Deborah Fraser
Salem,NH
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 29 years of valuable call center and operations expertise in the technology and communications industry. Attentive to detail with experience in coordinating projects, programs and improvements.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
29
29
years of professional experience
Work History
Program Manager
Verizon Communications
Home Based
02.2022 - Current
- Improved program efficiency
- Managed cross-functional teams for successful project completion
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
GTC Readiness & Ops Manager
VCM
Lowell, MA
04.2019 - 01.2022
- Developed and executed strategic plans for achieving targeted business growth and profitability.
- Consult on cross-functional teams to successfully complete projects on time and within budget constraints.
- Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
- Increased customer satisfaction by implementing service improvements based on feedback analysis.
- Ensured regulatory compliance by maintaining up-to-date knowledge of industry standards
National Training Delivery Manager
VCM
Lowell, MA
07.2014 - 03.2019
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Supported company growth by identifying skill gaps and developing targeted training initiatives.
- Streamlined onboarding processes for new hires, reducing time to productivity for employees.
- Created engaging instructional content that catered to diverse learning styles, enhancing participant comprehension.
- Facilitated train-the-trainer workshops for internal subject matter experts
- Championed a culture of continuous learning throughout the organization
- Evaluated success of training programs and recommended improvements
- Conducted orientation sessions and organized on-the-job training for new hires.
- Directed field training to enhance participants' skills.
- Implemented new learning strategies depending upon employees' skill levels.
Operations Sales Supervisor
Alt Channels
Littleton, MA
03.2013 - 09.2014
- Boosted sales by implementing effective training programs employees.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
- Achieved sales targets consistently
- Conducted regular performance evaluations, and implementing necessary action plans.
- Mentored junior staff members, fostering career progression within the organization.
- Coordinated promotional events to showcase product offerings effectively.
- Promoted exceptional customer service by engaging clients on sales floor.
Training Delivery Manager
Verizon Communications
Andover, MA
11.2008 - 12.2010
- Coordinated communications and training delivery to employees and field personnel.
- Reviewed functional design, processes and training strategy in advance of training delivery.
- Evaluated training delivery methods to optimize effectiveness.
- Achieved consistent positive feedback from trainees via interactive learning techniques during sessions.
- Facilitated regional training events, resulting in improved team performance and collaboration across departments.
- Maximized participant engagement by incorporating real-life scenarios into training materials and exercises.
- Delivered high-quality training sessions, ensuring all participants acquired necessary skills and knowledge for their roles.
Education
Masters of Science - Industrial And Organizational Psychology
Southern New Hampshire University
Manchester12.2022
Bachelor of Science - Business Administration
Emmanuel College
Boston, MA12.2012
Skills
- Customer Service
- Operations Management
- Project Management
- Process Improvement
- Training and Development
- Work Planning and Prioritization
- Policy and Procedure
- Proficient in MS Office Suite, Google Suite
- Volunteer Management
- DEI
- Agile Mindset
Accomplishments
- Recognized for successfully leading one of the highest CMB headcounts to ensure 24/7 operation in the CSSC.
- Meeting and exceeding targets is not optional
- Recognized for contribution in Optix Cutover across VCM footprint
- Graduated Magna Cu Laude from Emmanuel College
- Invitational Member of The National Society of Leadership and Success
- Involved in successful grassroots effort to change policy language at state level: NH HB1319
- Success in changing ANTHEM BCBS SOC for Trans-Health Care to include adolescent approval for gender affirming surgery.
- Possess Graphic Design Skills
- Microsoft Office Suite
- Web enabled applications
- Proficient in Microsoft Excel
- Proficient in data analysis
- Proficient in Microsoft PowerPoint
- Business Manager of Non-Profit organization
- Check out my support website for families in crisis: http://LovingOliver.org
Timeline
Program Manager
Verizon Communications
02.2022 - Current
GTC Readiness & Ops Manager
VCM
04.2019 - 01.2022
National Training Delivery Manager
VCM
07.2014 - 03.2019
Operations Sales Supervisor
Alt Channels
03.2013 - 09.2014
Training Delivery Manager
Verizon Communications
11.2008 - 12.2010
Masters of Science - Industrial And Organizational Psychology
Southern New Hampshire University
Bachelor of Science - Business Administration
Emmanuel College