Aura M. Delgado
Staten Island,NY
Summary
Dynamic leader in operations and workforce systems with over 26 years of experience at Verizon, managing a team of 10,000 employees across NY Metro, Upstate, and Midstate regions. Expertise in capacity management, absence control, dispatch operations, IT integration, and HR collaboration drives significant improvements in scheduling and workforce efficiency. Achievements include a 60% reduction in overtime costs, streamlined processes across multiple regions, and scalable models for cross-departmental collaboration. Bilingual in Spanish and recognized for a consultative leadership style prioritizing clarity, adaptability, and resilience in fast-paced environments.
Overview
26
26
years of professional experience
Work History
Supervisor, Operations & Support
Verizon Communications
12.2018 - 12.2025
- Directed operations for 10,000 employees across three regions, ensuring seamless collaboration between capacity, absence, dispatch, IT, and HR.
- Recognized for expanding operations into two new regions, streamlining scheduling processes and reducing errors by 30%.
- Partnered with IT & HR to implement real-time dashboards, reducing downtime and improving escalation paths.
- Cut overtime by 60% using a forecasting tool I designed, while maintaining service level objectives.
- Supervised a team of 5–24 direct reports, providing training, coaching, and conflict resolution in alignment with union agreements.
- Delivered daily forecasting models and workforce analytics to senior leadership, aligning staffing with service demands.
- Attended Maryland absence dashboard meeting to improve workforce systems integration across regions.
Dispatch Acting Manager
10.2011 - 12.2018
- Managed daily dispatch for Midstate repair/installation orders, balancing manpower vs. workload using VRepair, OPTIX, WFADO, and DRC Work Manager.
- Oversaw workforce planning for 3,000 technicians and 250 associates across 14 work groups, achieving 90% call service levels.
- Led workforce migration projects (Hi-Tech, Construction, Specials Technicians EC migration) with minimal service disruption.
- Strengthened union/management relationships, fostering collaboration and reducing escalations.
Administrative Assistant
12.1999 - 10.2011
- Supported field technicians by recording job completions, updating schedules, and managing customer appointments.
- Coordinated daily FIOS/CORE installation and repair tickets, ensuring timely service delivery.
- Handled rescheduling, escalations, and troubleshooting through WFADO, VRepair, and IVAPP systems.
Education
Master of Science - Accountancy
University of Phoenix
01.2014
MBA - Marketing
University of Phoenix
01.2010
Bachelor of Science - Business Marketing
University of Phoenix
01.2007
Skills
- Leadership in strategic operations
- Workforce integration management
- Cross-department collaboration
- Bilingual communication (English/Spanish)
- Windows 10 (Excel, Word, PowerPoint, Outlook) AVAYA ACD VForce VZOnTime DRC Toolkit Verint Google Suite IEX/NICE WFA OPTIX Workday Capacity Management Tool
- Team building
- Workflow management
- Employee motivation
- Task delegation
- Strategic planning
- Decision-making
- Process improvement
- Operations management
- Verbal and written communication
- Processes and procedures
- Coaching and mentoring
- Payroll processing
- Training and mentoring
- Attention to detail
- Relationship building
- Complex Problem-solving
- Analytical thinking
- Conflict resolution
- Documentation and reporting
Accomplishments
- Certificate of Appreciation for “Outstanding Teamwork” – strengthened relationships between management and union in the field by attending Performance+ meetings between the two and assisting with explaining center processes, as well as creating and distributing materials to assist with the adoption and understanding of these processes.
- Collaborated with absence, field, IT, HR teams in the development of Absence Dashboard.
Languages
Spanish
Native or Bilingual
Timeline
Supervisor, Operations & Support
Verizon Communications
12.2018 - 12.2025
Dispatch Acting Manager
10.2011 - 12.2018
Administrative Assistant
12.1999 - 10.2011
MBA - Marketing
University of Phoenix
Bachelor of Science - Business Marketing
University of Phoenix
Master of Science - Accountancy
University of Phoenix