Ora Howell

Wimauma, FL *****

Home: 813-***-**** Cell: 757-***-**** Email: ac329e@r.postjobfree.com

Professional Qualifications

Lean Six Sigma Green Belt certified with over 13 years management experience working in the telecommunications industry. I am skilled in System deployment and management, Quality Assurance Management, Process and Solution deployment, Business and Technology Process Design and Management, Technical program management, IT Support, Operations Management and KPI governance roles. I have demonstrated excellence through improvements in efficiency, productivity, leading cross functional projects, Customer Satisfaction indexes and managed international relations with offshore vendors and onsite support.

Areas of Expertise

Business Process and Performance Improvement

Project Management, Verizon Lean Six Sigma projects & Workshop Facilitator

Executive level Presentations

KPI Governance and Standardization

Systems Analyst

Business Case review, BRD process

Building and Leading Teams

Business Intelligence

Hiring, training, coaching and Supervising Staff

Microsoft Office, Google Suite, Project, Smartsheet, MiniTab, JIRA, Confluence, iGrafX, Mindjet, Visio, SharePoint, Tableau 9.0 Desktop & Advance

Skills

Release Management - Coordination and management of release and deployment events

Process design and continuous improvement - Design and deployment, process controls, close loop action registries and performance indicators).

System and solutions management - Ticket management tools, quality, testing and coaching tools, virtual desktops and integrations, Quality Monitoring and Analysis of site metrics, system performance, and user activity and survey management.

Project Management - All aspects of technology project management in an Agile environment.

Quality of Service - Surveys Management, System Quality management.

Professional Experience

Verizon (2/2004 to Present) Tampa, FL

Title: Senior Analyst - Business Operations 05/2008 – Present

Work in Business Intelligence group to provide KPI governance and standardization for organization. Participate in Verizon Lean Six Sigma projects, volume reduction analysis reporting for National operations, operational impact assessment, identifying call center trends, developed, delivered, coordinated and facilitated cross functional teams and training, and managing multiple projects simultaneously.

Accomplishment: Managed ongoing process review to generate cost savings of >$17M and increase productivity

•Govern, standardize and streamline national KPIs and Metrics.

•Quantify GAP, Data, SWOTT and Cost Benefit Analysis.

•Developed formal processes to ensure uniformity compliance in tech support organization.

•Partner with IT and key stakeholders on new and improved technology integrations, system requirements and to reduce interdepartmental transfers.

•Liaison to Senior Management on upward pressures that impacts different Lines of Businesses.

•Partnered with Vendors and Managers to ensure process and procedural compliance.

•Onsite support for ticketing system launch.

Verizon (International Assignment) Hyderabad, India

Title: Trainer 04/2010 – 05/2010

Title: Call Center Floor Support 09/2006 – 11/2006

Provided High Speed Internet (HSI) technical support to 150 call center agents and trained 20 agents on Fiber for Verizon Click-2-Chat group.

Accomplishment: Trained and tested 20 online agents with >90% passing on 6 week initial training.

Spearheaded professional development, technical guidance, leadership, motivation, feedback and coaching to 150 online Agents, 10 Team Leaders and 4 Managers.

Verizon Freehold, NJ

Title: Quality Trainer 01/2008 – 05/2008

Provided Call center support to 138 Fiber online agents, facilitated supervisor calibration sessions and shared best practices.

Accomplishment: Established baseline performance, improvement measurements with actionable plans that resulted in cost savings of >$50k / Month

Established baseline performance, improvement measurements with actionable plans.

Verizon Hampton, VA

Title: Call Center Supervisor 07/2005 – 01/2008

Managed and supervised 18 Fiber Installation and Maintenance agents in a contact center. Provided weekly and monthly feedback, administered positive progressive discipline to drive success.

Accomplishment: Generated >$1 million in revenue through national sales referral program.

Provided developmental assessments, action plans and performance improvement measurements.

Education

Troy University: M.S.M: International Management Norfolk, VA

Suffolk University: B.S.B.A.: Business Administration Boston, MA

NYC Technical College: A.A.S.: Marketing – Management & Sales Brooklyn, NY

Certifications

University of South Florida: Executive Certificate: Digital Marketing - 6/2017 Tampa, FL

University of South Florida: Lean Six Sigma - Green Belt - 10/2012 Tampa, FL

Notre Dame University: Executive Certificate: Negotiations - 1/2010 Tampa, FL

Villanova University: Master’s Certificate: Project Management - 3/2006 Tampa, FL

Additional training

VERIZON training classes in Lean Six Sigma, Six Sigma Work-out Facilitator, Leadership, Design Thinking, Change Execution, Agile Fundamentals, Interviewing, Professional Development, Training/Coaching, Diversity and Risk Management.

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