Experience

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  Mci worlcom

  Jan 1995 - Jan 2003

  Telecom technician iii

  Telecom Technician III – Monitored, tested, and repaired DS0 and DS1 circuits through remote test access. Troubleshoot switch products for external and internal customers in the DMS and DEX switchesLead Dispatcher – Coordinate field technicians to dispatch to customers sites to test equipment. Beta tested, implemented and the administrated several MCI’s applications. Trained employees and implement new procedures.

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  Verizon

  Oct 2003 - now

  Senior manager – technical support/customer service

  Senior Manager / Associate Director – Manage, coach, develop and motivate supervisors and representatives in Customer Care and Global Technical Support 20+ exempt with 200+ nonexempt employees. Partner with employees to create, implement and drive reward systems to build a strong culture of inclusion and performance excellence. Analyze statistical trends and opportunities by utilizing reporting tools while leveraging partnerships within the center and area operations team. Demonstrate the ability to strategically solve complex problems in a timely manner. Oversee management of customer service processes, advocate of change management and accountable for meeting/exceeding deliverables for the call center. Actively commit to daily floor management and engagement with all call center employees to drive morale and to address issues real-time.Manager Albuquerque Employee Store – Worked with IT, project manager and sales consultant to make store operational. Created training and helped rewrite M&Ps for employee store. Analyzed staffing needs, inventory trends, ordered equipment for monthly store openings and facilitated store openings. Customer Service Supervisor – Responsible for selecting, developing and providing day to day leadership to a team of customer service representatives. Provide coaching by encouraging two way dialog to motivate employees.Internet Response Team Supervisor – Managed offline team to meet key performance indicators. Show less