Experience

• 

  Verizon

  Jul 2007 - now

  • Proven successful project manager who curates and transforms internal employees’ desktop experiences with a focus on external customers, especially through Agent Augmentation. • Leads a cross-functional IT, OMNI, Strategy bot team to focus on automation intelligence, machine learning, RDA/RPA, and Google CCAI strategy to the forefront of systematic improvements. • Changing strategy from reactive to proactive by leveraging PEGA and insights of cross-platform experiences to offer a whole picture experience for both the internal rep and external customer. Show less • End-to-end project management of internal tools with project brief along with analysis of impact and need, business case, developing requirements, implementation, maintenance, and communication packages including executive summary readouts, internal communication sites and Enterprise Release newsletters. • Proven success at process improvement: guided systems (ITTT) logic and process flow through identifying call drivers, trends, impacts, and knowledge gaps with experts; increased usage of Prepaid from 18K clicks to 136K click while assisting to reduce call-in rate from 27 to 16%.• Through monthly call center visits and focus groups presentations, created communication path between frontline and HQ Operation partners to ensure the voice of employee are well vetted and properly implemented.• Promoted synergy through hosting National Customer Service Operations Interactive Customer Service Council call to provide status updates, promote tool utilization, address solutions to call drivers, and encourage communication efforts to Field Operations, Channel Support, and Center Leadership.• Successful conference organizer with 40+ attendees; developed and maintained budget, negotiated room and team-building contracts, organized event logistics including travel, meals and set up, marketed to peer teams, • Multiple cross-functional core call member which encouraged tool development and strategize project plans for solutions to deflect call in rate, lower transfers, promote self-service while creating lasting relationships with peers. Show less • Proficient knowledge of Customer Service operations and call center operations, Go To Market, and CRM processes.• Functioned as multiple project lead/project management; Created process flows, analyzed and presented data to senior management. Successfully completed and led 12 multi-month projects.• Identified top utilized articles; reduction in 25% use of allocated resources.• Collected and evaluated resource utilization data across customer-facing groups; Partnered with cross-functional teams to develop and execute focus group meetings to improve knowledge of resources and efficiency. Improved article rating by 7% MoM.• Prioritized projects to meet changing aggressive deadlines with no supervision. Show less High competency handling of non-routine technical escalations and highly complex troubleshooting. Responsible for handling technical/data help desk queries and troubleshooting. Expected to exhibit broad latitude, skill, and technical expertise and knowledge to handle complicated technical escalations and customer issues. Provide expert technical guidance and support to internal and external customers. Communicate complex technical information clearly and concisely, adjusting language and terminology to the needs of the audience. Responsible for data mining and analysis in conjunction with presentation of project plan and implementation to leadership. Show less

  • Senior Member Of Technical Staff - Tailored and Predictive Desktop Tools

    Oct 2019 - now

  • System Specialist

    May 2015 - Oct 2019

  • Tech Analyst/ Web Tech

    Sept 2013 - Apr 2015

  • Technical Support Analyst

    Oct 2010 - Sept 2014

  • Technical Support Coordinator

    May 2008 - Oct 2010

  • local number portability representative

    Jul 2007 - May 2008