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Lynn Berkoben
Pittsburgh
Summary
Dynamic business leader with a strong understanding of operations, dedicated to fostering team success and delivering impactful results. Renowned for adaptability in fast-paced environments and a collaborative approach to problem-solving, utilizing strong analytical and decision-making capabilities. Proven expertise in process improvement methodologies, including VLSS Lean Six Sigma Green Belt, along with extensive experience in complex project management and cross-functional leadership. Committed to driving innovation and efficiency while consistently aligning team efforts with organizational goals.
Overview
34
34
years of professional experience
Work History
Senior Manager Operations Support - National Operations
Verizon Communications
05.2019 - 12.2025
- Optimized system support for all Customer Operations and Support Centers (COSCs), enhancing cross-center stability and performance.
- Spearheaded center reviews and business operations planning, identifying and implementing key process improvements to enhance operational efficiency.
- Directed complex project management for numerous system initiatives, ensuring on-time and on-budget integration and launch of new product offerings.
- Served as COSC Training Lead, collaborating with regional centers to determine and prioritize critical training requirements.
- Designed, coordinated and delivered functional need training projects as well as professional development training (web-based, instructor and virtual).
- Managed all center communications, created user guides, methods and procedures documentation.
Senior Manager Operations Control Center - Dispatch
Verizon Communications
09.2017 - 05.2019
- Led a team of 55 (5 supervisors, 50 employees) to consistently exceed 12 key performance indicators (KPIs), by monitoring attainment to objectives, focused on statistical trends, metrics and targets to meet the needs of the business and achieving a 97% on-time dispatch rate.
- Managed all internal and external customer interactions for the Western PA, Johnstown, and Harrisburg regions while controlling overtime spending for the centers and field teams to meet financial budget goals.
Supervisor Capacity Management - Dispatch
Verizon Communications
04.2016 - 09.2017
- Controlled workload volumes and optimized resource allocation by strategically managing clock profiles.
- Engineered turf studies to strategically balance field technician coverage, maximizing daily work completion and service delivery.
- Achieved results for CAHT, dispatch, first call resolution, flow though/adherence.
Supervisor Tech Customer Service - Dispatch & Fiber Solutions Center
Verizon Communications
03.2008 - 04.2016
- Supervised and developed teams of up to 20 associates, focusing on high-quality customer service delivery.
- Monitored workloads to ensure strict adherence to service level agreements (SLAs).
- Conducted quality and safety observations.
- Managed the interview process for internal and external candidates.
Local Field Manager - Network Services
Verizon Communications
05.1999 - 03.2008
- Mentored and developed a team of 25 copper/FiOS installation and maintenance technicians, driving measurable performance improvements.
- Conducted job and safety inspections and aligned daily workloads for field efficiency.
- Exceeded key performance targets for productivity, quality, and service enablement.
- Resolved customer complaints, billing inquiries, and complex service issues, significantly improving customer satisfaction scores.
Instructor
Sawyer School
01.1998 - 04.1999
- Developed course material and instructed classes in Management, English, Psychology and Public Speaking.
Management Consultant / Project Manager
DeWolff, Boberg & Associates
02.1995 - 12.1997
- Identified causes of lost time, low productivity, process gaps and quality issues within manufacturing and service industries.
- Developed and implemented action plans, performing root cause analysis to remove operational barriers and improve performance.
- Designed and installed improved management reporting and communication systems.
- Developed and facilitated training plans to enhance management skills across client organizations.
- Consulted with companies to achieve cost reductions and profit increases, consistently meeting or exceeding guaranteed savings goals.
- Collaborated effectively with all levels of management, up to the CEO.
Assistant Manager / Human Resources Supervisor
Enterprise Rent-A-Car
09.1991 - 02.1995
- Assistant Manager: Managed daily operations, supervised seven employees, ensured customer satisfaction, and handled administrative/financial tasks including accounts receivables.
- Human Resources Supervisor: Led all recruiting and interviewing, built and facilitated all learning and development programs, maintained benefit plans, and created an employee engagement program that reduced company turnover by 25%.
Education
M.B.A., Masters of Business Administration -
Chatham College
05-2006
B.S.B.A., Business Administration and Management -
Robert Morris University
05-1991
Skills
- Project Management
- Organizational Improvement
- Corporate Communications
- Excellent Communication
- Operations Management
- Cross-Functional Team Leadership
- Training and Development
- Interpersonal Communication
- Multitasking
- Computer Skills - Microsoft Office & Google Suite
Affiliations
- WAVE (Women’s Association of Verizon Employees) Board of Directors/Career Lead
- Wilkins Elks Lodge #577 Past President/Current Officer, Event & Fundraising Coordinator and West Central District Trustee
Timeline
Senior Manager Operations Support - National Operations
Verizon Communications
05.2019 - 12.2025
Senior Manager Operations Control Center - Dispatch
Verizon Communications
09.2017 - 05.2019
Supervisor Capacity Management - Dispatch
Verizon Communications
04.2016 - 09.2017
Supervisor Tech Customer Service - Dispatch & Fiber Solutions Center
Verizon Communications
03.2008 - 04.2016
Local Field Manager - Network Services
Verizon Communications
05.1999 - 03.2008
Instructor
Sawyer School
01.1998 - 04.1999
Management Consultant / Project Manager
DeWolff, Boberg & Associates
02.1995 - 12.1997
Assistant Manager / Human Resources Supervisor
Enterprise Rent-A-Car
09.1991 - 02.1995
M.B.A., Masters of Business Administration -
Chatham College
B.S.B.A., Business Administration and Management -
Robert Morris University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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