Luisito Nunez

About Luisito Nunez

At Verizon, our team\'s commitment to strategic trend analysis and partnership with leadership has been pivotal in optimizing performance metrics and aligning with organizational objectives. Over the past year as a Senior Analyst in Vendor Management, we\'ve honed our focus on driving performance, with a particular emphasis on analyzing trends to enhance execution and identifying outlier performers to elevate key business KPIs.In my most recent role, we championed the new hire experience, contributing to agents achieving their high-performance targets rapidly. Our collaborative approach in establishing priorities and goals across all program levels has led to weekly engagements with senior leaders, discussing performance management and business efficiencies. With adeptness in cross-functional team leadership and people development, our goal is to sustain a culture of continuous improvement and accountability within the Verizon community.

Experience

1. Senior Manager Field Operations

   Verizon

   Nov 2024 — Present

   Accountable for supporting the operational and performance success for the Vendor Partners located in Philippines and Latin America/Carribeans locations through inspection, support and project management. Responsible for an array of functions around performance analytics, training effectiveness, compliance, tool support, pilots and movement of work. Key Responsibilities:Identify Opportunities: Reviewing and analyzing partner results to identify trends and provide recommendations.Collaborating with the field teams to drive performance and execution.Operational Support:Conducting operational meetings to assess results and performance around training readiness, shrink plan, go-to-market implementation, attainment and customer experience impacts.Creating and providing reporting & analytics on partner performance trends.Demonstrate self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team.Training & Performance Monitoring and SupportPartnering with Learning and Development and Strategy and Operations organizations to understand and implement training plans across Vendor footprint.Monitoring effectiveness in partnership with Field teams while tracking ROI.Employee Lifecycle:Supporting internal skill development. Tracking agent retention, trends, and action planning.Overseeing classroom effectiveness and agent/leader upskilling.Compliance:Directing policy and call handling adherence.Inspecting ratio guidelines.Mitigating security concerns.

Education

• Rochester Institute of Technology

  Bachelor's degree

  2005 — 2009

Skills

• Team Leadership
• Information Technology
• Event Planning
• Leadership
• Mobile Communications
• Team Building
• Technical Support
• Business Strategy
• Apple Software
• Cellular Communications
• Mobile Technology
• Android
• Training
• Customer Satisfaction
• Mobile Applications
• Comptia a+
• Social Media
• Creative Design
• Google Apps
• Process Improvement
• Business Process Improvement
• Leadership Development
• Microsoft Office
• Sales
• Project Management
• Customer Retention
• Customer Service
• Microsoft Technologies
• Customer Experience
• Business Development
• Comptia Network+
• Team Management
• Telecommunications
• Time Management