Debra Flowers
Cinnaminson,NJ
Summary
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills.
Overview
22
22
years of professional experience
Work History
Senior Manager Data Reporting and Analysis
Verizon
04.2025 - Current
- Established and governed the Operation’s Team’s central data repository and project management system to standardize tracking, prioritization, and visibility for active projects and reporting intake requests.
- Delivered weekly Executive Performance Insights and strategic data updates to VP and Senior Director leadership driving high level decisions on sales and customer experience KPI performance.
- Collaborated with cross-functional teams to develop data literacy and train frontline management on new metric logic, calculation methodology, and coaching insights to align with performance goals.
- Spearheaded the end-to-end development and enhancement of critical performance dashboards using Tableau, Looker, and Qlik to monitor key operational metrics for Sales leadership.
- Developed Lost Productivity Reporting for efficiency management which successfully drove a 2% improvement in overall handoffs and a 5% gain in efficiency within targeted outlier groups.
- Drove significant operational efficiencies by automating and enhancing core reporting files and performance analysis tools resulting in a centralized reliable data source
- Led a high-impact KPI logic review that identified a critical flaw in an employee and customer facing metric; partnered with the KPI owner to implement a logic correction which resulted in a 5% increase in monthly results.
- Conducted high-priority comparative analyses on performance and providing data-driven recommendations to leadership on the future workforce strategy and operational efficiency
Senior Analyst Business Intelligence
Verizon
06.2022 - 04.2025
- Led 30+ deep-dive call studies and BI analyses to diagnose marketing, tool, and knowledge deficiencies resulting in a 15% lift in channel productivity year over year.
- Delivered executive level insights and data presentations to SVP and VP stakeholders to drive strategic decisions regarding resource allocation and channel strategy.
- Developed and managed complex annual CV, OV, and BV performance goal targets across the Consumer Group Customer Success, Fios, and Inside Sales channels; adjusting targets based on performance trends as well as call and marketing forecast models.
- Governed and maintained the central BI Metric and Target Dictionary used by 100+ analysts and managers ensuring data integrity and standardization of critical performance metrics and definitions.
- Managed the full lifecycle of BI intake requests for 4 channels, delegating tasks and communicating deliverables and timelines to channel leaders/stakeholders to ensure alignment and timely project delivery.
Senior Analyst Operations Support
Verizon
03.2020 - 06.2022
- Developed and implemented a proprietary “Move the Middle” strategy that was adopted company wide by the customer experience team, driving an increase in First Call Resolution by 180 bps YoY and increased monthly customer satisfaction scores.
- Executed and managed leadership networking and volunteer events for 800+ attendees, contributing to a measurable increase in team morale and employee engagement.
- Designed and launched an Outlier Management project targeting high-impact agents which reduced Average Handle Time by 70 seconds and improved Hold Time by 27%.
- Facilitated recurring center-level connect sessions with frontline staff to conduct performance gap analysis, review weekly results, and promote a data-driven coaching culture.
- Collaborated cross-functionally with Central Tech Support to redesign the sign-on and ticket escalation process, resulting in an 11% reduction in FTE labor costs due to improved efficiency.
Supervisor - Technical Support
Verizon
12.2018 - 03.2020
- Utilized a customer focused data-driven approach to managing a team of 15+ Technical Support agents, driving a 5% decrease in handoffs and achieving the highest team First Ticket Resolution in the region for 2019.
- Developed and executed a process efficiency project that exposed high-impact agents responsible for 16% of all 2 hour repeat tickets; successfully implemented a corrective action plan to mitigate $300K in repeat service costs monthly.
- Achieved Top 10 ranking multiple times across First Ticket Resolution and Dispatch Efficiency KPIs, demonstrating successful team management and performance accountability.
- Designed and launched an Agent Peer Mentoring Program focused on career development which led to four team member promotions and sustainable improvement in critical team KPIs.
Fiber Customer Support Analyst
Verizon
04.2017 - 12.2018
- Developed a specialized training and functional work share program for the Fiber team, resulting in an estimated 10% reduction in customer handoffs and an increase in departmental revenue.
- Selected for a 6 month temporary promotion to Supervisor, successfully leading a team of 13 customer support agents and meeting all critical KPIs during the assignment.
- Achieved sustained top-tier performance by maintaining an overall balanced scorecard of 103.8% throughout 2017, demonstrating consistent excellence in customer experience and efficiency metrics.
IT Support Technician
Amazon
09.2012 - 04.2017
- As a key member for the IT Expansion Team, spearheaded the successful launch and full IT build-out for five new Amazon fulfillment/operations buildings, ensuring readiness for thousands of employees.
- Managed critical vendor relationships and technical escalations to resolve network outages and performance issues contributing to an increased network availability rate across supported facilities.
- Designed and implemented a standardized IT onboarding program for new hires and technicians, reducing average training time by 15% and accelerating time to productivity.
- Engineer and deployed a new centralized ticket tracking database which drove a 20% decrease in system downtime and significantly reduced escalation volume within the IT support queue.
Signal Support Specialist
US Army
10.2003 - 08.2011
- Managed end-to-end logistics and high-stakes communications planning for two deployments in support of Operation Iraqi Freedom, ensuring continuous Operational Readiness for a 1000+ soldier Battalion.
- Directed the inventory, security, and preventative maintenance for over $3M in sensitive tactical communications and network infrastructure assets.
- Supervised daily IT and tactical communications support operations for the Battalion Command team and Divisional General Staff maintaining mission-critical communications 24/7.
- Authored and implemented comprehensive Standard Operating Procedures (SOPs) for the Signal Support Team, standardizing training and improving operational reliability and readiness across the Battalion.
Education
Associate of Science - Communications
Salem Community College
Carney's Point, NJSkills
Strategic planning, Operations management, Process Improvement, Data Visualization, Leadership & Development, SQL, Looker, Tableau, Teradata, GCP, Data analytics
Timeline
Senior Manager Data Reporting and Analysis
Verizon
04.2025 - Current
Senior Analyst Business Intelligence
Verizon
06.2022 - 04.2025
Senior Analyst Operations Support
Verizon
03.2020 - 06.2022
Supervisor - Technical Support
Verizon
12.2018 - 03.2020
Fiber Customer Support Analyst
Verizon
04.2017 - 12.2018
IT Support Technician
Amazon
09.2012 - 04.2017
Signal Support Specialist
US Army
10.2003 - 08.2011
Associate of Science - Communications
Salem Community College