To obtain a responsible and challenging position in a growth oriented institution where my experience and skills will contribute to the overall success of the company and provide opportunities for my career growth.
Verizon – Brooklyn NY / Manhattan
Operational Control Center (OCC) Supervisor March 2017 – December 2018
nLead the Service Level team, including training, mentoring, and managing a dynamic team of associates tasked with dispatching technicians to promptly respond to and resolve customer complaints.
nResponsible for key business metrics, including customer churn, account growth and renewals.
nResponsible for call center, Where is my technician, and the Save It Center for New York City.
nThorough knowledge and experience with unions.
Call Receipt Escalations January 2016 – February 2017
nCoordinate efforts between customers, internal Verizon departments, CLECs and vendors.
nPrioritize and drive escalations with continuing maintenance development to ensure visibility, traction, and ultimate closure.
nDay-to-day coordination with various supplier partners to ensure timely flow of engineering work orders, construction build outs and cable repairs.
nDeveloped team members through coaching and honest feedback, to help foster growth.
Public Service Commission (PSC) – Presidential Hotline (PHL) Escalations May 2007 – December 2015
nManaged external/internal escalations (PSC/PHL, Executive complaints, Better Business Bureau) for Mid-State and New York City / Long Island areas.
nIdentify the root cause of the service issues.
nInteract with customers, and Verizon managers to ensure customer receives outstanding service.
nRespond to the PSC/PHL departments with resolution.
Bell Atlantic – Bronx, NY
Absence Administrator September 2006 – April 2007
nManage the Bronx field technicians Absence.
nUpdating each associates absence, reporting first day absence, follow up with MetLife, returning associate to work and ensuring time sheets are accurate.
nKeep managers update with associate absence.
Bell Atlantic – Bronx, NY
Administrative Manager April 1997 – August 2006
nManage the administrative duties for Bronx Installation / Repair garage.
nManage field technician payroll, schedule, absence and overtime.
NYNEX – White Plains, NY
Executive Assistant – Public Affairs and Corporate Communications April 1988 – March 1997
nExecutive Assistant for Directors – National Affairs; Executive Director – Executive Communications; Managing Director – Public Affairs and Vice President – Corporate Communications and Public Communications.
nSchedule meetings, review and routing incoming mail, tracking mail log, processing vouchers, making travel arrangements, typing correspondences and answering phones.
New York Telephone – Manhattan and White Plains, NY
Customer Repair Service Attendant March 1980 – April 1988
nAnswer incoming calls in a repair / installation call center. Handle each customer contact in 128 seconds.
nSchedule repair technician appointments, initial testing of phone lines, and provide customers with updates.
Berkley Business School
St. Catherine’s Academy
Proficient in training, employee relations, and coaching and developing employees. Exceptional customer service; strong ability to multitask under pressure.
Advanced knowledge in MS Office (Word, Excel and Power Point) G-mail, and Outlook.