Hands-on individual seeking a Consultant Position within Verizon Wireless to apply leadership & communication skills, to plan & coordinate projects for the overall benefit of the organization. Improve profits /customer experience by driving operational excellence, unleashing teams’ potential & utilizing technology as a growth driver.
Skills
Managing Cross-Functional Teams
Interpersonal Communication
Program Management
Time Management
Critical Thinking
Results Orientated
Team work
Business Trend Awareness
Collaborating
Problem-solving
Relationship development
Work History
ANALYST PROGRAM/PROJECT MANAGEMENT, 09/2017 - Current Henry Schein – Stoneham, MA,
Lead & partner with all Key Stakeholders on national deployment projects within Government & Enterprise contracts.
In house provisioning & staging of devices prior to shipping to customer or end user.
Ensure all contract deliverable's are completed by provided deadlines.
Support Consultants on status calls, maintain reports, action items, project deliverable's, virtual deployments and staging & provisioning.
In absence of Consultant conducted external customer calls, sent out call notes & corresponded with internal/external customers.
Proactively partner with BGCO (Enterprise & Government) and ensure alignment of all internal project tasks including assignment of support teams and ongoing support of contract deliverables.
Maintain detailed schedules for national deployment.
Manages multiple projects in a rapidly changing environment Recommends procedures and controls for problem prevention.
Work cooperatively in a diverse work environment.
Produced detailed and relevant reports for use in making business decisions.
Identify improvements and risk through advanced reporting and analysis of key performance metrics.
Communicate clearly and concisely with customers, both internal and external to demonstrate of Verizon Wireless Develop and manage cross-functional relationships including but not limited to Sales, Fraud, Business Finance Operations, Network, Compliance and Logistic to resolve issues and escalations- creating seamless customer experiences.
Manage customer projects including, but not limited to, implementations, migrations, training and equipment deployments utilizing solid project management methodology and tools.
Partner with Sales to identify and present sales opportunities, including devices, accessories, services and solutions.
Conduct regular customer account reviews to maximize opportunities through analysis of critical account data.
Provide exceptional account support through effective account action planning, participation in Quarterly Business Reviews ( QBRs) and effective management of controllable OCC’s.
Manage Verizon cost and revenue through focus on key measure such as churn reduction and self-service utilization Identify and execute complex action plans to drive account growth, loyalty and customer experience as measured by Customer Relationship Survey (CRS).
Collaborate with all stakeholders to drive continuous improvement.
Develop, manage, and oversee customer training programs to ensure high value service to new and existing customers.
Lead classroom instruction by preparing and performing classroom lecture, and in house training activities.
Created project/classroom schedule for all guest speakers in line with all training topics.
Excited to identify and implement changes to methods, processes, systems, to improve operations, efficiencies, effectiveness, and metrics.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Customer Service Rep, 06/2003 - 04/2006 VERIZON WIRELESS – City, STATE,
Assisted Customer Relations Team with escalated issues and responding to correspondence sent in by external customers.
Handled escalated calls in Supervisor's absence.
In absence of Supervisor conducted side-by- side evaluations; best cost and price plan audits & provided resolution for escalated calls.
Communicating with customers in their native language by telephone, email and online to provide outstanding service.
Manages and prioritizes workload and develops goals to help meet departmental daily service level agreements.
Assist in and support development of process improvements and continuous learning.
Build rapport with external customers to help with inquiries including; order taking, product information, tracking deliveries, returns, sizing and quality queries.
Discussing new products and managing multiple tasks to promptly resolve customer queries.
Makes corrections and adjustments.
Provides training to new employees and to co-workers on on-going basis.
Updating computerized systems by participating in system testing for Finance and other teams to further improve customer service and satisfaction.
Lead classroom instruction by preparing and performing classroom lecture and in-house training activities.
Answered customer telephone calls promptly to avoid on-hold wait times.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Customer Service Supervisor, 08/1998 - 04/2003 Southwest Airlines – City, STATE,
Day to Day managed 150+ employee’s, operational conflicts with flights, weather & rescheduling of Agents due to conflicts.
Responsible for 15 agents.
Conducted & presented performance appraisals quarterly and yearly reviews.
Provide feedback to employees and assist them with difficult tasks.
Assisted customer Relations in responding to correspondence sent in by external customers.
Translator for Spanish speaking passengers.
Ensure the team follows all established procedures.
Report to work on a regular and timely basis.
Work cooperatively in a diverse work environment.
Responsible for taking ownership of and professionally oversee customer escalations.
Prepared daily schedule for all Airport positions.
Staff management issues (vacation & illness).
Operational coverage during vacation & sick days.
Education
SIGMA - WHITE BELT: , Expected in 11/2015 - AVETA BUSINESS INSTITUTE - , GPA:
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