Experience

The Aspen Group, Inc.

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Consultant - Verizon

  • Nov 2009 - Present

  Administrative duties: Budget and Staffing analysis; Approval of operating expenses; Operation audits; Executive presentations; Observations of performance; Execution of district business plans.



Verizon

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

• Group Manager

  • May 2006 - Nov 2008

  Responsible for strategic planning for call center operations with 36,000 Average Business Day incoming calls. • Analyzed results for $100M budget. • Development and execution of marketing strategies for FiOS, broadband and landline products and services. • Force to load planning and tour scheduling for 1600 unionized sales and service representatives in eighteen statewide locations. • Project managed multiple business initiatives to meet/exceed company and regulatory… Show more Responsible for strategic planning for call center operations with 36,000 Average Business Day incoming calls. • Analyzed results for $100M budget. • Development and execution of marketing strategies for FiOS, broadband and landline products and services. • Force to load planning and tour scheduling for 1600 unionized sales and service representatives in eighteen statewide locations. • Project managed multiple business initiatives to meet/exceed company and regulatory objectives. • Supervised Management and Non-management employees.

• Resource Manager

  • May 2005 - Apr 2006

  Responsible for force planning for consolidation of New York and New England FiOS centers. • Performed data analysis to recommend force strategy to meet customer expectations for newly introduced FiOS products. • Implemented NY adjustment database in call centers replacing manual process with mechanization. • Directly supervised six Force Managers. Indirect supervision of 500 representatives in four locations.

• Resource Staff Manager

  • Jul 2004 - Apr 2005

  Responsible for standardization of force operations across five state area. • Project team lead for Skills Based Routing. • Identified over 60 issues with Skills Based Routing force management system-EMPS, resolved 90% of issues and secured capital funding for increased server capacity paving way for improved productivity and implementation of EMPS in NY Residential Call Center.

• Resource Manager

  • Jun 1995 - Jun 2004

  Responsible for force to load planning and tour scheduling for 700 unionized sales and service representatives in 8 Upstate locations. • Managed attendance, vacation, payroll, and training. • Directed development of databases to manage adjustments to schedules, account for absences, vacations and provide “real time” monitoring of force to load. • Directly supervised twelve Force Managers. Indirect supervision of nine Force Managers and 700 representatives.



MMAFC

• Region Operations Manager

  • 1987 - 1990