1. WILLARD THOMAS HILDRETH
133 Beecher Avenue +1.215.379.5503
Cheltenham, PA 19012 willyt52@gmail.com
SUMMARY
Call Center Management professional for one of the world’s largest telecommunications company. Proven strengths in
communication strategies under stressful environments, managing large organizations for peak performance, and
relationship building. Known for having the ability to instill the highest costumer services practices by:
▪ Providing a clear understanding of the goals and vision
▪ Creating and personally facilitating training workshops to ensure skills are developed for employees to meet
requirements to be successful and secure employment
▪ Establishing a culture of inclusion and personally engaging people, to achieve a highly energized team.
PROFESSIONAL EXPERIENCE
VERIZON​, Pennsylvania / Delaware 2008­2015
Manager,​ Enhanced Resolution Center (2004 – 2015)
Managed the combination of the Order Inquiry Center and the Repair Center to create the Enhanced Resolution Center for
installation and maintenance for landline services. Completed observations, audits, and performance reviews to ensure
interaction with customers was polite, respectful, and accurate. Developed and delivered training workshops for the
Delaware (1) and Pennsylvania (4) centers
▪ Implemented the 12 to 8 AM center to handle national repair calls, establishing processes and procedures and
partnering with the Union to create a smooth transition
▪ Developed and facilitated the following Enhanced Resolution workshops:
o Choices­Circles­Consequences: focusing on the relationships of making choices, taking action, and
consequences that can follow
o Transactional Analysis: identifying the 3 ego states we communicate from and how that influences our
conversations
o Social Competence: promoting the use of the magic words of Please, Thank You, and Your Welcome to
create a positive relationship and effective communication, significantly reducing misunderstanding and
confrontation
▪ Selected to facilitate Verizon's Service Elite Workshops for the East Coast Regions.
o Sessions included Senior Leaders sharing information regarding the state of the business.
o Facilitator role included guiding discussions on concerns within the business, ideas for resolving issues, and
exercises to explore a more effective way to work together.
o Completed over 50 workshops with an average facilitator rating of 4.5 out of 5.
Manager,​ Order Inquiry Center (1999 – 2003)
Led the project management for creating the Verizon Order Inquiry Center and then was the manager for that center. This
included responsibility for the Norwalk Ohio center that was part of GTE prior to the merger with Bell Atlantic. Performed
observations, audits, and performance reviews to ensure all results were met.
▪ Project management , from inception to execution and management involved: selecting the center location, working
with HR to staff new positions, designing the layout for the work space, scheduling training for employees filing the
open positions and coordinating the oversight for responsibility, accountability, communications, and implementation
▪ Worked with the Former Bell Atlantic and Former GTE unions to establish combined center environment. This
included:
o Establishing new responsibilities for the two centers
o Creating new processes and procedures
o Moving work between centers.
o Working with 3 different unions to successfully create a new center crossing Bell Atlantic and GTE that
resulted from the merger

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WILLARD THOMAS HILDRETH
+1.215.379.5503
▪ Received Verizon's Achievement of Excellence for leading the successful creation and combining of the Order Inquiry
Centers
BELL ATLANTIC PENNSYLVANIA​, Philadelphia, PA 1992­1998
Manager Centralized Repair Center (1992­1998)
Managed 18 Repair Supervisors for 2 centers in Pennsylvania and 1 center in Delaware. Performed observations, audits,
and performance reviews to ensure all required results were met. Handled high level escalations.
▪ Facilitated several cross function Quality Improvement Teams to rework processes related to customer service and
more efficient handling of repair situations
Manager,​ Special Services (1989 – 1991)
Managed 10 Special Services Supervisors providing repair and monitoring of designed circuits, hi capacity data, and
backbone networks. Interacted with other large long distance groups such as AT&T, Sprint, and MCI.
▪ Created Essential Service Group to handle escalations and specific customers.
Supervisor​, Special Services (1985 – 1988)
Supervised Special Service Maintenance group that provided repair on designed circuits. Completed observations, audits,
and performance reviews to ensure requirements were met for circuit specification, timely repair, and proper interaction
was provided with customers and other telecommunication companies.
▪ Developed and delivered newsletter for the center
▪ Developed, with another supervisor, the brochure for the Special Service Center
▪ Played a key role in making a breakthrough achievement in repair time results.
▪ Provided strong leadership and strategies that lead to being promoted to Special Service Manager for the Philadelphia
PA center.
Business Office Supervisor​ (1980 ­1984)
Managed a group of Service Representatives. Did observations, audits, and performance reviews to ensure interaction with
customers was polite, respectful, and accurate.
▪ Demonstrated strong leadership skills and managerial strategy that delivered strong results.
Service Representative​, Jenkintown, PA (1976 – 1979)
Customer service that included taking orders for new service, moves, or changes. Also investigated billing claims and
collections.
▪ Successfully met all requirements of job and demonstrated strong potential for management in the call center. Was
given in charge assignments for supervisor on a regular basis. Scored very high on the Management Assessment
Center rating.
Operator ​(1975 – 1976)
Answered and assisted customers needing help to complete local, long distance, and international calls
▪ Successfully met all requirements of the position
EDUCATION, PROFESSIONAL DEVELOPMENT AND TRAINING
Diploma​, Cheltenham High School, Cheltenham, PA

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WILLARD THOMAS HILDRETH
+1.215.379.5503
Major Training completed during career in the telecommunication business are as follows​:
Company provided Development and Training:
Wharton Leadership Course
Project Management
Continuous Learning; Total Quality Improvement
7 Habits of Highly Effective People
Service Elite
Be The Reason