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WANDA WILSON
Hanover,MD
Work Preference
Summary
Dynamic Operations and Customer Experience Leader with over 20 years of experience at Verizon, specializing in team leadership, process optimization, and talent acquisition. Proven track record in managing high-performing teams of over 17 representatives and orchestrating large-scale transitions involving up to 31 personnel, consistently achieving 100% of performance metrics. Expertise in utilizing Verint analytics and data-driven coaching to minimize churn, standardize workflows, and cultivate internal leadership pipelines. Strategic partner to executive leadership, skilled at integrating HR, Operations, and Training to enhance customer loyalty and drive operational excellence.
Overview
23
23
years of professional experience
Work History
Supervisor – Loyalty & Customer Experience
VERIZON
Hanover, MD
09.2016 - Current
- Team Leadership: Led and developed a team of 12+ Senior Representatives, consistently meeting performance goals through "in-the-moment" coaching and developmental sessions.
- Precision Candidate Vetting: Served as a key member of the executive interview board for the Loyalty and Retention segments; facilitated rigorous selection processes to identify candidates with the dual-competency required for high-stakes service and revenue generation.
- Process Improvement: Partnered with Training & area Human Resource team to create a more robust interview guide to ensure that the best talent was assessed and hired to join the organization. Partnered with Training and Operations to architect the 'OCC Playbook,' establishing the definitive standard for account adjustments across the Greenville Call Center. By implementing rigorous criteria for billing versus courtesy credits, I drove a direct reduction in revenue leakage and improved the organization’s bottom-line profitability.
- Strategic Initiatives: Championed a culture of 'First-Call Resolution' by equipping Retention teams with sophisticated de-escalation toolkits, leading to improved churn metrics and enhanced customer sentiment."
- Performance Data: Utilized Skill Refinery resources, reporting and call monitoring tools to identify training gaps and implement targeted Performance Improvement Plans to drive goal achievement.
- Strategic Revenue Protection & Policy Design-Orchestrated a high-impact partnership across Training, Operations, and Customer Service to engineer the "OCC Playbook," establishing the definitive organizational standard for account adjustments. Mitigated significant revenue leakage by tightening credit eligibility requirements, resulting in a measurable reduction of discretionary "courtesy" credits. Championed the national scalability of the Playbook, transforming localized successes into a corporate-wide benchmark for financial governance and policy compliance.
- Elite Performance Management & Team Scaling-Cultivated high-performance culture that propelled a 500+ team organization to a #13 National Ranking, effectively aligning frontline execution with Verizon’s enterprise vision. Optimized revenue and subscriber growth by implementing specialized coaching methodologies tailored to diverse learning styles, ensuring sustained skill acquisition across Pro and Care segments. Engineered strategic monthly incentives and performance initiatives that drove the Greenville Pro Organization to a #3 National Ranking within a highly competitive market.
- Campaign Strategy & National Growth Initiatives-Leveraged deep subject matter expertise to spearhead national recognition and incentive programs, directly accelerating product sales and employee engagement. Directed high-velocity growth tactics for the Pro Organization, achieving an individual team ranking of #2 Nationally for new subscriber acquisitions ("Adds"). Designed and deployed advanced Service Recovery and Churn Mitigation training modules, significantly extending the customer lifecycle and protecting regional market share.
Lead Supervisor – Tech Support
VERIZON
Greenville, SC
07.2015 - 09.2016
- Executive Search Co-Facilitator: Partnered directly with Senior Leadership to co-facilitate the selection process for Technical Support Supervisors, serving as a subject matter expert in evaluating peer-level leadership candidates.
- Executive Support: Acted as the primary Point of Contact (POC) for the Senior Manager; facilitated staff meetings and delivered weekly performance readouts to the Director level.
- Recruitment Oversight: Conducted interviews for both Tech Supervisors and Senior Representative (Pro) teams, ensuring high-quality talent density.
- Operations Analysis: Analyzed complex performance data at both rep and supervisor levels to drive outlier management and technical support excellence.
- Strategic Organizational Growth Liaison-Architected and executed a comprehensive 'Internal Career Ecosystem' initiative, bridging 10+ business units—including IT, Business Sales, and HR—to catalyze internal talent mobility. By fostering a strategic partnership with Strayer University for onsite degree programs, I spearheaded a culture of continuous professional development that significantly fortified employee loyalty and reduced external turnover.
Supervisor – Transition Support
VERIZON
Greenville, SC
10.2013 - 07.2015
- Strategic Lead, Talent Pipeline & Employee Lifecycle Management-Orchestrated end-to-end recruitment strategies, representing Verizon at high-volume professional job fairs and conducting onsite behavioral interviews to secure top-tier talent for specialized business units. Collaborated with Human Resources to identify and audit high-yield sourcing channels, ensuring the candidate funnel was optimized for both technical aptitude and cultural alignment. Analyzed post-hire performance and "Speed-to-Productivity" metrics to refine candidate profiles, ensuring the recruitment strategy successfully targeted high-potential performers for the Greenville organization. Directed a post-hire mentorship framework, tracking the developmental progress of new associates to drive long-term company loyalty and facilitate internal career pathing. Bridged the gap between talent acquisition and operational execution by providing "floor-support" and real-time coaching, confirming that new hires were effectively transitioned from training to high-performance production.
- Talent Onboarding & Operational Readiness-Directed the 'Bridge-to-Floor' transition for new hires following a 6–8 week curriculum. Partnered with Learning & Development (L&D) to co-facilitate technical modules and provide executive oversight during classroom instruction. Served as the primary strategic link between theoretical training and live operational execution, ensuring 100% compliance with corporate standards and cultural integration
- Strategic Lead, Performance Coaching & Mentorship-Led and developed a high-impact team of six Support Coaches responsible for the individualized development of new employees. Audited coaching documentation and observed developmental sessions to ensure pedagogical consistency. Orchestrated real-time 'floor-support' strategies, ensuring coaches provided immediate tactical guidance to frontline staff during high-pressure customer interactions.
- Learning Strategy & Behavioral Development Specialist-Engineered multimodal training strategies tailored to diverse learning styles, utilizing real-time scenarios and immediate execution protocols to solidify knowledge retention. Implemented a 'Recognition-Based' motivational framework and customized self-paced development plans that transformed new hires into high-performing, independent contributors.
- Director of Internal Mobility & Strategic Partnerships-Architected an 'Internal Career Ecosystem' by hosting cross-departmental career fairs involving Business Sales, IT, and HR to boost long-term retention. Managed a strategic onsite partnership with Strayer University to facilitate degree and certification attainment, aligning individual career aspirations with organizational growth goals.
- Change Management: Led a massive transition team of 25 new members and 6 coaches, maintaining 100% metric achievement during business role shifts.
- Employer Branding: Partnered with Verizon Recruiters and HR Business Partners at regional job fairs to identify and attract top-tier talent.
Supervisor – Customer Experience
VERIZON
Greenville, SC
03.2003 - 10.2013
- Regional Leadership: Appointed as South Area Call Center Ambassador; collaborated with the South Area VP to streamline supervisory workloads across multiple sites.
- Special Projects: Served as Lead Coordinator for the Radio Shack project, managing the training and performance of 25+ temporary employees.
- Program Management: Founded and led the "Future Leaders" mentorship program, creating a pipeline for upcoming supervisory talent.
Education
B.A. - Business Management
Stillman College
Tuscaloosa, ALSkills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Team building
- Processes and procedures
- Operations management
- Process improvement
- Process monitoring and improvement
- Coaching and mentoring
- Teamwork and collaboration
- Multitasking Abilities
EDUCATION & PROFESSIONAL STRENGTHS
- Career Progression Champion: Expert in identifying and nurturing internal talent.
- Strategic Planner: Skilled in cross-channel partnerships (HR, L&D, and Operations).
- Analytical Problem Solver: Experienced in resolving complex customer issues to drive "Promoter" status.
Timeline
Supervisor – Loyalty & Customer Experience
VERIZON
09.2016 - Current
Lead Supervisor – Tech Support
VERIZON
07.2015 - 09.2016
Supervisor – Transition Support
VERIZON
10.2013 - 07.2015
Supervisor – Customer Experience
VERIZON
03.2003 - 10.2013
B.A. - Business Management
Stillman College