Ovation Award 12/16/2013 Mark Call, Thomas Durkin, and Rudy Ducos - Managers CM&B
Ovation Award 10/29/2009 Manager/Director
Ambassador Award 07/11/2000 Nancy Buchanan- Manager
Leaders Club 12/31/2003 Diane Ferber Vice President Receivables Management
Circle of Excellence 2003 05/23/2003 Manager/Director
Supervisor Work Force Planning and Analysis03/2009 to CurrentVerizon West Cheser , PA
Responsible for all aspects of analyzing staffing and delivering force metric objectives for 187 employees in 7 call centers.
Monitor all force performance metrics, resource requirements and utilization via various resource management systems; IEX, Totalview and CMS.
Responsible for real time resource management across 7 call centers including real time adjustments based on business needs
Monitor intraday traffic and real time staffing to ensure service level goals are met.
Manage schedules and time off requests along with schedule and coordination of all activities including training, offline, vacation, meetings and development time.
Coordinate and facilitate all force related training in local office (Totalview, Avaya 1X, Webstation).
Analyze schedules to optimize occupancy and service level to enhance the customer experience.
Backfill for immediate supervisor in her absence, fulfilling all responsibilities.
Built strong relationships with all levels of management to aid in getting the job done.
Supervisor Credit-Collections 06/2007 to 12/2007Verizon Philadelpia , PA
Supervised team of 18 consultants to achieve or exceed the CFS-TMM objectives through coaching and development.
Performed Observations and Audits.
Evaluate performance and suggested and implemented action plans to support consultants in maintaining/improving their overall performance.
Administered Corproate Attendance Plan as needed.
Single Point of Contact for system access and system issues for the Philadelphia Center.
S[pcialist Credit-Collections 01/2005 to 06/2007Verizon West Chester , PA
Communication and Metrics
Monitored reported system issues. Evaluated validity, and reported to system SME's to ensure timely closure.
Analyzed current state of system outages and reporting.
Managed 400-500 issues monthly. Identified critical issues, escalated as needed.
Established Town Hall Forum for presenting and reviewing issues/enhancements with IT and EAR team.
Tracked and monitored currency levels.
Proposed Mechanization eliminating 27% of manual work for 2005-06.
Receivables Management Staff contact for Sarbanes-Oxley Audit
Reviewed and audited Bankruptcy accounts for accuracy and process flow.
Reviewed accounts, explained the WEST process to internal auditors.
Implemented Corrective Action Plans
Supervisor Credit-collections 01/2004 to 01/2005Verizon Wilminton , DE
Tracked and maintained absence records for the Wilmington and Hershey offices.
Supervised force and clerical staff of 6.
Tracked and analyzed absence cases to identify absence abusers and patterns.
Prepared summaries for review as needed. Interact with Absence Reporting Center, Family Medical Leave Team, Met Life and Worker's Compensation ensuring cases were current and correctly documented.
Daily contact with Team Leaders in Wilmington and Hershey to ensure proper administration of the Regional Attendance Plans.
Partnered with Team Leaders in incorporating and documenting TouchPoints Discussions.
Prepared Mid Year attendance information for Team Leads providing snapshot of their team results.
Prepared absence reports for distribution to manager, director and Senior Leaderhip on a monthly and as needed basis.
Supervisor Credit- Collections (Bankruptcy Team) 05/2001 to 01/2004Verizon Wilminton , De
Coached and developed 25 consultants through auditing.
Developed and implemented performance appraisal based on bankruptcy requirements.
Formulated productivity rates for bankruptcy work through analysis of capacity plans.
Aligned Quality Reviews to ratings on Performance Appraisal.
Transitioned from BANKO to PACER reducing cost per transaction from $1.50 per search to .07 cents.
Reduced backlog from 12 months to current with in 5 business days by refocusing priorities and cross training consultants on all aspects of bankruptcy.
Increased filings in proof of claims resulting in approximately $100,000 in recouped money through trustee payments, a 75% increase over 2002.
Worked with the vendor regarding the functionality, implementation and training of the Electronic Bankruptcy Notification to Delaware Bankruptcy office to reduce paper mail volumes, and allow for same day receipt of filings and documents.
Coordinated training for the transition of Bankruptcy work to contracted vendor, ensuring a smooth transition for internal and external customers.
Bachelor of Science: Political Science1987University of ScrantonScranton , PA, USA
Bachelor of Science1987 Political Science University of Scranton
Women's Association of Verizon Employees (WAVE) Member
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University of Scranton
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Supervisor Work Force Planning and Analysis
Supervisor Credit- Collections (Bankruptcy Team)
Bachelor of Science : Political Science 1987
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