Manager Customer Service

Joe Welch

** ******** *****,

Dudley MA *****

Home: 508-***-****

E-Mail: ******.******@*******.***

Qualifications for Management - Call Center and Field Services

Profile

I am a dedicated individual with an ambition to succeed in any given

environment. I have extensive experience in the Telecommunications industry

but I have a passion to learn and gain experience in any field. I am

always up to a challenge whatever the situation. I work well in all

settings and I am equally comfortable in a team environment or working as

an individual. I am seeking a position where I can develop and excel

while giving my best to an employer.

Select Achievements

. 4 Time winner of Annual Verizon Excellence Award

. 2 time runner up of Annual Verizon Excellence Award

1

2

3 Professional History

Verizon Communications (1996 - 2009)

Area Operations Manager 2008 - 2008

. Managed 5 Supervisors and 35 Associates in a Dispatch Resource Center.

The responsibilities of the Center were to distribute the daily work to

the Field Technicians, forecast the daily incoming trouble and

installation work load and to set the thresholds of the incoming loads to

manage the completion of daily tasks to maximize and fulfill the

customer's expectations

Area Manager - Field Operations 2006 - 2008

. Managed 6 Supervisors and 75 Field Technicians in an Operations

environment. Responsibilities included managing the day to day operations

of Field Technicians in 3 garages. Identified the driver of less than

satisfactory technician performances and implemented corrective actions.

Responsibilities included on-site performance reviews of the technician's

quality during their day to day operations. Also responsible for the

maintenance and upkeep of the field garages

. Responsibilities were to staff support for the Regional Operations team.

This included identifying metrics not at objective levels, developing and

implementing methods and procedures to assist the Operations teams

achieve goals and to assist the Operations team in training of Center and

Field personnel on new procedures

Joe Welch 508-***-**** . ******.******@*******.***

Professional History continued...

Verizon Communications (1996 - Present)

Area Manager - Customer Advocacy 1996 - 2006

Managed six supervisors and sixty associates in a Customer Advocacy Group.

Responsibilities were to be the customers point of contact for any issues

dealing with recent failed installations or missed appoints. The group was

advocate for the customer to ensure customer satisfaction in any dealings

with Verizon. This included renegotiating commitments issuing service

orders and escalating and eliminating any roadblocks to satisfy the

customer. Interaction with the customer and other interdepartmental

contacts was a daily event. In addition the training and coaching of the

Center workforce was critical to operation success. In 1996 I began within

the Center as a Peer coach during the inception of the Center. Within one

year of joining the Center I promoted to a Supervisor position responsible

for Managing a group, this included coaching, training, feedback, and

development of the associates. In 1999 I was promoted to Center Manager

with the responsibilities of overseeing the Operations of the Advocacy

Center now called the VOICe Center.

New England Telephone (1988 - 1996)

Customer Service Representative 1988 - 1996

. Service Representative in the Worcester Business Office. I handled

incoming call traffic from Business Customers seeking services or

products. The position required sales consulting and service requirement

need. During this time I also worked on help desk positions interacting

with internal departments eliminating customer issues such as delays in

service.

Education

2 Nichols College

Business Management

Training

Inclusion Management

Strategic Thinking and Reporting

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