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Sam DeVault

Sam DeVault

Followers of Sam DeVault239 followers
location of Sam DeVaultNashville, Tennessee, United States

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  • Timeline

  • About me

    Director - Operations Support at Verizon

  • Education

    • Strayer University

      2012 - 2014
      Master of Business Administration (M.B.A.) Marketing

    • University of Tennessee-Knoxville - College of Business Administration

      2007 - 2011
      Bachelors of Science in Business Administration Major in Management/ Collaterall in Entrepreneurship

      Activities and Societies: Management Society at the University of Tennessee, The National Society of Collegiate Scholars UT Volunteer Scholarship Recipient

  • Experience

    • Verizon

      Aug 2011 - now

      CS Operations support for the National Ops team supporting all CS call centers. Main responsibilities include customer service leadership coaching strategy: developing the national coaching program, creating and updating online coaching resources and activities, and developing coaching workshop content. CS Operations support for the Region, made up of 6 Customer Service call centers. Responsibilities included data analysis of Customer Experience KPIs, creating learning and development content designed to improve leadership coaching quality, and managing projects related to leadership recognition and execution. CS Operations support for the Murfreesboro, TN customer service call center. Supported front line customer service leadership team by working with outliers one on one, facilitating Quality training, and supporting center initiatives to help improve leadership execution and customer experience. Recruited CS positions for the Franklin, TN Verizon office. Recruited at external events, created open positions, screened and interviewed applicants, recommended candidates to hiring managers. Handled high risk, high value customer including high revenue accounts, tenured customers and customer retention call types Managed a team of customer service representatives. Responsible for developing employees and overall team performance including Customer Experience, resolution and retention KPIs. Customer Service representative handling various customer call types including: billing, equipment, pricing, and troubleshooting.

      • Director - Operations Support

        Jan 2024 - now

      • Associate Director - Operations Support

        Mar 2022 - Jan 2024

      • Sr Manager - Customer Service Operations

        Jul 2020 - Mar 2022

      • Manager - Customer Service Operations

        Oct 2019 - Jul 2020

      • Sr Analyst - Customer Service Operations

        Jun 2018 - Oct 2019

      • Sr Analyst - Customer Service Operations

        Jan 2017 - Jun 2018

      • Consultant - Customer Service Operations

        Aug 2014 - Dec 2016

      • Recruiter

        Apr 2014 - Aug 2014

      • Customer Service Coordinator

        Jan 2013 - Apr 2014

      • Customer Service Supervisor

        Nov 2012 - Jan 2013

      • Customer Service Representative

        Aug 2011 - Nov 2012

  • Licenses & Certifications

    • Lean Six Sigma Green Belt

      Verizon Wireless
      Oct 2018

    • Coaching Skills for Leaders and Managers

      LinkedIn
      Jun 2019
      View certificate certificate

    • Google Gemini: Get Started with Google’s AI Assistant

      LinkedIn
      Nov 2025
      View certificate certificate

    • Becoming an Inspiring Mentor

      LinkedIn
      Dec 2024
      View certificate certificate