Joy Banks
Dedham,MA
Summary
Dynamic professional with a background in change management and project management. Expertise in Lean implementation and process optimization, combined with proficiency in value stream mapping, fosters a results-oriented mindset aimed at achieving substantial outcomes. Recognized for a collaborative approach and adaptability to evolving safety requirements. Committed to driving continuous improvement and operational excellence through innovative strategies and hands-on experience.
Overview
26
26
years of professional experience
Work History
Manager – Third Party Attachments
National Grid
Northborough, MA
01.2020 - Current
- Manage comprehensive planning and delivery of broadband and 5G projects, integrating design engineering, resource strategy, and construction operations.
- Organize and lead annual NE Telecom Safety Meeting, fostering communication and safety standards among Verizon, Eversource, and third-party attachers.
- Maintain compliance with DTC service level agreements and billing rate calculations. Supported AG DPU and DTC inquiries regarding distribution poles.
- Coordinate efforts with Verizon to manage joint ownership and streamline major pipeline projects for efficient fiber and antenna installations.
- Analyze and addressed legal and regulatory issues surrounding rate case inquiries, litigation, and municipal escalations involving double poles.
Storm Role, Logistics
ICS Logistics Meals & Lodging Lead
01.2023 - 2026
- Manages ICS Logistics Storm Team of 150+ employees for for Major Storm events.
- Facilitated execution of $9.6M overdue storm card expense reports for the 2022 MA Rate Case.
- Developed Learning Links for Hotel Ambassador Storm Role achieving $20K annual savings.
- Directed 23 resources in a three-year reconciliation effort for food and lodging invoices totaling $27M from Hurricane Sandy, Nor’easter, and NEMO storm events.
T&D Services OL&A
Sr. Data Analyst– Third Party Attachments
01.2018 - 01.2020
- Executed rate increase with Regulatory & Legal teams, generating $2.3M in additional annual revenue
- Implemented Smart App Customer Portal for NE Third Party customers and stakeholders; automated manual processes saving $300K annually.
Process & Performance Customer
Sr. Process Manager– My Bill
01.2014 - 01.2018
- Established and managed comprehensive controls within meter accuracy program, ensuring resolution of commissioning challenges and revenue recovery.
- Led initiatives to enhance customer trust and satisfaction through comprehensive voice of the customer analysis. Collaborated with the customer intelligence team to develop aligned strategies.
- Recognized with Diamond Award for leading the implementation and ongoing management of a cross-functional hub to streamline strategic communications among corporate communications, safety, and government relations.
- Assisted in rolling out national grid GDP program for shared services. Boosted company presence at job fairs. Promoted pipeline programs through local educational outreach.
3rd Party Attachments Group
Sr. Coordinator – Customer Solutions
Waltham, MA
01.2011 - 01.2014
- Coordinated safety training sessions with Verizon to ensure comprehensive knowledge of General Electric safety procedures among operations technicians.
- Managed the complete lifecycle of third-party attachment applications, coordinating submissions from municipalities, cable and internet providers, and public safety departments.
- Led strategic initiatives for mass broadband and fiber rollouts, focusing on infrastructure improvement throughout Western Massachusetts.
EDO Transformation Support
Sr. Coordinator – Workflow Assurance
Waltham, MA
01.2009 - 01.2011
- Collaborated with reliability team to support achievement of reliability goals. Assisted in providing monthly business reports and updates to enhance visibility of fiscal year program delivery.
- Collaborated with resource planning to tackle operational expenditure challenges and bridge $11 million budget gap.
Lead Specialist – Sales Support
Verizon Services Corporation
01.2000 - 01.2008
- Led quality initiatives by analyzing market intelligence to support VP objectives. Collected and interpreted customer insights regarding process policies, products, and performance.
- Facilitated executive calibrations and performance workshops to refine strategies for enhancing compliance, customer satisfaction, and sales metrics.
- Conducted thorough assessments of training needs and process efficiencies to drive customer satisfaction improvements.
Education
Bachelor of Science - Business Administration
Emmanuel College
Boston, MA01.1997
Skills
- Excellent communication
- Critical thinking
- Multitasking Abilities
- Team leadership
- Decision-making
- Project planning and development
- Microsoft office
Volunteerism
- UMASS Boston Mentoring Program 2023-24
- Wreaths Across America 2022-2025
- Dedham High School Career Fair 2024-25
Timeline
Storm Role, Logistics
ICS Logistics Meals & Lodging Lead
01.2023 - 2026
Manager – Third Party Attachments
National Grid
01.2020 - Current
T&D Services OL&A
Sr. Data Analyst– Third Party Attachments
01.2018 - 01.2020
Process & Performance Customer
Sr. Process Manager– My Bill
01.2014 - 01.2018
3rd Party Attachments Group
Sr. Coordinator – Customer Solutions
01.2011 - 01.2014
EDO Transformation Support
Sr. Coordinator – Workflow Assurance
01.2009 - 01.2011
Lead Specialist – Sales Support
Verizon Services Corporation
01.2000 - 01.2008
Bachelor of Science - Business Administration
Emmanuel College