• Served as a key member of the leadership team, setting and driving people strategy on up skilling project transitioning technologies to digital marketing platforms. Worked in close partnership with executive teams to ensure alignment and execution of workforce plans. Utilize change management best practice and external perspective to manage operations and review team results.  

  • Managed all aspects of Human Resources activities related to the spin-off merger transaction of regional operations in Maine, Vermont, and New Hampshire to FairPoint Communications including leading change management and employee communications sessions.

  • Delivered strategic planning for trouble reporting and analysis call center operation to exceed regulatory requirements. Improved employee engagement ratings. Successfully completed center consolidation, implementation of a multilingual group, cross-functional teaming, and transformation to a proactive calling group to achieve best in class customer services indices.

  • Project managed implementation of attendance improvement activities to meet financial objectives. Directed and conducted call center attendance audits. Provided status reports and presentations to entire organization. Adjudicated second step grievances. Delivered training and post implementation support to 300 frontline supervisors within 42 call centers across the national footprint. Result: 9% reduction of absence rate, year over previous year.

  • 1997 Leaders in Excellence finalist for provisioning defect reduction initiatives. Developed, identified, evaluated and implemented customer provisioning process improvements. Authored methods and procedures to ensure process compliance and standard operating environment. Conducted necessary research to provide technically sound solutions and innovations.

  • Frontline supervisory experience within work groups of Operator Services, Central Office (CO) Switching and Frame, Recent Change Memory Administration Center (RCMAC), Mechanized Loop Assignment Center (MLAC), Repair and Customer Care Installation Center (CCIC).