Network Magazine - Q1 2018 by kaycoo

Q1 2018

introduction.3 Introducing network Meet your VCM Culture and Communications Team Our 2018 VCM Priorities Mission: Possible I Love Fios Week Red Zone Rush – Winner Spotlight Dream BIG Rewards Employee Appreciation Day 2018 rewind.7 2018 Recognition Programs Q1 Winner Recap connect.17 It’s a Match! The Call Center – Comic Strip Word Scramble unplug.20 A Message From Kelley Kurtzman A Message From Curtis Adamson guide.24 President’s Club 2019 Employee Assistance Program What’s Julissa Watching? Verizon Innovative Learning fast forward.26 cloud.22 Hand in Hand: A Benefit for Hurricane Relief Fios Sweeps J.D. Power 2 network Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. Table Contents.of

The VCM Go to Channel Operations team is beyond excited to present the first edition of network! Network is a digital communication platform where we celebrate the many ways we engage with our teammates, our customers and as a business. It’s a place where VCM employees can have exclusive insight to everything from center highlights to recognition, from upcoming initiatives to best practices — even our very own comic strip! Network will be distributed quarterly and we need your help to make each edition successful! Please read the articles, reminisce about past programs, look through the photos and enjoy the activities! Then, send us your feedback. Did you like the articles? What type of content would you like to see? We look forward to hearing from you and welcome your ideas about future articles. Please send all questions, comments and potential story recommendations to: Andnetwork.magazine@verizon.comdon’tforgettostarttheconversation and share photos in the Social Hub in mySTAGE — you just might be featured in the next issue! ConnectingnetworkIntroducingyoutowhatmatters. 3networkQ1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

4 network Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. Meet team.theStrategy Joe Ford Passion Simmons Leslie ChineaPete DeSarno Video Lee Quattrucci Sean Bates Jacob Branchaud Miguel Reyes Creative Alay Patel Copy Tamika Rivera Kyle RagoneseLeigh Lachman

Events 5networkQ1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. Meet your Culture and Communications Team! The VCM Operations Culture and Communications team is made up of innovators who create and design events, internal communications, videos and so much more! Some of our favorites include President’s Club, CMN Today / VCM Today and now network. We strategize to curate the best possible tools and engagement materials to help you work smarter and succeed, while supporting our customers. With network, we hope to provide you with resources and inspiration, while also giving you a little break from your routine. Enjoy! Heidi BolandLaurie HughesChris Kelchlin Dave Culter Joyce BrownCarly SmithSanto Scardillo Jenna Herring Moné WilliamsKim Peron Kayla Cook

Emily

FlorinMelanie AdamitisJulissa McClean Regan Newcomb

6 network Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. Sell the Verizon difference and make it simple for customers to get Fios! Grow ‘Em Get ‘Em Take advantage of every oppor tunity to qualify customers and recommend our products and services. Keep ‘Em Support ‘EmGet ‘Em Grow ‘Em VCM Priorities Our 2018 VCM Priorities are here! Following these key concepts will grow our business, help our customers, support our employees and positively influence the future! Keep ‘Em Listen for the Bells of Churn and give customers a reason to fall in love with Fios and remain loyal to Verizon. Support ‘Em Leverage your digital tools, such as Life on Fios, Optix and the My Fios app.

rewind. A throwback to Q1. 7rewind.Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

8 rewind. Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. JENNIFER GONZALEZ RACHEL HYZENSKI CLEON WILSON RHEA SCHUTTER DANIEL BOTTEGA BRANDON AMBROSE

9rewind.Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

SHELLYKRIEGBAUMCABBELL

Mission: Possible was our first engagement campaign of the year. The goal was to energize employees for the mission ahead, through fun and motivating incentive programs — all packaged within the Mission:Possible theme!

Throughout the campaign, we drew comparisons between our agents and traditional secret agents seen in movies. The intent was to remind them of their unique skill sets and the highly important mission they take on everyday: helping each of our customers. Agents were tasked with accepting daily missions to reinforce their commitment to our business and our customers. Those who accepted the daily missions were automatically entered into random drawings to win some very cool prizes!

Although the mission continues throughout the remainder of the year, the official campaign ended in February. We awarded a total of 36 centers with limited edition Mission Possible t-shirts, as well as 50 Weekly Prize winners, 5 Grand Prize winners, and 90 AwardperQs winners for their contributions in making the mission possible!

GARY COLE NATASHA

Thanks to all for your continued focus and dedication to our customers and our business!

Being here everyday for our customers is no easy feat. Our Dedicated Agents come to work committed to doing their best, sometimes through the worst of weather. In doing so, they may forget essentials to get through the day. So, to kick off the mission, we provided Center Wellness/Snack Kits that contained common items such as: tissues, hand lotion, sanitizer, hot chocolate and power snacks to ensure that our V Teamers were well equipped to deliver the best customer experiences possible!

February 14th is Valentine’s Day — a day designated to celebrate our love for the special people in our lives. But, did you know that February is also known as the month of love? Therefore, it was only appropriate that we dedicate more than just one day to the special product in our lives, the one we’ve all grown to know and love.

I Love Fios Week was all about “falling in love with Fios” all over again. With the 100% fiber-optic network right to your home, crazy fast internet speeds with uploads as fast as downloads, and crystal clear picture quality with the ability to choose the types of channels you want — what’s not to Duringlove?theweek, employees were able to select and distribute a variety of special Valentine’s Day-themed eCards as a fun way of expressing their appreciation to each other. We also encouraged employees to voluntarily submit their replies to the question: “I love fios because…,” for a chance to earn a special “sweet” treat! Here are just a few of the responses: 10 Q1 2018

Thank you all for a lovely week and for reminding us why we love Fios!

I love Fios because of the reliability. It’s great to get home everyday and not have an issue. You can’t put a price on that.

- Michelle ConsultantDenault,,Valhalla CSSC

I love Fios because it allows my household to have weekly family movie nights. Whether we are enjoying the latest releases on HBO or a Netflix Original movie, my fiber-optics service provides me with the best in TV and internet entertainment. And the time together with my loved ones is priceless.

I love Fios because the Fios app gives me all the freedom in the world! I use it every chance I get to browse upcoming shows, program my DVR or watch something I’ve already recorded.

- Dario Trubbo, Consultant Livingston CSSC

- Erin Litts, Team Leader Philadelphia CSSC I love Fios because it provides speed and reliability to our customers. The network is dependable. Customers can count on their services being there when they need them, performing as expected. I don’t have Fios available where I live, but I sure wish I did!

- Veronique Butera, Agent Pittsburgh FSC

I love Fios because of those “sweet” Gigabit speeds!

- Anthony Schild, Agent Albany FSC

11Q1 2018

In Q4 2017, V Teamers in our Consumer channel were presented with an incredible and ONCE IN A LIFETIME award opportunity — a trip for TWO to Super Bowl LII! 12 Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. rewind.

Congrats to all of our winners!

“My Super Bowl experience was first class all the way! Dinner with Hall of Famers, private concert by Kelly Clarkson and meals cooked by celebrity chef, Andrew Zimmern. I couldn't have asked for anything more! Thanks to Verizon for the opportunity to earn this reward. Otherwise, I would have never experienced any of it.”

“One official check mark to a HUGE bucket list item. Energy, excitement, snow and GO EAGLES!! At every corner there were football celebrities... wait, change that to all kinds of celebrities! Awesome trip and a huge THANK YOU to the FANTASTIC Roanoke team that made it possible. It was truly a once in a lifetime experience for football fans and even those who may not follow football as passionately as others. Thank you Verizon for the opportunity. I encourage everyone to try to win this trip. It is UNBELIEVABLE!

GlennLorenAnthonyWillieRosalynSharonaAbreuBrickeyBrooksCabreraCaimanoGrossLeigh Mark DesirayAmyJacquelineBradJasmineMcAuliffePennRussoStarekTothVincent

To gear up for the big game, participants went through an intense training camp in late August — where they completed a series of quiz questions in mySTAGE to determine their starting field positions. At the conclusion of training camp, Red Zone Rush officially began! From September 1st through November 30th, consultants battled it out to earn the most yards and secure the win by successfully closing Featured Product sales.

Red Zone Rush winners, along with their guest, attended Super Bowl LII which took place on February 4, 2018 at the US Bank Stadium in Minneapolis, MN. We caught up with a few of the winners and asked them about their Super Bowl experience. Here’s what they had to say:

Jacqueline StarekSharona Brickey

- Sharona Brickey, Supervisor, Roanoke Winner Spotlight

And, you know my husband, Henry, he loved it too!”

- Jacqueline Starek, Sales Consultant, Pittsburgh South

Luis

Congratulations to our four lucky winners and thank you all for Dreaming Big!

Dante Costantino, Lowell CSSC VIP Tour of QVC Studio and meeting celebrity hosts

Cleon Wilson Sr, Hamilton CSSC Real Sports taping with Bryant Gumbel in NYC Soncerai (Soni) Taliaferro, Hampton Roads 2 CSSC Tour of CNN Center in Atlanta, GA Nicole Davis, Lakefront CSSC Gangland History Tour in NYC 14 Q1 2018 Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. rewind.

For internal use only:

Customers entered the sweepstakes by enrolling in myRewards+ and using their points for entries into the Dream Big Sweepstakes. But, of course, we couldn’t forget about our awesome V Teamers — who also had the opportunity to Dream Big! Associates in our Consumer channel were asked to tell us how they successfully positioned Dream Big Rewards on their calls for their chance to win, too!

Dream Big Rewards presented both our customers and VTeamers with the opportunity to win an experience of a lifetime! In an effort to promote Fios TV and reduce churn, we partnered with top networks to dream up unbelieveable getaways tied to TV shows, such as Music Choice - for a trip to the Billboard Music Awards and AMC - for a trip to Universal Studios for The Walking Dead Experience!

Dream RewardsBigWepartneredwithtopnetworkstodreamupunbelievablegiveawaystiedtotheverybestinentertainment.

It’s no secret — we appreciate our V Teamers each and every day of the year! And National Employee Appreciation Day was no exception. Observed annually on the first Friday in March, this day was created to recognize the achievements and contributions of employees across the country.

15Q1 2018 For internal use

Use,

Verizon

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rewind.

In the spirit of teamwork and gratitude, we celebrated the occasion with recognition messaging from local and executive leadership, office parties, engagement activities and digital appreciation cards that employees were able to send to each other. We also recognized our 2017 Perfect Attendance winners! And to keep the appreciation going throughout the remainder of the year, we also introduced several new recognition programs, including Excellence in Leadership, Five Star Superstars, VCM Priorities Award, and Best Practice Champions! As stated in our Credo, we know that teamwork enables us to service our customers better and faster. Thank you for all that you’ve done thus far and for the success that we will achieve together on the road ahead. only: and proprietary material for personnel only. disclosure or distribution of this material is not permitted outside of facilities.

authorized Verizon

16 connect. Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

17connect.Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

connect.

A link to V Teamers and call centers, near and far. Email us at network.magazine@verizon.com

Show us your V Team pride and engagement by joining the network conversation in mySTAGE Social Hub. And the network team just might head to your center next!

We’re also looking for our next call center to visit to take pictures for our Q2 edition.

Has your center developed a best practice that has resulted in a better way of serving customers or enhanced office culture?

Maybe you’ve partnered with Verizon Foundation for fundraising or philanthropic initiatives. Or maybe you just want to see more pictures of your center in the next edition! If your center has a best practice or story that is spotlight-worthy, we would love to feature you in network. Email us at the address below with a brief description of your best practice or initiative.

A very special thank you to the Hamilton CSSC for all the cool pictures featured in our very first edition of network! It was a pleasure visiting your office!

18 Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. Share tips and strategies related to enhancing the customer experience and increasing performance results. Best Practice Champions Five Star Superstars Provide an exceptional customer experience. VCM Priorities Award Achieve balanced performance in select metrics related to our 2018 VCM Priorities. Excellence in Leadership Award Positively influence office culture and performance through innovative management styles and team engagement. Director’s Cut Recognizes select V Teamers who have made an impactful contribution to Verizon Consumer Markets. Q1 Winner Recap Recognition Programs connect.

19Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. Mari Johnson Buffalo CSSC Christie Winnert Elmira CSSC Best ChampionsPractice Mike Allen Pittsburgh David Burke Hamilton Barbara Clark Syracuse Lashaun Coward Silver Spring Jennifer Gallagher Providence Jeffrey Garcia Silver Spring Tim Hesson Newport News Brigitte Jaroudi Syracuse Chris "CJ" Johnson Syracuse Gisele Johnson Silver Spring Mike Lehman Pittsburgh Michael Lieb Silver Spring Sondra Meyer Hamilton Maureen Mitchell Wilkes Barre James Monroe Syracuse Steve O Olortegui Livingston Jeremy Pollack Hamilton Helen Poole Providence Christian Roca Providence Travis Spencer Newport News Five SuperstarsStar Kiran Akalwadi Ashburn Jessica Baeten Newport News Sushil Bhujbal Basking Ridge Drena Black Philadelphia Todd Blum Pittsburgh Mary Ellen Brown Taunton Christian Castillo Brooklyn Jessica Castillo Irving Gregory Chase Providence Kathryn Chiaverini Ewing Shun “Jimmy” Chiu Forest Hills David Clarke Silver Spring Danny Cooper Irving Siddharth Dayama Basking Ridge Lisa Felder Taunton Rodney Goode Livingston John Janocha Northeast VEC Steven Jones Silver Spring Bill King Ashburn Jonathan Luptak Pittsburgh Carol Millazzo Buffalo Carrie Molek Pittsburgh Rajesh Natarajan Irving Rosie Owens Salisbury Ray Perez Garden City Hans Peterson Temple Terrace Ely Rosenstock, Basking Ridge Robert Santello Syracuse Shannen Smith Cedar Rapids Adriane Swittenberg Vallaha Rebecca Szalicki Lowell Torri Thousand Newport News Rick Walker Basking Ridge Russell Worthy Pittsburgh Cara Wright Salisbury Director’s Cut Elizabeth Jenkins Scranton CSSC Greg Kolceski Syracuse Brian McCormick Lakefront CSSC Melvin Vincent HamptonRoads 1 CSSC VCM AwardPriorities William Beaulieu DSS Audrey Horne DSS Barbara Anne Phillips National Operations Michael J. Robinson Tech Support Daniel White Consumer Excellence in Leadership Award connect.

Curtis Adamson Kelley Kurtzman Ken Dixon Sasha Lucas It’s a Match!

My first job was at a local burger joint in Oregon called Humdinger. My best friend’s mom owned it. I was 12 years old and not legally allowed to work, but we did anyway. We flipped burgers, cooked fries, made ice cream and milkshakes and worked the register. Believe it or not, two 12 year olds actually ran the place on certain hours of the day. I didn’t really want the job, but my mother insisted that I worked and made money to buy my own things. I thank her now for that work ethic.

Ken Lain

Q1 2018

So we asked...what was your very first job? See if you can match the job to the leader!

My first job was at age 12. I was a paper boy for the Schenectady Gazette.

My first job was a receptionist at Jerry Roth Chevrolet in Lakewood, CO. I was 16 years old in high school and wanted to make spending money for my twin and I. I answered the switch board after school and on Saturdays I also did light office work like filing, etc. I also learned to curse like a sailor and tell inappropriate jokes from the best car sales people in the business. I went on to work there throughout high school and college in the parts and service department. I went on to get my license to sell cars at 21 years old and became their top salesperson.

Our senior leaders know the business inside and out. They understand all the moving parts and how to guide us in order to be successful. They are proof that with dedication and hard work, we too can grow within our organization and beyond. But have you ever wondered how they got their start?

My first job was in my family’s business — a retail jewelry store chain. I was old enough to see over the counter so I was likely close to 7 years old. I did gift wrapping, inventory, sweeping you name it!

20 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

A My first job was setting and clearing tables and dishes at Greek Pizza Parlor when I was 14 years old. I wanted to be independent, dress fancy and buy sports gear and having a job allowed me to accomplish all of those things.

See the bottom of page 21 for the answer key. unplug.

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unplug.Aplacetoletyourmindwander.

21networkQ1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. unplug. GOOD MORNING TECH SHIRLEY. HOW MANY TIMES HAVE YOU CHANGED YOUR PASSWORDHITODAY?SHELLEY, I COULD TELL YOU... BUT THEN I‛D HAVE TO CHANGE IT AGAIN. Call 8:01amMonday.Center. I WORK CUSTOMERSBECAUSE24x7OURDEPENDONUS24X7. I KNOW MY BEST WAS GOOD FOR TODAY. TOMORROW I‛LL DO BETTER. ConductCody GOOD MORNING CODY CONDUCT. HOW ARE YOU? URWEEKEND?IALHOWWASYOHISHELLEYREADYSIGNEDUP4CUSTOMERSFORSHOWTIME!GIGIMORNINGGOODBITT,HOWWA-GIGI, YOU SPEAK AT LIGHTNING SPEEDS... YOU MUST HELP SO MANY CUSTOMERS. HI I‛M JULISSA FROM WHAT‛S JULISSA WATCHING! YOU SHOULD BINGE WATCH SEASON 7 OF HOMELAND! WE HAVE THE EMPLOYEES!BEST CCCBTPINDBFFV1. TOMAKEWR 2. EOTHTGEERETRBT 3. SAIEVFTR 4. NZEORVI 5. RPTSECE 6. EONEPMELENCLXCRERECAF 7. UIONEREEPCSCERMEXT 8. ECROD 9. NEEOEWRVZRAI 10. GTRIETNYI 11. TURIBGTSENESOTHSR 12. EVCRSLAUEO 13. VRSDIEMORETEHELP 14. OISF 15. NIKLLBYIERITTRWAEO WR AnswerKey.It’saMatch!:1E,2C,3A,4D,5B WordScramble:1.Teamwork2.BetterTogether3.FiveStar4.Verizon5.Respect6.PerformanceExcellence7.CustomerExperience 8.Credo9.WeAreVerizon10.Integrity11.BestIsOurStrength12.CoreValues13.DeliverThePromise14.Fios15.NetworkReliability The Call Center Illustrated by Jenna Herring

cloud.

“In a world where we can be anything we want, we should always be kind. We are often faced with challenges, confronted with obstacles and met with great resistance. But, what made me most proud is that together, we were able to help people from all walks of life that needed us.

22 Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities.

Just to see the smiles from our co-workers and the genuine desire and willingness to make a difference was rewarding within itself. This was a life-changing experience – not just because of what it meant to me, but to the hundreds of thousands of people counting on us. Thank you Verizon for making it happen!”

Michael Scott, Consultant, Hampton CSSC

A storage space for our most memorable highlights.

On Tuesday, September 12th, 2017, more than 4000 Verizon employees volunteered to take phone donations during the Hand in Hand hurricane relief telethon. The broadcast was aired on all major US networks, including: ABC, Bravo, CBS, CMT, E!, FOX, MTV, MTV2, MTV Live, MTV Classic, NBC and Oxygen. By the end of the night, volunteers had raised approximately $4 million in donations! But, perhaps the most notable part of the evening was the overwhelming sense of V Team pride and unity. Even after a long work day, our V Team volunteers were completely energized and eager to offer their time because they understood they were helping thousands of people. We asked V Team volunteers what the most rewarding part of volunteering at the telethon was. Here’s what some of them said:

cloud. Time and time again, Verizon has demonstrated “who we are” by stepping up to the plate in the midst of a crisis. So when celebrities and communities came together to help those affected by Hurricane Harvey and Irma, it was no surprise that our V Team was right there to assist with the efforts!

23Q1 2018

Source: Verizon received the highest numerical score in the East region of the J.D. Power U.S. Residential Television Service Provider Satisfaction Study. 2017 study based on 37,370 total responses, from 7 companies measuring the opinions of customers with their television service provider, surveyed November 2016-July 2017. Your experiences may vary. Visit jdpower.com

Charles Wolpert, Sr Analyst, Newport News, VA

“We swept the JD Power Awards for Internet, TV and Voice and you can't do that unless you absolutely have the best people in the industry."

“It was awesome knowing I was helping out in a unique way, being able to donate my time and speak with donors (who were very emotional) and wanted to help any way they could too.”

Carlos Maldonado, Sr. Analyst, Atlantic South CSSC

“The most rewarding incident for me was when I answered the call from Emma. I could tell she was a little one, but I didn’t want to assume and be disrespectful. I asked for the billing address and her father took over, so I knew it then. I said, “Forgive me if I am being forward, but how old is Emma?” To which Emma replied, “I am 9. I want to give my $10 allowance.” It almost made me cry! For that baby to give her $10 to help others should be an inspiration to every one. I was proud to answer Emma’s call. Go Emma!”

Joe Worrell, Consultant, Hamilton CSSC

- Ken Dixon, President, VCM

Fios was named “Highest Ranked by Customers, Residential Internet Service Satisfaction in the East, Five Years in a Row” and voted “Highest Ranked by Customers, Residential Television Service Satisfaction in the East!”

Caroline Ancheta, Manager, Atlantic South CSSC

Source: Verizon received the highest numerical score in the East region of the J.D. Power 2013-2017 U.S. Residential Internet Service Provider Satisfaction Studies. 2017 study based on 21,701 total responses, from 6 companies measuring the opinions of customers with their internet service provider, surveyed November 2016-July 2017. Your experiences may vary. Visit jdpower.com

“Knowing that even though I was thousands of miles away from the affected areas, I was still making a difference.”

Maria Colemen, Consultant, Hampton CSSC

“What a night it was! Seeing all the excitement as the team members prepared to login to take the donor calls was priceless. And the relentless attitude as we worked through the initial system issues was unparalleled. You all lived the Credo – we run to a crisis, not away. Thank you!”

“The most amazing part for me was to be around all the positive energy from everyone involved and the need to do something for a greater cause. Verizon is an amazing company because all of the amazing people!”

Verizon Fios sweeps J.D. Power in 2017!

First Call Resolution Handle all customer issues on the first call, so that we eliminate unnecessary repeats and increase our FCR. Now is the time for us to use our tools to resolve issues while ensuring customers know that they have made the best decision by being a Verizon customer. We have to do a better job saving our customers on every contact and with additional urgency on a disconnect call. Our Disconnects per Conversation took a hit in the month of April, as we failed to make our target. One way to prevent unnecessary churn is to help customers who are out of contract sign up for another two years. Making a Connection Connecting with your customers in order to discover how their needs have changed over the years will help you set them up for the future. Make sure to find out how their households have changed and let them know that Fios continues to grow with their families and we look forward to spending another two years with them. We are the right team for the challenge and I know we will turn things around throughout the rest of the quarter, so let’s giddy up and sell the Fios experience!

24 Q1 2018

A Message From Kelley Kurtzman VP, Consumer Sales & Service guide.

A blueprint from senior leadership.

For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. guide. As we closed out the first quarter, we boasted the best Internet Close Rates for a first quarter ever. April was a different story: while we stayed above 30%, we fell short of our goal. Sales It’s important that we maintain our focus and continue to get customers by selling the value of Verizon. We nailed our TechSure launch — so let’s use that same intensity on selling TechSure and Gigabit with our new Samsung offer! Our Life on Fios results are better than ever and it won’t be long until every team is over 85%. The momentum from last year’s PBA focus has carried over into 2018 as we continue to deliver on positioning our products without giving away the farm. I’m incredibly proud of what we have done to accomplish this! Selling the Fios Experience As for TV, we have to find new ways to connect with our customers in this ever-changing environment. When talking about our award-winning Fios TV product, we must position products like MR-DVR by discussing benefits such as watching Netflix on their STBs, watching their DVR on the go with their new Fios TV app and/or controlling their viewing experience when they’re at home (think app/Alexa voice control.) We need to get out of the habit of asking customers “How are you recording?” In order to grow our business, discover what our customers need and show them how Fios TV will suit them — including how we position premium content. Utilize Optix Snapshot tiles to drive conversations around TV shows and movies on premium channels. Think about how you consume content in your personal life. As you may know, utilizing apps like NBC, ABC, MTV, A&E, etc. require a service provider to access full content. That’s what having a Fios TV account does for you. We are the key to unlocking all digital content on their Apple TVs, Rokus, Smart TVs and more! Once we get those customers to join the Fios family, we need to make sure that we keep them.

For 2018, we wanted a fast start across the board. Through Q1 2018, we delivered for our customers, the business and each other. Our business priorities continue to support the VCM overall strategies.

Revenue It’s essential that we continue driving revenue growth through LiveSource, Service Fulfillment Center Operations and Tech Support Lead to Succeed. Let’s also celebrate a strong finish in Q1, with LS delivering 8% better than plan, SFC 19%, and LTS 19%. While we celebrate our success here, please know that we still have plenty of room for even more growth, as we deploy a simple contract renewal process, automate field referrals and find new business in LiveSource. Margins

Employee Experience Our V Team culture remains the best I’ve ever seen it. I believe employee satisfaction beats strategy every day, and that happy employees equal happy customers. With the award grant, the new tools, VZ Foundation participation, the career and tuition assistance opportunities, and cultural activities celebrating Five Star and First Ticket Resolution, the work environment is very exciting and much easier to serve and delight customers. Thanks to each of you for being here and doing your best each day. As our Credo says, “Our best was good for today and tomorrow we hope to do even better.” Even with great results, we face some headwinds and have opportunities to step up our game. In regards to this, my ask is that we think about how we deliver record highs each quarter for all the key focus areas listed above. Please share your thoughts and ideas and own the business decisions, push back on the processes that don’t work for customers, make the tools like Delphi ML better and teach customers DIY with Life on Fios Service & Support as initial steps. As I visit the centers, let me and all the leaders know what works (and what doesn’t work) and how we can serve customers better.

To retain more of the revenue we generate, we must lower costs and expenses. The team delivered here as well, coming in $14.8M better than plan and also improved YoY. We improved calls answered internally; and showed significant improvement in productivity – decreasing our handling time by 58 seconds. Utilization of new tools such as Optix, Delphi ML, Life on Fios Service & Support, and Single Work Distribution enabled us to improve our efficiency.

Fios winning J.D. Power year after year says we’ve done a great job in VCM, making sure our customers feel the love. Our measurements for First Ticket Resolution improved 120 bps YoY, Five Star continues running near all-time highs at 84+, and we’re resolving more issues over the phone or with DIY. This will only get better as we continue to adapt to our DelphiML and Life on Fios Service & Support tools.

Customer Experience Maya Angelou said, “People may never remember what you said or did, but they always will remember how you made them feel.”

Thanks for a great Q1. Let’s keep up the momentum for the rest of the year

25Q1 2018 For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. guide.

A Message From Curtis Adamson VP, Technical Support

forward.fast And beyond... March 31 - April 4, 2019 Miami Beach, FL Loews Hotel We hope to see you there!

Verizon Innovative Learning 27fast forward. For internal use only: Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted outside of Verizon facilities. We don’t wait for the future. We build it. Q1 2018

When the available options appear, select “For Me.” From there you can select “Employee Assistance Program” to find information about babysitting, summer camps, elder care providers and more.

Additionally, under “Employee Discounts,” you can review discounts on a number of different Soproducts.thenext time you are planning home improvements or a shopping spree, just visit “About You” on VZWeb and discover all the great benefits available to you! We’re giving humans the ability to do more in this world, by creating the connections that turn innovative ideas into reality. We call it #humanability Verizon Innovative Learning provides free technology, access and innovative learning programs that transform schools and children’s lives. To date, we’ve given over a million kids the tech education they deserve and will help 5 million more by 2023!

To learn more about how Verizon is helping build bright futures for millions of deserving kids, visit www.humanability.org . Then, head on over to www.verizoninnovativelearning.com for a list of organizations that you can donate to in support of this effort!

Watching?JulissaWhat’sProgramAssistanceEmployee

Are you trying to find a summer camp for your daughter or a caregiver for your aging father?

Did your babysitter cancel on you at the last minute? Or, maybe you just want a great deal on new solar panels? Well, step away from the Google! The answer is much closer than you may think. Simply go to VZWeb and select “About You.”

This month...coming to a screen near you… Julissa reviews a new STARZ original series, Vida. Stay tuned!

It is our goal to provide you with an even better experience in future editions of network. So please feel free to send us your feedback and suggestions. Did you enjoy the articles? What type of content would you like to see? Or maybe your center has a unique story that we could potentially feature in our next edition. You are our eyes and ears and we’d love to hear from you! Please send all questions, comments and potential content recommendations to: network.magazine@verizon.com And don’t forget to start the conversation and share photos in the Social Hub in mySTAGE — you just might be featured in the next issue! Send us your feedback!