Education

Diploma,

Thomas Jefferson High School (June 2002)

B.A. Business Management,

Strayer University (Estimated- May 2015)

Certifications

Network+ Certification

E.C.P.I. Technological Institute

Key Skills

Microsoft Office Software

Various Company-provided Software -Integrated Verizon Advanced Provisioning Platform

(IVAPP)

Strategic Systems Platform (S.S.P.)

Service Order Processing (SOP)

Intelligent Global Office (IGO)

Converged Front End Engine (COFEE)

Lotus Notes

CAREER hISTORY

Verizon Telecommunications Inc. (October 2012-present)

Engineering and Capacity Manager/ Project Manager

Provides FTTP engineering support in OSP (Outside Plant)

Monitor and plan FTTP hub capacity.

Manage and screen held service orders, ensuring that the order is clear of engineering errors.

Generate various reports to assist in the observation of exhaust and take rates within hubs of the Potomac region.

Forecast the need for equipment in the field and central offices.

Assign workload to Engineers and Facility Administrators to design jobs for field technicians to install.

Allianz Global Assistance (May 2011-October2012)

Travel Service Associate(Senior)Supervisor

Assist Customer Service Associates with escalated calls from customers.

Coordinate with various departments in detecting fraudulent claims and implementing steps for loss prevention.

Handle escalated claims, audit issued payments, and ensure accuracy of claim payments.

Generate reports, create and maintain spreadsheets, handle presidential appeals and retention.

Maintain sales goals and assist with client retention efforts.

Review policy documentation to determine if loss is covered and which benefits apply.

Responsible for paying or rejecting the claims in accordance with the terms and conditions of insuring agreement.

Verizon Telecommunications (October 2005-November 2010)

New Hire Trainer (December 2008-November 2010)

Evaluate instructor performance and the effectiveness of training programs, providing                            recommendations for improvement.
Develop testing and evaluation procedures.
Conduct or arrange for ongoing technical training and personal development classes for staff members.
Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
Develop and organize training manuals, multimedia visual aids, and other educational materials.

Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
Analyze training needs to develop new training programs or modify and improve existing programs.
Review and evaluate training and apprenticeship programs for compliance with government standards.
Prepare training budget for department or organization.

Customer Service and Sales (March 2008-December 2008)

Identify sales prospects and contact these and other accounts as assigned.

Establish and maintain current client and potential client relationships.

Identify and resolve customer concerns.

Develop and maintain sales materials and current product knowledge.

Coordinate scheduled appointments with the customer for the installation and delivery of

merchandise and service.                              

Winback Porting Specialist ( February 2007-March 2008)

Handled customer requests to switch their local services from their current from the current                         telephone provider to Verizon. (LNPP/LOCAL NUMBER PORTABILITY)

Ensured that all dial tone ports where connected according to FCC regulatory guidelines.

Responsible for completing assigned spreadsheets within designated time intervals.

Interacted with upper level management to resolve presidential appeals issued by the

customer.

Fios Consultant (May 2006-February 2007)

Support retail markets with order management and error fallout

Identify training, process, and systems issues and escalate to the appropriate channels for                      resolution.

Open system trouble tickets and track all open issues until completion providing Fiber services to

the customer’s premises.

Copper Consultant (October 2005-May 2006)

Guarantee all customer orders are entered completely and accurately to ensure due dates                     are attained.

Provide internal customers from FSC and customer service assistance with processing                    orders.               

Utilize Legacy (backend) systems to offer error support to internal customers.

Coordinate service requests with external customers by negotiating due dates and                     informing of changes.

Verify that all fiber orders are completed by the time commitments agreed upon.

Maintain a high level of professionalism in a high pressure and consistently changing

position.

Utilize various forms of contact with IT department to gain access to provisioning system

for orders.