I am a change agent who performs as a liaison between IT experts and customers utilizing principles of integrity, service, excellence and leadership to transform vision into value.
Business Management, Program and Project Management, Technology, Music, Producing, Audio Engineering, Writing, Composing, Faith, Family, Enjoying life.
Employed 12+ years with Verizon in Texas, California and New Jersey. I began my career as an Operations New Recruit with a rotational management development program in Irving, TX. I also served as part of the college recruitment team during this period. After my first year, I accepted a position as a Repair Call Center Supervisor in Garland, TX. I was later promoted to national staff as a Specialist designing, implementing, and supporting Repair Call Centers systems and processes, eSupport Services on Verizon.com and Verizon.net, and the Fiber Solutions Center Voice Portal. My tenure at Verizon has afforded me the opportunity to learn the technical, operational and managerial aspects of working in a large Fortune 100 corporation serving as a key liaison between internal customers, external customers, vendors and in-house IT developers.
I am currently a Business and Entertainement Services Consultant pursuing entrepreneurial endeavors as the co-founding Executive of Lett’s Rise!® LLC, a multimedia production company established in 2007 to create works that entertain, encourage, and inspire people with hope and truth.
Jan 2007 - Present
Co Founding Executive and Producer
Lett's Rise! Productions
May 1999 - Dec 2008
Telecommunications Specialist - Systems Analyst, Program/Project Manager
Verizon Telecom - Operations Systems Analyst, Program/Project Manager, and Application Manager. Projects include GoToAssist - supporting all FiOS and High Speed Internet (HSI) consumer and small business support call centers, Fiber Solutions Center (FSC) Customer Voice Portal, Verizon Online Repair (eRepair), Common Agent Desktop (CAD), Web Inquiry, and Enhanced Customer Support Portal (Verizon.com, Verizon.net).
Jul 1997 - Apr 1999
Customer Care Supervisor
Train, monitor, assist and coach call center employees to achieve a higher standard of quality customer service resulting in greater customer loyalty, less expense and increased revenue for the business.
Jun 1995 - Aug 1995
Associate Business Analyst
Summer Internship at Kraft HQ in Northfield, IL.