1. JENNIFERSHARO
JMatty1234@aol.com
440 Washburn Ave, Washington, NJ 07882
908-812-0900
OBJECTIVE
I am currently looking for a full time position in a highly dynamic and collaborative environment that offers
greater challenges, as well as the opportunity to advance a company’s strategic goals and objectives.
EXPERIENCE
Pinnacle Technical Resources - Dallas, TX 75240 August, 2016 – Present
March, 2014 – April, 2015
Collabera, Inc. - Morristown, NJ 07960 October, 2012 – March, 2014
Business Continuity/Disaster Recovery Operation Analyst (Contracted to Verizon Wireless)
 Given primary responsibility for the periodic management coordination, consolidation, analysis and
reporting of forty-five (45) Regional Crisis Management Teams, including key performance indicator
(KPI) updates to database sources, updating senior leadership of changes and variances, and acting
as liaison between teams and Network to credential members for Government GETS/WPS services.
 Ensured that critical data was stored and disposed of properly to ensure confidentiality and maintain
compliance with company records management and information security guidelines.
 Managed all aspects of on-boarding and off-boarding administration for Crisis Management Team
Members.
 Responsible for timely maintenance of crisis management content to the Verizon internal intranet
portal.
 Other primary and additional deliverables included management of monthly public safety and outreach
events, managing Crisis Management action items, initiating Business Continuity plans and tests, and
driving successful completion of Crisis Management training exercises. Successfully managed in-flow
of complex issues logged through team email site, analyzed for severity, and assigned to proper
individual to handle requests.
United States Census Bureau - Roxbury, NJ March, 2010 – May, 2010
Census Enumerator
 Efficiently reviewed assignmentareas to determineorganization of neighborhoods, includingtargeting of
households for conducting prospective interviews.
 Conducted interviews with residents in assigned areas by ensuringcompliance with stringent census
guidelines and confidentiality laws. Successfully transferredinformation gathered into actionabledata metrics
for a variety of government uses.
 Successfully assessed and refined quality control levels on selected addresses, determined whichsamples
passed or failed, and maintainedrecords for quality control verification.
 Achieved and maintained significantly high productionrates vs. peers.
 Maintained records of hours worked, units produced, miles driven, quality control results, and expenses
incurred in the performanceof duties,for data metrics gathering and subsequentquantitative analysis.

2. JENNIFERSHARO
Verizon Wireless - Morristown, NJ 07960 2000 – 2003
Quality Assurance and Customer Relations Coordinator
 Call center monitor- provided feedback to employees and performance assessments to management.
 Tracked quantitative data metrics, including call trends for Verizon marketing research.
 Created quality initiative targets for staff, leading to significant increase of performance on 800-line
 Responsible for analysis and review of incentive results versus target for Verizon management through
PowerPoint management presentations.
 Successfully managed through efficient resolution of customer internet inquiries and issues for all New
Jersey and Pennsylvania accounts.
 Asked to take on additional responsibility implementing the Witness Monitoring System (WMS) and
training the Quality Manager and Quality Team. Acted as a liaison between Verizon Wireless and
WMS.
ADDITIONAL EXPERIENCE
Senior Collections Specialist-National Accounts 1998-2000, Customer Financial Services Trainer 1997-
1998, Customer Financial Services Specialist inbound and outbound 800 line 1993-1997 all at Bell
Atlantic Mobile Bedminster, NJ Customer Service Macy’s Data & Credit Services Cranford, NJ 1991-
1993 Auto Dialer Collections Macy’s Data & Credit Services 1990-1991 Data Entry Macy’s Data & Credit
Services 1989-1990
VOLUNTEER ACTIVITIES
Washington Township PTA - Washington, NJ 2011 – Present
PTA Volunteer
Bike Safety Chairperson 2014-2016, Responsible for Facebook Updates and Website Maintenance 2015-
2016, Yearbook Co-Chair 2016, Fall Festival Co-Chair 2016, Class Room Representative 2011-2012, Room
Representative Co-Chair 2012-2013, Coordinated Teacher Appreciation Week activities for Port Colden
School May 2013, assisted with Book Fair and Plant Sales, volunteer as classroom volunteer as needed
SKILLS
 Excellent Organizational Skills
 Strong Customer Relations Skills
 Superior Data Entry, Reporting & Information Analysis Skills
 Proficient in Microsoft Office Suite (e.g., Excel, Word, Access and Power Point), Cisco Jabber,
IBM Lotus Sametime, WebEx, Polycom Phone System, Drupal Software, Sharepoint, ADOM
(Active Directory Management), My PTA.Org Web update system and Google Shared Calendar
EDUCATION
UNION COUNTY COLLEGE - CRANFORD, NJ
1989-1991 Communications/Liberal Arts Major
Garden State Scholar 1989, Verizon Wireless Circle of Excellence Award 2000