DENISE COUTE

**** ******* ******** ** *** ***, Columbia, SC 29229 C: 803-***-****

adlaom@r.postjobfree.com

DEDICATED AND WELL-ROUNDED PROFESSIONAL WITH 29 YEARS TELECOMMUICATIONS EXPERIENCE, known for the ability to manage multiple projects in a fast-paced technology environment. Detail-oriented with consistency and accuracy of data as it relates to employee time reporting and pay. Highly skilled at extrapolating data and implementing solutions for large-scale results. Passion for identifying patterns and trends related to customer engagement, with both internal and external customers. Known for consistent job excellence and talent for driving performance. An expert with employee concerns and relationships related to time reporting, pay, and disability benefits. CORE QUALIFICATIONS

PROFESSIONAL EXPERIENCE

VERIZON WIRELESS 2002-

Senior Analyst- Customer Service Operations Columbia, SC

● Responsible for Center efficiency operations support as it relates to Shrink, OCCs, Adherence, and other time-based processes

● Manages time-based metrics focusing on developing, executing, and improving work efficiency within the center

● Plans, monitor and manages the monthly shrink budget in coordination with area operations, and communicates needs /information to Leadership

● Provides adherence deep dives to Leaders to improve Employee Behaviors

● Trains New Hire classes on Workhub, Time Management and Adherence

● Partners with Leaders on how to effectively use Resources such as Verint, National Reporting, MetrEx, and Smartforms

● Project Management

● Microsoft Office Proficient

● Reports generation & analysis expert

● Results-oriented and self-driven

● Excellent presentation skills

● Superb relationship skills with all levels of

Management

● Excellent analytical skills

● Verint/IEX/NAT proficient

● Extremely detail-oriented

● Trend Recognition and Action

● Proven results under pressure

● Adept at meeting aggressive deadlines

● Conducts New Leader trainings sharing required System Access and Report utilization

● Identifies and corrects Employee and Supervisor profile errors that may lead to reporting and Workhub errors

● Communicates correct shrink codes to use for exception coding

● Interacts effectively with all stakeholders to ensure understanding of resources, processes, needs, and gathers feedback

● Provides performance reporting, as needed for attendance, shrink trends, outdials, etc

● Develops methods and assists Leaders with ways to reduce OCC

● Troubleshoots system problems that impact Employee

● Center POC of Verint, Reporting and System Issues

● Meets with teams to explain how individual Behaviors impact Team results HQ Operations Support Coordinator- Columbia, SC

• Handles customer affecting processes to achieve customer satisfaction by completing requests that include, but are not limited to Return Investigations, Inactive Pricing Requests, Inbound Correspondence, Dimond and Device Payment requests.

• Performs timely investigations of requests initiated by customers, retail partners, call center representatives, support departments and strategic partners by accessing multiple systems

(ACSS, Order Tracker, POS systems, etc.) to strategically make decisions that impact financial results.

• Interact with internal departments, such as, Revenue Assurance, Sales, and Customer Service when researching request to identify root causes and appropriate solutions.

• Provides outstanding customer service when receiving incoming and placing outgoing calls, while meeting and exceeding performance metrics.

• Support various HQ related customer service projects by fulfilling request made by various workgroups within the organization. The type of support task include, but is not limited to resolving high data charge disputes, correcting customer account issues and support marketing initiatives.

• Identifies potential threats, document findings and analyze trends to determine customer and business related opportunities.

• Manages multiple projects and rapidly changing priorities to meet strict deadlines in a fast paced environment.

• Receives incoming and places outgoing calls to customers and stakeholders. Customer Service Operations Coordinator Columbia, SC

● Identified patterns and trends and created a feedback system to management driving area results from last place to first place for employee adherence and conformance related to shrink.

● Expertly processed weekly time sheet audits achieving 99% accuracy rate for up to 400 employees

● Analyzed daily data in the National Attendance Tool, including precisely preparing all corrective action reports

● Proficiently managed employees’ MetLife claims including researching and resolving all MetLife-related pay issues

● Liaison between MetLife and Contact Center, investigating claim discrepancies, resolving concerns to avoid escalations to Attendance Leadership and/or Human Resource

● Decreased pay and attendance issues by conducting training for all employees achieving understanding of VZW Time, National Attendance Tracker and Managing Your Time Off guidelines

● Audited up to 100 Supervisor timesheets at a time, detecting discrepancies between time requested and reported time, increasing awareness of lapses in center Supervisor coverage

● Implemented procedural change to proactively remove all meetings and coaching from employees’ schedules upon notification of Supervisor's absence, effectively further reducing center shrink

● Investigated the accuracy of employee-reported bereavement, jury duty, and military documentation, reporting falsification and abuse to leadership Consultant Operations Columbia, SC

● Responsible for the implementation, execution, and inspection of all shrink, attendance, and adherence processes/policies

● Developed standard customer driven measures to project activity results

● Recommended operational improvements to reduce absence and conformance

● Lead multiple area, national and center level projects with multiple cross-functional teams, facilitating meetings, managing task completions, status updates, risks and results

● Communicated observed best practices with call center leadership and peers within other centers to deliver a consistent set of best practices and execution across all customer service areas Project Attendance Team Leader Columbia, SC

● Designed trainings and supervised 7 project coordinators, motivating them to assist with the Operations Attendance Team’s daily duties and responsibilities

● Led Call-Out process from 1/1/2012- 3/31/2013, managing all center call-outs for up to 1,000 employees, including accurately updating related systems with requested time off

● Created weekly/monthly conformance outliers reporting, identifying excessive breaks/lunches, auto sign-out, and personal sign-out

● Tracked center's training completion rates to pinpoint employees requiring multiple reschedules as a tool for call avoidance

● Implemented daily Unscheduled Log Off reporting, decreasing shrink by immediately identifying missing exceptions

Senior Customer Service Representative Columbia, SC

● Supervisor Assistance/Special Projects

● Increased team transactional accuracy

● Created and facilitated presentations to teams, effectively increasing their performance

● Evaluated customer concerns and resolved problems to ensure customer satisfaction including researching and explaining products, promotions, and billing issues VERIZON COMMUNICATIONS 1991 – 2002

Enterprise Solutions Group Representative Taunton, MA

● Supported partnerships between Verizon Communications and multiple high-level business accounts

● Implemented and ensured completion of dedicated accounts for all types of services

● Supported installation and changes to complex, loop and port service orders

● Managed orders associated with open-market technology and wholesale offerings

● Scheduled monthly on-site meetings with dedicated account representatives resolving all concerns Residential Sales Representative Providence, RI

● Initiated collection calls to active and suspended customers as assigned through the collection system

● Negotiated payment arrangements and resolved billing issues within department guidelines

● Developed a training package to determine Verizon portion of bill for Lifeline Customers resulting in the

elimination and reduction of FCC penalties charged to Verizon Communications Directory Assistance Operator Fall River, MA

● Provided telecommunications customer assistance

● Processed telephone calls

● Provided dialing instructions and directory assistance to inbound customers EDUCATION

Certification: Green Belt

VLSS

Certification: Human Resource Management

Villanova University

Professional Retail Sales and Management Program

Bellevue University

Certification: Train the Trainer

Midlands Technical College

Information Technology Classes

Johnson and Wales University

Associate of Science: Computer Programming

Bristol Community College

PROFESSIONAL ACCOMPLISHMENTS

● Built ADHOC Report to track employees out of the office for use by Management, HR and ULT

● Tracked 2014 COY acknowledgement completions to achieve center 100% completion prior to deadline

● Presented, communicated, and trained, Director, AD, Supervisors and HR on 2014 MYTO Changes

● Managed Columbia Call Out line from 1/1/2012-3/31/2013

● Identified need for timely updates to schedule to assist with daily shrink/conformance issues

● Designed AD Contact Cards for employees

● Produced daily unscheduled logoff reports and educated peers on usage

● Formed and trained peers on weekly/monthly outliers reports for entire center

● Created time sheet outlier reports to identify those not submitting accurate weekly time sheets

● Collaborated with Technical Analysts in the creation of a center-wide 2014 MYTO video

● Communicated MYTO to executive management and all employees in the Columbia Contact Center

● Women in Leadership 2014

● Director Club recipient 2003

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