William Carnahan

Led Verizon Pennsylvania State and Local Government Affairs team to advance Verizon’s public policy position on multiple fronts/issues with key stakeholders

Led Verizon Pennsylvania philanthropic initiatives through our partnerships with our foundation and key state and local non profit leaders in education, technology and healthcare

• Presented executive-level reports that informed decision-making and strategic direction for the company.
• Led cross-functional teams to drive strategic initiatives and enhance operational efficiency.
• Streamlined internal processes, resulting in improved resource allocation and cost savings.
• Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
• Collaborated with senior management to develop strategic initiatives and long term goals.

• Led fifteen(15) collection call centers across seven(7) states and District of Columbia.
• Led team of Six(6)managers, Fifty(50) supervisors and over a thousand(1000) CWA associates.
• Led cross-functional teams to develop strategic initiatives aligning with corporate goals.
• Drove operational efficiency through process improvement and resource optimization strategies.
• Mentored junior staff, fostering professional development and enhancing team capabilities.
• Analyzed market trends, translating insights into actionable business strategies for growth.

• Managed five(5) collection call centers in PA/WV footprint consisting of twenty(20) supervisors and over four hundred(400) CWA associates.
• Led cross-functional teams to enhance operational efficiency and improve service delivery.
• Developed training programs to onboard new employees, fostering a culture of continuous learning.
• Implemented process improvements that streamlined workflows and reduced turnaround times.
• Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.

• Supervised collection call center in New Castle PA of Thirty(30) CWA associates.
• Oversaw daily operations, ensuring compliance with company policies and performance standards.
• Led team meetings to align objectives and promote effective communication among staff.
• Trained new employees on operational procedures and best practices for customer service.
• Implemented process improvements that enhanced workflow efficiency across departments.
• Facilitated conflict resolution, fostering a positive work environment and team cohesion.

• Facilitated initial and continuous educational training for entry and existing collection associates and management.
• Led initiation of TBO(Team Based Organization) training in ten(10) call centers across three(3) states.
• Developed and facilitated Verizon accredited diversity learning program.
• Facilitated training sessions to enhance team performance and knowledge retention.
• Developed engaging materials to support learning objectives and improve participant engagement.
• Coordinated logistics for workshops, ensuring smooth execution and participant satisfaction.
• Collaborated with cross-functional teams to align training initiatives with organizational goals.
• Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
• Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.