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Hi, I’m
Theresa Sampy
Murfreesboro
Summary
Results-driven professional with extensive expertise in business analytics and data-driven decision-making. Proven success in generating actionable insights and optimizing processes to enhance operational efficiency. Recognized for fostering effective team collaboration and thriving in dynamic environments. Proficient in data interpretation and strategic planning, consistently delivering solutions that align with organizational goals.
Overview
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Work History
Verizon
Senior Analyst
2022 - Current (3 education.years_Label & 11 education.months_Label)
Job overview
- Developed and implemented process improvements that enhanced operational efficiency across departments.
- Analyzed vendor performance metrics to identify areas for improvement and cost savings.
- Collaborated with cross-functional teams to align analytics with organizational goals and objectives.
- Led training sessions for vendor leadership to upskill and align with Statement of Work.
- Conducted regular audits of vendor contracts to ensure compliance with company policies.
- Collaborated with cross-functional teams to streamline vendor onboarding procedures.
- Facilitated training sessions for staff on vendor management best practices and systems usage.
- Facilitated regular vendor review meetings to discuss performance issues, address concerns, and explore opportunities for process improvements.
- Developed strong partnerships with key vendors, fostering a collaborative environment for mutual success.
- Evaluated current processes to develop improvement plans.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
Verizon
Supervisor
2006 - 2022 (16 education.years_Label)
Job overview
- Supervised team operations to enhance customer service delivery and satisfaction.
- Implemented training programs to improve staff performance and product knowledge.
- Resolved escalated customer issues, ensuring timely and effective solutions.
- Analyzed customer feedback to identify trends and drive service improvements.
- Led initiatives focused on reducing call handling time while maintaining service standards.
- Mentored new supervisors in best practices for team management and customer engagement.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Created customer support strategies to increase customer retention.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Led by example, handling complex customer issues personally to ensure high standards of service.
Verizon Wireless
Offline Operations Lead
04.1999 - 03.2006
Job overview
- -Responsible for managing, training, motivating, 20 Offline Operations representatives to several processes including EPP, Call Center Incentives, Written Correspondence, Internet Response Executive Escalations, Process Development and Improvement
Education
Strayer UniversityTennessee, United States
BBA from Business Administration
01-2025
University Overview
- Education Level: BBA
- Degree Details: Business Administration
- Date Acquired: 2025
- Major: Business Administration
- School: Strayer University
- 3.89 GPA
- summa cum laude graduate
Skills
- Process improvements
- Project management
- Root-cause analysis
- Documentation and reporting
- Process enhancement
- Strategic planning
- Time management
- Verbal and written communication
- Team building and leadership
- Training and mentoring
- Performance management
- Adaptability and flexibility
Accomplishments
- Lean Thinking Certified (2020)
- Green Belt Training (2020)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Full Professional