Jeff Newsome

JEFFREY W. NEWSOME

Reisterstown, Maryland · (410) 241-1452 · [email protected]

PROFESSIONAL SUMMARY

Successful Business Operations Support Manager with extensive experience in developing and managing "rapid response", cross-functional teams, and high performing teams. Has award-winning track record of utilizing those teams to achieve millions of dollars in organizational cost reduction. Key areas of focus for cost reduction include analytics, productivity improvements, project oversight and management, as well as performance and regulatory objective attainment. Special areas of expertise include:

Call Center Management

SLA Regulatory Metrics & Analysis

Customer Service

Executive Support & Reporting

Productivity Improvement

Cost Reduction

Performance analysis Quality Management Systems

Cross-Functional Team ManagementProject management and oversight

PROFESSIONAL EXPERIENCE

VERIZON, Cockeysville, MD 2008 - 2011

Regulatory Support & Group Manager-Business Ops Support (2008-Present)

Responsible for knowledge and oversight of several state and Federal regulatory performance metrics, algorithms, business rules, results performance, and data integrity. Drive performance and partner with supplier organizations to maintain adherence to performance standards while managing associated at risk penalty dollars below budget. Managed "rapid response" cross-functional team across many areas of the business to provide support to multiple VP organizations with metrics, performance analysis and ad hoc reports for executives.

Supported multiple call centers with performance reportingAchieved level of performance penalties well below the $4.5M budget.Expert in local regulatory metricsAchieved a great deal of automation to replace manual processes

Metrics Domain Business Owner & Manager-Business Ops Support (2007-2008)

Promoted to role of Metrics Domain Business Owner, while assuming additional responsibility for Business Operations Support for District and Regional VP's. Key responsibilities included penalty reduction, executive and center reporting, and the Business owne