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Tammy Powers

Tammy Powers

Operations Consultant

Verizon Wireless

Rochester, New York Area, us

I am a respected builder and leader of customer-focused teams; I instill a shared, enthusiastic commitment to customer service as a key driver for company goal attainment. Experienced Project Manager with a talent for identifying operating deficiencies with a strong focus on improving business efficiencies that positively inf...

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Verizon Wireless

Operations Consultant

Responsible for developing, organizing and executing on Call In Rate initiatives, and partnership with HQ, Field Operations, Retail and Centers to drive results (reduction). Provide primary support for an internal social media page to gather and engage front line employees to identify drivers that impact CIR. Provide primary support in development of maintenance of CIR reporting. Use data Information and develop to perform productivity assessments, what if scenarios, and related analysis (results, profiling, & modeling activities) on a periodic basis as they apply to the support of strategic and tactical program planning. Understand, pursue, solve and/or coordinate for solutions of the customer issues that impede the accurate and effective use of the provided tools. Develop and execute against project plans, timelines and objectives. Measure and document effectiveness of new projects/process improvements. Partner with both Centers and Field Operations to communicate reporting, drivers, and best practices. Create and maintain successful alliances with key resources (i.e. regional directors, manager, are and center partners). Identify cost savings through process improvement. Provide subject matter expertise across multiple large-scale, highly complex initiatives. Team partnership in executing against shared goal of reducing repeats and broken promises. Work with Cross-Organizational partners for projects, reporting, presentation and communication.

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Verizon Wireless

Management: Supv-Customer Support Svcs

Manage a team of customer service professionals with the goal of ensuring optimal productivity and focus on the Customer Experience. Responsible for leading and coaching the team to success and creating an engaging work environment where employees want to come to work. Provided effective two-way feedback sessions to motivate a high performance and productive work environment. Identified operational and procedural opportunities and provided recommendations or improvements. Monitored the performance of team members and business partners with employees to coach and develop to improve performance. Communicated ideas and recommendations to all levels within management using tact, professional courtesy, persuasion, and discretion to achieve objectives. Ability to work under pressure and meet aggressive deadlines with frequent interruptions and changing priorities. Acted as role model by demonstrating strong communications skills, work ethics and sound judgment in the applications of policies, procedures, and guidelines.