JOYCE P. BROOKS
Upper Marlboro
Summary
Accomplished telecommunications professional with over 45 years of experience, including 30 years with Verizon and 15 years as a consultant with Somerset Group Consulting, Inc. Expert in call center operations, change management, and project leadership—both nationally and internationally. Adept at designing and executing transformative call center strategies, reengineering work processes, and leading teams through complex organizational change.
Overview
59
59
years of professional experience
Work History
Telecommunications Consultant
Somerset Group Consulting, Inc.
01.1998 - Current
- Managed call centers (80–120 agents) across sales, service, and support functions
- Led operational improvements for clients including Verizon, Sprint, CenturyLink, Broadview Networks, and several international firms (Colombia, Brazil, UK, Netherlands, Italy)
- Implemented reengineered call center processes to improve call handling time, agent productivity, and customer satisfaction
- Designed and executed work process engineering initiatives for agents and managers
- Facilitated multiple change management initiatives with measurable performance improvements
- Developed successful third-party sales channels and support centers generating over $100M in annual revenue
- Built a Consultant Liaison Program nationally ranked in the top 5%
Various Leadership & Sales Roles
Verizon
01.1966 - 01.1998
- Manager, Residential Sales & Service Center (1993 – 1998): Directed a team of 125 sales and service professionals for residential customers in the Washington, DC metro area
- Marketing & Sales Staff Manager (1987 – 1993): Developed sales tools and support materials for field sales teams selling telecom equipment
- Account Executive (1980 – 1987): Sold telecom systems to major business clients; provided consultative support to align solutions with business needs
- Communications Representative (1977 – 1980): Managed communications system implementation and billing for enterprise clients
- Service Representative (1966 – 1977): Delivered frontline customer service and account support
Education
Master of Science - Organizational Development
American University
Bachelor of Science - Business Management
Louis University
Skills
- Call Center Operations & Performance Management
- Organizational Change & Team-Based Management
- Strategic Project Planning & Execution
- Call Center Statistical & Process Analysis
- Off-Line Center Design & Optimization
- Training Development & Delivery
- Multi-Channel Contact Center Management
Accomplishments
- Delivered management training to 200+ supervisors at E-911 centers in Baltimore, NYC, Philadelphia, and Howard County, MD.
- Customized and facilitated workshops on coaching, problem-solving, and call center operations for 10+ organizations.
- Certified by NTL Institute; Facilitator for Verizon Black Managers Workshop (1990–1992).
Timeline
Telecommunications Consultant
Somerset Group Consulting, Inc.
01.1998 - Current
Bachelor of Science - Business Management
Louis University
Master of Science - Organizational Development
American University
Various Leadership & Sales Roles
Verizon
01.1966 - 01.1998
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