Veronica Ramirez
Santa Ana
Summary
Results-driven leader with expertise in strategic project management, operational optimization, and team development. Proven ability to align technology initiatives with business goals, enhancing performance and driving impactful results.
Overview
2
2
Languages
9
9
Certifications
17
17
years of professional experience
Work History
Associate Director - Peripheral Tool Development
Verizon
Irvine, California
12.2025 - 08.2026
- Directed strategic and technical projects from initial roadmap to operational support.
- Aligned business operations with long-term technology strategy through technical tooling initiatives.
- Assessed technical scope and financial costs in collaboration with GTS.
- Ranked requests with business leaders based on value and impact.
Associate Director - Systems Analysis
Verizon
Irvine, CA
06.2019 - 12.2025
- Drove production support performance configurations and operations for core enterprise platforms supporting Verizon consumer groups.
- Managed and mentored a team of 9 technical specialists for end-to-end defect triage and root-cause resolution.
- Oversaw product management lifecycles for tool enhancements and custom development projects to optimize workflows.
- Enforced strict service level agreements across ticketing systems and real-time support channels, consistently exceeding targets.
Systems Consultant - Customer Service Operations
Verizon
Irvine
06.2014 - 06.2019
- Defined and directed strategic execution for national enterprise tools and metrics across diverse workgroups.
- Partnered with governance teams to identify business gaps, standardize performance metrics, and build technical requirements.
- Managed end-to-end delivery of medium-to-high complexity projects, ensuring on-time deployment of scalable software systems.
- Facilitated ROI analyses and developed business cases for proposed initiatives in collaboration with stakeholders.
Associate Director - Technical Support
Verizon
Irvine, CA
01.2012 - 06.2014
- Directed daily operations for a team of supervisors managing up to 140 customer service representatives.
- Architected and executed operational strategies aligned with key performance indicators, reducing costs and enhancing revenue.
- Mentored leadership talent to ensure smooth transitions while overseeing hiring, onboarding, and training.
- Collaborated with human resources to design performance action plans, elevating personnel output and team capability.
Associate Director - Customer Service
Verizon
Irvine
07.2011 - 01.2012
- Directed daily operations for supervisory staff managing up to 140 customer service representatives to enhance workforce productivity and operational excellence.
- Developed targeted strategies aligned with key performance indicators, optimizing operational costs and driving revenue growth.
- Led comprehensive talent management processes, including hiring, onboarding, training, and performance evaluations for new supervisors.
- Collaborated with frontline supervisors and human resources to create structured action plans that improved retention rates of struggling representatives.
Supervisor - Executive Relations
Verizon
Irvine
02.2011 - 07.2011
- Directed operations for 21-member specialized team, optimizing costs and enhancing customer experience metrics.
- Managed logistics for regional legal disputes, coordinating court appearances and schedules for small claims cases.
- Collaborated with executive relations leadership to standardize processes and improve operational consistency across regions.
- Led initiatives to upskill talent, boosting regional operational efficiency through performance evaluations and appraisals.
Associate Director - On Deck Customer Service
Verizon
Irvine
06.2010 - 01.2011
- Partnered with frontline supervisors to manage 130 customer service and technical support representatives.
- Formulated long-term strategies that reduced operating expenses while enhancing customer satisfaction.
- Designed and executed incentive programs and team competitions that boosted performance and morale.
- Mentored underperforming supervisors through hands-on leadership coaching to improve KPI achievement.
Supervisor - Customer Service
Verizon
Irvine
06.2009 - 06.2010
- Managed daily operations and skill development for up to 25 new hire customer service representatives, improving service delivery.
- Directed transition coaches in creating action plans based on operational gap analyses to enhance productivity.
- Led cross-functional career progression initiatives, establishing contact points and developmental pathways for representatives and supervisors.
Education
MBA - Human Resources
Brandman University
Online05-2020
Skills
- Cross-functional leadership
- Change management
- Transitional support
- Capacity planning and resource allocation
- Stakeholder management
- Crisis management
- Performance coaching
- KPI and SLA management
Languages
English
Professional
Spanish
Professional
Certification
Generative AI Leader Certification
Timeline
Associate Director - Peripheral Tool Development
Verizon
12.2025 - 08.2026
Associate Director - Systems Analysis
Verizon
06.2019 - 12.2025
Systems Consultant - Customer Service Operations
Verizon
06.2014 - 06.2019
Associate Director - Technical Support
Verizon
01.2012 - 06.2014
Associate Director - Customer Service
Verizon
07.2011 - 01.2012
Supervisor - Executive Relations
Verizon
02.2011 - 07.2011
Associate Director - On Deck Customer Service
Verizon
06.2010 - 01.2011
Supervisor - Customer Service
Verizon
06.2009 - 06.2010
MBA - Human Resources
Brandman University