Beth Fraze
Flower Mound,TX
Summary
Seasoned leader with more than 25 years in leadership and supervisory roles. Extensive experience in developing sound strategies, implementing solutions and sustaining key alliances to achieve excellence. Effective leadership skills assembling highly productive teams through employee training/coaching/mentorship and exceptional mobilization of teams to meet and exceed all service level metrics (KPIs).
Overview
29
29
years of professional experience
Work History
Account Executive
Frontier Communications
04.2022 - Current
- Engage with customers to understand their needs and expectations, and foster positive relationships through regular communication and check-ins
- Delivered on all aspects of customer success and client retention including established KPIs, playbook adherence, and communication requirements
- Cultivate relationships with Multifamily and HOA clients to ensure successful onboarding, maximize revenue, contract duration, and client satisfaction
- Educate customers on product features, best practices, and potential enhancements.
- Successfully manage client relationships through the construction and onboarding process, including managing internal cross-functional teams to meet property timelines for service availability
- Act as an escalation point for customer issues and work with teams to ensure timely resolution
- Drive penetration and profitability within the assigned module
Dispatch Supervisor
Frontier Communications
03.2016 - 04.2022
- Guarantee quality service by ensuring that tickets are received, distributed, and completed within the customers' specified dates
- Works closely with the Capacity team to ensure calendars are set properly for each rate center
- Ensure Minnesota's PUC results are met monthly
- Successfully led the WIMT team in the Philippines and held weekly calls covering their performance metrics
- Developed comprehensive performance reports for senior management, identifying areas for improvement and growth opportunities.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
Manager, Network Engineering
Verizon Corporate Office
08.2008 - 03.2016
- Led a diverse team of specialists, supervisors, and union personnel to deliver and exceed annual team targets
- Utilized 'Lean' principles to reduce downtime and non-value added to the quality assurance audit process
- Increased Engineering quality by 15% with the use of the checklist
- Managed multiple projects, provided timely reporting, and effectively coordinated with the planning, vendors, and sales teams.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
Manager, Telephone Number Admin
Verizon Corporate Office
02.2001 - 08.2008
- Promoted and managed a team of 40 subject matter experts in administering telephone number inventory for 475K residential and small business customers across 15 states
- Conducted interviews for new hires and worked with HR for salary offers
- Co-facilitated 4 annual meetings of Regulatory and Engineering Managers companywide, improving their understanding of Telephone Number business strategy, FCC Telephone Number Pooling Mandates, and FCC audits
- Conducted team meetings to go over weekly objectives, targets, and customer service tips.
Sales Supervisor/Trainer
GTE/Verizon
11.1994 - 02.2001
- Managed a team of 20 sales associates for landline customer service
- Trained, coached, and mentored more than 100 professional personnel
- Created and led the quality metrics engagement team
- Maintained thorough knowledge of all product and service offerings to accurately answer all questions and effectively recommend correct offerings
- Ensured all associates had daily 'feedback' on their sales goal for the week
- Ensured all employees had the highest level of training possible to ensure their success as sales representatives
- Awarded top sales team in 1995, 1996 and 1999
- Elected as the center's sales and quality specialist from 1996-1999.
Education
Bachelor of Arts -
Oklahoma State University
Stillwater, OK05.1994
High School Diploma -
Broken Arrow High School
Broken Arrow, OK05.1989
Skills
- Leadership/Team Building
- Active Listening
- Administration and Management
- Motivating and Hard Working
- Strong Networker
- Innovative
- Training and Development
- Revenue Generation
- Technologically Savvy
- Friendly
- Proficient/Outstanding Sales Person
Timeline
Account Executive
Frontier Communications
04.2022 - Current
Dispatch Supervisor
Frontier Communications
03.2016 - 04.2022
Manager, Network Engineering
Verizon Corporate Office
08.2008 - 03.2016
Manager, Telephone Number Admin
Verizon Corporate Office
02.2001 - 08.2008
Sales Supervisor/Trainer
GTE/Verizon
11.1994 - 02.2001
Bachelor of Arts -
Oklahoma State University
High School Diploma -
Broken Arrow High School
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