Raymond Knott

Dynamic and results-driven operations and customer experience leader with 20+ years of progressive experience at Verizon across operations support, leadership development, customer service, and performance optimization. Proven success analyzing data, driving process improvements, mentoring leaders, and executing large-scale strategic initiatives. Recognized for strong communication, cross-functional collaboration, and ability to elevate team performance through coaching and targeted insights.

Verizon May 2024 - Present

Analyst - Operations Support, May 2024 - Present

Provide actionable data based on analysis of customer interactions

• Evaluated over 2100 call interactions, contributing to the growth of the company by delivering accurate, data-driven performance analysis using detailed call observations to identify critical operational trends and agent behaviors.
• Contributed to improved loyalty offers being available for customers based on actionable insights provided to leadership.

Supported Director in running an organization of 500 or more employees and leaders

• Created and implemented organizational chart and schedules for organization of 500 employees.
• Improved organizational repeat call rate 3 basis points by identifying organizational strengths and opportunities, and addressing coaching methods with leaders, resulting in month over month improvement in this KPI.
• Increased amount of coachings on director organization completed monthly by 4% through mentoring underperforming supervisors through targeted coaching strategies, and time management workshops.
• Improved employee satisfaction scores from 3.95 (on scale from 1-5) to 4.25 in one quarter through Leading engagement initiatives across the director organization.
• Served as Point of Contact for Senior Management during absences, demonstrating readiness for expanded leadership responsibilities.

Managing teams of 10-24 employees to successfully achieve KPI targets

• Mentored and certified 54 leaders in 2 weeks in updated New Hire interview and onboarding process.
• Supervised the Customer Relations Escalations Team, ensuring resolution of escalated customer issues.
• Initiated Career Symposium series in center and remotely, ensuring all employees were aware of career paths available to them, leading to 34% increase in internal applications in month following the initial symposium.
• Supported the national rollout of the Net Promoter Score (NPS) initiative.
• Revamped curriculum and training methodologies for New Hire Department, improving the two-year stick rate of new hires from 54% to 75%.
• Developed 21 new Supervisors and 2 Trainers through Implementing Mentor role, using tenured employees to act as mentors to new hires, focusing on developing leadership and coaching skills.
• Reduced center churn rate in Wallingford center by 12% through leading churn-reduction workshops targeting agents with high customer disconnect rates.

Tech Support and Advanced Billing Concerns

• Provided advanced Tier 2 technical and billing support, resolving complex troubleshooting scenarios.
• Managed and fulfilled Network Request Builder (NRB) tickets to support network and customer needs.

Billing and Customer Experience

• Handled Tier 1 billing inquiries and troubleshooting, establishing a strong foundation in customer service and technical support.

Bachelor Business Management

Lean Six Sigma Black Belt

Generative AI Essentials Certification