Experience

Sandler Partners

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Partner Experience Manager

  • Sep 2020 - Present



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Manager

  • Jul 2017 - Sep 2020

• Service Assurance Manager

  • Jul 2017 - Sep 2020



XO Communications

• United States
• Telecommunications
• 700 & Above Employee

• Senior Manager of Service Delivery

  • 2010 - Sep 2020

  • Direct the efforts of the Service Delivery Coordination team that supports customers nationwide, providing leadership and guidance to drive increases in both individual and team performance.• Continually identify and implement methods to drive the achievement of company goals including revenue attainment, productivity and the timely delivery of service.• Developed and implement customer satisfaction surveys to measure levels of customer satisfaction and identify areas of concern. • Created and implemented an end-to-end process document for the Service Delivery Coordinators and Project Managers.• Produced and maintained monthly scorecards to effectively track individual and team performance, including areas needing improvement.• Used expertise in both process and procedures to drive resolution for executive-level customer escalations.- Revamped internal processes that reduced re-work and improved operational efficiencies within the company and reduced aged backlog by 50%+.- Recipient of the “Leadership Excellence Award” in December of 2016 for exemplary performance, management and support delivered. Show less

• Manager of Service Delivery

  • 2005 - 2010

  • Managed the Customer Implementation team within the Northeast region and 2 teams of Project Coordinators in both Pennsylvania and Colorado, providing leadership and guidance to drive the increase in overall performance.• Correctly forecasted monthly revenue projections for the Northeast markets, partnering with internal teams to ensure forecast achievement and developing forecast-based reports.• Set-up and lead weekly calls with all Northeast Sales and Operations teams to ensure that all customer escalations were properly addressed.• Escalated issues as needed according to set procedures through channels to ensure porting was confirmed, facilities were installed and that technicians were dispatched for timely installation. - Resolved all 2nd and 3rd level customer escalations in a timely, highly professional manner that maintained the levels of customer satisfaction and loyalty. Show less



XO Communications

• United States
• Telecommunications
• 700 & Above Employee

• Service Delivery Team Lead/Project Coordinator

  • 2001 - 2003

  Service Delivery Team Lead, (2003 – 2005) • Developed and implemented highly effective training for Project Coordinators related to voice and data products and system usage. • Provided comprehensive team support that drove the achievement of key company goals while meeting customer timelines. • Created a weekly cut schedule that documented all scheduled activations, partnering with internal teams to ensure orders were on track to be completed by the scheduled date. - Used expertise and high level professionalism to resolve all first-level customer escalations in a timely manner that maintain levels of customer satisfaction and loyalty. Project Coordinator, (2001 - 2003) • Partnered with the customer to validate order information and worked with both vendors and customers to explain all aspects of the conversion and schedule the due date and time for activation. • Used subject matter expertise to resolve issue orders, troubleshooting disconnects in error, pending facilitates and missing information. • Met defined productivity goals through a focus on the delivery of quality while in the position. • Served as a key contributor, training Project Coordinators of best practices related to processes, procedures and systems. Show less