Crystal Rossin

Experience

• 

  Verizon

  Oct 2002 - now

  - Pioneered a newly created role, developing job scope, responsibilities, and performancemeasurements.- Provided performance and operational support for 9 globally located business processcenters, leading a team of 34 managers and senior analysts.- Successfully managed partner initiatives, including center growth, tenure planning,workforce management and staffing commitments.- Advised on contracts, offering change notice recommendations, ensuring compliance,and conducting field team education.- Customized solutions to specific partnership needs, managing budgets, and deliverables.- Oversaw security, IT, and invoicing, conducting exception reviews/approvals, IT systemperformance reviews, action logs, and trend monitoring.- Provided Director Team Support, delivering operational updates, facilitating meetings,design incentives, perform deep dive analytics and creating workshops.- Show less - Planned, executed, and measured success for multiple strategic partnership pilots,enhancing the learning experience, and launching new learning systems tools.- Created requests for proposals, participated in vendor demonstrations, and introducedtechnologies such as: Zenerate AI, Real Play bot, Coursera and Skyllful.- Partnered with learning and development teams to implement content changes, pilotedtraining variations, and increased speed to job proficiency for channel growth plans.- Played a key role in redesigning channel strategy through business transformation withMcKenzie Group.- Created executive presentations including change management plans to care for multiplecultural geographies.- Recognized as a Winners Circle Honoree and received the Power of Us Award for Biasto Action for achieving training improvements that resulted in a cost-saving of $10.5million for Verizon. Show less - Completed Six Sigma Greenbelt Project, reducing order fall out rate and improving customer call back efficiency.- Utilized Agile methodologies and tools such as: Jira, Confluence, Smartsheets, and Asana. - Managed a charity telethon, collecting $55M for hurricane victims, earning multiple accolades.- Managed a customer bill design project that yielded $21 million in savings due to reduced call-in rate and a new system design that allowed employees to view what customers see on Verizon mobile bills.- Chat and billing system integration project improved handle time by 80 seconds, added verification security and simplified user experience when contacting Verizon.- Led project focusing on case management, linking point of sale, IVR and chatbots to create an enhanced customer engagement experience. Show less - 2012 – 2015, oversaw 7 domestic vendor locations with 5000+ frontline representatives, prepared partners for executive reviews, and participated in contract change negotiations.- 2015 – 2018, managed mobile customer service support in India, Romania, Ireland, Egypt, South Africa, across Latin America, and the Philippines.- Led a team of Sr. Analysts, achieving top performance in partnerships with Tech Mahindra, Continuum, Teleperformance, Infosys, Accenture and Alorica.- Supported customer contact types such as bilingual, tech, fios, mobile and pre-paid to achieve leading rating annually. Show less

  • Partnership Success Organization Associate Director

    Jul 2023 - now

  • Strategic Innovations Sr. Manager

    Mar 2022 - Jun 2023

  • Project Manager/Program Management Office - National CS Ops | Verizon | 9/4/18 – 2/28/22

    Sept 2018 - Feb 2022

  • Senior Manager

    May 2012 - Sept 2018

  • Consultant

    Oct 2002 - Apr 2012