Monica Hammond

Monica is a transformative executive leader and global operations strategist, currently serving as Senior Vice President of Customer Success for Verizon Consumer Group (VCG). At the helm of an organization serving 100M+ consumers, Monica orchestrates the strategic intersection of Sales, Service, and high-scale execution. She leads a massive global organization of 40,000 employees, managing a complex workforce across international borders to deliver seamless, world-class customer experiences.As the architect of the Service+ program, Monica has redefined the customer lifecycle by evolving traditional support models into high-performance, revenue-generating engines. She is a pioneer in AI-first organizational transformation, currently leading the integration of agentic AI to revolutionize frontline efficiency for her global workforce. Her expertise spans a complex multi-product landscape—including Broadband and Mobile—where she manages intricate global vendor ecosystems. She has also managed high-velocity inside sales organizations.Monica’s distinctive ability to inspire leadership at scale is rooted in her commitment to the betterment of women in business. As the creator and sponsor of Women of Influence and the Women in Tech Program, she identifies and nurtures the next generation of female technology leaders. Her commitment to global impact is further solidified through the Miles Family Foundation, which she established to advance digital equality, financial literacy, and education for vulnerable populations.A highly acclaimed leader, Monica has received the industry’s most prestigious honors, including the 2024 Reuters ‘Customer Service Leader of the Year’ and the Spectrum Circle Innovation in Corporate Leadership Award. Under her direction, her team was named 'Customer Service Organization of the Year', recognizing her ability to drive winning performance across a 40,000-person footprint while maintaining elite KPI standards.Monica holds a Master of Arts in Organizational Development from Bowie State University, a Bachelor of Arts from Virginia State University, and is a VLSS Master Black Belt. She serves on the Board of Directors for Envision Lead Grow, dedicated to breaking the cycle of poverty through the power of entrepreneurship.