Jocelyn Morrison

• Managed internal risk assessments across diverse Verizon Business Groups, identifying operational gaps and implementing strategies that improved process effectiveness by 40%.
• Assisted with various finance risk assessments, control testing to draft risk and control statements using AI tools to enhance productivity.
• Coordinated cross-functional teams to execute comprehensive audit plans within aggressive timelines, ensuring the timely identification of vulnerabilities and risks.
• Developed and maintained relationships with business stakeholders to resolve mitigating controls, acting as a change agent to enforce corrective actions and compliance alignment.
• Analyzed key business KPIs, SLAs, and data populations, producing high-level executive documentation and leadership presentations to report audit findings.

• AI-Driven Efficiency: Leveraged AI productivity tools to synthesize large data sets, automate documentation drafts, and accelerate executive reporting, reducing audit issuance timelines from 10 weeks to 7 weeks.

• QA Program Management: Served as the Quality Assurance Manager for the Washington Interagency Telecommunication Solutions 3 (WITS 3) federal contract, ensuring 100 percent compliance with government service standards for military and civilian customers.

• Complaints and Escalations: Managed intake and resolution for major federal client inquiries and escalations, maintaining high customer satisfaction through collaboration with cross-functional call center teams.
• Reporting and Insights: Produced weekly and monthly metrics reports and service deliverables to provide internal and external stakeholders with clear visibility into support quality and contract performance which led to consecutive federal contract A+ rating.
• Strategic Training: Directed the development of the STEPS Associates Career Development Training, a high-impact initiative focused on coaching, professional growth, and enhancing the employee experience.
• Innovation and Culture: Led the Power Squad committee to inspire employee empowerment, innovation in business processes, and improved team morale.
• Technical Oversight: Acted as a Tier 2 database support manager and functional owner for methods, procedures, and CPNI requirements.

• Maintained daily executive metrics reports for Mean Time to Repair (MTTR) and DSL compatibility, partnering with technical teams for corrective actions to strengthen central office and end user connectivity.
• Provided Tier 1 and Tier 2 end-user support, utilizing operating systems automated tools to update and troubleshoot complex systems for federal service centers.