Roxanne Muñoz

With over 14 years of experience at Verizon, I have developed a strong passion for change management, technical project management, and driving digital dexterity within both employee and customer environments. I excel at anticipating user needs, analyzing behaviors, and building systems that improve efficiency and the overall employee experience. My technical project experience spans initiatives like Gen AI, Digital Assistant, and Software Installation Automations, where I've successfully led and collaborated on cross-functional projects aimed at product adoption and satisfaction improvement.

I possess strong organizational skills, and my ability to build relationships has been key in both internal and external roles. I approach problem-solving with a solution-oriented mindset, leveraging my extensive experience in technical support. My background in multi-channel content strategy and employee engagement allows me to enhance workplace tools and systems to meet both current and future demands. Additionally, my personal experience in managing a side business and a large family further strengthens my decision-making and time management skills

Type: Internal
Title: Quality/Process Improvement Recognizing You
Sponsor/issuer: Kenneth Christian- Associate Director
Start Date: 02/01/2024
End Date: 11/01/2024
Description: Recognizing Roxanne for participating in the GENAI / AYSDA / VZ Assistant comparison model, performing testing utilizing common utterances for multiple problem types to evaluate system responses and measure their effectiveness, providing data for continuing to model the GENAI product learning.

Type: Internal
Title: Quality/Process Improvement Recognizing You Award
Sponsor/issuer: Kenneth Christian- Associate Director
Start Date: 02/01/2024
End Date: 11/01/2024
Description: Recognizing Roxanne for her support in the ticket reclassification project, ensuring accuracy throughout the validation process, and guaranteeing the project's success in a timely manner.

Type: Internal
Title: Quality/Process Improvement Recognizing You Award
Sponsor/issuer: Kenneth Christian- Associate Director
Start Date: 08/01/2024
End Date: 12/01/2024
Description: Recognizing Roxanne for submitting an enhancement idea to lower Catalog Task items for Software Installs, which helped identify MAC channel failures via WS1 and brought attention to peer support teams for resolution. Additionally, a new KB on EUS roles and responsibilities was created for customer visibility.

Type: Internal
Title: Leadership Recognizing You Award
Sponsor/issuer: Anthony Williams- Associate Director
Start Date: 05/15/2024
End Date: 05/15/2024
Description: Quickly analyzed 107 tickets that flooded the domestic queue after hours, identified the root cause, and communicated with leadership and international support teams, improving efficiency and resolution through parent ticket management. Recognized for quick action, ownership, and excellent communication.

Type: Internal
Title: 2-Minute Break Interview
Sponsor/issuer: Cara Jukowski- Communications Engagement & Culture
Start Date: 05/10/2024
End Date: 05/10/2024
Description: Public presentation to help build cultural connection across Verizon. Interview announcement shared via URL: https://vzweb.verizon.com/news/take-2-minute-break-roxanne-munoz

Type: Internal
Title: End User Support Survey Verbatim
Sponsor/issuer: Keith Ayers- Sr. Manager
Start Date: 09/10/2024
End Date: 10/14/2024
Description: Resolved a user's issue with AutoCad versions by working with the software procurement team and AutoCad support to adjust configurations, resulting in timely issue resolution and high user satisfaction. Keith Ayers praised Roxanne for her attentiveness, knowledge, and determination.

Type: Internal
Title: End User Support Survey Verbatim
Sponsor/issuer: Brian Koniers- Director
Start Date: 10/24/2024
End Date: 11/02/2024
Description: The user was moving from windows to a new Mac but during setup was not able to setup Verizon Remote management and needed support. As a Mac proficient engineer I took the incident and found the user was missing enrollment for workspace one. I worked back with our Vendor to get the users machine added to workspace one. Then I worked with the user to refresh their Mac to trigger the remote management stage of the setup. As a result of resolving this issue Brian stated “Roxanne handled my issue quickly and kept me updated at every step of the way. Her level of service and knowledge was awesome! Roxanne took care of my issue quickly”

Type: Internal
Title: Personal Commitment Recognizing You
Sponsor/issuer: Ashlee Trotter- Exec Assistant
Start Date: 12/12/2024
End Date: 12/12/2024
Description: Recognized for personal commitment to resolving issues and providing fantastic help to an employee. Praised for patience, ownership, proactive communication, and dedication to reaching a solution.

Title: Cross Training for VZConnect End User Support

Start Date: 10/31/2024

End Date: 12/12/2024

Reference: Alonzo Smith- Associate Director

● Onboarded to learn the hardware, software and application differences for Verizon Connect users.

● Trained to learn their systems and how to resolve common issues

● Started completing incidents and tasks from the VZC queue and sharing resolution tips & tricks to help my team grow in our knowledge and confidence

● Created a training refresher tracker that the team leveraged to note any new or existing KB updates to improve the knowledge surrounding the VZC environment. Built a culture of confidence and standard for sharing best practices by bravely asking any questions that came up for me in our team chat but also sharing the answers or resolutions I found for issues I came across so that the team as a whole could leverage slack searching in future if those questions or issues should arise.

Title: Testing for Slack DA in production

Start Date:10/28/2024

End Date:11/01/2024

Reference: Mark Sanderell- District Engineer

• Evaluated product design of the Slack DA app in the production environment by testing real-world scenarios based on existing tickets submitted by end users.
• Reviewed new capabilities of the app, producing accurate resolutions and supporting documentation to replace incorrect information, finalizing testing results before the app's official launch in Slack.
• Created comprehensive organizational change management plans to effectively communicate, train, and support impacted employees, guiding them through the change curve as they adapted to the new features in Slack.

Title: Software Installation Enhancements

Start Date:08/01/2024

End Date:12/01/2024

Reference: Kenneth Christian- Associate Director

• Evaluated product design by pulling historical data on software installation tasks generated for EUS, analyzing patterns behind failed installations that led to ticket generation.
• Developed a strategy for addressing installation issues, identifying key areas where patterns indicated recurring problems, and working to refine the process for improved reliability.
• Reviewed new capabilities of the software installation process and gathered research into the necessary steps for successful installation, ensuring that all components were aligned for efficient deployment.
• Produced comprehensive organizational change management plans by documenting educational materials for end users on self-installation procedures, effectively reducing support tickets and empowering users to resolve issues independently.
• Supported the change process by communicating and training impacted employees on the new installation processes, guiding them through the change curve to foster adoption and reduce resistance.

Title: Gen AI Ticket Re-Classification

Start Date: 04/01/2024

End Date: 06/23/2024

Reference: Jeff Heberlein- Sr. Engineer

• Evaluated product design using Label Studio to validate system-generated tags for classifying the most common EUS ticket topics, ensuring their alignment with user needs and enhancing system usability.
• Provided feedback on the AI model, assessing its current performance and recommending improvements to increase accuracy and efficiency in ticket classification.
• Collaborated with AYS developers to select and promote the most cost-effective AI model, developing a strategy for its implementation to reclassify tickets efficiently while maintaining high accuracy.
• Conducted organizational change management assessments by analyzing the AI model's impacts, timeline, and potential risks, ensuring a smooth transition for employees affected by the new model.

Title: End User Support Digital Assistant Enhancement

Start Date:02/01/2023

End Date:04/01/2023

Reference: Mark Sanderell- District Engineer

• Evaluated product design by testing the Digital Assistant in both Slack and AYS sandboxes, documenting the accuracy of responses and assessing their effectiveness in resolving issues, while also providing feedback on user experience to influence future improvements.
• Reviewed new capabilities of the Digital Assistant, identifying areas for enhancement and collaborating with stakeholders to ensure the product met both functional and user-centered needs.
• Developed a strategy for launching the Digital Assistant, working with various groups to ensure smooth handoffs and clear communication across teams.
• Managed my team to ensure our deliverables were completed on schedule, preparing work for handoff to the next team and ensuring alignment for the next phase of the project.
• Provided timely updates to management on the progress of my team's tasks, communicating what had been completed, what was in progress, and what the next steps were.
• Updated project trackers with accurate status information, maintaining clear documentation and helping my team stay on track, particularly when members were absent, to ensure continuity and efficiency.
• After the launch of the new EUS tool, I led the marketing and training efforts, educating employees on how to use the tool effectively. This included promoting the tool via Slack (InfoGenie) and AYS (chat bubble), ensuring user adoption and engagement.
• Conducted organizational change management assessments, analyzing the project's requirements, timeline, and potential risks, and ensuring that employees had the necessary training and support to successfully integrate the new tool into their workflows.

Title: International Distribution for Career Progression Tracker

Start Date:01/29/2024

End Date:09/27/2024

Reference: Julia Cruzado

• Evaluated employee career development needs by researching and organizing career resources, designing a custom career tracking sheet to help employees formulate their aspirations through a structured Point A-to-B strategy.
• Developed a comprehensive plan by creating a step-by-step tracking resource that guided employees in identifying their next career position, building a learning plan to enhance their skill set, and maintaining critical references needed for future interviews.
• Reviewed and refined the resource's capabilities, ensuring it met employee needs and was user-friendly, with a clear focus on usability and effectiveness.
• By September 2024, received recognition from US based HR and international teams for the resource's positive influence and overwhelmingly positive employee feedback, highlighting its success in empowering career growth and skill development.

Title: Knowlege Author-Contact Center Expectations (KB0036632)

Start Date: 03/01/2023

End Date:03/30/2023

Reference: Teresa Linz- Sr. Director

• Developed a standardized process for handling contact center-specific tickets, addressing key issues such as communication methods, internet service troubleshooting, and resolving common behavior-related challenges.
• Evaluated ticket management processes to identify gaps and create clear, actionable steps, ensuring consistency and efficiency in resolving this ticket type.
• Documented follow-up requirements for contact center tickets, including escalation protocols and collaboration with the Customer Ready Support Team for necessary follow-ups.
• Reviewed new capabilities and requirements for ticket resolution, ensuring the standard addressed user needs and enhanced operational usability.
• Published the compiled information as an internal tech knowledge Base article to effectively train and support end user support engineers.
• Supported adoption and usability by aligning the article with employee workflows, enabling engineers to seamlessly integrate the new standard into their processes and improve resolution accuracy.

Title: Knowledge Author-Setting Expectations for Reimages and Reloads Process Document (KB0035413)

Start Date: 03/01/2023

End Date:03/30/2023

Reference: Teresa Linz- Sr. Director

• Evaluated system performance by analyzing incident resolution codes for Reimage/Reload tasks to identify patterns and common issues that led engineers to perform reimaging.
• Conducted peer interviews to gather insights and understand the root causes of frequent reimages, reviewing current practices and identifying areas for improvement.
• Developed a troubleshooting guide based on the collected data, creating a formula for engineers to use as a decision-making tool to ensure all troubleshooting steps were completed before initiating a reimage or reload.
• Reviewed and refined the guide's usability, aligning it with engineers' workflows to ensure it addressed their needs and improved operational efficiency.
• Published the guide as an internal Tech article to train and support end user support engineers.
• Supported adoption and engagement by effectively communicating the guide's purpose, training engineers on its use, and ensuring it facilitated consistent troubleshooting processes, ultimately reducing unnecessary reimaging incidents.

Title: Knowledge Author-Setting Expectations for Hardware: Repair / Replacement (KB0036582)

Start Date: 03/01/2023

End Date:03/30/2023

Reference: Teresa Linz- Sr. Director

• Analyzed AYS reporting to gather data on common reasons for hardware replacements, identifying trends and the top ticket types engineers were resolving.
• Evaluated troubleshooting practices and developed guidelines to help engineers distinguish between hardware issues and other potential causes that may mimic hardware failures, enhancing diagnostic accuracy.
• Developed a strategy to improve hardware troubleshooting by breaking down the fundamentals of a troubleshooting mindset, providing engineers with a clear, step-by-step approach to problem-solving.
• Reviewed the guidelines' usability to ensure they were practical and effective, addressing common engineer challenges and supporting consistency in resolving verified hardware issues.
• Published the guidelines as an internal Tech article to train and support EUS engineers.
• Facilitated adoption and engagement by communicating the guidelines' purpose, training engineers on their application, and ensuring alignment with organizational goals, resulting in more efficient hardware issue resolution.

Title: Knowledge Author-Setting Expectations for Software Incidents / Tasks (KB0036563)

Start Date: 03/01/2023

End Date:03/30/2023

Reference: Teresa Linz- Sr. Director

• Analyzed data to identify common struggle points for EUS engineers related to software installations and troubleshooting, highlighting key areas for improvement.
• Evaluated the software installation process from start to finish, documenting EUS responsibilities at each step to ensure clarity and accountability.
• Developed a reference guide to provide engineers with clear guidelines on support boundaries, outlining what effective support should look like and how to resolve issues within their scope.
• Reviewed and refined documentation usability, ensuring the reference material was practical and aligned with engineers' workflows to enhance efficiency and accuracy.
• Published the compiled information as an internal tech article to train and support end user support engineers.
• Facilitated adoption and engagement by effectively communicating the purpose of the guide, training engineers on its use, and ensuring alignment with organizational objectives to streamline software installation troubleshooting processes.

Title: Ask a Guru Presenter: Best Practices for RTO Tickets

Start Date: 01/24/2023

End Date:01/24/2023

Reference: Keith Ruck

• Developed and delivered comprehensive training for all end user support engineers, sharing best practices to improve time management and enhance resolution efficiency.
• Demonstrated usability enhancements by teaching engineers how to create and share Google Calendar appointment links, empowering customers to control scheduling for troubleshooting sessions and optimizing engineers' workflows.
• Taught soft skills communication techniques to increase appointment booking rates, ensuring engineers could effectively engage customers and improve time management outcomes.
• Reviewed and introduced new capabilities of at your service templates, showcasing how to communicate efficiently with customers to enhance their overall experience.
• Provided engineers with pre-crafted template verbiage and encouraged customization to align with individual communication styles, facilitating smoother customer interactions.
• Shared a strategy for ticket management, offering examples of communication timelines for various ticket types and presenting a personal workflow using At your service flexible boards to track tickets, avoid missed updates, and maintain daily organization.
• Produced a comprehensive change management plan, effectively communicating the training's value, supporting engineers in adopting these new tools and practices, and ensuring alignment with organizational goals to improve customer experience and operational efficiency.

Title: End User Support Culture & Engagement

Start Date: 03/01/2022

End Date: 10/31/2023

Reference:

• Analyzed and provided data on current volunteer hours in relation to company goals, identifying opportunities for teams to engage in volunteer activities that aligned with organizational objectives.
• Created consistent and engaging content for the end user support Slack channel, leveraging communications strategies to encourage collaboration and strengthen team culture across end user support.
• Planned and executed team-building events every few months, fostering a positive and inclusive environment that supported employee engagement and morale.
• Developed and published an EUS yearbook, highlighting individual team members, their personalities, and team achievements to celebrate contributions and enhance community connections.
• Co-created and contributed to the EUS newsletter, featuring interviews with Vteamers and personalized content that helped employees build deeper connections beyond their work roles.
• Designed and moderated icebreaker activities for town hall and leadership meetings, ensuring active participation and a positive tone during organizational discussions.
• Established and maintained an engagement library, curating a repository of activities and resources for leadership to utilize in maintaining and improving team culture, ensuring alignment with organizational goals.
• Partnered with leadership to integrate engagement activities into team workflows, aligning them with broader change management strategies to drive positive cultural shifts.
• Drafted and edited multimedia communications, including Slack posts, newsletters, and event announcements, ensuring content was accessible, on-brand, and engaging for the target audience.
• Leveraged employee feedback through surveys, interviews, and informal discussions to refine cultural initiatives, ensuring alignment with team needs and fostering inclusivity.
• Rapidly adapted plans to evolving team dynamics and workplace demands, ensuring engagement activities remained relevant and impactful.
• Collaborated with communication and learning teams, contributing to the development of training materials and content that reinforced organizational culture and employee development goals.

Title: Attrition Management

Start Date: 03/01/2019

End Date: 01/30/2021

Reference: Felipe Velasco- Associate Director

• Analyzed and tracked work avoidance behaviors among frontline agents and leadership, using data analytics to identify trends and provide actionable insights to improve performance and reduce misuse of the “system issues” time-off code.
• Collaborated with upper leadership to deliver detailed reports on performance and behavior patterns, contributing to improved accountability and performance management strategies.
• Developed comprehensive documentation in the form of behavior packets, including detailed timelines and supporting evidence, which were utilized by HR and legal teams to ensure compliance and support justified terminations.
• Performed organizational change management assessments by evaluating the impacts of employee behavior trends on team performance, identifying areas of risk, and implementing strategies to mitigate resistance and maintain operational efficiency.
• Produced and managed technical documentation to ensure accurate reporting of behaviors, terminations, and Verizon equipment inventory, maintaining alignment with HR and legal processes.
• Partnered with HR and leadership teams to streamline reporting and inventory tracking processes, ensuring timely and efficient handling of termination procedures and equipment returns.
• Drafted clear and accessible reports, ensuring alignment with organizational goals and HR requirements while maintaining optimal accessibility for all stakeholders.
• Adapted and refined communication plans, working closely with leadership to address evolving workplace challenges and ensure alignment with legal and compliance standards.
• Supported employee behavior improvement initiatives by providing data-driven insights and collaborating with HR to address underlying causes, promoting a culture of accountability and improved performance.

Title: Tech Strategy Improvement Lead

Start Date: 02/01/2016

End Date: 12/30/2016

Reference: Carlos Restrepo-Center Director

• Attended monthly performance review meetings to evaluate the nationwide status of Tech Support, analyzing key metrics and identifying areas for improvement in alignment with organizational goals.
• Collaborated with leadership to influence behavior improvements and resource allocation strategies, aligning efforts to enhance the success of Tech Support and drive an improved customer experience.
• Provided progress readouts on Tech transformation efforts, including updates on milestones achieved, future plans, and the impact on customer satisfaction and team performance.
• Drafted and delivered comprehensive communications to leadership and stakeholders, ensuring key updates were accessible, actionable, and aligned with brand and organizational standards.
• Partnered with program management and technical teams to integrate change management activities into ongoing Tech Support initiatives, ensuring stakeholder engagement and alignment with transformation goals.
• Developed strategies to launch and implement new initiatives, leveraging data-driven insights to align resources and optimize the effectiveness of proposed changes.
• Monitored employee experience metrics through collaboration with leadership, ensuring continuous feedback was incorporated into decision-making processes to improve outcomes for both employees and customers.