Manage a direct team of 8 Associate Director, 5 Sups and 70 Sr. Analysts and center operations for Call Center, Messaging Solutions and Customer Success Management Group for 5,500+ employees P&L responsibilities for department of over $70 Million annuallyManage BPO/Vendor portfolio for over 10M unique customer contacts annually in both domestic and international marketsExpanded Vendor lines of business to technical support, chat, ordering, account management and operations resulting in business efficiencies of $15M in savings annually Negotiate contracts for Vendor Portfolio for all B2B lines of business resulting in 7 increased outsource functionsResponsible for long range and short term forecasting and capacity planning for all B2B customer service groups within the Service Delivery organizationCreate and drive routing strategies that included skills based groups driving a targeted customer experience increasing NPS by 15% and decreased churn by 10% YoYOptimize forecasting and scheduling processes to deliver balanced customer experience and financial performanceBuild synergies between different workgroups to create the best seamless customer experience from consumer to business and streamlining partner portfolios throughout Verizon holistically decreasing from 30 BPOs down to 10 in 12 months

Manage a direct team of 6 Managers and 22 Sr. Analysts and center operations for 3,500+ employeesResponsible for C-Level Vendor relationships supporting Business and Government customers invoicing $50 Million annuallyDeveloped processes and procedures around pricing, promotions and new device launches resulting in the ability to grow Vendor relationships and work by 200% Create and maintain a leadership development onboarding program with a 92% promotion rating over 24 months leading to a Verizon overarching development programDirector of Verizon Women’s Employee Resource Group developing community service events for STEM, resulting in over 3,000 hours of community service in 2020Project lead for department transformation streamlining operations and consolidating locations leading to savings of over $200M over 3 yearsDrove an increase in NPS by 10% and achieved highest NPS in 4 yearsNegotiate contracts for Vendor Portfolio for all B2B lines of business resulting in 7 increased outsource functionsBuilt strong culture within the Business Partner Operations team resulting in a consistent 97% satisfaction rating in Pulse Survey for 10 consecutive surveys by inclusion and team building

Manager for Go To Market team supporting business Pricing, Device, IoT, 5G and Product launches Manage high priority Go To Market projects including International growth planning, SaaS Business Solution Store and Network enhancements leading multi organizational projectDesign implementation of operational models centered on driving client satisfaction, retention and revenue growth initiatives with Apple, Google and SaaS partnersLed global cost reduction, designed and implemented Global Data Blocks for enterprise customers, savings $5M in 18 monthsCross-functionally partnered with internal and external teams to build Business Continuity Planning/Disaster Recovery planning allowing the business to work fluidly during a crisisCreated and drove the streamlined Billing Ticket process which included defining process, leading business intelligence and implementing solutions, efficiency savings $55k per yearResponsible for Business cost reduction, executed a successful project plan of managing 20 supervisors to decrease OC&Cs by $8 per call for a cost deflection of $1.5M in 12 months

Developed and launched API process for Account Management and Fulfillment Teams, training resources and implementation moved bulk transactions to the Verizon Integrated Platform portal saving $4.3 million in 12 monthsManager of National Accounts, such as Oldcastle, Facebook and Apple and assisted in B2B channel support including contract negotiations, deployments and new revenue generation Responsible for the customer lifecycle for large enterprise companies with an annual revenue of $35M per year, ensuring retention and driving new revenue into the businessManaged C-Level Quarterly Business Reviews with internal and customer executives to drive new revenue and additional cross selling opportunitiesPartnered with Engineering teams and customer on implementations of new products and devices to high value customers

Supervised customer service centers performance in After Call Surveys by performing audits to ensure consistency in coaching as well as performance. I have the ability to effectively work with Customer Service National Operations to provide trending and analysis on internal and outsource centers. Managed and prioritized workload between team members to ensure work is completed consistently and in a timely manner. Facilitated capacity of the team by creating reporting using Microsoft Excel Spreadsheets and Word to effectively communicate with the team. Exceeded targets month over month in performance, attendance, and efficiencies.

Coordinated as the QA champion for my team, I was in charge of providing recognition to the team as well as calling detractors and analyzing trends within my team.Influenced peers by one on one coaching in side by sides as well as within training to share knowledge.Facilitated as the team trainer for all curriculum that was required, also was in charge of tracking all trainings and completing follow ups with reps to ensure information was understood and present in daily tasks.Influenced peers by one on one coaching in side by sides as well as within training to share knowledge.Tracked all trainings and completing follow ups with reps to ensure information was understood and present in daily tasks. Project manager for the Efficiency, Loyalty & Relationship Manager Boot Camps which included the creation, timeline, project plan, stakeholder communication, risk management and deployment of the trainingParticipated in self motivating Rework/Repeat Caller Validation team in which I worked with rework SPOC to handle rework volume by using and being proficient Access.Created Top 5 rework issues and provided trends and recommendations to improve existing processes. CRT Backup – took escalation calls and billing responsibility changes. Subject matter expert in ACSS, Vision, NetAce and eRoes.

Analyzed internal/external Customer Service Transactional Survey including NPS data to identify and recommend areas to focus to increase customer growth, profitability and overall satisfaction.Created action plans that outline opportunities, goals, action items, and partnerships needed to successfully achieve customer loyalty, satisfaction, and growth.Project managed the world class opening initiative which included establishing trainings using power points, conducting calibrations and facilitated training to assist with representatives overall knowledge for better customer experience. Facilitated trainings, calibrations, and team meetings, within Customer Service and Data Service Center, to improve the employee’s customer service skills, product knowledge and systems use. Created reporting for past, current, and forecasted trends of NPS using Customer Service Transactional Survey, remote monitoring, and Who We Are data to provide recommendations, action plans and trainings needed to maximum customer satisfaction, loyalty, and growth.Project Manager for the Customer Service National Operations Zero detractor initiative which included creating a project plan, managing timelines, communicating with key stakeholders, and championing the no detractor project.Worked individually with representatives using interpersonal styles and methods to provide one-on-one attention, training, and coaching to improve their customer service skills. Built the Customer Experience Audit MS Access Database to allow for audits to be pulled and trending to be analyzed.Completed training for Fast Start in Project Management, Writing Advantage, Presentation Advantage, Coaching to Data Calls, FAST: Facilitating Advanced Service Training, Learning to use your behavioral style (DISC), and Business as Unusual

Responsible for Analyzing daily audits on repeat caller data and provide leadership recommendations and coaching opportunities on how to lower repeat calls. Worked with the Indirect Sales, and Retail Sales channels to help accomplish customer service and sales goals and to streamline processes. Facilitated trainings, focus groups, and team meetings to increase employee’s understanding of repeat caller while providing them the skills needed to consistently and effectively handle customer needs.Created Open Audits, CSTS, Top 10 reasons for repeat caller, and call in rate percentages, and remote monitoring data report to provide trending, recommendations and action plans to reduce call in rate.Worked on deep dives to identify reasons for repeat callers and provide recommendations to decrease call in rateProject Managed the Customer Service National Operations roll out for the Repeat Caller MS Access Database. This comprised of getting project sponsors, managing tight deadlines, managing project risk, managing multiple priorities and sub projects

Researched/ Collected call center trends to help create the Efficiency, Loyalty & Relationship Manager Boot Camp QRGs.Participated in Self motivating Rework/Repeat Caller Validation team in which I worked with rework SPOC to handle rework volume by using and being proficient Access.Created Top 5 rework issues and provided trends and recommendations to improve existing processes.

Responsible for coaching reps and working one-on-one on training issues to ensure high quality customer service.Provided advanced troubleshooting for both internal and external customers to help resolve difficult issues.

Responsible for working with Excel and Word to track daily progress, scheduling information/attendance tracking, and employee progress within the sales training. Also created PowerPoint presentations for training documentation.Facilitated Sales training to reps on the floor as well as new hires, to guarantee consistency and quality throughout the floor.

Worked as an Administrative Assistant with Microsoft Excel, Microsoft Word, and Microsoft money inputting customer’s claims into the Microsoft Access database Assisted customers with insurance claims and insurance quotes.Worked as an outside sales Consultant to drive sales and achieve quotas.