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Work Background
Verizon BusinessProject Manager Sales Operations
Jan. 2023 - Sep. 2024Additionally to my skills listed as a Sr. Analyst, Promoted to Project Manager of Sales Operations, adding a new layer of strategic leadership and operational efficiency to an already robust partner engagement background. In this role, led and managed cross-functional projects aimed at transforming and streamlining internal systems to improve scalability and performance. Successfully hosted and facilitated regular collaboration calls with developers, created detailed internal process flowcharts to support process redesign, and partnered with legal teams to ensure all new workflows remained fully compliant with corporate and regulatory standards. This role further deepened expertise in change management, system optimization, and stakeholder alignment across business, technical, and compliance teams.
Great Florida ServicesChief Operating Officer
Mar. 2022As Chief Operating Officer of Great Florida Services, I wear many hats to keep our growing pest control business running smoothly and our customers happy. With a strong background in staffing and operations, I specialize in building efficient systems and supporting the people who make our service exceptional. On any given day, you’ll find me overseeing our routing and scheduling to maximize technician productivity, managing payroll and billing to keep the books in order, and providing responsive, empathetic customer support — including escalation resolution — to ensure every client feels valued. I also manage the behind-the-scenes HR tasks that keep a small business compliant and thriving: onboarding and staffing, policy development, and team development. What I enjoy most is solving problems and creating structure, whether it’s fine-tuning our routes to save hours, helping a customer through a tough situation, or equipping our team with the tools and support they need to succeed. With an eye on growth, I’m always looking for ways to streamline operations and improve the experience for both our team and our customers. If you’re passionate about operational excellence, small business growth, or delivering exceptional service, feel free to connect — I love to share insights and learn from others in the industry.
Verizon BusinessSr. Analyst - Marketing, IOT Resale
Mar. 2019 - Dec. 2022• Coordinated in-person and virtual meetings with prospective Internet of Things (IoT) partners to explore their solutions, gain insights, and identify potential network collaboration opportunities. • Designed and implemented processes, programs, and procedures to enhance operational efficiency within the WCP environment. • Conducted data and trend analysis to identify performance and process gaps, and collaborated with leadership to implement best practices. • Partnered with cross-functional teams including Market and HQ departments to resolve issues by engaging subject matter experts across product development, network marketing, operations, finance, and legal teams. • Provided training and support to partners on self-service platforms like My Business and ThingSpace Manage to enhance operational independence and efficiency. • Ensured compliance with approval processes including Partner Program Registration, application approvals, non-standard pricing, credit assessments, insurance verification, and Open development approvals. • Guided prospective vendors of Wireless Connectivity solutions through the WCP approval process to help create turnkey offerings for customers. • Participated in the Wireless Connectivity Program (WCP) approval process to develop resale-ready solutions for partners leveraging the network. • Led a team of 12 Client Partners and oversaw more than 400+ Machine-to-Machine accounts that included government approved partners and strategic partners ensuring contractual compliance and accurate pricing. • Reviewed and audited Certificates of Insurance submitted to WCP to verify compliance with required coverage and contractual standards. • Maintained strong customer relationships and served as the primary point of contact for WCP clients, ensuring seamless communication and support across all business levels.
Verizon WirelessCoordinator of Business and Government Operations
Oct. 2017 - Oct. 2019A Coordinator-Business Operations will be primarily responsible for processing requests that support the sales teams, allowing them the ability to focus on revenue generating activity. Addresses customer service issues, ordering requests, rollout support, and maintenance requests. Responsible for meeting and exceeding channel metrics, delivering action items in a timely fashion and working in a team work environment for the greater benefit of the channel. Provides accurate deliverables under specific service level agreements while working in a compliant and ethical manner. Displays strong communication and cross functional skills and a willingness to perform duties outside of daily tasks. Focuses on SMB/Strategic customers as well as National (Federal) and Local Government (WSCA and SOFL) customers Pre and Post Sales & Customer Retention Support: Responds and follows up to requests sent from field sales staff and customers that include Account Maintenance Requests, Customer Facing Requests, and Proactive Services. Account Maintenance Request; Account Consolidations, Address Changes, AOL requests, Disconnects, ESN Changes, MTN Changes, Price Plan Changes, Suspensions, Billing Issues, Rate Plan Analysis, etc. Customer Facing Requests; Account Implementations, 1st Bill Reviews, E-Commerce Webinars and Training, Demo Requests, Welcome Calls, Employee On-sites, etc. Proactive Services; Reporting, Projects that support sales team, tips and tricks, Did you knows for the field, Promoting My Business to customers as an alternate way to complete requests Order Processing: Processes orders for new lines of service and/or renewals and ensures policies and procedures are met with regard to sales activations. Ensures orders are processed in a timely fashion and follows up on all order related escalations.
Verizon WirelessBusiness Account Specialist
Oct. 2016 - Oct. 2017Miami-Hunting for new business and partnering with the sales team to close the sale. -Finding ways to expand business with existing customers. -Designing programs about our products that will “wow” our customers. -Resolving customer problems and recommending solutions. -Managing sales tracking and making appointments for the team.
Verizon WirelessSmall Business Account Executive
Sep. 2014 - Sep. 2016Educating and exciting customers about our innovative business solutions. Prospecting, cold-calling, and generating new sales leads. Analyzing customer needs and presenting integrated solutions. Closing sales and customer contracts. Providing follow-up training for new business customers. Tracking and reporting progress through sales force automation tools.
Verizon WirelessAssistant store manager
Jan. 2010 - Sep. 2014Grow the business, Coach and develop employees, Insure that the location is running operationally sound, Inventory management, document retention, maintain customers and insure 100% customer satisfaction
Verizon WirelessOperations Manager
Jan. 2009 - Dec. 2009Inventory management, document retention, coach and develop representatives
Verizon WirelessCustomer Service Representative
Feb. 2007 - Dec. 2008insured 100% customer satisfaction, resolved customer issues at first point of contact, billing explanations, selling goals
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