Supported Vice President, Business Customer Sales and Service, by providing oversight of strategic planning and implementation of key organizational initiatives.
- Prepared weekly and monthly performance reviews and updates related to strategic initiatives to be shared internally and with C-level executives
- First point of contact for incoming and outgoing inquiries, requests and escalations
- Managed transition of operational policies and processes from national support team to a consolidated team within Vice President's organization
- Developed and implemented metrics and recovery strategies related to monitoring of all internal and external voice, chat and back office queues
- Integrated Mobility and Wireline Business Continuity Plans, developed COVID-19 contingency strategies and managed front-line transition to work from home
- Collaborated extensively across the organization to optimize existing processes for improved efficiency and to identify and implement automated solutions
February 21 2022