joan germino

vendor manager

About

Award-winning manager with extensive experience in sales and customer service operations. Sought after leader that successfully manages employee performance by creating a work environment that motivates employees to excel. Recognized for ability to develop high-performing teams to accomplish challenging goals in a fast-paced environment. Leads by example with strong work ethic & commitment to quality & accountability. HIGHLIGHTS Call Center Operations Process Improvement Effective Coaching Project Management Performance Evaluation Customer Satisfaction Employee Development Advanced Problem Solving Skills Manpower Deployment Field Operations Labor Relations Sales and Customer Retention Union Partnership

Country

united states

City

tampa

Industry

telecommunications

Skill

leadership, training, management, coaching, team building, employee relations, customer retention, process improvement, customer service, staff development, call centers, leadership development, team leadership, project management, higher education, customer satisfaction, time management, adult education, interviews, career counseling, public speaking, resume writing, college recruiting, recruiting, employee training, program management, hiring, policy, marketing, organizational development, career development, admissions, call center, strategic planning, human resources, retaining customers, outlook, campusvue, campus, inventory management, operations management, microsoft excel, teamwork, performance improvement, labor relations, budgets, change management, access, supervisory skills, administration

Experience

rmg analyst and vacation and absence coordinator - vrrc

verizon

2001-1 - 2003-1 · 2 yrs 1 mo

director of student services

corinthian colleges

2010-2 - 2014-10 · 4 yrs 9 mos

fios local manager - customer operations

verizon

2007-8 - 2009-7 · 2 yrs

supervisor - verizon repair resolution center

verizon

2004-3 - 2006-3 · 2 yrs 1 mo

fios supervisor - dispatch resource center

verizon

2006-3 - 2007-8 · 1 yr 6 mos

Oversaw a group of ~20 union-represented Dispatchers affording coaching & feedback to assist in more efficient dispatching that equated to improved technician productivity & customer satisfaction. Conceptualized strategies for deployment of manpower, due dates & repair clocks, balancing & allocating resources in order to successfully serve ~800 customers daily. Teamed up with local managers, technicians, Jeop Desk & dispatchers to ensure customer appointments & commitments were met > 90% of the time (Top team - Tampa South). Controlled Overtime (OT) to budget constraints by utilizing OT roster that in effect resulted in company savings of >50K per year. Spearheaded >10 projects in an effort to aid the department in conceptualizing a more cost-effective dispatch process meanwhile improving field productivity & customer service.

interim resource management supervisor - vrrc

verizon

2003-10 - 2004-5 · 8 mos

Supported the Operations Manager in running the Call Center operations with 250 hourly employees. Lead a team of 4 management employees in helping the center meet its goals. Promoted efficient and cost-effective level of operation by maintaining Service Levels (SL) (90% for South gates) & Average Speed of Answer (ASA) (23 seconds for Florida gate) as mandated by the PSC through utilization of OT & surplus in manpower whenever possible. Supervised a team of 4 management employees in meeting RMG's objectives: Occupancy, Quarter Hours, OT, Surplus target, SLs & ASA through leadership, motivation & teamwork. Responsible for schedules & vacation for the RMG staff.

vendor manager

bright house networks

2014-11 - Present · 11 yrs 11 mos

vendor manager

charter communications

2016-6 - Present · 10 yrs 4 mos

Charter Communications is America's fastest growing TV, internet and voice company. We're committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter's business strategy and it's the philosophy that guides our 90,000 employees.