Experience

Keller Williams Southlake
• United States
• Real Estate
• 1 - 100 Employee
• Real Estate Agent

  • Mar 2017 - Present

Verizon
• United States
• IT Services and IT Consulting
• 700 & Above Employee
• Project Manager

  • 2017 - 2017


Frontier Communications

• Telecommunications
• 700 & Above Employee

• Operations Manager

  • Sep 1996 - Oct 2016

  Oversee daily operations and activities associated with Frontier’s (formally Verizon) Fiber Network Field Installation and Maintenance. Track and Measure, Daily, Weekly and Monthly associate productivity. Prepare schedules, Coach, Instruct and Provide feedback to Fiber Network Field Technician while implementing Progressive Discipline for non-compliance. Conduct monthly Safety and Productivity observations, attend Union Grievances, and prepare Mid-Year and Year End appraisals. Direct and lead monthly safety meetings. Ensure compliance of practices and procedures related to FiOS guidelines. Promote safety awareness and adherence. Maintain Budget for tool orders and supplies. Resolve outside Customer complaints. Show less



Verizon Business Markets

• Executive Specialist

  • Jan 2006 - Jun 2006

  Participated and supported an organizational effort to reduce the volume of Executive Level complaints. Responsible for gathering, implementation and organization of all data used in a 40- 50 page Power Point Deck for discussion and analysis on a weekly basis. Perform shallow and deep dives which identify fail points in systems, processes and/or Job level execution. Assemble and examine data in preparation for the weekly conference call with Managers, Directors and SR Vice-President. Supply trends, Root Causes, (Data and intelligence), to process owners for correction/resolution or further breakdown. Maintain team's timeline with Key Milestones and action items. Solicit information request and follow-ups within deadlines for insertion into the Deck. Show less

• Executive Customer Relations

  • Feb 2004 - Jan 2006

  Executive Manager contact for the FCC, PUC, Attorney General, and BBB agencies. Responsible for investigation, contact, and resolution to LongDistance, FiOS, and Telecom complaints filed through the before mentioned agencies. Part of the Verizon Long Distance Team - nominated for an Excellence Award in 2004. VeCTR is the complaint tracking system that allows fBA and fGTE work groups to manage and respond to customer complaints in a universal system. As a customer advocate, I investigate and respond to written and verbal regulatory, legal, and executive complaints. I represent top-level executives and Verizon Long Distance, while root causing the customer's concerns and coordinating with all lines of business (I&R, I&M, Construction, DRC, Engineering and the Business Office to resolve the customer's issues. Each complaint is investigated in a timely manner, and closed with the customer verbally or in writing. Show less

• Analyst-Training & Development Coordinator

  • Jun 2000 - Feb 2004

  Responsible for overall Coordination, Administration, and Presentation of Training Activities and Technical skill for the Verizon Repair Resolution Center at Garland (VRRC). Training Activities include all New Procedures, Systems. Train associates to process trouble reports for competitors, which includes Verizon technology and Resellers. Facilitated overview training with new hires on Verizon's Outside Plant and other internal departments and how they coordinate to bring service to the external customer. Advised management on productivity issues; Help assess skill level of Advocates; Develop and Encourage a consistent approach to Coaching, Procedures, and Training Schedules. Assisted with further Development of On-line Associates "Soft Skills", Enhancing Communication, Improving Customer Care Index Scores and lowering Non-Productive Dispatches. Show less



GTE

• Environmental Services
• 1 - 100 Employee

• Senior Customer Care Representative

  • Apr 1999 - Jun 2000

  HIGH VOLUME-INBOUND CALL CENTER, assisting Residential, Business, and CLEC customers with Identifying, and Isolating phone trouble.Writing and routing tickets to the appropriate work queues while clearing tickets requiring switch corrections. Working knowledge with provisioning GTD-5, DMS-100, and AAIS. Excelled in providing Outstanding Customer Service by maintaining a perfect Score in Tel-CEL with a 5.0 (Best in ALL VRRC Centers). Participated with the Offline Escalation Team at the Garland VRRC. Show less