Stacy Waldron
Philadelphia,PA
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.
Experienced with overseeing daily operations and team management. Utilizes strong leadership and effective communication to drive performance. Track record of implementing process improvements to enhance efficiency and customer service.
Local management professional with proven track record of driving operational excellence and team performance. Known for fostering collaborative work environments and delivering consistent results. Reliable and adaptable, with focus on achieving organizational goals and ensuring customer satisfaction.
Overview
32
32
years of professional experience
Work History
Local Manager Network Operations
Verizon Communications Inc
06.2021 - Current
- Manage a team of 27 Facility Technician's for installation and maintenance of copper and fiber optic network.
- Streamlined communication protocols between departments, improving overall efficiency within the organization.
- Improved team productivity by implementing efficient workflow processes and time management techniques.
- Collaborated with upper management to establish goals and objectives aligned with Verizon's Credo.
- Worked closely with HR personnel on recruitment efforts, selecting top talent for our new facility technicians.
- Enhanced customer satisfaction by resolving issues promptly and providing exceptional service.
- Maintained a safe work environment by enforcing safety guidelines and addressing potential hazards promptly.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Conducted performance evaluations, providing constructive feedback to support employee growth and development.
- Coordinated events and initiatives to promote a positive company culture and strengthen team morale.
- Oversaw employee training programs, ensuring the technicians are well-prepared for their roles.
- Provided necessary resources to employees, empowering them to succeed in their roles and contribute positively Verizon's success.
- Maintained professional, organized, and safe environment for employees.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Facilitated regular team meetings to discuss progress, share updates, and address any concerns or challenges.
- Optimized inventory management systems, reducing waste and ensuring product availability at all times.
- Complete field visits to ensure the technicians are working safely in accordance with Verizon's Code of Conduct and Verizon's Outside Craft Rules.
- Knowledge of multiple systems Omega, DDPA, Optix, Ivapp, VZ Time, Google Sheets, Word
Senior Anaylst Executive Relations
Verizon Communications Inc
01.2017 - 06.2021
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Identified trends and assessed opportunities to improve processes and execution.
- Reported issues to higher management with great detail.
- Handled high level executive complaints.
- Worked daily with agency complaints such as the Public Utility Commission, Federal Communication Commission, The Better Business Bureau, and The Local Franchise Authority.
- A liaison between agencies, consumer's and Verizon.
- Perform root cause analysis to resolve complex issues.
- Interacted well with customers to build connections and nurture relationships.
- Knowledge of multiple computer systems to complete customer-related service requests, including CERS, SSP, ExpressWed, CoA, Vrepair, Excel, Outlook, Ivapp, CoA Back Office, Ifinals, Icollect.
Maintenance Administrator
Verizon Communications Inc
04.2014 - 01.2017
- Build customer loyalty by placing follow-up-calls for customers who reported product issues.
- Being part of the executive relations team I would collaborate with internal departments performing root cause analysis to resolve complex customer escalations and complaints.
- Address customer service inquiries in a timely and accurate manner.
- Manage and organize work for Verizon Large Business and Residential customers.
- Provide detailed information to service technicians so they can effectively complete their daily assignments.
- Communicate clear expectations with customers as to when service technician's would be available to complete their installation of new service or correct their repair issue
Consultant Consumer Sales and Service
Verizon Communications Inc
04.2001 - 04.2014
- Assisted customers and resolved concerns with billing issues, repair issues and educated customers with the value of all Verizon services.
- Processed customer inquiries regarding their home phone accounts, data services, and video services.
- Increased revenue through Verizon's Lead to Succeed program, enhancing the customer experience.
- Increased the loyalty of customers working in maintaining Verizon customers in the retention group.
- Customer Service and Sales for customers in the PA/DE and Potomac Region handling customers with Copper and Fiber Services.
- Consistently maintained positive reviews for mid-year and end of year evaluations.
- Consistently met and exceeded requirements for attendance, adherence, and sales objectives.
- Strong follow-up and excellent customer service skills.
- Strong knowledge of Verizon systems to efficiently and effectively complete daily tasks.
- Sales recognition for maintaing top sales in PA/DE region.
Customer Service Representative
Santucci's Square Pizza
06.1993 - 01.2001
- Delivered prompt service to prioritize customer needs.
- Responsible for assisting customers placing orders.
- Responsible for payment of orders.
- Inventory of products needed for the business.
- Assisted with food prep when necessary.
Education
No Degree - Criminal Justice
Temple University
Philadelphia, PAHigh School Diploma -
Little Flower Catholic High School
Philadelphia, PA06-1997
Skills
- Time management
- Operations management
- Teamwork and collaboration
- Positive attitude
- Multitasking Abilities
- Organizational skills
- Safety procedures
- Employee training and development
- Coaching and mentoring
- Employee onboarding
Languages
English
Timeline
Local Manager Network Operations
Verizon Communications Inc
06.2021 - Current
Senior Anaylst Executive Relations
Verizon Communications Inc
01.2017 - 06.2021
Maintenance Administrator
Verizon Communications Inc
04.2014 - 01.2017
Consultant Consumer Sales and Service
Verizon Communications Inc
04.2001 - 04.2014
Customer Service Representative
Santucci's Square Pizza
06.1993 - 01.2001
No Degree - Criminal Justice
Temple University
High School Diploma -
Little Flower Catholic High School
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