Office Administrator

• Feb 2023 - Present

Responsibilities include managing the day-to-day operations of the office. This includes overseeing administrative tasks such as answering phones, responding to emails, scheduling appointments, and maintaining records. • Coordinating and organizing meetings and events. • Schedules travel arrangements as needed. • Managing office supplies and inventory. • Handling confidential information and documents. • Prepares and files documents related to budgetary, administrative, legal, and regulatory actions for access/historical tracking. • Maintain a filing system of informational materials, including sensitive and confidential information. • Assisting with human resources tasks such as recruiting and onboarding new employees. • Providing administrative support to other departments as needed. Show less

Administrative Consultant-Customer Service Operations Support

• Jul 2022 - Jan 2023

• Performed advanced secretarial and administrative support for the Advanced Solutions Technical Support Executive leadership team.• Coordinates senior leadership calendars, schedules meetings, and receives/reviews email correspondence; referred parties to appropriate content owner or resources.• Developed and maintained a team filing system for information materials, NDA/confidential projects, departmental actions, revolving issues, and timelines.• Governed programs with executive leadership, stakeholders, and support teams to develop 5G BI operational processes, including customer journey mapping.• Mitigating risk for inappropriate onboarding from sales, and designing disconnect fallout process to save $75K+ monthly in avoidable account credits.• Enhanced implementation onboarding, ODI compliance testing, support accreditation, SOW review, CPNI security/privacy, and eliminating the risk of fines to save tens of thousands of dollars yearly.• Oversee the Risk Management of onboarding MA State Police (MASP), $5.3M yearly contract, for vehicle/command center managed service support, including mitigation of any potential issues by communicating with MA State elected officials, Chief of Police, vendor executives, and administrative assistants to coordinate project milestones.• Partner with Cradle Point/Sierra Wireless legal and LND teams to resolve proprietary issues from incorporating/customizing router curriculum to reduce certification time by 50%.• Constructed all curriculum and built resources for Managed Services and Critical Response teams to support MASP and onboard prospecting police departments across the U.S. Show less

Senior Analyst - Advanced Solutions Operations

• Jul 2021 - Jul 2022

• Performed advanced secretarial and administrative support for the Advanced Solutions Technical Support Executive leadership team.• Established internal audits and reporting across 16 contact center locations through close collaboration with the Site Managers and SAs, attaining a reduction of 93% in conference to tech support and $1M savings in MTTR with all CSRs within the call centers.• Designed training for Managers and CSRs to ensure constant review of the handoff to tech support processes and reviewed recorded rep calls bi-weekly with leadership, reducing inappropriate handoffs by 50%+.• Headed program to identify technical acumen gaps for internal centers, drive tech NPS development plans and ensure effective implementation of operational processes, reducing Critical Response team escalations due to tech acumen failures down from 10+ per week to 2. Show less

Center Advisor - Technical Advisor Group

• Mar 2019 - Jul 2021

• Identified Strategic Partner Center (SPC) opportunities and negotiated KPIs to improve tech NPS and reduce SPC tech acumen upskill spending by $1.5M+ annually.• Performed advanced secretarial and administrative support for SPC Site Managers and Analysts.• Minimized human errors with inappropriate transfer to tech support qualification by instituting systematic controls to catch 50% of errors during the first Manager review.• Implemented technical support policies, operational procedures, and documentation to optimize workforce strategies, decreasing SPC tech support headcount by 15% and improving efficiency by 20%.• Orchestrated new onboarding SPC onboarding new hire strategies to optimize resources, improving multi-skill efficiency and agent tool utilization while decreasing staffing requirements and cost from SPC by $800K+ annually. Show less

Loyalty Solutions Specialist - Business & Government Operations

• Jul 2015 - Mar 2019

Business Solutions Specialist - Verizon Business Group

• Jul 2012 - Jul 2015

Coordinator - Tech Support II

• Jun 2010 - Jul 2012

Coordinator - Tech Support I

• Oct 2006 - Jun 2010

Customer Service Coordinator

• May 2005 - Oct 2006

Vice President

• Jan 2011 - May 2021

A nonprofit organization for offroad enthusiasts promotes Leave No Trace principles and raises funds to keep public lands open. • Developed and lead a network of 5 Board members and 39 volunteer employees across the UT with a $200K+ operating budget, facilitating all strategic planning initiatives including budgeting, forecasting, training, reporting, and project management. • Conceptualized a sponsorship program that resulted in $2M+ revenue over 10YR. and 96% return sponsorship annually. • Created and maintained critical standard operating procedures to ensure compliance with regulatory and policy requirements. • Managed all public and member relations by communicating effectively orally and in writing. • Composed correspondence, memos, reports, forms, and other materials for Board & Vendor access. Show less