1. RETAIL OPERATIONS AND PROJECT MANAGEMENT PROFESSIONAL
Customer Relations – Administrative Support – Technical Support Coordination
LINDA TOVELLA Schaumburg, IL | (630) 222-6999 | ltovella@comcast.net
High-impact operations professional with over 20 years of progressive experience in project management,
administrative support, business development, sales enrichment, and client management. Possess a record of
effectively developing strategies to improve and implement processes. Skilled in developing relationships with
customers and business representatives in order to create and maintain mutually beneficial arrangements.
Highly organized and adaptable with strong analytical skills and planning abilities.
 Extensive and verifiable history of improving operational efficiencies and reducing costs.
 Consummate professional with highly refined customer service abilities.
 Track record of building, managing and maintaining effective business-to-business and vendor
relationships.
 Technically savvy and highly adaptable.
 Previous responsibilities have included management of multimillion dollar projects, corporate
transitions, company-wide process enhancement, departmental budgeting, and regional oversight
of technical improvements.
 Committed to staff development with a background in team leadership.
CAREER PROGRESSION
VERIZON WIRELESS Schaumburg, IL
A leader in technology and communications as well as the largest wireless telecommunications provider in the
United States.
SENIOR ANALYST – RETAIL OPERATIONS 2005 to 2016
Oversaw projects for a region which covered 15 states and over 400 stores, requiring careful interaction and
collaboration with store management, administrative and technical support personnel, executives, contractors,
and customers. Managed multimillion dollar project and departmental budgets. Created and received purchase
orders. Facilitated region-wide rollouts of technology and processes used at the retail level. Developed
implementation strategies and performance tracking methods. Constructed and delivered presentations and
status reports to corporate executives.
 Improved management efficiency for 421 stores by overseeing the implementation of Resource
Central, a scheduling tool which streamlined human capital allocation.
 Contributed to improvements in customer satisfaction by developing and instituting processes that
allowed store level management to provide a greater amount of time and attention to clientele.
 Managed customer traffic monitoring systems, and the vendors servicing them, which allowed for
the generation of accurate performance metrics.
 Oversaw the successful deployment of customer bill payment kiosks across 400 corporate owned
locations by coordinating vendor representatives, IT personnel, and facilities personnel.

2. LINDA TOVELLA (630) 222-6999 | ltovella@comcast.net | Page 2
DIRECT FULFILLMENT SALES SYSTEMS CONSULTANT 2001 to 2005
RETAIL SALES SYSTEMS CONSULTANT 1998 to 2001
Provided comprehensive assistance to end users of the company’s telesales and business channels.
Supported sales teams by reviewing project proposals, assessing cost effectiveness, and researching
implications. Presented recommendations to leadership and advised executives regarding course of action.
Closely participated in product development and implementation. Served as liaison between IT and division
leadership. Implemented region-wide technical upgrades while avoiding harm to business operations.
 Enhanced revenue collection as a primary contributor to a project which streamlined 7 legacy
billing processes into 1 comprehensive and user friendly system.
 Successfully launched the business channel’s online order system (MyNetACE). Improved the
system’s functionality by analyzing user data and working with team members to develop
enhancements.
 Secured an annual cost savings of $5.7M YOY by managing the deployment of OnePOS, an online
order system that significantly reduced labor expenditures.
IT SUPPORT MANAGER 1996 to 1998
Promoted from business services to direct a team of technical support associates responsible for assisting
retail employees throughout the region. Addressed and resolved major product and service issues as the team
lead. Managed communications between technical staff and corporate leadership. Spearheaded effective
project enhancement initiatives through detailed planning, testing, implementation, monitoring, and
performance analysis.
 Successfully implemented 74 product enhancements during tenure, which improved retail point-of-
sale capabilities and positively impacted company growth.
 Hired, trained, managed, and developed all technical support associates for the company’s
Midwest operational area.
EDUCATION
Associate of Applied Science (A.A.S.) in Interior Design – WILLIAM RAINEY HARPER COLLEGE
VOLUNTEER INVOLVEMENT
Marketing and Event Coordination Volunteer – SALUTE, INC.
Hospitality Committee Member – ST. MARCELLINE
Parent Volunteer and Chairperson – THOMAS DOOLEY ELEMENTARY SCHOOL AND JANE ADDAMS JUNIOR HIGH
KNOWLEDGE AREAS AND CORE COMPETENCIES
• Administrative Support
• Process Management
• Change Implementation
• Sales and Marketing
• Personnel Leadership
• Customer Service
• Business Relations
• Process Improvement
• Budgeting
• Project Management
• Strategic Planning
• Information Technology
• Revenue Enhancement
• Logistical Support
• Business Development