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Work Background
Senior Manager Omni Channel Operations
EarthLinkSenior Manager Omni Channel Operations
Aug. 2023
Lead Digital & Automated Solutions
EarthLinkLead Digital & Automated Solutions
Oct. 2021Atlanta, Georgia, United States
Lead Digital Operations
EarthLink InternetLead Digital Operations
Oct. 2021 - Oct. 2024Atlanta, Georgia, United States- Lead 3 Centers both internal and partner based centers for Sales and Customer Service Chat and SMS. Drive performance, support and remove roadblocks, and ensure accountability through contractual metrics and KPI and a balanced scorecard. - Manage and strategize overall customer facing chatbot experience. Responsible for deflection rate, customer experience, and FCR - Ensure agents are fully equipped with all needed chat systems and resources needed. Develop Agent AI content and flows for improving overall efficiencies. Manager vendor relationships for technology utilization. - Responsible for Chat Strategy and Processes. Utilize customer insights and KPI management to drive business decisions that are needed with the chat department.
Senior Technology Analyst
Verizon WirelessSenior Technology Analyst
Apr. 2018 - Oct. 2021Alpharetta, Georgia, United StatesOver the past 12 years I have been working within Verizon starting in retail, then moving into business and small government support. Over the past 4 years, I have been focused on Chat and Digital Automation on our national operations in business support. My biggest accomplishments were supporting our chatbot launch and maintaining it over a 4 year period through training, creating functional and engaging transactions. In 2020, I migrated our Chat program into a messaging platform with LivePerson.
Small business and government Coordinator
Verizon WirelessSmall business and government Coordinator
Jul. 2014 - Apr. 2018Hilliard, Ohio• Year to date leading performance of 95% in rep NPS • Attending leader lead training, teaching training to my team • Creating weekly meeting agenda, then assisting with conducting team meetings- January team had 1 person leading, then went to 4 people leading in February out of 10. We went from 6 team members developing to currently 2 members developing as results from focusing on key metrics each week and giving tools and resources in improving on targeted areas • Create materials and resources for team to help improve performance • Team caption for group contest, responsible for conducting team huddles and performance of teams accessory sales
Sales Representative
Verizon WirelessSales Representative
Jul. 2011 - Jul. 2014Ohio• Maintaining sales quota while providing excellent customer service • Assisted in training new hires, responsible for their development and understanding of job position • Team Lead for business sales for store, would provide team with weekly calls due at end of week, responsible for assisting team close any business deals done in store location • Coaching and developing team for performance that I was responsible for • Key holder job title- duties would include opening and closing store, assigning registers, tear down and set up of store, handling money orders, deposits, store inventory, processing store transfers • Wireless workshop representative- set dates of workshops, would hold 2 hour wireless workshop trainings for consumers twice a month, responsible of training materials and resources for customers and co-workers
Technician
FlextronicsTechnician
Aug. 2009 - Jul. 2011Lima, Ohio Area• Assisted customers with technical service on devices, customer services, and sales transactions • Ensure all computers and cellbrite machines were upgraded on correct software • Upgrading devices on software and troubleshooting devices • Educating customers on device functions and simple set up on new devices

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