1. 2014 Performance
2014 - Year-End Performance Review
Employee: Danielle L Lozano , Manager-Customer Svc Ops
Manager: Christopher Arnold, Dir-Customer Svc Ops
Business Group:Wireless
Band:6V
Update the Employee Accomplishments/Status for each objective.
Section 1 - Objectives
Supervisor Responsibilities
- Description and Measures:
As a Verizon leader, drive business results by building and developing a strong diverse team and
maximizing team performance. Specific measures include:
1. Setting and communicating objectives and priorities and providing ongoing direction
2. Completing all required performance documents and conducting associated performance
discussions (performance agreement/objectives, mid-year review, year-end review) by required
deadlines
3. Providing ongoing performance feedback, coaching, training and development
4. Taking appropriate performance improvement action, or administering appropriate discipline when
employees do not meet performance standards or expectations
5. Ensuring a safe and ethical work environment by complying with the Code of Conduct and all
Company policies
- Employee Accomplishments / Status:Danielle is effective at communicating the key priorities of the business
by explaining the why behind the what. She conducts reviews regularly with her team and places a strong focus
on employee development, proven by her 3 Greenbelt VLSS candidates. She completes her required reviews on
time and maintains strong documentation of her coaching sessions.

2. Manager Comments (Optional)
Living by the Credo
- Description and Measures:Model the Credo in our daily work by demonstrating integrity, customer focus,
sense of urgency, personal accountability, teamwork, and by complying with the Code of Conduct.
- Employee Accomplishments / Status:Danielle models the Credo in all that she does each day. She is willing
to coach others and is very receptive to coaching to develop her skills. As part of her daily routine, monitoring
calls can highlight employees who are out of compliance with our standards. She is quick to take action with their
supervisor and provides all the necessary documentation to take the appropriate action.
Manager Comments (Optional)
Section 2 - Performance Agreement
Status: Completed Period: January 1 - December 31
Manager Comments (Optional)
See attached scorecard
Employee Comments (Optional)
T Manager Signature & Release to Employee Date: 02/07/2014

3. T Employee Signature Date: 02/07/2014
Section 3 - Mid-Year Review
Status: Completed Period: January 1 - June 30
Manager Performance Summary
Please see attachment.
Danielle made great strides in the first half of 2014 with her focus on customer retention and has lead
the way on this effort in Customer Service and across the NE Area.
Danielle took on the project lead of the Point B Save Execution Team. This gave Danielle visibility in
not just the customer service arena, but across all regions and channels. Danielle has done an
excellent job in leading
the team and has been the key to their success. From this role, Danielle has also had the opportunity
to read-out to our Area leadership including Area President Bill Foshay.
Danielle had an awesome opportunity of reporting directly to NE Area CS VP Vicky Boston for the
second quarter. This was a great opportunity to give Danielle even greater exposure. Danielle took
this opportunity to lead the charge with customer
service in the War on Churn. She created even more solid relationships with the director team and
was seen as a peer. She had weekly read-outs on Vicky's staff meeting where she gave clear call to
action on what needed to be done to improve performance.
Danielle's possibilities in this company are limitless. I am excited to see what Danielle will do with the
port ratios in the second half of this year as I know
that she will create tremendous improvement. I recommend that Danielle continue to focus on obtaining
her degree so that when she is ready for that next role, that she will have all of the tools in her
arsenal to make her the obvious choice.
Employee Comments (Optional)
T Manager Signature & Release to Employee Date: 07/08/2014

4. T Employee Signature Date: 07/08/2014
Section 4 - Year End Review
Status: Completed Period: January 1 - December 31
Manager Performance Summary
Danielle is well deserving of her Leading rating in 2015. I had worked with her in my prior role as
center Director and was always impressed by her can do attitude. Since taking on my new role and
having her as a direct report, I am seeing the fundamentals in action that make her a very effective
leader. She articulates her ideas is a very concise manner and has done the research to support them.
She communicates
openly with her team and connects them to the reality of the business, both good and bad. She is
very receptive to other peoples ideas and promotes collaboration at all levels. Danielle is very effective
at working across departments and building relationships to accomplish common goals like churn
reduction. She is always challenging her team to look at new an innovative approaches to drive the
business forward in support of
our key objectives.
Danielle and her team were responsible for successfully launching Compass and leading the nation in
utilization. She introduced Pro Coach roles to mentor other Pro's to enhance their skills. She developed
and implemented a successful Bells Of Churn training and created the Impact 30 report to highlight
opportunities in our customer experience causing port outs. She ran the NEA Point B save execution
team
and sponsored the R3 Academy program for supervisors. These major projects highlight Danielle's ability
to multitask and be a successful project manager.
Danielle is a team player who possesses a winning attitude. She is trustworthy, accountable and
operates with a high level of integrity. She is always looking to improve her skillset through education
and taking on new assignments. Danielle is an asset to not only my team
but also to the NEA customer team as a whole.
Employee Comments (Optional)
T Manager Signature & Release to Employee Date: 02/23/2015

5. T Employee Signature Date: 02/23/2015
Section 5 - Performance Rating
Leading Employee sustained performance above objectives, requirements and
expectations.
Performing Employee sustained performance meeting objectives, requirements and
expectations and periodically exceeded them.
Developing Performance did not meet objectives, requirements and expectations; some
or all objectives were not met and improvement is needed.
New Achievement relative to performance objectives cannot be evaluated due to
short tenure in position.
- New to Company (less than 6 months in position). Note: A "New" rating
may not be used as an end-of-year rating for any transferred or promoted
employee.
- Performing duties less than 3 months of the year due to an authorized
absence or leave.
Performance Rating:Leading
Signatures :
___________________________________________________________________________
Employee : Danielle Lozano Date: 2015-02-23
___________________________________________________________________________
___________________________________________________________________________
Manager : William Spargo Date: 2015-02-23
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