The document provides Joanne Moynihan's work experience and responsibilities spanning from 1989 to present. She has held roles such as Senior Analyst, Specialist, Assistant, Staff Consultant, and Representative focused on customer service, sales support, business operations, and administrative support. The roles demonstrate her experience managing customer complaints, vendor relationships, projects, processes, and teams across multiple employers including Verizon, American Funds, and directory assistance.

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Joanne Moynihan
Sr Analyst-Business Operations
6360 Thompson Rd
Syracuse, NY-13206 USA
315-459-5752
Work Experience
Employer: Verizon
Job Title: Sr. Analyst-ACD Vendor Investigations
Start Date: January 9, 2012
End Date:
Responsibilities and Key Accomplishments:
•Manage and resolve customer complaints/alarms for Alternate Channel including research, resolution, response and synopsis of
findings
•Provide Vendor support for Alternate Channel complaints and alarms
•Effective utilization of various systems including iGO, eCORS, SPOT and Cofee Anywhere for complaint/alarm research
•Maintain integrity of CARS database updates/documenation
•Utilize good problem solving skills and attention to detail
•Manage Vendor relationships hosting calls as needed to ensure expedient resolution of customer escalations and drive positive
change for a better customer experience.
•Utilize strong analytical skills for agent trending and data analysis
•Funnel identified issues and recommendations to appropriate groups.
•Work and communicate directly with Regional teams, Security, Legal, CFS etc.to ensure complete evaluation of agent activity
•Communicate effectively agent complaint/alarm results and drive vendor agent improvements
•Create monthly slides for vendor governance calls and analyze results for any trending
•Create monthly slides for ACD Channel call and analyze and discuss results
•Maintain daily vendor complaint feedback and updates
•Review and close daily complaint activity in databases
•Managing Vendor as well as Regional Management relationships
•Partner and collaborate with all consumer D2D sales partners in Alternate Channels as well as channel/regional management
•Made positive contribution by reducing Consumer D2D complaints to sales percentage from 1.70% in 1st Qtr 2015 to 1.52%
through Nov 2015.
•Responsible for root cause analysis and providing successful resolution to over 3900 alarms and complaints through Nov 2015.
•Partnered with appropriate teams to reduce cancels by having an edit put in C2G to prevent cancel/open/new scenario
•Participated with setting up AI requirements
Employer:
Job Title: Specialist-Sales Support
Start Date: April 13, 2009
End Date:
Responsibilities and Key Accomplishments:
Support customer experience within the Strategic Acquisition Channel (SAC) organization managing customer escalations
andautomated confirmation program. Program manage and maintain project details and databases. Manage vendor and
Regional relationship to ensure positive customer experience and change. Develop performance metric scorecards to support
SAC activity. Manage customer advocacy complaints/challenges ensuring timely response for gate metric. CERS target 1.5%-ytd
.7% including 45 successful challenges to date
-Ensure 98% D2D vendor close loop response
-Host bi-weekly observation sessions measuring 5 categories to include establishing rapport, Review of ENTIRE order, Attempt
to save and Verifying email address to ensure quality of ANA program
-Maintain daily vendor complaint feedback and updates
-Daily monitoring of files from Skycreek to ensure data integrity

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-Review and close daily complaint activity in databases
- Develop & manage quality observation and correction slides for ANA program and review with NSOCC Team
-Complete ANA Program Quality Audits
-Perform Quality Complaint Investigations for National database
-ANA call center/vendor communicating trends
-Complete Monthly IB Quality Audits as needed
-Managing Holiday ANA schedule
-Managing Vendor Relationships
-Wentzville training and floor support
Employer:
Job Title: Assistant-Office Support
Start Date: August 28, 2006
End Date:
Responsibilities and Key Accomplishments:
Responsible for providing business and operational support. Provides administrative services to the general employee population
which may include coordinating messages, appointments, calendars and file maintenance. Responsible for payroll for employee
population. Creates, researches and compiles power point presentations.
Employer:
Job Title: Sr Staff Consultant
Start Date: March 28, 2005
End Date:
Responsibilities and Key Accomplishments:
Responsible for promoting good customer relations by providing necessary customer service and offering support to our sales
organization and their customers. Provide necessary customer service to the end users of our products and services and ensure
customer satisfaction; handle complex customer requests. Primary responsibility includes facilitating end-to-end process
development for FTTP Retail Markets product deployments and process enhancements; Project lead on cross-functional team.
Facilitate the resolution of process gaps or breakdowns; Conduct process reviews with upper level management as well as
Executive management. Excellent written and oral communication skills.
Employer:
Job Title: Specialisst-Performance Assurance
Start Date: April 17, 2000
End Date:
Responsibilities and Key Accomplishments:
Responsible for monitoring the Consumer fallout from SSP. Documenting end-to-end processes for working consumer fallout as
well as maintaining all training material/job aids associated with these work processes. Monitor fallout on a daily basis and work
with IT to identify and correct processing issues. This may require participating in systems requirements sessions to better the
performance of existing systems (ie. SSP) Partner with IT and
channel partners to identify system enhancements to eliminate manual work processes . Establish daily and weekly status
reports and also recommend process, training and system improvements based on detailed analysis. Develop, implement and
manage quality assurance initiatives based on operational metrics and act as the single point of contact between VADI/VZBB
and VOL with HBI, SSP and NX 1.7 related issues. Lead escalation efforts acting as single point of contact for VOL Sales,
Retention and Billing teams for orders requiring early provisioning dates. Developed processes with Provisioning and Tech
Support Groups to complete these issues in expedited fashion. Directed the successful transition of consumer NX work from
Dallas to Norfolk CCOE. Led the successful transition of business HBI fallout to BCOE. Active participant on SSP SWAT team in
which NATB impacting fallout decreased 95% from July to December. Worked closely with IT to get enhancements for prevention
of duplicate orders and also created a NX document to provide more effective processing of errors. Assisted with UAT testing
during implementation of SSP. Responsible for creating metrics for fallout and presenting to director, Frank Dantuono. Presented
metrics and processes for Consumer fallout to Verizon VP,Myles Mendolsohn responding to questions and providing detailed
explanation of data.
Employer:
Job Title: Specialist-Training
Start Date: October 18, 1999
End Date:
Responsibilities and Key Accomplishments:

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Responsible for the successful delivery of course material to both experienced and new consultants within the CSSC. Supervise,
coach, develop and motivate employees to perform at their highest achievable level.
Employer:
Job Title: Residential Sales and Service Rep
Start Date: February 12, 1996
End Date:
Responsibilities and Key Accomplishments:
Negotiated the sale of telephone service and products which exceeded objectives by 37%. Served as process development
leader and responsible for initiating action plans to improve processes within the office, communicated processes to the team
and encouraged team participation in developing new and better ways.
Served as Team Coach temporarily in my supervisors absence. Communicated positively with consultants to encourage
teamwork; and accessible to work with office challenges and problems.
Employer: American Funds
Job Title: Shareholder Services Rep
Start Date: October 4, 1993
End Date: February 19, 1996
Responsibilities and Key Accomplishments:
Responsible for taking incoming calls from shareholders who had inquiries on their mutual fund accounts to include general
inquiries to transferring of funds, and redemptions. Was assigned special project of pulling taped calls if there were disputes on
transactions. Listened to the recorded calls and reported out resuls. Also responsible for bank wire transactions. This involved
millions of dollars that had to be wired as well as balancing internal reports.
Employer:
Job Title: Directory Assistance Operator
Start Date: January 23, 1989
End Date:
Responsibilities and Key Accomplishments:
Handled an average of 1,000 directory assistance customer requests on a daily basis while maintainng 100% accuracy. Assisted
management in the development of new employees. Active member of Telephone Pioneers.