Experience

• 

  Verizon

  Aug 1994 - now

  Appointed to lead the Business Transformation organization for Verizon's Wireline Network Operations business unit. Responsible for leading a team of industry professionals tasked with leveraging Lean Six Sigma, Scaled Agile Framework, and Project Management processes to identify and implement people, process, and system improvements required to deliver on annual hard savings objectives of $150M - $200M per year. Leads transformation initiatives across all wireline disciplines including Installation & Maintenance, Construction, Central Office, Technical Support, Engineering, and Back Office support. Show less Appointed to transform organizational culture and drive improvement across key financial, operational, customer experience, and employee experience indices. Leads an organization of over 1,000 technology professionals responsible for the service delivery, maintenance, network construction, and reliability for the Verizon Wireline network that serves over 1.2 million customer accounts across Eastern Pennsylvania and Delaware. Technical Operations & Plant Maintenance* Delivering best in class dispatch efficiency (First Dispatch Resolution) across 18 operating districts within the Verizon Wireline Business unit* Exceeding technician productivity objectives with 5% year over year improvement* Leading network transformation efforts across eastern Pennsylvania and Delaware with over 50,000 customers successfully migrated off legacy copper networks and on to fiber to the premise networks in 2017Workforce Operations & Employee Experience* Improved employee experience score by 35% in a challenging union environment* Successfully implemented seasonal hiring strategy to manage summer volumes at reduced cost* Led organization through 50 day work stoppage in 2016 and delivered best in class operational efficiencyCustomer Experience* Launched 2 hour appointment windows and delivered 95% on time performance* Reduced customer mean time to restore by 15% year over year* Delivered 96% customer satisfaction score for all technician dispatched work Show less Proven Sales leaders responsible for delivering monthly quota of over $25 million. Appointed to transform organizational culture and drive profitable revenue growth, superior customer experience results, and team based success through strong employee engagement. Led an organization of 400 sales professionals responsible for sales and customer relationship management in an inbound customer contact center environment.Revenue Growth* Earned consecutive President’s Cabinet awards as top performing Sales Executive (2014, 2015)* Led team to best in class Fios Internet and TV close rates* Reduced quarterly customer churn 15% through strong marketing partnerships and contact center execution Customer Experience*Improved First Contact Resolution by 15% year over year*Delivered top performing After Call Survey results, 88% 5 star responses*Reduce customer Hand Off rate by 20%Contact Center Efficiency* Delivered best in class contact center shrinkage* Improved attendance by 25% by leveraging leadership skills to create positive, driven, purpose-based culture across the organization* Led 3 Verizon Lean Six Sigma projects that generated $6.4M in annualized cost savings Show less Appointed to drive operational efficiency and customer experience results across key financial, operational, and customer experience indices. Led an organization of 350 technology professionals responsible for the workforce operations activities of 2,500 field technicians. Accountable for efficient service delivery to 4.5 million customers over Verizon’s Fiber and Copper Wireline networks across Maryland, Washington D.C., and Virginia.Operational Efficiency* Daily decision maker for overtime spend, workforce allocation, appointment intervals* Fully leveraged labor contract language to minimize operating expenses* Partnered and collaborated with Regional Field Operations Directors to deliver best in class operating margin and operating margin growthWorkforce Planning and Execution* Instrumental in the development of workforce models used to create annual capital and expense models for a business unit with $500M annual operating budget* Accountable for the daily coordination of installation and maintenance activities for a workforce of 2,500 technology professionals that serve over 4 million customers* Expert Witness for service quality investigations at both Maryland and Washington D.C. Public Service CommissionsCustomer Experience* Led emergency response team of 850 technicians during aftermath of Hurricane Sandy* Successfully led regional effort to graduate from Maryland Alternate Form of Regulation settlement, which eliminated $6M annual service qualify penalty exposure Show less

  • Associate Vice President - Wireline Technical Support/E911

    Jan 2024 - now

  • Sr. Director - Business Transformation

    Apr 2020 - Jan 2024

  • Director - Field Operations

    Mar 2016 - Apr 2020

  • Director - Consumer Sales and CRM

    Nov 2013 - Mar 2016

  • Director - Operations Control Centers

    May 2011 - Nov 2013

  • Additional Experience

    Aug 1994 - Apr 2011