Jennifer Remigio

Experience

• 

  AT&T

  Feb 1995 - Nov 2003

  National Call Center Results Tracking Manager

  National Call Center Results Tracking Manager (3/2000 – 11/2003)Call Center Resource Center Supervisor (10/1998 – 03/2000)Call Center Operations Supervisor (05/1997 – 10/1998)Call Center Operations Analyst (08/1996 – 05/1997)Fraud Account Investigator (02/1995 – 08/1996)

• 

  Verizon

  Feb 2004 - now

  • NDA projects, SPC project implementation and short term strategy (1-2 years)• Partner with Finance to perform modeling, analysis• Channel lead for budget planning and headcount• Responsible for organizing/developing/producing Executive level presentations • Responsible for management of Vendor Operations team (including leaders and sr analyst)• Support all areas of performance reporting, vendor contracts, monthly invoicing & channel budget• Project ramp support & NDA project work• Support presentations for leadership meetings and reviews• Contact for cross-functional HQ/Area projects and meetings • Responsible for management of West Area/Center/Workgroup reporting• Project management and lead on CS initiatives/UAT System Enhancements• Manage a group of employees who support all aspects of reporting, analysis and ad-hoc request• Support presentations for leadership meetings and reviews• Contact for cross-functional HQ/Area projects and meetings • Provide executive reporting support for West Area CS VP• Support reporting and presentations for leadership meetings and reviews• Work with center consultants on KPI reporting standardization and Center Review prep• Participate in cross functional HQ/Area meetings and conference calls • Provide reporting support for Director and leadership team• Support presentations for leadership meetings and reviews• Center POC for MyInfo and Self Serve• Participate in cross functional leadership meetings and conference calls • Daily, weekly and monthly reporting & analysis for Channel Churn and Port activity• Responsible for preparation of monthly loyalty council deck & review• Participate in cross functional leadership meetings and conference calls• Communication with varies level of management and region contacts • Project Lead for team initiatives including meetings, plan and deliverable management• Responsible for Call Center reporting and analysis for National Data site• Participate in cross functional leadership meetings and conference calls• Communication with varies level of management and area call centers • Supervise staff of 5 – 6 IMT coordinators• Real time management of Service Level, including allocation of resources for online/offline work• Participate in leadership meetings and process improvement teams• Communication with varies level of management and area call centers • Supervise staff of 12-15 CSR, TSS Representatives (queue and off-line team)• Responsible for overall quality and performance of team• Coaching, development and feedback support for front line representatives• Assist with off-line processes for TSS and conference calls• Constant communication with management & West Area on technical issues/outages

  • Strategy Manager

    Oct 2020 - now

  • Sr Manager - Customer Service Operations

    Jun 2014 - Oct 2020

  • Area Mgr-Cust Svc Ops

    Sept 2011 - Jun 2014

  • Area Consultant Customer Service Operations

    Sept 2010 - Sept 2011

  • Center Consultant Customer Service Operations

    Oct 2009 - Sept 2010

  • Sales Ops Loyalty Consultant

    May 2008 - Oct 2009

  • National Data Consultant

    Sept 2006 - May 2008

  • IMT (Resource Management) Supervisor

    Sept 2005 - Sept 2006

  • Customer Service / Technical Support Supervisor

    Feb 2004 - Sept 2005