Ann-Marie Dougherty

Operational Improvement Delivery Lead

Ann-Marie joined Innovar in 2006 and is a seasoned executive with over 20 years of experience. As an Operational Improvement Delivery Lead, she has designed and implemented innovative solutions focused on optimizing operations across the Innovar client portfolio.

Prior to joining Innovar, Ann-Marie was Director of Operations at Verizon, responsible for enterprise-wide workforce management for the broadband call centers. Her successes include creating and implementing workforce management teams, forecast planning models, and custom metrics, in conjunction with the rollout of WFM and call routing software, to improve customer satisfaction while gaining efficiencies. She designed the user interface for the speech-enabled voice response system, the first major speech deployment in a Customer Care environment for any industry. As a Project Manager, she led several significant projects focused on improved customer service and reduced costs.

Ann-Marie earned a Masters of Business Administration Degree, in Marketing from the University of Dallas, Irving, TX and a Bachelor of Science Degree, in Accounting from the University of Binghamton, Binghamton, NY. She also holds a U.S. patent for Ad Copy automation ("Systems and methods for communicating and validating Ad Copy instructions").