Kathleen P. LaPoint 31 Averill Street * Topsfield, Massachusetts 01983 * 978-578-9470 * kl11c66f6@we stpost.

net Dedicated and results-oriented professional, offering strong leadership skills a nd solid career dedication. Confident, focused, and resourceful professional wit h a commitment to success. Ability to lead professionals to new levels of succes s within competitive markets and fast-paced environments. Possesses a high level of enthusiasm, has an exceptional personality, offers strong negotiation and cu stomer service skills, and has an ability to establish and maintain productive r elationships. Coordinates with cross-functional teams to ensure objectives are m et and processes are completed. Offers broad achievements across diverse spheres of the industry. Reputation for consistently meeting the most challenging goals with unequaled success. ( Leadership, Teamwork, & Motivation ( Strategic Business Planning/Analysis ( Continuous Improvement Initiatives ( Strong Negotiation/Persuasion Skills ( Company/Operations Development ( Communication/Interpersonal Skills ( Account Management/Development ( Customer Satisfaction Enhancement ( Quality Control and Assurance ( Staff Training & Development ( Cost Containment and Control ( Computer Program Knowledge PROFESSIONAL EXPERIENCE TEAM LEADER / SUPERVISOR, Verizon Communications, Boston, Massachusetts, 1998 (1 982) to 2009 * Managed the daily operational and business support activities of the high-volu me national call center with 100+ employees and served as the Area Operations Ma nager for the Boston, Massachusetts territory * Supervised, motivated, coached, and evaluated a team of 100 and facilitated ef fective training programs * Planned and coordinated workflow to optimize efficiency and productivity throu ghout the department * Established and implemented strategic and tactical policy, workflow, and team performance standards * Developed and led a successful call center team, responsible for managing acco unts for wholesale and enterprise customers throughout the U.S; monitored calls to ensure quality and identify all training needs * Provided customer support and assistance; responded to all customer questions, inquiries, and requests * Established and maintained professional and productive relationships with cust omers and employees * Facilitated a teamwork environment conductive to positive dialogue throughout the large organization * Collaborated with other members of the management team to develop and implemen t programs to promote and encourage teamwork, maintain morale, and enhance and i mprove customer/quality service * Served as a direct liaison between internal cross-functional teams and facilit ated clear communication * Managed, monitored, and maintained budgets and profit and loss statements and prepared all reports NYNEX ACCOUNT MANAGER - TELECOMMUNICATIONS, Harvard University, MA, 1996 to 1998 * Defined, developed, implemented and managed all strategic telecommunications p roducts and services

CUSTOMER SERVICE REPRESENTATIVE, New England Telephone Company, Boston, 1982 to 1996 * Negotiated and established phone services for residential/business customers i n the New England area * Provided customer support and assistance; responded to all customer questions, inquiries, and requests EDUCATION AND TRAINING BACHELOR OF SCIENCE DEGREE WITH A MAJOR IN COMMUNICATIONS AND BROADCASTING Emerson College - Boston, MA - Bachelor of Science Degree in Communications and Broadcasting Completed