Professional Experience

 

BLUE CROSS BLUE SHIELD of MASSACHUSETTS · Hingham, Massachusetts

Member Services Representative                                                                                                                               July, 2010-present

Trained in concierge delivery model for service to BCBSMA members and providers for benefit and claim inquiries. Received numerous call center Impact awards and World Class SQM results plus company-wide Connect 4 Excellence award.

 

COWORX STAFFING SERVICES · Hingham, Massachusetts

Customer Service Representative                                                                                                   September, 2009-present

Temporary position as a proxy voting specialist at Broadridge Financial Solutions on behalf of mutual fund clients including Dreyfus, iShares, and State Street Global Advisors. Received numerous Service Awards for 100% service quality rating.

 

VERIZON COMMUNICATIONS · Quincy, Massachusetts

Network Design Engineer-Outside Plant Engineering & Planning                                                                      1990-2008

Determined economic facility relief strategies to meet customer service demands due to exchange growth such as construction of new developments.  Performed strategic planning and tactical implementation functions for large, complex business sales of voice and data services. Prepared price quotes for billable services under special construction tariffs. Interfaced with local, Central Office and Remote Terminal Engineering groups and equipment vendors for design and implementation of annual construction program as well as custom work requests for SONET networks. Specific accomplishments include:

 

Customer Experience/Project Management:

·         Implemented sales of custom networks for large business customers worth in excess of $2M in annual revenue.  The number of sold bid proposals in my area met or exceeded the average 20% statewide sales conversion rate.

·         Upgraded facilities to provision customer orders for DS1, DS3, UNE and SONET services on time within established intervals while managing a local construction budget allocation of approximately $70M per year.

·         Improved service to cell providers by converting problematic sites in MA to fiber facilities.

·         Monitored traffic and capacity levels to forecast scope and timing of network augmentations.

·         Prepared a permanent cable restoration plan within two months after ten feeder cables were damaged by a contractor in a major intersection. The temporary service restoration and permanent plan resulted in expenditures of $5M for this undertaking which was the largest scale, single damage case in our region’s history.

·         Relocated telephones, PC’s, furniture and equipment for an office move of 35 employees.

·         Coordinated the FOA (First Office Application) for the trial of a new DSLAM ADSL product in the Verizon-East footprint.  Following this trial, the product was deployed in over 23 locations and resulted in qualifying approximately 5800 additional lines for ADSL in the first year.

·         Redesigned and relocated, in conjunction with the revitalization of the Greenbush railroad line on the South Shore, cable and conduit feeds which were in conflict with the construction of the railway, the new street crossings and seven new train stations.  This route encompassed eighteen miles of track in five communities with simultaneous construction in multiple locations during the course of the project.

 

Regina M. Snyder,                Page Two:

 

·         Coordinated plant relocations for numerous road widening projects, bridge reconstruction and mandatory Chapter 166 undergrounding projects with state and municipal entities as well as other utility companies. Worked closely with ROW agent to insure rights-of-way and easements were secured in advance of all construction projects.

 

·         Collaborated with the Legal Department to develop a ROW strategy regarding HazMat treatment for previously abandoned lead cables and conduit. The intent was to allow reuse of the space as requested by the municipality but preclude any liability associated with disturbing the contained environmental hazard.  The policy paper was distributed throughout the department to inform all engineers of the company guidelines in such situations.

 

Fiber to the Premise (FTTP):

·         Designed a network plan for the deployment of FTTP to pass approximately 8500 households.

·         Monitored equipment utilization and added capacity for growth in three assigned FTTP wire centers.

·         Evaluated sites for potential FTTP MDU First Office Applications for Motorola equipment trial.

·         Prepared budget estimates for FTTP vetting in various locations under consideration for funding, including Southfield, a 1400-acre development at the former Weymouth Naval Air Station property.

·         In anticipation of new FTTP video requirements on several South Shore routes, worked with a vendor to obtain price quotes and establish a contract to build conduit in a bridge that was under reconstruction by the Mass. Highway Dept.  This conduit allowed for placement of a new interoffice fiber cable to replace an obsolete submarine cable and augment the expected build-out of the FTTP video and data backbone network.

 

Assistant Product Manager-Network Services-Marketing & Technology                                                        1990 and prior

Managed product life cycle and revenue stream for WATS and 800 Services by implementing pricing, sales campaigns and marketing strategies in an emerging, competitive environment. Project managed introduction of new products and services within Network Services including 800 VALUFLEX Service, Express Call, Group Bridging Service and various optional toll calling plans. Served as liaison to all other departments to ensure operational readiness prior to service activation, including design, installation, maintenance, work center training, rate and tariff preparation, billing and advertising.

 

·         Managed product life cycle and revenue stream for WATS and 800 Services by replacing dedicated facilities in favor of database services. Co-chaired interdepartmental teams to file tariffs introducing the new 800 VALUFLEX Service in five New England states.  The service introduction exceeded all revenue and sales objectives in the first year.

·         Analyzed WATS and 800 Service customer-specific usage and revenue data for rate planning purposes.  Documented studies for tariff filings with rate changes and restructure proposals in five New England states. These services were successfully restructured from flat-rate billing options to usage-sensitive, volume-discount based pricing plans.  This resulted in increased revenue for the product line. 

·         Provided regulatory and witness support functions for the filing and implementation of new optional calling plans and toll service proposals in five New England states.  Accurate documentation and analysis of customer data were needed to prepare witnesses to testify at DPU hearings.  This also involved timely communication of the project status to the local area rate groups and upper-level managers throughout the department during all proceedings.

 

Education

 

Emmanuel College, Boston, Massachusetts

Bachelor of Arts in Mathematics, Cum Laude with Distinction in Mathematics

 

Leadership and Affiliations

 

Women’s Association of Verizon Employees (WAVE)

Member of WAVE in New England for 10 years participating in Training Seminars, Community Outreach programs, local Networking Circle and Professional Development Workshops

Volunteered on steering committee to improve quality of programs and increase member participation

Evaluated employee nominations and recommended semi-finalists for the Chairman’s annual Leaders in Excellence Awards

 

Volunteer experience

 

Xaverian Brothers H. S., Dedham, MA-Parent volunteer for development office fundraising and outreach events