Paula Saunders
About Paula Saunders
Paula Saunders serves as the Operations Manager at Black Box Network Services in Edina, MN, where she has worked since 2001. She has extensive experience in process improvement, customer service, and team management, supported by degrees in Elementary Education and Special Education.
Work at Black Box
Paula Saunders has served as the Operations Manager at Black Box Network Services since 2001. With over 23 years of experience in this role, she is based in Edina, Minnesota. In her position, she has been involved in various process improvement initiatives aimed at streamlining workflow, enhancing teamwork, and ensuring quality assurance. Her efforts have contributed to increasing customer satisfaction within the organization.
Education and Expertise
Paula Saunders holds a Bachelor's degree in Elementary Education and Teaching from Monmouth University, where she studied from 1972 to 1976. She also earned a Master's degree in Special Education and Teaching from Fairleigh Dickinson University-Metropolitan Campus, completing her studies from 1976 to 1980. Her educational background provides her with a strong foundation in teaching and educational methodologies.
Background in Customer Service
Before her current role, Paula Saunders gained extensive experience in customer service. She worked as a Customer Solutions Center Supervisor, where she handled customer escalations and conducted presentations and tours. Additionally, she supervised customer service operations at Republic Telecom from October 1985 to September 1986, maintaining daily phone coverage and workflow within the team.
Career Progression in Telecommunications
Paula Saunders began her career in telecommunications as a Customer Service Representative from October 1986 to May 1989, performing remote moves, adds, and changes for customers using Siemens telephone and voicemail systems. She then progressed to managing and coaching employees in a call center environment from May 1989 to May 2001, overseeing teams that included first-level customer support representatives and third-level technical support engineers.