FRANK H. FENNER III

*** ******* ***** *****

ELLENWOOD, GEORGIA 30294

ady9kq@r.postjobfree.com

916-***-****

Verizon

Sr. Analyst – Vendor Mgmt. (Partner Success Org)

October 2011 to Present

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

SPC Field Operations: Operations: Data Behavioral Reporting tools; Training: NEE, Transition, Support Coach and Continue Ed: Customer Experience: Liaison and QA Calibration Facilitator; Performance Facilitator: CVE Calibrations & Workshops; Consultant Calibrations; Project Management: Large to small center and/or cross-functional projects

NEE SA Partnership Sync Up Lead: Collaboration Platform Towards Tangible Resolutions: Observation Counts; SA Universal Playbook; Enhanced WebEx Leadership Workshops; Recognizing You Revision

SPC Launch/Ramp Core Team (August 2016 to present): Training: NEE, Transition and Continue Ed; Customer Experience: Reporting and Performance Alignment

R90 NEE Platform Site POC: Project: Instrumental member of the Spindler core team; Introduced and launched the NEE R90 Curriculum for both nesting and training; Developed and launch the R90 Support Coach Bootcamp Deck; Launched R90 Leadership Coaching Accountably (Training Environment)

NEE Team Spindler Brainstorming Core Team: Project Management: Creating and deploying the 2021 Team Spindler NEE Enhancement Survey; Ensuring the core team prioritizes the needs of NEE for effective project execution; Instrumental aligning our Team Spindler process and reporting with NEE Tollgate and the Learning Album; Promote SA core team shared his/her and our partner site best practices; Developed and launched All-In

SPC “Project Logistic Developer and Lead: (Kennesaw NEE Training and Nesting)

ALORICA VENDOR MANAGENENT PORTFOLIO

SPC Veracruz (Mexico) Production Site: 1 Operation Manager; 5 Team Managers and; 1 Value POC

SPC HBA West (Clovis, CA) NEE Site: 2 Operation Managers; 33 Team Managers; 23 Support Coaches; 1 Value POC and; 1 West R90 POC

SPC HBA North Charleston (East) NEE Site: 1 Sr. Operation Manager; 3 Operation Managers; 28 Team Managers; 27 Support Coaches; 1 Value POC and; 1 East R90 POC

SPC Marietta NEE Site Partners: 1 Operation Manager; 12 Team Managers; 18 Support Coaches and; 6 Trainers

SPC Kennesaw NEE Site Partners: 1 Operation Manager; 1 Training Manager; 1 Training Supervisor; 26 Team Managers; 26 Support Coaches and; 14 Trainers

ROLE EXECTION

Provide strategic leadership to SPC Operation Managers, Team Managers, Support Coaches and Trainers that will illustrate effective coaching to drive positive behaviors via all levels of their business.

Execute critical strategy development plans to ensure the operational implementation are aligned with the overall vendor portfolio strategy towards goals, priorities, action plans and communication for a balanced organizational alignment via contractual agreements and incentives.

Cultivate a strong, positive culture through consistent employee engagement, customized coaching recommendations and provide unconventional development resources that will promote talent to build bench strength effective leaders

Conduct call observations with representatives, the new hire training team, team managers and operation managers along with leading calibration sessions to provide effective feedback to improve performance.

Illustrate a transparent Verizon Culture and Core Values via Employee Moral, Employee Engagement and Employee Incentives.

Ensure a consistent JD Powers Customer Experience commence as a priority in providing expertise towards the Adult Learning Training Methodology and the Adult Learning Behaviors/Departmental

Manage medium to large projects to include developing partnerships as an expert to gain insights and knowledge related to best practices, developing implementation plans, leveraging reporting and analytics to identify opportunities, and aligning key stakeholders around developed strategies

Lead through proven project management experience in the areas of product launches, system changes and performance improvement.

Develop, Inspect and Inspire leaders via all levels to reflect effective execution towards improving the skills within the Verizon Customer Experience.

Cultivate, streamline and provide a strong focus towards SPC Partnership Portfolio that includes NEE Training, NEE Transition (Nesting) and quality. This would include planning, training execution, trainer readiness, identify the effectiveness via evaluation/analysis

Collect and analyze data to make appropriate process/business decisions and recommendations.

Influence, collaborate and promote the dynamics of a strong leadership partnership and relationships with a designated

Review and analyze current center results to identify trends and provide recommendations.

Observe huddles, training session for continuing education and the new hire experience for execution and content alignment.

Project Management Owner/Developer: NEE Consultant Calibrations; Team Beydoun SA Partnership Sessions; Team Spindler NEE SA Partnership Sessions; Leadership Power Up Performance Sessions; Bridging The Gap Meet Up (NEE; Nesting and CS Training); R90 Site POCR90 Spindler Org Co-POC

Special Projects: Alorica Colorado Springs AOL Readiness and Site Launch (3-week travel); Self-Serve Real-time Expert and Champion (virtual); I/T and System Enhancements GTM Operations Site POC (virtual); Terms & Condition (Ts & Cs Readiness and Launch Project Mgmt. (virtual); VLSS AOL and VLSS Workforce Reduction Core Team Member (virtual & travel); Transfer Your Service Internal Migration Call Type Hand-off (Floor Support Lead and On-Site Operational Project Lead) (Columbia, SC and Chandler, AZ); Greensboro BGCO to Consumer Conversion (virtual); R90 Site (former East) and West POC; R90 Spindler Org Co-POC

Verizon

New Employee Experience Lead

August 2016 to present

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

SPC Launch/Ramp Core Team: Operations: Data Behavioral Reporting tools; Training: NEE, Transition, Support Coach and Continue Ed; Customer Service: Liaison and QA Calibration Facilitator

NEW VENDOR SITE MANAGENENT PORTFOLIO

August 2016 to November 2021: SPC Site Launch/Ramp Support Core team (NEE Training/Nesting and Production) **Domestic new partner sites in North/South Carolina and Virginia

June 2023 to Sept 2023: SPC International Ramp Support (R90 primary focus towards NEE Nesting & Training) **International new partner sites in Kingston, Jamaica and Panama City, Panama

This is a six-to-nine-month special project supporting the launch of the new SPC partner vendor sites.

ROLE EXECTION

Execute critical strategy development plans to ensure the operational implementation are aligned with the overall vendor portfolio strategy towards goals, priorities, action plans and communication for a balanced organizational alignment via contractual agreements and incentives.

Develop solutions to complex problems that require a combination of research, measurement, analysis, reasoning, technical aptitude, and creativity.

Maintain a strong focus towards a creative and forward-thinking via actions supporting HBA partner business units, supervisors and NEE training teams.

Promote a strong, positive Verizon culture through influential employee engagement and motivation

Develop, schedule and facilitate daily debriefs via a webinar, face to face and email communication platform

Strategically assign floor support zones and training classroom reviews for the Verizon ramp support team Communicate impacts, maintain an observation analysis log that includes the collections of parking lot items

Simultaneously, meet aggressive deliverable deadlines, other assigned projects and priorities simultaneously

Maintain a relationship with the SPC Director, SPC OPS, SPC Field Managers, SPC Training and Site Partner Leadership team. Partner with site director and align VZ strategy, priorities, and business goal

Identify and translate potential strategic opportunities from data analysis into actionable strategic projects and portfolios

Provide effective operational and leadership utilizing my twelve plus years of experience and expertise

Act as a Process/Reporting/Policy/Training Subject Matter Expert (SME)Inspect and drive completion of training and quality contractual requirement.

Review and analyze center results to identify trends to develop and implement targeted action plans to improve performance

Travel as needed

Participate in site resource management initiatives and intraday/planning request

Identify trends in call handling, system impacts and call driver data for improvements, change and/or recommendations

Partner as an expert to gain insights and knowledge related to best practices, developing implementation plans, leveraging reporting and analytics to identify opportunities, and aligning key stakeholders around developed strategies.

Lead and guide a team to drive improvements to the channel readiness processes, operational efficiencies for the organization while achieving quality standards

Verizon

Project Migration SME/Project Lead

August 2018 to January 2019

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

HQ Customer Ops: Project: Transfer Your Service Migration (Vendor to Internal); Training: L&D Curriculum Consultant and Facilitator Observer; Operations: Onsite Operational Project Lead (Columbia, SC, and Chandler, AZ); Customer Experience: Liaison and QA Calibration Facilitator; Compliance: Non-Negotiable Legal Doc Developer; Logistics: Operational Onsite Routine Deck and Executive Leadership Project Deck

This is special project dedicated to support the hand off (migration) of the Transfer Your Service call type. The call specialized call type will move from the SPC Partner site to the internal Columbia (Elgin) Contact Center and Chandler Contact Center.

ROLE EXECTION

Develop action plans to effectively transition the Verizon Transfer Your Service specialized call type.

Drive the value of effective tool utilization and the Deliver The Promise culture that will assist towards influencing a higher gear towards successfully achieving set KPIs and additional targets.

Identify and translate potential strategic opportunities from data analysis into actionable strategic projects and portfolios.

Demonstrate critical leadership skills such as planning, prioritization, communication and project management along with strategic thinking by leveraging strong knowledge and understanding.

Provide subject matter expertise and leadership across multiple large-scale, highly complex initiatives within National CS Ops (NCSO, and cross-functionally with multiple organizations

Execute proven knowledge and success project management skills obtained via medium to large-scale projects or major tasks utilizing journey mapping techniques, outline key customer touch points

Identify policy, process improvements, determine appropriate strategy/tactical approach to manage project, identify top possible gaps and develop recovery plans.

Resolve project team issues and/or escalate when appropriate (Review, analyze and identify trends

Anticipate trends in call handling, system/customer impacts and call driver data to execute business improvements and change recommendations for an improved representative and customer experience

Measure and document the effectiveness of new projects and process improvements.

Make critical decisions with minimal to no guidance while on project meetings/calls.

Make final decisions that impact development of high-quality deliverable's identify and correct training gaps, program opportunities and executing on action plans to improve operational and customer results

Meet aggressive deadlines, manage multiple projects simultaneously, and to work in a fast-paced, dynamic, customer and team-oriented work environment

Create and maintain a close partnership with HQ and Field Partners, Leadership, HQ, Marketing, PR and other cross-functional teams such as Retail, BGCO, SPC, Training and Workforce planning teams to deliver seamless tools and resources that support our front-lines

Create and manage detail project plans and presentations for assigned projects and business cases to present to all levels of the business.

Communicate ideas and recommendations clearly and effectively to all levels using negotiation, influence, and discretion to achieve objectives

Identify policy, practice, program, execution, gaps and provide recommended actions while partnering with stakeholders to improve results. Resolve project team issues and/or escalate when appropriate (Review, analyze and identify trends)

Communicate written and verbal status for open projects across all levels of leadership through reporting, presentations and meetings.

Communicate and post implementation measurement for complex field related strategy or efficiency projects

Conduct daily operational meetings to assess results and performance surrounding readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts

Verizon

SPC NEE Project Developer

February 19, 2018 - April 09, 2018

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

SPC Field Operations (Greensboro, NC): Training: NEE, Transition and Support Coach; Customer Experience: Liaison and QA Calibration Facilitator; Performance Facilitator: DTP Calibrations & Workshops; Consultant Calibrations

This is a special project supporting the Alorica (Greensboro, NC) site (3 weeks via travel)

ROLE EXECTION

Strategically develop, plan, and help organize our SPC partners into effective leaders that will illustrate effective coaching to drive positive behaviors via all levels of their business.

Execute critical strategy development plans to ensure the operational implementation are aligned with the overall vendor portfolio strategy towards goals, priorities, action plans and communication for a balanced organizational alignment via contractual agreements and incentives.

Illustrate a transparent Verizon Culture and Core Values via Employee Moral, Employee Engagement and Employee Incentives.

To ensure a consistent JD Powers Customer Experience commence as a priority in providing expertise towards the Adult Learning Training Methodology and the Adult Learning Behaviors/Departmental.

Partner with experts to gain insights and knowledge related to best practices, developing implementation plans, leveraging reporting and analytics to identify opportunities, and aligning key stakeholders around developed strategies.

Act as a Process/Policy/Training Subject Matter Expert (SME) Create detailed project plans that provide the necessary steps for successful development. This would include translating project work into meaningful updates for multiple levels of leadership that can articulate the impact on the customer, business, and/or employee.

Execute proven knowledge and success project management skills obtained via medium to large-scale projects or major tasks utilizing journey mapping techniques, outline key customer touch points, identify top possible gaps and develop recovery plans.

Anticipate trends in call handling, system impacts and call driver data to execute business improvements and change recommendations for an improved representative and customer experience.

Meet aggressive deadlines, manage multiple projects simultaneously to work in a fast-paced, dynamic, customer and team-oriented work environment.

Develop, maintain and execute action plans with cross-functional teams and leaders, aimed at driving our KPI’s and employee experience

Partner with cross-functional teams (L&D, TYS Project Manager, SPC HQ Ops, I/T and internal Customer Care Leaders.

Partner with Learning & Development and Workforce Planning teams to develop and execute all national channel readiness plans.

Develop and maintain a SPC “Project Logistic 2018” (Greensboro NEE Training and ABAY) for balance NEE platform that includes:

Effectively measure SPC NEE Learning & Development Albums through successes, opportunities and data

Assist with the alignment of the overall NEE Training Operations partnership, readiness and accountability

Deliver SPC programs across our broad training curriculum and leadership training Evaluate training effectiveness and reporting outcomes to leadership

Present, provide and maintain project management support for NEE SPC Strategic initiatives.

Work with NEE call center management for proper execution and implementation of all NEE initiatives impacting the SPC sites (A) Facilitate 60-minute NEE Trainer Calibrations; B) Facilitate 60-minute NEE Team Manager Calibrations (Work with Team Managers to help them properly identify behaviors, outliers and create commitments that have substance) and; Co-Facilitate 60-minute Support Coaches).

Verizon

Interim Developer

March 2017 to Jul y 2017

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

Learning & Development: Developing Strategic and Effective Adult Learning Curriculum; SPC Transfer Your Service L&D Developer; ERT Transfer Your Service L&D Developer

Learning & Development Consultant Interim (6 months) (Alpharetta Location & Site Traveling)

ROLE EXECTION

Learn and understand the foundation and layers of the Learning & Development organization

Effectively utilize this interim role as a solid on-boarding and ramp up developmental platform

Understand L&D performance expectations and how success is measured (PA)

Develop various curriculum learning albums, OLT and DTP skill drills with a focus on the SPC needs/behaviors

Maintain strong knowledge of ACSS, SMART, Adobe, Mars as well as policies and processes

Facilitate T3 with SPC trainers and TMP core teams using a variety of learning methodologies, media, and materials.

Develop learning albums that identifies imparting critical skills and knowledge to help learners become even better

Incorporate quality DTP platform to improve vendor performance via training curriculum

Maintain evaluating program effectiveness and continuously improving our solutions via life-cycle

Manage various archives of learning programs and materials

Demonstrate acquired tactical expectations via managing projects effectively balancing timeliness and quality

Obtain ongoing feedback/redirects via my project management endeavors and curriculum content

Utilize resources surrounding the economic drivers of the business client towards developing effective curriculum

Maintain relationships with Legal, Security Compliance, CAP, SPC, Resource Management and I/T teams

Provide creative innovative learning solutions for products and customer service development

Maintain strong and effective partnerships utilizing resource via internal and external training experts

Demonstrate strategic knowledge in design and delivery of employee training and knowledge of adult learning principles.\

Provide expertise utilizing strong consulting and project management experience while providing strong teamwork

Demonstrate knowledge of adult learning principles, training approaches, teamwork and leadership expertise

Provide effective operational and leadership utilizing my twelve plus years of experience and expertise

Act as a Process/Policy Subject Matter Expert (SME) on various core teams, both within National CS Ops (NCSO, and cross-functionally with multiple organizations.

Execute proven knowledge and success project management skills obtained via medium to large-scale projects or major tasks utilizing journey mapping techniques, outline key customer touch points, identify top possible gaps and develop recovery plans. Meet aggressive deadlines, manage multiple projects simultaneously to work in a fast-paced, dynamic, customer and team-oriented work environment. Partner with cross-functional teams (L&D, TYS Project Manager, SPC HQ Ops, I/T and Customer Care).

Monitor and prioritize requests/projects to ensure work is delivered successfully and on time while anticipating and reducing the risk for implementation

Role Highlights: The New Content Developer Handbook (Employee) course (participant); Project Management for Non-project Managers Simulation course (participant); Project Management Fundamentals Course (participant); CS NEE Trainer Certification program (observer/participant); TEACH VZ Foundation Training (completion 7/20/17); Transfer Your Service Learning Album (2017 Revision Author); DTP Prepaid and SPC Support Coach workshop (TPM Scoping Phase I); Completion of Interim Development role (completion 7/1/17); Transfer Your Service Executive Relations Learning Album

Verizon

Acting Manager (Alorica Norfolk, VA)

April 2014 to August 2014

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

SPC Field Operations: Site Contractual Adherence; Operational Site Guidance; Site Performance Development via all levels

ALORICA VENDOR MANAGENENT PORTFOLIO

SPC Norfolk (VA) NEE and Production Site: 1 Site Director; 3 Operations Managers; 24 Team Mangers and; 5 Trainers.

ROLE EXECTION

Provide strategic leadership to SPC Operation Managers, Supervisors and Trainers that will illustrate effective coaching to drive positive behaviors via all levels of their business.

Execute critical strategy development plans to ensure the operational implementation are aligned with the overall vendor portfolio strategy towards goals, priorities, action plans and communication for a balanced organizational alignment via contractual agreements and incentives.

Demonstrate critical leadership skills such as planning, prioritization, communication and project management.

Showcase comprehensive knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning and coaching effectiveness.

Develop and managing direct reports who will assist in driving center level results.

Monitor contractual and policy compliance for partners. Help the partners understand the contracts, guidelines, and policies in place. Assist towards developing and executing business performance plans related to associated risks and CAP audit reviews.

Maintain and identify awareness of opportunities towards improve processes and procedures to include lifting up trends identified.

Develop, lead and maintain various quality initiatives to ensure the partners understand and conform to guidelines, standards, processes and methodologies DTP and other Verizon quality programs.

Perform on-site ongoing audits to ensure the following compliance standards are met via compliance associated with contractual terms. This would include systems (I/T); Quality, Devices, operational practices and call handling procedures via SPC expectations.

Communicate written and verbal status for open projects across all levels of leadership through reporting, presentations and meetings. Communicate and post implementation measurement for complex field related strategy or efficiency projects.

Manage multiple small to large projects simultaneously under aggressive deadlines, while still ensuring high quality results. Present to all levels of Verizon/SPC Leadership on performance, direction and programs.

Partner with site director and align VZ strategy, priorities, and business goal this would include review and analyze center results to identify trends to develop and implement targeted action plans to improve performance. Create detailed project plans that provide the necessary steps for successful development.

Conduct side by side call observations with representatives, new hire training and observations, lead calibration sessions and regularly provide effective feedback for improved performance.

Ensure timely communications are developed and cross-functionally submitted regarding project/program status, risks and issues, completed and open action items, meeting minutes, cost/benefit summaries, project costs, and lessons learned analysis.

Identify policy, practice, program, execution, gaps and provide recommended actions while partnering with stakeholders to improve results. Resolve project team issues and/or escalate when appropriate.

Lead, Influence, collaborate and guide a team to promote the dynamics of a strong leadership partnership and relationships with the site leadership and maintain a strong partnership with the Alorica Client Service Manager; Director of Performance; Director of Quality and; Director of Training.

Verizon

AOL Site Operational Project Lead

July 2013 to August 2013

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

SPC Field Operations: Project: Assumptions of Liability Migration; Training: L&D Curriculum Consultant and Facilitator Observer; Operations: Onsite Operational Project Lead (Colorado Springs, Co); Customer Experience: Liaison and QA Calibration Facilitator

This is special project dedicated to launch of the AOL call type. The call specialized call type will be added to the SPC Alorica Partner site via a Colorado Springs AOL Readiness and Site Launch (3rd Quarter 2013).

ROLE EXECTION

Strategically assist towards the development and action plans to effectively transition the Verizon Assumption of Liability specialized call type.

Drive the value of effective tool utilization and the Be The Reason culture that will assist towards influencing a higher gear towards successfully achieving set KPIs and additional targets.

Identify and translate potential strategic opportunities from data analysis into actionable strategic projects and portfolios.

Develop detailed research and justification for recommendations.

Act as a Process/Policy/Training Subject Matter Expert (SME) on various core teams, both within National CS Ops (NCSO, and cross-functionally with multiple organizations.

Conduct daily operational meetings to assess results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.

Execute proven knowledge and success project management skills obtained via medium to large-scale projects or major tasks utilizing journey mapping techniques, outline key customer touch points, identify top possible gaps and develop recovery plans. Anticipate trends in call handling, system impacts and call driver data to execute business improvements and change recommendations for an improved representative and customer experience.

Measure and document the effectiveness of new projects and process improvements.

Make critical decisions with minimal to no guidance while on project meetings/calls. Make final decisions that impact development of high-quality deliverables. Provide subject matter expertise and leadership across multiple large-scale, highly complex initiatives.

Meet aggressive deadlines, manage multiple projects simultaneously, and to work in a fast-paced, dynamic, customer and team-oriented work environment. Identify analytic needs, trends and partnering to drive performance and customer experience.

Create and maintain a close partnership with HQ and Field Partners, Leadership, HQ, Marketing, PR and other cross-functional teams such as Retail, BGCO, SPC, Training to deliver seamless tools and resources that support our front-lines.

Create and manage presentations for assigned projects and business cases to present to all levels of the business.

Identify policy and execution gaps with recommended actions to improve results.

Communicate written and verbal status for open projects across all levels of leadership through reporting, presentations and meetings.

Communicate and post implementation measurement for complex Field related strategy or efficiency projects.

Support of execution of program deliverable's (ready field partners).

Partner with front line teams to learn what our customers and employees need to be successful in their roles, as it relates to projects owned.

Partner with cross-functional teams (L&D, AOL Project Manager, SPC HQ Ops, I/T and internal Customer Care Leaders.

Partner with Learning & Development and Workforce Planning teams to develop channel readiness plans.

Verizon

Associate Director POC (June 2010 to November 2011)

Customer Care Supervisor (March 2010 to November 2011)

Weekend Warrior Supervisor (April 2010 to November 2011)

Tech Support Supervisor (September 2006 to March 2010)

ORGANIZATIONAL SEGMENT AND BUSINESS FOCUS

Rochester Contact Center: POC Team Freeman (4 months); POC Team Hibbard (short/long-term assignments); Customer Care Leadership; Employee Engagement Leadership: Technical Support Leadership

ROLE EXECTION

Lead a team of 10 to 12 Customer Care Agents

Lead a team of 12 to 26 Tech Support Coordinators

Develop, train, coach and motivate a team to excel beyond normal business expectations. Strategically develop, plan, and help organize frontline employees to become effective leaders by executing effective coaching to drive positive behaviors.

Drive the value of utilizing effective operational routines that will assist towards influencing a robust culture that promotes a higher gear towards employee moral to successfully achieve set KPIs and additional targets.

Illustrate a transparent Verizon Culture towards Employee Moral, Employee Engagement and Employee Incentives.

Participate in quarterly operations reviews with Verizon Wireless and senior leaders. This would include partnering with site director and senior leaders to align VZ strategy, priorities, and business goals.

Analyze online reporting and monitor employee performance along with performing daily and weekly audits and 1:1 coaching’s. This would also include facilitating weekly quality calibration workshops along with assessing all functional execution and identify gaps in performance.

Audit the team performance on a regular basis to ensure positive interaction consistently commences within each Customer Experience

Develop effective action plans/solutions to deliver on Northeast CS KPIs. This includes customer experience Reliably For Me

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