JASMINE DAVILA-RIVERA
Hinesville
Summary
Dynamic Bilingual Leader and operations expert with over 25 years of experience in strategic problem-solving and service enhancement. Exceptional track record in leading teams and establishing positive relationships.
Overview
26
26
years of professional experience
Work History
Sr. Analyst Project & Project Management
Verizon
12.2024 - 12.2025
- Create and manage multiple projects end-to-end to align with VCGs priorities.
- Cultivated strategic partnerships with Learning & Development (L&D) and the Partner Success Organization (PSO), and executive leadership to integrate deliverables and accelerate cross-functional project execution.
- Analyzed key performance indicators (KPIs) and operational reports weekly to identify and successfully close critical gaps, resulting in a 23% improvement in efficiency.
- Chaired and directed scoping sessions for high-visibility projects with cross-functional stakeholders, establishing clear, measurable deliverables for pricing, promotion education, and sales skill training, ensuring project quality standards were consistently met.
- Designed and executed a targeted messaging training program that increased agent utilization of key messaging by 17% in 60 days in the fourth quarter, directly supporting promotion uptake goals.
- Developed a comprehensive sales workshop focused on conversational techniques and objection handling, which contributed to an increase of 9% in closed sales.
Sales and Service Supervisor
Verizon
03.2019 - 12.2024
- Directed a high-volume team of 4 supervisors and 70+ representatives, utilizing motivational strategies and targeted meetings to increase team performance metrics by 20% over 2 quarters.
- Consistently surpassed monthly sales objectives by an average of 4%, achieving top-tier ranking among peer groups for 10 consecutive months.
- Reduced repeat customer calls by 2% by designing and implementing a targeted problem-solving workshop, directly contributing to a 7 increase in Customer Satisfaction (CSAT) scores.
- Managed multiple high-priority operational projects and and implemented robust tracking mechanisms to ensure 100% on-time delivery of key initiatives.
- Executed data-driven coaching and training programs across all levels, successfully aligning team outcomes with critical business priorities, resulting in increased in revenue and closed sales.
- Leveraged deep performance analytics to identify underperforming segments and implement targeted interventions, boosting overall team productivity.
- Pioneered an engaging virtual work environment by facilitating active team huddles and gamified workshops which improved knowledge retention and team performance.
- Collaborated cross-functionally on talent reviews and employee transitions, contributing to the successful development and placement of 4 emerging leaders within the organization.
Representative Multilingual Sales & Service Center
Verizon
11.1999 - 03.2019
- Stepped in as Acting Team Leader during supervisor absences, ensuring seamless operation and maintaining team sales performance.
- Directed a team of 20 sales and service associates, utilizing targeted training and incentive programs that increased team motivation.
- Consistently exceeded all monthly sales quotas and Customer Satisfaction (CSAT) objectives, leveraging strategic, value-based recommendations tailored to individual customer needs.
- Drove digital adoption by educating customers on the My FiOS and FiOS Mobile Apps, successfully shifting support inquiries to self-service channels and reducing repeat call volume.
- Expertly utilized complex operational systems (Optix, NSOP, IGO, IVAPP, BACKOFFICE) to expedite customer transactions and reduce average handling time and to issue orders or new and existing customers.
- Resolved complex technical issues using advanced diagnostics and fact-finding.
- Leveraged fluency in Spanish to effectively communicate complex technical and product information, serving a diverse customer base and increasing positive feedback from non-English speaking clients.
Trainer
Verizon
06.2017 - 07.2018
- Designed and executed a specialized training curriculum for 8 transitioning representatives from a Local Presence Center to Call Center.
- Continuously monitored and analyzed new-hire workflows and behaviors, providing real-time, data-driven coaching that accelerated the time-to-proficiency for new reps.
- Expedited critical representative support by coordinating resources across departments, improving inquiry resolution and minimizing disruptions to customer service and sales calls.
- Modeled and coached advanced de-escalation techniques for complex customer issues, directly reducing supervisory escalations for trainees and improving customer retention rates during difficult calls.
- Developed and administered comprehensive training and job aids covering compliance, sales methodologies, and new product launches and service offerings.
Education
Associate of Science - Early Childhood Development
Kaplan University
Davenport, IA07-2015
Skills
- Student motivation
- Learning styles
- Memory techniques
- Note-taking strategies
- Sales presentations
- Problem-solving
- Time management
- Excellent time management skills
- Verbal and written communication
- Relationship building
- Training and mentoring
- Team building and leadership
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sr. Analyst Project & Project Management
Verizon
12.2024 - 12.2025
Sales and Service Supervisor
Verizon
03.2019 - 12.2024
Trainer
Verizon
06.2017 - 07.2018
Representative Multilingual Sales & Service Center
Verizon
11.1999 - 03.2019
Associate of Science - Early Childhood Development
Kaplan University
Leadership & Strategy
- Strategic Project Planning
- Coaching
- Strategic Problem-Solving
- Technology Integration
- Change Management
Communication & Client Focus
- Effective bilingual communicator (English/Spanish)
- Advanced Negotiation
- Relationship Building
- Client Centric Approach
Professional Development and Engagement
- Digital Workplace Influencer
- Community Education Council member
- Active member of four Verizon ERGs (Employee Resource Groups)
- Active participant in two development programs: Professional/career development and women in leadership.
- Multilingual Sales & Service Ambassador
- Fios Emerging Leadership Mentor