Manager Project

Dannie Robinson

Atlanta, GA ~ 404-***-****~ ******.********@***************.***

SUMMARY OF PROFESSIONAL EXPERIENCE

EXPERIENCE:

Verizon Wireless

Project Lead - Leadership Development Program

**/*015-Present

Oversee the process of hiring 12 Leadership Support Coordinators.

Develop and coach new leaders to achieve center results.

Cross-functional partnership with various departments to ensure totality in operation/implementation processes.

Discuss developmental approach to ensure increase performance metric and quality to our customers.

Provide week over week and monthly score card review with Sr. Manager and Director on progress.

Conduct gap analysis to develop people skills through various billing systems (ECPD/EWI, MyBiz, VEC, MTAS, Remedy, etc).

Verizon Wireless

Aqua Project Manager

12/2013-06/2014

Led the realignment initiative and employee transitioning of several call center closings, including the Loyalty Retention Center and the Wallingford, CT BGCO.

Collaborated with Training Department to revamp training methodologies and implement new processes that enabled us to be successful with training deliverables.

Maintained accurate data collection for our New Hire scorecard to improve in our VLSS process.

Completed system access for 180 employees to ensure accessibility and ease of deployment into their new role, (VEC, Mybiz, WFM, EWI/ECPD, etc).

Trained and hired 18 Transition Assistants, who oversaw and facilitated meetings during transition debrief.

Worked closely with Operations department for layout and logistical footprint of new teams.

Maintained overall center’s performance with us doubling in size, and in some areas, improved performance by over 200 basis points.

Verizon Wireless

Alpharetta, GA

Supervisor-BGCO

01/2010-Present

Manage a rotating staff of over 50 people throughout a calendar year.

Prepare and analyze reports on performance growth/gap that are reviewed with Director and/or Associate Director in Operations Review.

Align team with BGCO 2016 priorities to meet and exceed metrics on Growing Customers, Lead in Profitability, Increase Revenue, and Empower and Drive Digital First.

Effective coaching techniques that are focused on changing behaviors and driving results.

10+ years of Leadership experience

Project Management experience

Certified behavioral analyst-DISC

TQM knowledge and principles

Certified BGCO/WBG Trainer

In-depth knowledge of Verizon’s billing systems

Strategist in obtaining sales goals

Collaborative planner to achieve goals

Led quality improvement initiatives in identifying and developing solutions for departmental and cross-functional processes to ensure improvement in NPS objectives.

Strategic alignment with Resource Management, focusing on call center operation of adherence, shrinkage, conformance and call in rate.

Implement, plan and execute structured projects for the BGCO to drive initiatives around revenue growth for smartphones, data devices and accessories.

Monthly leader led trainings to stay abreast of changes that positively grow our business and customer base.

Apply flexibility in an ever-changing environment; motivating, inspiring, and understanding people using DISC profiling to drive goals.

Create employee work (plan 30-90days), targeting current Performance Agreement, and setting realistic, accountable expectations to meet those goals.

Complete on-going attrition analysis to maintain staffing and budgeting requirements. Verizon Wireless

Alpharetta, GA

Consultant/Sr. Trainer

01/2005-01/2010

Facilitated and guided participants through various training subjects required by BGCO Leadership Team.

Developed, trained and conducted new employee orientation to foster positive attitude toward company goals.

Trained and coached towards building learning concept, focusing on Awareness, Knowledge, and Skills to build a solid Mastery of products and services that are required for job performance

(AKSM)

Provided coaching and feedback in an effective PCS manner (Praise, Concerns, and Suggestions) in order to get better results and drive positive moral.

Partnered and prepared Training documents with Curriculum Developers to impact adult behaviors, focusing on direct growth of Key Performance Indicators and improve overall customer satisfaction.

Certified GIFTED Trainer (Guide Instructor Facilitator and Team Coach) and certified as Behavioral Analyst, focusing on various adult DISC styles.

Certified in delivering various training products (i.e. Initial Wireless for Business, and Business Support Global Enterprise Advisor/Account Liaison-New Hire program). These programs cover, but are not limited to, teaching, Systems (ACSS, VISION, ECPD/EWI, Work Flow Manager, Enhance Data Radar-EDR, TOPS),Invoicing Billing, Reporting Billing, Managed Accounts, Enterprise Voice Pooling-EVP, Static IP and Enterprise Data Pooling-EDP, Gateway Documents, RFP’s, My Business, Verizon Enterprise etc. EDUCATION:

Devry University

Alpharetta, GA

Bachelors-Technical Management, Global Supply Chain Management Anticipated 6/ 2016

Monroe College

Bronx, NY

Business Administration

06/1997

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