Courtney Hernandez

Led a comprehensive business transformation project, in collaboration with key stakeholders from Network Assurance and Systems, delivering an integrated management dashboard that is staged to achieve $1.9M in annual operational efficiencies. Supported change management to resolve defects and quality issues while driving high adoption rates.

Brought together subject matter experts from Network Assurance, Network Management, Maintenance Engineering and Network Systems, to execute a key strategic initiative geared to improve quality results tied to the maintenance of the Radio Access Network; delivering efficiencies, reduced operating costs, and ultimately an improved customer experience with quicker response and resolution times.

Partnered with frontline teams to identify critical business challenges, developed root cause analyses, and implemented lasting solutions, that are designed to save millions of dollars through capacity creation annually.

Using Verizon Lean Six Sigma (VLSS) methodologies, conducted data analysis to aid in decision making, while driving opportunities for improvement, actionable insights and measurable performance enhancements.

Facilitated regular cross-functional team meetings, action planning, and VLSS Workshops; presenting project status and results to C-suite executives and other business leaders.

Led and developed a team of 5 Senior Project Managers to simplify Verizon’s wireline service delivery, managing service migrations from copper to fiber networks; achieving a 95% on time completion rate, contributing to the shut down over 70 switches in 3 years.

Initiated and led a significant cross-functional process improvement project, with success in reducing the upfront processing time for High Voltage Protection Network Engineering cases by 47% in the Northeast.

Facilitated and led multiple process improvements, using curiosity and self-motivation, to deliver millions of dollars in costs savings and reduced resource spend over a two year period.

Managed stakeholder relationships with internal and external stakeholders, including Engineering, Operations, Sales/Program Management Offices, Legal/Regulatory, to align strategies and implement customer solutions efficiently.

Implemented a project management framework that improved tracking, reporting, and visibility into disconnect completion rates, reducing cycle overruns by 20% .

Supported significant customer and government interactions, managing inquiries and customer escalations related to migration and product withdrawal strategy.

Conducted performance reviews and regular, ongoing feedback and coaching to team members, fostering professional growth and development.

Led customer-facing engagements to transform the Verizon network from copper to fiber under a multi-billion dollar program.

Recommended and implemented alternative customer solutions to reduce premise-based equipment costs; saving over $400K in the first year.

Maintained daily contact with internal and external stakeholders, ensuring program continuity and successful project completion.

Organized product trials to replace critical life-safety circuits, increasing revenue through the implementation of alternative solutions.

Identified and addressed operational challenges and process gaps, performing root cause analysis and integrating improvements.

Removed service delivery roadblocks through research and collaboration with responsible parties.

Created and executed a comprehensive plan prioritizing migration efforts for Enterprise customers; including Gov/Ed, Federal agencies.

Utilized agile project management to expedite migration for the City of Mt Vernon (NY) and schools, ensuring timely project completion.

Provided direct guidance to project management and communications teams for technical solutions and migration planning

Managed lifecycle governance for high-value, enterprise clients, establishing a Continual Service Improvement (CSI) roadmap.

Developed and maintained SharePoint sites for process and contract documentation.

Created a SharePoint site for the State of Rhode Island blanket contract, aiding Inside Sales, as well as Service and Delivery.

Project Managed the City of Boston and Boston Public Schools migration to IP Trunking/VoIP; managing 50+ migrations.

Partnered with Global Project Management on the high-profile UCCaaS project for Harvard University, improving Day 2 processes and maintaining process documentation.

Developed risk mitigation strategies to ensure service levels and manage KPIs.

Delivered weekly, monthly, and quarterly business reviews to the executive-level clients, supporting the Harvard University UCCaaS project.

Led and developed a team of Senior Analysts, consistently exceeding commitments and operational objectives.

Promoted continuous process improvements to enhance customer support and grow account revenue.

Increased corporate profitability by leading a team to identify billing anomalies, driving an annual revenue increase of $200K+ within 3 months.

Maintained and updated a SharePoint site for service order entries, training 100+ representatives on its use.

Supervised union-represented Service Representatives in the Utica, NY CABS ordering team.