Helene Penner
Cicero,NY
Overview
28
28
years of professional experience
Work History
Interim Staff Representative
Communications Workers of America, District 1
12.2024 - Current
- Providing strategic support and representation for union activities at the district level
- Acting as a liaison between locals and district leadership to address key issues
- Supporting grievance and arbitration processes across multiple locals within the district
Local Organizer/Mobilizer – District 1
Communications Workers of America, Local 1123
04.2023 - Current
- Coordinating and participating in mobilization activities to engage and activate union members
- Supporting organizing campaigns and ensuring compliance with District 1 policies
- Collaborating with local leadership to foster strong member engagement and union growth
Fiber Network Technician – Fiber Solutions Center/Service Fulfillment Center
Verizon
03.2013 - Current
- Daily resolving and implementing solutions in coordination with various departments with Tier 2
- Fault isolation testing to resolve customers and close Tier 2 ticket reports
- Dispatching technicians when required
- Interacting with internal and external customers to resolve and close trouble reports for fiber-based voice, data, and video services
- Evaluation & resolution of provisioning fallout for fiber-based voice, data, and video services
Executive Vice President – CWA Local 1123
Communications Workers of America, Local 1123
08.2013 - 04.2023
- Working alongside my Executive Board to enhance and develop existing Union policies and practices
- Keeping Union stewards up to date on all Union procedures
- Investigating, filing, and presenting grievances on behalf of Union members
- Attending Coordinating Council, District One meetings, and Convention
- Attending Steward and Membership meetings regularly
- Participating in mobilization activities, while encouraging CWA members to do the same
- Performing whatever duties as may be assigned by the Local, the Local Executive Board, the District Vice President, or the Local President
- Hearing grievances at the 2nd and 3rd step levels, and supporting arbitration cases as they arise
- Assisting members with FMLA/FCL/NY Paid Leave
- Actively collaborating with Members on disability who are working with Met Life/Sedgewick
- Proficient in a vast knowledge of the Absence Control Plan and an understanding of all steps in the administration of the Absence Control Plan
- Full knowledge of what steps to take to assist members with absence issues
- Actively attending quarterly and yearly seminars regarding the continual changes in the Labor industry
Chief Steward - CWA Local 1123
Communications Workers of America, Local 1123
08.2008 - 08.2013
- Oversaw stewards and the 1st grievance process
- Worked to keep familiarized with the contract on an ongoing basis
- Updated Union Members on the latest CWA news and issues
- Investigated, filed, and presented grievances to the appropriate managers when necessary
- Kept Union Members informed regarding the status of their grievances
- Worked with the District Vice President to actively retain membership
- Attended steward and membership meetings regularly, and participated in mobilization activities, along with encouraging CWA members to do the same
- Performed whatever duties were assigned by the Local, the Local Executive Board, the District Vice President, or the Local President
Fiber Customer Support Analyst
Verizon
11.2005 - 03.2013
- Served as the initial point of contact for provisioning and maintenance inquiries for fiber-based services
- Diagnosed and resolved customer issues, including network troubleshooting and configuration
- Assisted with service activation for voice, data, and video services
- Issued and managed service orders, ensuring prompt resolution and customer satisfaction
Steward – CWA Local 1123
Communications Workers of America, Local 1123
01.2000 - 08.2008
- Worked to keep familiarized with the contract on an ongoing basis
- Updated Union Members on the latest CWA news and issues
- Investigated, filed, and presented grievances to the appropriate managers when necessary
- Kept Union Members informed regarding the status of their grievances
- Worked with the District Vice President to actively retain membership
- Attended steward and membership meetings regularly, and participated in mobilization activities, along with encouraging CWA members to do the same
- Performed whatever duties were assigned by the Local, the Local Executive Board, the District Vice President, or the Local President
Customer Support Administrator – Verizon Repair Resolution Center
Verizon
05.1998 - 11.2005
- Receiving inbound customer calls and actively listening to identify their issues
- Building customer relationships, earning their loyalty and trust
- Troubleshooting problems and resolving a range of customer issues from device to billing, to service concerns; to determine any necessary changes
Administrative Assistant – Service Order Completion Center/Dispatch Center
Verizon
05.1997 - 05.1998
- Screening of service orders to alleviate unnecessary technician dispatches
- Collaborating with technicians to determine what their installation was calling for
- Dispatch technicians on their jobs along with completing technician’s orders
Skills
- Customer relations skills
- Strong teamwork
- Customer service expertise
- Data entry
- Scheduling and coordination
- Customer support
- Leadership qualities
- Customer service
- Schedule coordination
- Attention to detail
- Teamwork and collaboration
- Time management
- Analytical thinking
- Active listening
- Multitasking
- Interpersonal communication
- Relationship building
- Task prioritization
- Conflict resolution
- Project planning
- Written communication
- Data analysis
- Problem-solving abilities
- Teamwork
- Reliability
- Contract negotiation
Timeline
Interim Staff Representative
Communications Workers of America, District 1
12.2024 - Current
Local Organizer/Mobilizer – District 1
Communications Workers of America, Local 1123
04.2023 - Current
Executive Vice President – CWA Local 1123
Communications Workers of America, Local 1123
08.2013 - 04.2023
Fiber Network Technician – Fiber Solutions Center/Service Fulfillment Center
Verizon
03.2013 - Current
Chief Steward - CWA Local 1123
Communications Workers of America, Local 1123
08.2008 - 08.2013
Fiber Customer Support Analyst
Verizon
11.2005 - 03.2013
Steward – CWA Local 1123
Communications Workers of America, Local 1123
01.2000 - 08.2008
Customer Support Administrator – Verizon Repair Resolution Center
Verizon
05.1998 - 11.2005
Administrative Assistant – Service Order Completion Center/Dispatch Center
Verizon
05.1997 - 05.1998
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