Glyniss Forbes

Core Responsibilities:

• Service Assurance Leadership: Providing end-to-end service assurance support for strategic wholesale accounts, both domestically and internationally.
• Customer Advocacy: Acting as a primary liaison between Verizon and key customers, managing expectations, analyzing trends impacting customer experience, and fostering strong relationships.
• Process Improvement & Automation: Championing and implementing automation initiatives to streamline business processes and communication between Verizon and customers.
• Technical & Process Support: Serving as a daily resource for resolving technical and process issues between Verizon and customers, including assisting account teams with technical operations and maintenance.

Specific Activities & Achievements:

• Performance Management:Maintain regular communication with assigned customer contacts to understand and manage performance and service expectations.
  Deliver and lead service reviews, focusing on Request for Resolution (RFR) and Mean Time to Repair (MTTR) reporting.
  Proactively develop and nurture existing client relationships.
  
• Escalation Management:Address escalations with urgency, identifying root causes of problems and implementing solutions.
  Frequently cover for the Executive Escalations Manager, handling escalations from director to VP levels.
  
• Conducted training and analysis to increase eBonding utilization.
  Provided monthly reports to senior management (CL/Level 3) to track progress towards a 90% utilization goal.
  
• Proactive Outage Management:Proactively engaged with tickets for long-duration outages.
  Focused on reducing MTTR and aligning targets across all managed accounts.
  
• Performance Reporting & Optimization:Ensured MTTR reporting visibility during monthly review calls.
  Identified and addressed major issues by leveraging tools, techniques, and best practices to optimize systems, processes, and personnel for continuous improvement.
  
• Team Leadership & Development:Trained incoming managers and provided ongoing coaching.
  Created guidelines and processes for weekend on-call duty.
  
• System Issue Identification & Resolution:Identified and resolved a critical error in a Verizon system that significantly impacted MTTR.
  

Leadership & Management:

• Managed Metric Validation Center: Oversaw operations, data analysis, and reporting.
• Supervised Associate Team: Provided guidance, training, and performance management.
• Developed and Managed New Team: Built and led a team focused on quality management.
• Business Process Owner: Took ownership of maintenance metrics accuracy and quality.
• Account Manager: Managed key customer relationships and addressed escalations.
• Training Coordinator: Coached, trained, and mentored employees.
• Coordinated Relocation: Managed logistics for moving employee workgroups.

Data Analysis & Reporting:

• Delivered Monthly Scorecards & Reports: Provided timely performance insights to all levels of management.
• Extracted, Manipulated, & Analyzed Data: Worked with large datasets from multiple sources to ensure accuracy.
• Performed Root Cause Analysis: Identified and addressed issues, resulting in significant cost savings.
• Data Analysis for Performance Improvement: Contributed to penalty reductions through data-driven insights.
• Managed Metric Validation Methods: Established and implemented data quality procedures.

Customer Service & Support:

• Supported Customer Care Organization: Provided metrics and ad hoc reporting.
• Managed Higher Level Escalations: Resolved complex customer issues.

Administrative & Operational Skills:

• Administrative Assistant: Managed meeting logistics, calendars, scheduling, and content.
• Call Center Experience: Utilized Avaya ACD system and managed adherence reports.
• Absence Administrator: Ensured accurate reporting and documentation.
• Union Contract Knowledge: Proficient in attendance, leave, and time-off policies.
• SAP System Expertise: Ordered supplies, managed travel expenses, and generated reports.
• Event Coordination: Organized annual events and established a charitable initiative.

Key Accomplishments:

• $30M+ Savings: Through root cause analysis, identified and addressed issues leading to significant cost savings for Verizon.
• Met Overtime Objectives: Effectively managed workload and cross-trained associates.
• Successful Event Planning: Coordinated well-received annual events and a charitable partnership.

• Network Transformation Expertise:
• Represented Verizon Partner Solutions in complex network transformation initiatives.
• Successfully managed call to action circuit lists for competitive local exchange carriers (CLECs), ensuring timely migrations.
• Facilitated copper retirement and switch cutover initiatives.
• Collaborated with network transformation teams and wholesale partners to prioritize switch shutdown wire centers for seamless migrations.
• Data Analysis and Communication Prowess:
• Managed and analyzed large datasets of wholesale customer circuits using Excel to identify and proactively resolve potential issues.
• Maintained consistent and clear communication with customers throughout the migration process.
• Efficiently managed Verizon Partner Solutions’ network transformation email inbox, ensuring timely and accurate responses to inquiries.
• Process Improvement and Customer-Centric Approach:
• Collaborated with CLEC partners and internal stakeholders to optimize processes and procedures for enhanced efficiency.
• Focused on improving large job surveys and communication strategies for CLEC customers to elevate their overall experience.
• Consistently exceeded customer expectations and instilled a culture of accountability among peers for upholding program standards.
• Relationship Management and Collaborative Skills:
• Cultivated and maintained strong relationships with internal partners, including network transformation and customer contact center teams.
• Facilitated effective communication with internal and external customers through various channels, including email and conference calls.
• Conducted regular conference calls with wholesale carriers to ensure alignment and collaboration.
• Project Management and Ownership:
• Successfully managed 15 VPS customers, providing support and guidance throughout their network transformation journey.
• Successfully migrated 15,600 customer circuits off copper infrastructure in 2018.
• Managed the jeopardy list for Windstream, the largest customer account, demonstrating a high level of responsibility.
• Successfully migrated 62 FITOF circuits in fiber-ready locations.
• Collaborated with diverse teams, including foremen, engineers, technicians, and CLECs, to resolve chronic cable issues.
• Flexibility, Teamwork, and Adaptability:
• Demonstrated exceptional flexibility, dependability, and reliability in a dynamic work environment.
• Exhibited a strong willingness to collaborate across business units to achieve shared goals and surpass key performance indicators.
• Technical Skills and Software Proficiency:
• Proficient in Microsoft Office Suite, including Excel, PowerPoint, and Word.
• Experienced in utilizing various internal systems: XRM, Workflow Manager, NSOP, IVAPP, Vbuild, BDMS, Coffee Anywhere/Optix - V Repair (full access), Ventana, and SharePoint.
• Possesses working knowledge of Minimum Due Date (MDU) process and key stakeholders.
• Recognition and Accolades:
• Received six letters of commendation from CLECs and internal Verizon teams, highlighting exceptional performance and dedication.
• Recognized by Network Transformation Director at the 2017 end-of-year meeting for outstanding contributions.

This role focused on troubleshooting and resolving high-level customer escalations for wholesale and CLEC clients. This involved:

• Escalation Management: Handling executive-level and regulatory escalations from major clients like AT&T and Broadview.
• Problem Solving: Analyzing and resolving complex outages and provisioning delays.
• Team Leadership: Supervising a team of 20 repair service clerks and ensuring efficient handling of customer complaints.
• Cross-functional Collaboration: Interacting with internal teams (engineering, construction, etc.) to expedite resolutions.
• Vendor Management: Coordinating meetings with vendors and technicians for complex troubleshooting.
• Communication: Providing regular status updates to CLECs, BPUs, and other stakeholders.
• Process Improvement: Identifying cost-cutting measures and streamlining workflows.
• Technical Expertise: Designated as the sole point of contact for XRM (Re-installs, Move, or Changes) system.

Key Achievements:

• Consistently exceeded performance expectations.
• Recognized for exceptional problem-solving skills.
• Successfully reduced repeater problems by implementing innovative solutions.
• Wholesale Provisioning

This role focused on the provisioning of CLEC orders and supporting their successful implementation. Responsibilities included:

• CLEC Support: Guiding CLECs through the provisioning process and troubleshooting issues related to service installation and changes.
• Order Management: Tracking, analyzing, and resolving issues with service orders.
• Technical Support: Diagnosing and troubleshooting technical problems, providing estimated restoration times to customers.
• Documentation: Meticulously documenting all steps taken for reporting and tracking purposes.
• Collaboration: Participating in bridge calls to resolve complex outages in collaboration with Verizon technical teams.