What are some of your most satisfying successes of the past year and why? This past year, the Verizon Consumer Group Legal team focused on authentic and transparent relationships. This positioned our team to lead in the service of customers, employees, shareholders, and our community at large throughout the pandemic. We anticipated regulatory changes and shifts and shared information with clients quickly, which then allowed Verizon to not only meet the requirements of the FCC’s Keep American Connected pledge, but exceed them. We added wireless high speed data allotments, temporarily removed data caps for DSL and FIOS broadband Internet plans, and supported school districts and small businesses. We helped the business navigate these requirements and those in the Emergency Broadband Benefit program, both of which helped Verizon serve hard-hit communities.

We also worked hand-in-hand with our Sales Operations clients, State & Government Affairs counterparts and with enterprise-wide crisis management response teams to implement the multiple state and local shelter-in-place orders and reopening mandates that applied to our 1400+ company-owned stores. We advised the business in implementing social distancing protocols and face covering orders, exemptions, and revisions, and then worked to submit the required state or local attestations. As the consumer business looks towards ways to better serve customers in the future, many of the technologies, processes, and ways of working developed will be leveraged to help our clients meet the customer when, where, and how they want to be met.

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