• Responsible for Intraday Management for 25 Retail Centers, 1700 employees and 8.5M calls• Ability to manage multiple projects in order to ensure success and minimize risk by utilizing team expertise, frequent communications and solid time management skills• Maximize efficiency by utilizing project management tools and processes, communication plans and defined success criteria• Maximize efficiency by utilizing project management tools and processes, communication plans and defined success criteria

• Completed Verizon Lean Six Sigma Greenbelt certification resulting in average handling time reduction• Managed multiple projects • Provided direct support to area Vice President collecting and analyzing data while providing high level operations reviews• Gathered and analyzed regional / national data to create executive level presentation, summaries, and reports • Prepared presentations used in executive level operation reviews• Interacted with executive leadership across multiple lines of business• Participated in multiple cross functional work groups with various levels of management to accomplish regional goals

• Provided coaching to consultants in regard to meeting sales and service standards, provided on-going consultant training, addressed all compliance issues, promoted employee diversity and delivered office communications• Traveled nationally responsible for facilitating workshops to improve revenue attainment and to generate excitement and energy surrounding the sales process• Responsible for interviewing and hiring external candidates for consultant position and internal candidates for management positions• Supervised a team of 15-28 sales consultants. Products include FIOS Data & TV, High-Speed Internet, DirecTV, Telephone Service and supporting features for residential consumers• Mentored newly promoted sales supervisors

• 1999 – Circle of Excellence Honoree for achieving 206.5% Sales Attainment• Products included High Speed Internet, DirecTV, Telephone Services, and Verizon Wireless products to residential customers• Conducted sales and service training for an office of 270 consultants• Acted as office mentor to improve consultants Average Handling Time while coaching to efficiency. Office results improved to #1 in the Potomac Region. Led the Average Handling Time Mentoring team to decrease expense.• Served as the office Sales Mentor providing targeted coaching to the sales process. Created and managed office wide contests using Microsoft Power Point, supported the office Sales Support Specialist by creating and managing sales reports using Microsoft Excel, and created sales job aids using Microsoft Word• Acted as Sales Supervisor while exceeding sales consultant responsibilities leading sales team to top performance• Provided Best In Class service by maintaining a performance rating of Exceed Requirements