Debra Cullen
Aston,PA
Summary
Reliable Area Manager successful at operating in high-volume, fast-paced environment. Skilled in leading teams to meet objectives on stringent timelines. Empowering leader with superior communication and collaboration abilities demonstrated over 20 years of management performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Area Manager - Operations
Verizon
06.2021 - 11.2023
- Managed a team of 8 local managers and 130 + CWA associates to ensure successful operations of daily business activities.
- Developed and implemented strategic plans to increase department productivity, quality and customer service delivery.
- Resolved conflicts promptly to promote positive environment for customers and employees.
- Analyzed customer feedback to identify opportunities for improvement.
- Facilitated organizational change by setting clear objectives and expectations.
- Ensured safety standards were met to protect employees and customers.
- Developed and maintained positive relationships with internal and external stakeholders.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Provided leadership and direction in a fast paced environment.
Call Center Manager - Technical Support
Verizon
01.2019 - 06.2021
- Managed a team of 5 supervisors and 75+ CWA associates in Philadelphia, PA and Wilmington, DE to ensure successful performance of day to day business activities.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Accountable for driving results in customer service, quality and productivity.
- Led team of selected managers to improve first call resolution results across the footprint.
Call Center Supervisor - Technical Support
Verizon
01.2016 - 12.2018
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Led a team of 20 CWA associates to provide excellent technical support and customer service.
- Developed positive relationship with local union stewards to improve results and culture in the call center.
Local Manager - Network Operations
Verizon
06.2013 - 12.2015
- Managed and motivated a diverse workforce of 20 associates to be productive and engaged in work.
- Responsible for conducting field inspections, quality reviews, and safety observations.
- Tracked and analyzed team performance and productivity and developed action plans to improve results.
- Accomplished multiple tasks within established timeframes in a high paced environment.
- Developed and maintained relationships with employees and CWA union representatives.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
No Degree - Organizational Management
Wilmington University
New Castle, DE12.2026
Skills
- Relationship Building and Management
- Operations Management
- Business Development and Planning
- Territory Management
Certification
Six Sigma Green Belt, Verizon - 2014
Timeline
Area Manager - Operations
Verizon
06.2021 - 11.2023
Call Center Manager - Technical Support
Verizon
01.2019 - 06.2021
Call Center Supervisor - Technical Support
Verizon
01.2016 - 12.2018
Local Manager - Network Operations
Verizon
06.2013 - 12.2015
No Degree - Organizational Management
Wilmington University