Marco Viera
Clay,NY
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work History
Associate Director - Field & Network Operations
Verizon
Liverpool, NY
07.2022 - 12.2025
- Lead a diverse workforce that delivers advanced data and communication services to business and residential customers in a demanding, fast-paced environment.
- Directed 160+ union employees across construction, installation, maintenance, and service delivery for a multi-state territory, maintaining 99% network availability in a 24/7 mission-critical environment.
- Drive strategic transformation initiatives that improve operational efficiency, workforce flexibility, and customer experience while controlling multi-million-dollar expense and capital budgets.
- Mentored and developed 9 direct reports and hundreds of frontline technicians, fostering a culture of accountability, innovation, and continuous improvement.
- Responded to major outages and emergencies, steering rapid restoration efforts and post-incident root-cause reviews that prevent recurrence.
- Directing and executing corporate initiatives, working closely with Product and Engineering teams to align product roadmaps with business objectives.
Sr. Manager Strategic Operations
Verizon
Remote
10.2020 - 07.2022
- Lead team responsible for supporting strategic program operations initiatives, post-launch.
- Led post-launch program operations, competitive intelligence, and cross-functional initiatives that decreased customer contacts by 10% and accelerated issue resolution.
- Direct and establish critical cross-functional relationships with stakeholders, resulting in a 10% call reduction.
- Produced executive-level dashboards and data analytics (Tableau, Excel) to recognize trends, pinpoint root causes, and drive behavioral change across the organization.
- Designed and deployed new policies and workflows that increased productivity, diminished operating costs, and improved employee and customer experience metrics.
Associate Director Executive Relations
Verizon
Basking Ridge, NJ
08.2017 - 10.2020
- Responsible for guiding 120+ employees, responsible for caring for executive and agency escalations, and root cause analysis and process improvements for better customer experience.
- Led specialists resolving high-profile executive and regulatory escalations; redesigned complaint coding process that slashed escalations 42% and overall complaints 15%.
- Reintroduced efficiencies that accelerated resolution times, boosted productivity, and reduced headcount by 6% while earning the prestigious Director's Cut Award for organizational impact.
- Led a cross-functional team to develop a comprehensive market analysis that identified new growth opportunities, resulting in a 17% increase in revenue.
Sr. Manager Tech Support
Verizon
Syracuse, NY
01.2014 - 08.2017
- Directed 400+ unionized technicians and analysts across the Northeast; consistently exceeded customer satisfaction, first-contact resolution, and cost-reduction targets.
- Directed workforce planning teams to optimize scheduling and resource allocation, lowering center shrinkage by 150 bps and overtime spend.
- Executed as Network Technician Practice Lead (2016-2017), redesigning support processes that cut average handle time by 320 seconds and enabled faster field resolutions.
- Partnered with force and load business partners to oversee scheduling needs that meet resource allocation requirements, minimize employee absence, and lower center shrinkage by 150 bps.
- Implemented employee engagement through skip-level meetings, focus groups, and career development programs that built trust and innovation.
Process Engineer - Six Sigma Black Belt
Verizon
Hybrid
12.2012 - 01.2014
- Lead and managed four Six Sigma projects with cross-functional teams to accomplish measurable business process improvements, with $24M in cost savings.
- Executed four enterprise-wide Six Sigma projects with cross-functional teams, delivering $24M in verified cost savings.
- Implemented DMAIC methodology, Minitab, Tableau, and advanced statistical analysis to eliminate waste, reduce defects, and establish sustainable process controls.
- Created policies, procedures, and visual management tools adopted as best practices across multiple business units.
Supervisor Tech-Support
Verizon
Syracuse, NY
10.2007 - 12.2012
- Lead a multicultural team of 19 bilingual agents, drive KPI's results, team culture and career development.
- Collaborated with IT on automation projects that improved productivity by 25 seconds per call, reduced dispatches 150 bps, and generated $250K annual savings.
- Support labor relations at first level grievances to negotiate or settle company final standing on corrective action for union employees.
- Drove overall performance through coaching and feedback sessions, performing root cause analysis and deep dive of KPIs to identify behaviors and create development plans.
- Assisted opening two Vendor Call Centers in Tijuana, Mexico and Provo, Utah.
Education
Bachelor of Science - Dual Degree in Business Management And Information Technology
Syracuse University
Syracuse, NY 09.2011 - 05.2020
Languages
English
Native language
Spanish
Proficient (C2)
C2
Italian
Beginner
A1
Timeline
Associate Director - Field & Network Operations
Verizon
07.2022 - 12.2025
Sr. Manager Strategic Operations
Verizon
10.2020 - 07.2022
Associate Director Executive Relations
Verizon
08.2017 - 10.2020
Sr. Manager Tech Support
Verizon
01.2014 - 08.2017
Process Engineer - Six Sigma Black Belt
Verizon
12.2012 - 01.2014
Bachelor of Science - Dual Degree in Business Management And Information Technology
Syracuse University
09.2011 - 05.2020
Supervisor Tech-Support
Verizon
10.2007 - 12.2012