

Responsible for creating and maintaining all methods and procedures for wireline porting. Strong working relationship with all wireline carriers and functional leads within Verizon Wireless. Work with carriers and vendor to resolve complex porting issues. LNP Subject Matter Expert (SME), provide project support, operational feasibility, planning and implementation for acquisition integrations and product marketing teams. Work with the port center and product support team to identify training and process improvement opportunities and collaborate with training to create and distribute training materials. Conduct employee round tables to uncover operational challenges, implement action plans to improve the customer experience.

Directly manage 3 Supervisors and 20 Coordinators/Assistants. Responsible for the daily management of scheduling and reporting, methods and procedures, training, quality assurance and an offline support team. Partner with marketing to develop loyalty offers to achieve operational results. Manage all statistical reports both on a department level and on an individual level. Directly oversee the Inbound/Outbound Melita dialer, Aspect, Witness and desktop applications. Manage projects, activities, training, program launches, and daily scheduling to achieve organizational targets. Responsible for managing the department budget of $6.2 million.

Manage and develop a team of 13 senior specialists to ensure organizational and individual targets are met. Act as point of contact for all billing and revenue issues. Responsible for market balance training and issues and all scheduling for the customer service department

Responsible for direct negotiation and daily management of Key, Major, National and Government accounts. Worked as a liaison between Corporate accounts and all sales channels, information services, and marketing.

Provided superior customer service by answering billing inquiries, resolving escalated customer issues and investigating technical issues.