Elizabeth (Liz) Johnson

ad3qde@r.postjobfree.com 682-***-**** www.linkedin.com/in/ljohnson01

BUSINESS PROFILE

Internal Audit Project & Process Management Compliance Vendor Management Transition Management Communications Cost Assurance Data Analysis Pragmatic, proactive leader, problem solver and change agent offering strong project management and organizational aptitude, combined using a solid commitment to service delivery and customer experience excellence. Experienced Senior Manager with oversight roles for vendor supplier partners, internal customers, and external clients. Skilled at balancing detail orientation through “big picture” thinking and execution to deliver strategic business imperatives essential for business success and sustainability. BUSINESS EXPERIENCE

FRONTIER COMMUNICATIONS; Tampa, FL April 2016 – May 2023 Senior Manager, Business Operations / Project Management Office

Delivered streamlined, cost effective, customer-oriented program and project management support to national leadership, local management, internal, external, and vendor partners and customers.

Lead nationwide vendor compensation oversight and management for sales initiatives across multiple employee and vendor- interfacing platforms. Concurrently tasked with creating a seamless, quality online user experience and interaction.

Developed and managed 20 discrete market-driven compensation grids and plans for 200+ contract vendors, more than doubling the number of grids and tripling the number of vendors within scope of accountability in less than two years.

Established, aligned, and reconciled compensation levels and pricing; reviewed and analyzed results via bottom-line revenue; developed / documented standard practices and procedures; and researched / reconciled ground level ‘pocketbook’ issues and disputes for both union and management employees.

Moved 40K calls in 60 days from call center to vendor teams, with over 70% improvement rate, 98% service level, and 82% sales conversion rate, through a short-term post-transition resource management initiative to improve customer accessibility and “one stop shopping” transparency; worked directly with call routing and marketing vendor teams to drive productivity gains and timely issue resolution.

Successfully lobbied for reintroduction of User Acceptance Testing (UAT) prior to large scale systems conversion to accelerate cycle time for billing by decreasing pre-billing order fallout; continued to periodically manage overflow call routing system to accommodate call volumes. VERIZON COMMUNICATIONS; Tampa, FL December 1998 – March 2016 Senior Staff Consultant, National Vendor / Compliance Support (April 2014 – March 2016)

Contributed 40% of total Consumer Sales Alternate Channel revenue via steady, incremental growth and development of the channel as an increasing source of revenue and reliable intra-channel and vendor support. Recognized as Verizon Emerging Leader and for contributions to the business with Verizon VP Leader Excellence Award for National Channel Management and Enablement Team initiative.

Incorporated Alternate Channel vendor management/communications with start-up cost assurance experience into national Compliance role. Continued to strengthen infrastructure, processes, and vendor relations to ensure brand integrity throughout customers’ sales and contact experience.

Improved door-to-door compliance rate 70 basis points (from 20% to 90%) in under one year; routinely conducted compliance audits, measured results, analyzed data, reinforced strong performance and trained for improvement opportunities.

Investigated nationwide ethics hotline tips and conducted on-site audits and ongoing training to ensure compliance with FTC regulations and CPNI protections; identified fraudulent behaviors and took appropriate action to reduce potential risks and reinforce correct procedures for both existing and new vendors. Manager, Strategic Acquisition Channel (April 2008 – April 2014)

Initiated and led Cost Assurance start-up team to address/mitigate revenue-impacting vendor billing practices. Built infrastructure, created validation processes, established metrics, quality measures and reports. Served as single point of contact for nearly 150 vendors nationwide, initially in billing role, transitioning later to communications role. Concurrently served as key contributor on – and subject matter advisor to - Alternate Channel post-transition team for 2010 Verizon to Frontier acquisition of Washington, Oregon, and Indiana telecom assets. Supervised team of 20.

Managed all communications with third party vendors, focusing on door-to-door service providers; provided vendors with subject matter expertise, accessibility, and responsive problem solving; onboarded new vendors, conducted vendor training, and developed online training courses to accelerate cycle time to job competency.

Analyzed over 500 invoices per month; reconciled vendor compensation, ensured compliance with contractual provisions, and worked collaboratively with Corporate Sourcing and Contracts Administration to improve order quality and tracking.

o Eliminated $19.0 million billing backlog in less than two months; established ongoing automated process to keep current.

o Netted $1.5 million cost avoidance and $700K cost savings over nine months.

Initiated process improvements, wrote methods and procedures, trained / monitored new invoice staff to assess and reinforce vendor accountability.

Marketing / Facilitation Specialist, Alternate Channel Development (January 2006 – March 2008)

Joined Alternate Channel organization in Marketing role, and subsequently handpicked by Director for Facilitation position based on four years’ prior Facilitation experience.

Handled highly confidential salary, compensation, talent management, performance/staffing data, while doubling as departmental liaison to corporate Human Resources

Originated first ever merchandising lab to simulate customers’ “hands on” retail outlet experience; prototype served as inspiration for development and national rollout of fiber technology labs. EDUCATION and TRAINING

Dallas Baptist University: Dallas, TX. MAPD, Leadership concentration

University of Phoenix: (On-line) BS, Business Administration

Villanova University: Certificate, Project Management SOFTWARE

MS Office Suite Outlook, Excel, Word, PowerPoint, Teams, OneDrive, SharePoint MS Project, Asana, Salesforce, Zoom

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