Suzette Perez-Tate
Outsource (Pso) Workforce Optimization - Sr Analyst @Verizon
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WORK HISTORY
Outsource (Pso) Workforce Optimization - Sr Analyst @Verizon
Irvine, CA, US
Program support for international and domestic outsource vendors, improving new-hire readiness, leadership development, and overall performance.Conduct site visits to assess operations, deliver upskilling workshops, and align vendor leadership with strategic goals.Created and implemented an AI-driven call quality review system, improving scoring consistency and coaching insights.Perform tool, process, and navigation gap analysis impacting CX, 3-Day Resolve, transfers, and quality.Partner with Training, Operations, WFM, and IT to drive operational improvements.Deliver executive-level KPI deck for vendor performance, SOW compliance, and staffing alignment.
EDUCATION
Western Governors University
Bachelor of Science - BS, Business Management
Western Governors University
Master of Business Administration - MBA, Business Administration and Management, General
ITT Technical Institute-West Covina
Associate of Arts and Sciences (A.A.S.), Electronics
ABOUT SUZETTE PEREZ-TATE
Program Manager with a strong background in Operations, Workforce Strategy, Training, Vendor Management, and Process Optimization. I specialize in improving workflows, leading cross-functional initiatives, launching tools and systems, and using AI-enhanced insights to improve quality, speed-to-proficiency, and the overall customer experience.I’m known for connecting people, processes, and technology to solve complex problems and drive sustainable improvement. My experience spans vendor operations, workforce management, system implementation, process mapping, curriculum development, and organizational change. I partner closely with IT, Training, HR, WFM, Legal, CX, and Operations to deliver solutions that scale.I’m also the Creator & Co-Author of The Modern-Day Grandparent Children’s Book Series (The Grands MDG), an Amazon #1 Best Seller across multiple categories.
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