Lonnie Thomas II
UAT/QA Supervisor
Wheaton,MD
Summary
Forward-thinking Operations Specialist bringing 7 years of expertise in management for technology sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
19
19
years of professional experience
Work History
UAT Supervisor
Verizon Connect
Annapolis Junction, MD
11.2021 - 01.2023
- QA and Test Automation
- Communicated opportunities and ideas to leadership clearly and consistently identified opportunities to preserve, strengthen, and transform concepts
- Devised and implemented processes and procedures to streamline operations.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Spearheaded navigation of roadblocks and ensured outcomes were delivered post-implementation and maintained clear outlines of projects, key milestones, delivery targets, and expected outcomes upon completion
- Maintained accountability and used critical thinking to impact best practices when working with team of 5 direct reports who needed additional support to achieve desired results
- Understanding of customers’ business goals and proactively anticipated future needs as they related to their website, and online marketing
Business/Government Supervisor - Federal
Verizon Wireless
Hanover, MD
11.2020 - 11.2021
- Worked closely with key stakeholders to maintained continuous flow of information specific to project status, to identify potential issues and/or opportunities and help remove gaps for any ongoing billing issues
- Assisted with developing new processes to provide exceptional customer service by identifying opportunities and finding ways to improve practices in ever-changing business while maintaining and growing existing customer base and managing churn
- Coached, trained, and motivated team of 8-13 coordinators using “Deliver the Promise” Coaching Model to ensure excellent customer service and prepared them to exceed company KPIs by CVR
- Developed strategic relationships with external partners, suppliers, and key stakeholders to achieve sustainable competitive advantage for main areas of business
- Supported and collaborated on design and development of implementation features.
- Evaluated current processes to develop improvement plans.
- Analyzed technical and business needs and documented requirements to translate into functional, non-functional and technical specifications.
- Created and optimized records management strategies to coordinate and protect information.
Business/Government Supervisor
Verizon Wireless
Hanover, MD
01.2011 - 11.2020
- Developed 5 plans and objectives in cross-functional projects and business initiatives to improve all operational performance
- Encourage team members to look for opportunities for process simplification and improvements through day-to-day coaching and leadership and approved applicants in hiring process
- Tracked corrective actions while observing business and government teams and collaborating with other leaders assess performance, recommend where work is needed, capacity, and staffing levels
- Supported and collaborated on design and development of implementation features.
- Evaluated current processes to develop improvement plans.
Federal Account Manager - Verizon FBI
Verizon Wireless
Hanover, MD
01.2004 - 11.2019
- Managing priorities to ensure task completion and performance goals are met by using research and execution of multiple large projects for the largest account
- Established strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results
- Developed strategies to achieve account management priorities while maintaining performance metrics and building relationships with customers and business partners
- Developed and maintained relationships with sales, external partners, suppliers, and stakeholders to achieve competitive advantage
- Resolved problems with high-profile customers to maintain relationships and increase customer-base by 8%.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Account Management Training Assistant
Verizon Wireless
Hanover, MD
11.2018 - 04.2019
- Applied a strong sense of ownership with the development of others as a Transition Assistant of 2 new hire classes who have successfully had 30% promoted to other departments within 6-month time frame
- Coach/Onboard new hires through a development strategy to ensure task completion and KPI’s targets are met/exceeded by coaching and developing their skills and abilities for BGCO phone support
- Used surveys, focus groups and interviews to assess and determine training needs.
- Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
Gov. Support Coordinator
Verizon Wireless
Hanover, MD
07.2016 - 11.2018
- Mentored others, prioritized, planed, and organized work to establish objectives and promoted continuous improvement
- Deployed a company mentorship program called "Bridge the Gap", that increased new hire satisfaction rates in 2017 and 2018
- Performed general administrative duties by mailing and shipping materials, maintaining legal postings and creating and publishing employee communications.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Training Supervisor/Social Media Manager
United Healthcare
Sugar Land, TX
08.2014 - 06.2016
- Consistently led, encouraged, and developed a team of 13 in a consistently changing environment while proactively addressing customer concerns and challenges through decision-making to ensure first-call resolution
- Collaborated with team members to develop creative campaigns for social media platforms.
- Built and strengthened industry partnerships to improve product placements, amplify coverage, and maximize the effectiveness of marketing strategies.
- Chosen to lead a team of 15 for business initiative projects in 2016 and led 30% more projects than any other supervisor
- Researched national business initiatives to maximize employee satisfaction and morale to increase company efficiencies while developing fulfillment strategy to achieve sales performance measures
Education
MBA - Business Administration and Marketing
Jack Welch Management Institute
Washington12.2023
BA - Business and Marketing
Strayer University
Washington2021
Skills
- Program & Project Management
- Problem-Solving and Critical Thinking
- Excellent verbal, written, and presentation skills
- Organizational and Time Management Skills
- Data Analytics & Strategic Direction
- Client Account Management
- Digital Marketing & Business Development
- Microsoft Office
- Marketing & Interpersonal Skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
UAT Supervisor
Verizon Connect
11.2021 - 01.2023
Business/Government Supervisor - Federal
Verizon Wireless
11.2020 - 11.2021
Account Management Training Assistant
Verizon Wireless
11.2018 - 04.2019
Gov. Support Coordinator
Verizon Wireless
07.2016 - 11.2018
Training Supervisor/Social Media Manager
United Healthcare
08.2014 - 06.2016
Business/Government Supervisor
Verizon Wireless
01.2011 - 11.2020
Federal Account Manager - Verizon FBI
Verizon Wireless
01.2004 - 11.2019
MBA - Business Administration and Marketing
Jack Welch Management Institute
BA - Business and Marketing
Strayer University
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