Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Reference
Reference
Volunteer

Janel Brough

Stanwood,WA

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

30
30
years of professional experience

Work History

Director of Operations

Ziply Fiber (Frontier Communications)
Everett, WA
03.2021 - 06.2023
  • Oversaw day-to-day production activities to meet KPI's for approximately 300 field operations employees which includes dispatch, field technician support, customer technical support and vendors.
  • Workforce Manager for Dispatch, Field Technician and Technical Support Organization (24x7).
  • Capacity Planning and schedules for 600 Field Technicians across 4 states.
  • Developed Business intelligence for all work groups to forecast trends and utilize for future headcount requirements and schedules.
  • Streamlined workflows with AI BOT and IVRU to reduce misdirects enhancing customer experience.
  • Data Analysis for forecasting, staffing, and schedules to meet service levels and ASA in all campaigns.
  • Agent and center productivity reporting to manage call handling time performance applied to forecasting model.
  • Monitoring shrinkage to balance employee and customer experience.
  • Implementing surplus targets to offset budgetary overtime needs.
  • Intra-day monitoring of all work status for schedule adherence.
  • Root Cause Analysis on all aspects (schedules, volumes, performance, forecast) to create improvement plan.
  • Headcount requirement planning in all campaigns.
  • Cross-functional partnership with call center partners to determine any potential impacts to forecasting and staffing requirements.
  • Knowledge base owner for Field Operations.
  • Responsibility for training, process creation and communication.
  • Spearheaded implementation of process improvements and project management for system enhancements and new product rollouts.
  • Analyzed customer feedback and identified areas for improvement to drive business success, achieving 30 Net promoter score in Technical Support.
  • Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.


Senior Manager

Frontier Communications
Everett, WA
06.2015 - 02.2021
  • National Support Group member, responsible for standardizing assignment and switch provisioning functions.
  • Streamlining work flows to move all work to national support structure; calls, workflow manager, email and chat.
  • Developed proposals and presentations for internal and external audiences.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives such as vendor emulation, assignment programming tool, upfront order validation, and contingency planning.
  • Cross-functional leader with other workgroups engineering, construction, call center, technical support, and Field operations to ensure tight internal processes to improve customer experience.
  • Responsibility for cutover plan to Ziply Fiber for all of Field Operations including Field Technicians, Assignment, Dispatch, Repair, Operator Services, and system administrative functions.
  • Owner of Field Operations transition playbook, included training, staffing, call routing, and support plan for all of field ops.
  • Successful transition of Field Operations, 600 employees, making it seamless to both our customers and employees.
  • Ziply Fiber: Recommended and implemented successful strategies to maximize revenue i.e. same-day activations, tech initiated provisioning.
  • Implemented productivity benchmarks across all departments to maximize company revenue, improving 24 hour customer fulfillment process of service orders.
  • Provided strong leadership to enhance team productivity and morale.
  • Consolidated vendors and renegotiated contracts to optimize cost, saving 36 K per month.
  • Produced staffing matrix to provide adequate coverage of department by consolidating various workstreams IVRU, chat, workflow manager.
  • Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives, free speed upgrades.
  • Implemented and developed operational standards, policies and procedures.
  • Fulfilled interim Ziply Fiber Director responsibilities.

Network Operations Manager

Frontier Communications
Everett, WA
07.2008 - 05.2015
  • Managed Fiber Solutions Center, span of control consisted of six supervisors, 150 technical support employees (24x7).
  • Resource management to support schedules and time off requests based on call forecasts.
  • Working closely with multiple vendor centers supporting call routing, service levels, and agent productivity to drive customer experience.
  • Reviewing call patterns to make inta-day changes to break and lunches as well as shift changes.
  • Overtime balancing and managing shrinkage to meet customer demand.
  • Managing offline time to meet customer demand.
  • Reducing expenses by offering surplus when call volumes are low.
  • Analysis performed on schedule improvements providing best coverage (i.e. schedule adherence reporting).
  • Monitoring all work statuses (i.e. call work, outbound, inbound) for efficiency and volume reduction opportunities.
  • Provided troubleshooting services in response to user-reported faults, hardware and software issues for field technicians and customers.
  • Responded to network outages and issues related to circuits, websites, vendors and telecoms.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Identified and resolved network congestion issues and bottlenecks.
  • Developed and documented network policies, procedures and standards.
  • Leading West Coast, ranked #1, exceeding sales targets (13 M), increasing profitability reducing dispatches by 10%, absence below 2%, 85% first call resolution, meeting both call handling time and net promoter score 30.
  • Leading team through culture shift as Frontier, copper-focused while introducing fiber product.
  • Frontier: Create/implement end-to-end project plan to introduce Fiber product, process, and provisioning plan to Frontier.
  • Leading system enhancement projects to reduce fiber work volume, resulting in robotic process automation while integrating into copper based areas.

Call Center Manager

Frontier Communications
Everett, WA
01.2005 - 06.2008
  • Managed Call Center with approximately ten supervisors, 365 sales associates responsible for providing customer support for sales and billing.
  • Direct reports included Resource Management, Sales Champion, Quality Champion, and off-line supervisors
  • Focused on meeting forecasted volumes, scheduling requirements while balancing shrinkage and surplus targets.
  • Moved traffic between multiple centers and coordinated resources to support peak call times for better customer experience.
  • Performed scheduling and time off requirements aligned with collective bargaining agreement and/or vendor contract.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies and productivity.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction including PUC complaints.
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Collaborated cross-functionally with headquarters, regional, marketing and door-to-door teams to maintain consistent message and experience.

Call Center Supervisor

Frontier Communications
Everett, WA
01.2002 - 01.2005
  • Managed team of 35 sales agents, responsible to take customer calls resolving billing questions and offering product and services to meet customer needs.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Effectively coached team members to reach weekly and monthly sales and call handling time, resulting in being first to attain Coach Accreditation.
  • Mentored team members to enhance professional development and continued education.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Analyzed sales data to set quotas and assess potential areas of growth.
  • Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Tracked attendance of sales representatives, resolved escalated customer complaints and effectively handled multiple projects in fast-paced atmosphere.

Resource Management Analyst

Frontier Communications
Everett, WA
01.2000 - 01.2002
  • Advised departmental managers regarding resource allocation and appropriate levels of expenditure to drive efficiently meeting call handling time objectives
  • Compiled and organized resource management data, creating new access program to efficiently manage time off requests for 300+ employees
  • Beta tests access program PATS to handle time off requests more efficiently and aligned with Collective Bargaining Agreements
  • Monitored agent work status closely for opportunities to assist
  • Solicited and scheduled overtime as needed
  • Evaluated current processes to develop improvement plans to meet or exceed service level and average speed of answer for customer satisfaction
  • Worked closely with National Resource Management Group to manage call volumes nationally based on time zones and availability

Call Center Associate

Frontier Communications
Everett, WA
11.1993 - 01.2000
  • Managed 60 customer calls per day, meeting both call handling time and monthly sales quotas.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Solved customer challenges by offering relevant products and services.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Informed customers of promotions to increase sales productivity and volume.
  • Kept detailed records of daily activities through online customer database.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Presented professional image consistent with company's brand values.
  • Maintained current knowledge of evolving changes in marketplace.
  • Met call handling time and call work to efficiently provide customer support.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas, resulting in Circle of Success Award.

Education

Some College (No Degree) - Business Management

University of Phoenix
Tempe, AZ

High School Diploma -

Lynnwood High School
Bothell, WA
06.1991

Skills

  • Customer Service
  • Project Management
  • Quality Assurance
  • Process Improvement
  • Business Management
  • Critical Thinking
  • Call Center Manager Experience
  • Workforce Management Expert

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Director of Operations

Ziply Fiber (Frontier Communications)
03.2021 - 06.2023

Senior Manager

Frontier Communications
06.2015 - 02.2021

Network Operations Manager

Frontier Communications
07.2008 - 05.2015

Call Center Manager

Frontier Communications
01.2005 - 06.2008

Call Center Supervisor

Frontier Communications
01.2002 - 01.2005

Resource Management Analyst

Frontier Communications
01.2000 - 01.2002

Call Center Associate

Frontier Communications
11.1993 - 01.2000

Some College (No Degree) - Business Management

University of Phoenix

High School Diploma -

Lynnwood High School

Reference


Paul Kirchhoffer

Senior Vice President of Operations - Ziply Fiber

Email: pkirchhoffer@yahoo.com

(505) 228-7023

John Tipton

Director of Operations - Frontier Communications

Email: john.tipton_2@yahoo.com

(612) 240-7870

Charles Staeven

Sr. Director of Customer Service and Operations - Sentry Insurance

Email: charles.staeven@gmail.com

(608) 509-2192

Jonathan Fleischmann

Operations Director - HomeSafe Alliance

Email: jon.fleischmann@gmail.com

Kelli Langager

Workforce Supervisor - Ziply Fiber

Niceville, FL. 32578

Email: Doodlesandbelle@hotmail.com

(425) 773-6819

Susan Barker

Operations Supervisor - Ziply Fiber

Lake Stevens, WA

(509) 884-6425

Reference

Paul Kirchhoffer

Senior Vice President of Operations - Frontier Communications (Ziply Fiber)

Email: pkirchhoffer@yahoo.com

(505) 228-7023

John Tipton

Director of Operations - Frontier Communications

Email: john.tipton_2@yahoo.com

(612) 240-7870

Charles Staeven

Sr. Director of Customer Service and Operations - Sentry Insurance

Email: charles.staeven@gmail.com

(608) 509-2192

Jonathan Fleischmann

Operations Director - HomeSafe Alliance

Email: jon.fleischmann@gmail.com

Kelli Langager

Workforce Supervisor -  Frontier Communications (Ziply Fiber) 

Niceville, FL. 32578

Email: Doodlesandbelle@hotmail.com

(425) 773-6819

Susan Barker

Operations Supervisor -  Frontier Communications (Ziply Fiber) 

Lake Stevens, WA

(509) 884-6425

Janel Brough