Senior Analyst
CurrentVerizon Wireless Sr Analyst – Customer Service Ops – Value and RetentionJanuary 2019 - Present Managed key business initiatives to positively impact performance results.Create tactical presentations on revenue growth, retention and digital engagement.Developed creative and measurable solutions to drive productivity and accountability month over month.Verizon Wireless Sr. Analyst – Customer Service Ops – Rewards and RecognitionJune 2018 – January 2019Created and developed internal culture initiatives, engagement strategies, and recognition programs for customer-facing representatives and their management teams. Collected and analyzed data to ensure programs and initiatives are relevant, effective, and well-received by conducting quarterly focus groups. Created and delivered presentations to all levels of the business.Verizon Wireless Lead Supervisor - Customer Service and Tech SupportOctober 2016 – June 2018Responsible for day to day leadership duties, development and engagement of employees to ensure the attainment of operational goals, while providing a positive culture.Analyzed performance trends across center, field, and enterprise to present finding and ideas to various levels of leadership to drive change. Created and facilitated various training that enhance business knowledge while providing coaching and development throughout the call center to address outlier behaviors and coaching structure. Verizon Wireless Supervisor Customer Service February 2009– September 2016Supervised, coached and developed a team of 12 front line employees daily by using tact, courtesy and accountability to achieve business objectives.Measured performance trends and gaps throughout the team and identified outlier employees and created an action plan to improve performance. Provided effective two-way feedback to motivate a high performance and productive team by best practice sharing, encouragement, training, motivation and persuasion.
