Staff Manager

Posted on: 2006-10-04

KATHLEEN M. GUINEY 47 Acorn Rd. [email protected] Dennis, Ma. 02638 (508) 385-6616 Profile: A level-headed, results-driven professional with experience in management, customer service, sales, workforce development Highlights: § Extensive experience in management, supervision and staff development § Quality Improvement team member for 5 years, developing process simplification strategies to streamline order entry, processing, billing, and service operations § Served on Customer Care Process Improvement team, redesigning, testing and implementing new Customer Satisfaction questionnaire § Developed and delivered training programs for over 500 personnel in Customer Service, Regulatory Compliance, Systems Applications and other topics Experience: VERIZON Worcester, MA Sales Support Specialist (Regulatory & Compliance Division) 11/03 to 8/06 § Provided support to Retail and Business marketing divisions concerning Federal Communications Commission (FCC) compliance regulations § Wrote methods and procedures for Marketing to ensure compliance with FCC standards and regulations § Acted as liaison with Retail and Wholesale marketing divisions regarding carrier issues and worked in collaboration to address compliance questions and concerns § Evaluated and investigated reported complaint violations, including reviewing legal documents and drafting recommendations § Identified potential areas of compliance vulnerability and developed/implemented corrective action plans § Developed and provided effective compliance training programs, both for new employees and ongoing training needs Specialist Team Leader (Regulatory & Compliance Division) 2/02 to 11/03 § Managed a team of 22 long distance and compliance Observers serving the Northeast region § Responsible for establishing and meeting objectives for Long Distance services as required by government regulations § Reported non-compliance issues to FCC. § Hired and trained new Observers for residential and business offices for Long Distance carrier sales and Compliance adherence. Team Leader (Retail Marketing Division) 11/00 to 2/02 § Managed a team of 26 residential service representatives. § Responsible for meeting sales objectives as well as personnel conduct and performance objectives § Provided initial and ongoing training, direct supervision, action plans and staff development plans Training and Development Coordinator (Human Resources Division) 8/96 – 11/00 § Responsible for development and delivery of initial and continuation training to Sales and Billing divisions comprising 80+ employees § Provided field support via site visits and web-based tools § Conducted Systems trainings for 20+ Systems Applications Education: Assumption College Worcester, MA Graduate Coursework in Business Administration Worcester State College Worcester, MA Bachelor of Science – Education References: Available upon request