Summary
Overview
Work History
Education
Skills
Certification
Work Availability
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Bennae Floyd

Bennae Floyd

Support Manager
Greenville,SC

Summary

Bennae is a strategic and experienced leader who applies critical thinking and best practices to find solutions. She's passionate about building well diverse teams to align and provide a collaborative effort for a project's success and stakeholder's satisfaction. She's a great communicator who coordinates and effectively partners with cross-functional teams, internal and external stakeholders to provide the most efficient ways to work and complete tasks and projects.


Bennae is certified in Lean Thinking, Agile Mindset, Six Sigma Green Belt, Verizon Scrum Master and Agile Product Owner. Her vast knowledge and experience in Agile, building positive partnerships, and passion to serve others set her a part from other leaders.

Overview

10
10
years of professional experience
5
5
Certifications

Work History

Onsite Support Coach

Verizon Wireless
Greenville, SC
06.2022 - Current

Virtual & Onsite Support:

-Partnering to influence the new hire experience and associated metrics.

-Leading groups through change and disruption. Being comfortable with defining, researching and challenging current processes as well as bringing people together to support and advance a chosen strategy.

-Identifying key people, processes, and system barriers to achieving success.

-Providing value-added feedback to leadership on methods to improve coaching, call handling, and increasing knowledge of processes and procedures to drive quality improvement.

-Providing objective analysis and actionable feedback will help leaders drive strategic planning and improved performance.

-Tracking all technology project deliverables for new sites and movement of work, identify and complete tasks, resolve issues and mitigate risks.

Strategic Partnership Channel -Partner Suppo

Verizon Wireless
Greenville, SC
04.2022 - Current

-Proactively identify efficiencies and resolve disconnects to maximize process/project effectiveness.

-Conduct audits, track KPI performance, and provide necessary feedback to draft and/or update processes and procedures for partners. -Act as Subject Matter Expert, Go To Person for Partner Support.

-Research call drivers, analyze data, and tracking KPI metrics, such as one resolution, and increasing revenue generation.

-Identify key people, process, and system barriers to achieving success. -Identify gaps and areas for improvement and evaluate their significance and potential business impact to improve process effectiveness, drafting outlines for processes and procedures.

-Leading groups through change and disruption. Being comfortable with defining, researching and challenging current processes as well as bringing people together to support and advance a chosen strategy.

Support Coordinator

Verizon Wireless
Greenville, SC
05.2016 - Current

-Managed performance metrics, performed quality audits, analysis for call drivers, reported findings, presented solutions and initiated employee coaching.

-Managed employees to promote change, employee engagement, and working environment.

-Effectively handled multi-task responsibilities at once.

-Detailed to ensure project meets all the business' standards and goals.

-Partnered and collaborated with key stakeholders to develop communication plans and impact mitigations.

-Mid-level Management, Direct Lead for frontline agents, and providing detailed written closing responses.

-Drafted and launched processes and procedures for improvement, led initiatives to increase KPI metrics.

-Validated data, analyzed trends and communicated findings.

-Delivered and facilitated trainings in virtual environment.

Executive Relations - Operations

Verizon Wireless
Greenville, SC
05.2021 - 11.2021

PROJECT MANAGER

-Led and actively participated on project teams to ensure conformity of guidelines, standards, processes and methodologies.

-Facilitated project briefs and ensured quality and strategic alignment of deliverables.

-Communicated written and verbal status for open projects across all levels of leadership through reporting, presentations, and meetings.

-Proactively initiated projects and initiatives to increase KPI metrics, profitability tools and resource.

-Partnered with cross functional teams and leadership to address issues and concerns within ways of working across all levels of the business.

-Resolved conflicts and provided operational support to enhance team efficiencies, to exceed corporate objectives.

-Analyzed data, monitored performance, and KPI metric reports.

Education

Master of Science - Project Management

Bellevue University
Bellevue, NE
05.2001 -

Bachelor of Science - Information Technology

Bellevue University
Bellevue, NE
05.2001 -

Associate of Arts - Management Information Systems

Greenville Technical College
Greenville, SC
05.2001 -

Skills

SAFe Agile

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Certification

CAPM - Certified Associate in Project Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson

Timeline

Onsite Support Coach

Verizon Wireless
06.2022 - Current

Strategic Partnership Channel -Partner Suppo

Verizon Wireless
04.2022 - Current

Executive Relations - Operations

Verizon Wireless
05.2021 - 11.2021

Support Coordinator

Verizon Wireless
05.2016 - Current

Master of Science - Project Management

Bellevue University
05.2001 -

Bachelor of Science - Information Technology

Bellevue University
05.2001 -

Associate of Arts - Management Information Systems

Greenville Technical College
05.2001 -
Bennae FloydSupport Manager