Lisa L Linnane

Worked in a contractor capacity for Verizon, specializing in providing IT and product support to Verizon's Wholesale customers:

• Self-motivated, with a strong sense of personal responsibility.
• Expert in Verizon Wholesale Ordering
• Provided technical assistance to users, resolving learning gaps and identifying system issues/gaps.
• Assisted in the implementation of IT support procedures, enhancing service delivery workflows.
• Collaborated with IT team on troubleshooting escalated issues, ensuring timely resolution for clients.
• Trained end-users on new portal applications, how to place telecom orders, improving overall user proficiency and satisfaction.
• Excellent communication skills, both verbal and written.

I led a team of 68 Associates (IBEW Boston & CWA NY) and 5 Team Leaders focused on ordering specialists for Ethernet TLS & VZON, TDM, and Switched services, consistently exceeding organizational/corporate objectives.

Key accomplishments include:

• Exceeded delivery of Firm Order Commitments (FOC) to customers over 95% of the time.
• Reduced Standard Interval Agreements (SLAs) by collaborating with VLSS teams, IT, and Engineering Partners.
• Reduced Customer Not Ready conditions to accelerate revenue realization.
• Ensured ordering and service processes were in place for new service rollouts.
• Delivered "White Glove" service through a highly trained and engaged workforce.
• Teamed with VLSS Black Belts to improve customer experience and drive faster business revenue.

• Responsible for development and execution of local marketing strategy specific to Massachusetts and Rhode Island small businesses with goal to secure and maintain a winning competitive position in each market to drive customer retention, switching back to Verizon and new propensity to buy
• Plan and manage activation of local marketing activities at formal events of Chambers of Commerce and Trade Organizations, and also at FIOS served multi-tenant unit buildings; goal to increase FIOS/Voice penetration in MA/RI Met and/or Exceeded Objectives

As a Verizon Call Center Manager for New England Small Business, I led 130+ employees across two locations and two union locals:

• Leadership and Team Management: Led 10 Managers and 6 Associate Teams to consistently meet/exceed specific targets in Productivity, Customer Service, and Sales.
• Sales Performance: Managed daily revenue targets of $400-475K for voice, broadband, and entertainment products/bundles, emphasizing support, education, and accountability to exceed daily revenue and unit goals.
• Metric Achievement: Met/exceeded sales targets and productivity metrics including Attendance, Average Handling Time, Utilization, and Service Level.
• Customer Service Excellence: Met/exceeded Net Promoter Score (NPS) targets across four specific categories (HSI Provisioning, FIOS Billing, Core Provisioning, and Core Billing), often achieving Best In Class rankings.
• Performance Culture: Led the Northeast region in Business for highest percentage of Tier 1 reps on discipline and highest percentage signed for EIPP by executing Total Job Performance, a disciplined approach for union associate accountability.
• Strategic Partnerships: Built strong relationships with key partners, including Labor, HR, Union, Marketing, Operations, and Engineering, while communicating and executing on driving a stronger performance culture.

• Served as right hand person to the Director to aid in driving performance of the 6 Strategic Imperatives- Grow Revenue, Gain Share, Improve Profitability, Improve Productivity, Customer Experience, Strengthen Culture
• Led Project Management Team and drove the execution of implementation of new action items associated with key results
• Managed Operations Teams- Attendance, Force/Load, Training; and All Projects in BSBC Organization
• Managed the quality process for NE BSBC, Meeting/exceeding Customer Care Index
• Built strong relationships with key partners such as Labor, HR, Ethics, Channel Management; Marketing, etc; leveraged these relationships to achieve center and corporate goals.

Focused on customer relations, performance management, and process improvement for Verizon Partners Solutions (VPS):

• Customer Relationship Management: Served as the single point of contact for the second-largest customer and a key competitor, successfully negotiating orders, installations, and repair resolutions in the NE and NY regions for sensitive accounts (FAA, NASDAQ, Bloomberg).
• Leadership and Process Improvement: Led performance and process meetings with Senior Management, initiating and implementing changes to meet or exceed key measurement objectives.
• Team and Performance Management: Built responsive internal team relationships (Construction, Engineering, Provisioning, Installation, and Repair) to achieve desired results, and managed the performance of Central Office Installation and Repair Technicians.
• Project Management Oversight: Selected by the Director to supervise 1st level Project Managers, increasing the team's skill set and scope of duties, resulting in improved performance and customer satisfaction.
• Recognition: Awarded the "Together We're Better" recognition from the BA Senior Sales Team. Senior Leadership referred to my NE/NY service as the "gold standard," leading to consistent requests for my attendance at Director/VP level service meetings.

• Led a team of fifteen Sales and Service Reps responsible for the provisioning and billing of customer and Authorized Agent orders, met /exceeded quality and sales objectives Quickly promoted to Facilitations Manager to the Director

• Project Managed a heavy case load of CAS I & II customers orders; oversaw the provisioning and billing of complex services such as Centrex, T1, Flex Paths, PRIs and VML Level 3 systems Quickly Promoted to Team Leader

• Developed product knowledge to effectively recommend solutions tailored to customer needs.
• Facilitated customer inquiries, ensuring prompt and accurate responses to enhance satisfaction.