Project Artifact — Verizon Wireless via Benchmark Branding

REGIONAL RETAIL
OPERATIONS PROGRAM

Verizon Wireless via Benchmark Branding  |  2018 – 2023  |  Program Manager / Operations Lead
$2.7M Program Scope
5+ Retail Locations
92% Avg CSAT Score

OPERATIONS CHARTER

Official Program Document
Regional Retail Performance Optimization Program
Program Regional Retail Performance Optimization
Sponsor Benchmark Branding / Verizon Wireless
Program Manager Alexander Thuku, PMP — PMI ID: 12283894
Scope 5+ Verizon Wireless retail locations across the DC Metro region; $2.7M total program value over 5-year engagement
Objectives
  • Achieve top-quartile CSAT scores (target: 90%) across all managed locations
  • Reduce installation cycle time by 20% from baseline within 18 months
  • Maintain customer escalation rate below 3% across all service interactions
  • Deliver quarterly KPI reporting packages to Verizon Regional Director
Duration May 2018 – March 2023  (5 Years)

KPI DASHBOARD

Program Budget
$2.7M
Total Program Value Managed
On Budget
Locations Managed
5+
DC Metro Verizon Retail Sites
Full Coverage
Avg CSAT Score
92%
Target: 90% — All Locations
Exceeded
Install Throughput
47/wk
Devices/Week — +23% Over Baseline
Exceeded
Staff Top Quartile
68%
Of Team — Target: 60%
Exceeded
Escalation Rate
2.1%
Target: <3% All Interactions
Met

WBS BREAKDOWN

1.0 — Regional Retail Operations Program
A. Workforce Management
A.1 — Hiring & Onboarding Pipeline
A.2 — Performance Review & Coaching Cycles
A.3 — Incentive & Retention Programs
A.4 — Schedule Optimization & Shift Coverage
B. Technology & Installations
B.1 — Device Intake & Inventory Management
B.2 — Installation Workflow Standardization
B.3 — Tech Training & Certification Compliance
B.4 — Cycle Time Monitoring & Reporting
C. Customer Experience
C.1 — CSAT Survey Implementation & Analysis
C.2 — Escalation Handling & Resolution Protocols
C.3 — Service Recovery Program
C.4 — Mystery Shopper & Quality Audits
D. Program Governance
D.1 — Quarterly KPI Reporting to Verizon Regional Director
D.2 — Budget Tracking & Variance Analysis
D.3 — Stakeholder Communications & Updates
D.4 — Risk Register Maintenance & Issue Log

STAKEHOLDER REGISTER

Stakeholder Role Power Interest Engagement Strategy
Verizon Regional Director Executive Sponsor / Final Authority High High Quarterly KPI reviews; monthly status emails; direct escalation line
Benchmark Branding CEO Contract Holder / Program Funder High Medium Bi-monthly financial summaries; milestone delivery sign-offs
Store Managers Operational Lead per Location Medium High Weekly check-ins; shared KPI dashboards; direct escalation path
Sales Associates Front-Line Service Delivery Low High Team meetings; performance coaching sessions; incentive program updates
Corporate Compliance Policy Enforcement / Audit High Low Quarterly compliance reports; proactive policy alignment reviews
Training Team Workforce Development Medium Medium Monthly curriculum reviews; performance gap briefings; certification tracking
Logistics Partners Device Fulfillment & Supply Chain Medium Low SLA monitoring; weekly inventory updates; issue escalation protocol