Marie A. Verduzco

Plainfield, IL • 331-***-**** • adwdiw@r.postjobfree.com

Senior Operations Director Business Partner

Proven track record of delivering high-level leadership, managing significant change management initiatives,

and directing talent management functions including employee learning and development programs.

Award-winning and solutions-focused operations executive with expertise in developing and guiding employee-oriented, high-performance organizational cultures with joint emphases on ethnic pluralism and diversity awareness. Demonstrated talent for building and sustaining proactive and engaged work environments including development of customer-focused, mission-driven teams. Direct projects in compliance with operational initiatives utilizing effective change management tactics to capture significant cost savings.

Highlighted Skills:

Drive corporate culture transformations to promote employee engagement, retention, and performance while encouraging 100% compliance with corporate policies and procedures.

Proficient in designing and delivering training curriculum customized to address specific procedures for diverse operational functions.

Spearhead process improvements and proactive programs for enhanced workforce management resulting in operational cost reductions, efficient resource allocation, high-impact leadership development, and improved employee performance and satisfaction.

Areas of Expertise

Operational Strategic Planning Program/Project Leadership Budget/Cost Administration Resource Allocation

Change Management Organizational Development Performance Management Process Improvements

Policy & Procedure Development Regulatory Compliance Employee/Stakeholder Relations Diversity/Inclusion Team Training Leadership Development Recruiting/Employee Selection

Professional Experience

Verizon Wireless (Ameritech Cellular GTE Vodaphone), Rolling Meadows, IL 1997 – Present

Associate Director (2005 – Present)

Hold current executive management role following advancement through series of positions within $128.3B+ American multinational telecommunications organization. Execute cross-functional leadership of ISO-9000 certified, high-volume call center through management of P&L and $8M annual operations budget to deliver seamless and efficient operations. Implement strategic plans and direct employee relations, performance evaluation, training, and development to ensure policy enforcement, legal and regulatory compliance, and risk mitigation.

Coach, direct, and mentor 10 direct-report supervisors, as well as oversight of 125 members of English and Spanish Customer Service and Technical Support teams.

Assess, review, and provide opportunities for direct reports to execute corrective actions and performance evaluations in addition to increasing brand representation.

Exhibit leadership initiative by serving on Multicultural Marketing Council with emphasis on attracting more diverse demographic of Spanish-speaking employees and customers.

Evaluate organizational design and operations to identify opportunities for process improvements resulting in greater efficiencies, productivity, and attainment of business-critical initiatives.

Boost employee satisfaction and retention by introducing effective conflict resolution processes including harassment intervention training.

Conduct policy manual updates and renewals and promote compliance with government regulations while driving talent acquisition, recruitment, and employee selection processes for all departments.

Accommodate and retain multicultural staff by implementing bilingual proficiency across social media posts.

Spearhead Empathy-in-Action initiative to enable team members to practice active listening and establish immediate rapport with customers.

Additional Verizon Experience

Interim Associate Director

Internet Response Team

Summit Team Supervisor

Bilingual Customer Service Unit Manager

Tele Sales Supervisor

Education

Bachelor of Business Administration (BBA), with concentration in Human Resources, 2023

Strayer University, Washinton, DC

Languages

English Spanish - Fluent

Technical Skills

MS Office Suite and Cloud-Based Applications

Awards

Best-in-Class, Annual Verizon Pulse Survey – Nine consecutive years (2012 – 2020)

Best-in-Class, Associate Director of Customer Experience Award -- Nine awards between 2008 and 2019

Verizon Wireless Most Influential Hispanic Leaders, 2020 – Ranked in top 15 among top 30 enterprise wide

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