Geraldine Meyer
Supervisor
South Jordan,UT
Summary
Dynamic leader with extensive experience at Verizon, driving high-performance teams through process optimization and strategic project management. Proven track record in reducing churn and enhancing employee retention while leveraging strong problem-solving abilities and Lean Six Sigma expertise to achieve organizational goals. Passionate about coaching and mentoring talent for success.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Supervisor Payment Services
Comcast/Xfinity
Sandy
09.2019 - Current
- Identified and implemented process improvements which resulted in a reduction of workforce by 4 full time employees
- Partnered cross functionally with training to department to initiate a process which resulted in high rate of employee retention and reduced training period
- Support team through cultural and technical changes to a rapidly deployed work from workforce based on changes due to the pandemic
- Coached and mentored employees to achieve company and personal goals
Supervisor Business/Government Technical Support
Verizon
Salt Lake City
05.2015 - Current
- Strategically drove and developed high performance technical support teams to deliver on KPI's each month
- Evaluated job performance, set targets, coached, provided resolution in escalated situations
- Reduced repeat calls by 3% and average handle time by 400 seconds, by analyzing data and leveraging tools that provided actionable insights that drove performance, productivity, and optimal efficiency
- Fostered a collaborative, inclusive work environment resulting in employee retention and promotions
- Identified issues promptly and notified all stake holders immediately regarding potential project delays
- Established relationships with all stakeholders, including management, local leaders and enterprise customers through active listening, positive engagement and problem-solving skills
- Successfully led key projects which resulted in lead to increased communication and reduced resolution time by 30%
Supervisor Business/Government National Operations
Verizon
09.2014 - 05.2015
- Created a workflow process that enabled department to work on a national level rather local resulting in a workforce reduction of 20%
- Administer policies and procedures and initiates corrective action as necessary
- Managed Level of absences and return to work processes for about 200 employees
- Managed and created attendance initiatives to encourage attendance
- Developed and analyzed reporting, making recommendations to various departments
Customer Service Supervisor
Verizon
Salt Lake City
03.2010 - 05.2015
- Established relationships with all stakeholders to ensure efficiency and customer retention
- Reduced Churn by 2%
- Supervised, motivated and drove top results of teams consisting of 13+ representatives
- Involved in multiple representative and leadership development programs within Salt Lake City call center
- As part of the hiring team had an 85% stick rate for selected candidates with the company of 2 years or more
- Achieved “Top 10” Supervisor ranking each year
- Consistent leader within center regarding loyalty efforts and results
- Successfully mentor and assisted 20+ employees to promotions within company
- Assisted peers with successful documentation of attendance and behavioral plans
Associate Director, West Area, Customer Service
Verizon
08.2005 - 08.2010
- Directly managed 11+ technical support supervisors and led team of 120+ technical support team members to drive top KPI results
- Responsible for planning and implementation of multiple center initiatives
- Developed and trained new Supervisors for their role
- Successfully managed and partnered on multiple center and enterprise level projects, working with Senior Level leadership teams throughout the organization
- Created and Managed a Loyalty Program that was best in region
- Developed programs for certification, leadership engagement, technical support coaching model/customer experience, revenue generation and enhancement of tools and processes
Associate Director, Customer Service
Verizon
Columbia
08.2004 - 08.2005
- Directly managed 11+ technical support supervisors and led team of 160+ technical support team members to drive top KPI results
- Responsible for planning and implementation of multiple center initiatives
- Hiring point of contact for the center ensuring staffing levels meet with forecasted service levels and projected attrition
- Managed multiple projects at Center and Area level to drive quality and improved customer satisfaction by 10%
Customer Service Supervisor
Verizon
Salt Lake City
08.2001 - 08.2004
- Responsible to drive team (13+ employees) results on key performance metrics by coaching, motivating and training care and technical support supervisors and representatives
- Assisted with the hiring of employees to staff a new call center of 600 employees in Salt Lake City
- Managed Attendance for new hires and trained supervisors on the attendance policy
- Managed, coached, developed and motivated teams of up to 30 members during the initial start up of the call center
Technical Support Supervisor
Verizon
Houston
08.2000 - 08.2001
- Supervised, motivated and drove top results of teams consisting of 13+ representatives
- Responsible for transitioning call traffic to vendor
- Successfully mentored and assisted 15+ employees to promotions within company
- Created a specialty team to resolve complex data issues for our enterprise customers resulting in retention and improved quality results
Skills
- Team leadership
- Business development understanding
- Project Management
- Process optimization
- Lean Six Sigma Certification
- Report generation
- Microsoft Office expertise
- Problem-solving abilities
- Organizational strengths
- Coaching and mentoring
Certification
- Leadership Essentials Certificate
- Microsoft Office Specialist (MOS)
- Results-Based Leadership
- Coaching for Success
- Writing Performance Appraisals
- Generating Creative and Innovative Ideas: Enhancing Your Creativity
- Respectful Workplace: Civil Treatment for Leaders
- The Voice of Leadership: Inspirational Leadership
- Management Essentials
Timeline
Supervisor Payment Services
Comcast/Xfinity
09.2019 - Current
Supervisor Business/Government Technical Support
Verizon
05.2015 - Current
Supervisor Business/Government National Operations
Verizon
09.2014 - 05.2015
Customer Service Supervisor
Verizon
03.2010 - 05.2015
Associate Director, West Area, Customer Service
Verizon
08.2005 - 08.2010
Associate Director, Customer Service
Verizon
08.2004 - 08.2005
Customer Service Supervisor
Verizon
08.2001 - 08.2004
Technical Support Supervisor
Verizon
08.2000 - 08.2001
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