Jessica Claire
  • Montgomery Street, San Francisco, CA 9XXX5
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Accomplished Project Management Consultant highly effective at refining workflow and schedules to enable successful projects. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning and time management competencies. Charming leader with 20 years of driving best in class service and business excellence.

  • Trend Data Analysis
  • Customer Monitoring
  • Management-Level Presentation Skills
  • Decision Making
  • Project Planning Management
  • Detail Oriented
  • Microsoft Office Proficient
  • Strategic Thinker
  • Multitasking and Prioritization
  • Business Operations
  • Project Management Processes
  • Project Management
Work History
Project Management & Compliance - Senior Analyst, 02/2001 to 07/2021
Verizon WirelessCity, STATE,
  • Managed projects that impacted the Business Government Centers of Operation (BGCO).
  • Project manager for large projects such as onboarding multiple new outside vendor call center locations, ensuring everything was completed on time and on budget.
  • Responsible for leading in the development and execution of process design and update efforts for the BGCO organization with focus on fraud and compliance.
  • This role has critical impact on the operations of the BGCO by creating, managing, and driving new process and procedures. This includes ensuring that call current process and procedures were up-to-date or improved upon to allow for excellent experience for internal and external customers.
  • This position also required to develop trainings, and informational communications to ensure all required information was provided to frontline reps to allow them to properly and effectively handle their daily job functions.
  • Monitored incoming customer calls and tracked credits and discounts applied by representatives to ensure that they are applied properly and meet business compliance guidelines.
  • Tracked credits and discounting to identify trends in order to find strategic ways to drive down credits being applied in an attempt to decrease ROI to business.
  • Worked with Fraud and IT Security to track and provide findings back to these teams with findings of fraudulent activity that has been identified.
  • Took certification trainings on Agile for working projects in a strategic manor, as well as Design Thinking and Strategic Thinking courses to help with project management skills.
Business Sales Operations - Consultant, to
Verizon WirelessCity, STATE,
  • Managed product and system enhancement request that was submitted by project sponsors.
  • Evaluate all projects submitted for completeness, validity, value, impact, and priority to Verizon Wireless.
  • Determined impacts and then worked to get stakeholders' approvals (Legal, IT Security, Fraud, Compliance, and other impacted groups) and manage two week turn around period to acquire necessary approvals from those impacted departments.
  • Prepare and host monthly portfolio reviews with each Operations group to insure all groups are aligned with business objectives.
  • Continually review requirement submission process to drive improvements.
  • Responsible for ensuring project schedules align to enterprise release schedule, and to ensure that priorities from portfolio executive teams are reflected in their project schedules.
  • Review projects and provide recommendations for priority rankings on Operations Portfolio.
  • Provide high-level impact analysis of projects to various organizations with corresponding financials.
  • Develop and analyze KPIs for Operations Portfolio.
  • Develop detailed ad-hoc reports and analysis as needed to assess aging of projects, priority and alignment.
  • Provide senior management and project sponsors with timely updates regarding their projects and various approvals.
  • Assist other Enterprise and Government sales ops teams on special projects. Managed HQ Business Systems team project portfolio.
  • Clarify project goals, business cases, approach papers and provide key input for direction of systems enhancements.
  • Analyze project documentation; plans, schedules and objectives to ensure deliverables are within realistic time frames.
  • Document and communicate with management team detailed tracking activity outlining key dates, hot issues /concerns related to all projects.
Business System Operations - Analyst, to
Verizon WirelessCity, STATE,
  • VZW Systems Enhancement Creator, Reviewer, Researcher, and User Acceptance Tester for business systems.
  • Clarify project goals through requirement templates, business cases, approach papers, and/or conference calls and provide key input for the direction of systems enhancements, which pertain to the Federal Accounts Support Team.
  • Analyze project documentation; plans, schedules and objectives to ensure deliverables are within realistic time frames. Identify compliance risks for Federal Accounts. Analyze enhancements overall application functionality.
  • Establish and document benefits and impact of project to Federal Accounts Support Team’s objectives, including, but not limited to, current state and directional business processes.
  • Make decisions and recommendations that contribute to the overall success of projects, programs and/or process improvements
  • Document and communicate with management team detailed daily/weekly/monthly tracking activity outlining key dates, hot issues /concerns related to all projects progress via e-mail, Project Grid and Project Updates
  • Document and provide management with project feedback including summary of what was delivered and what was deemed out of scope and moved to subsequent release.
Technical Support - Assistant Supervisor, 02/2001 to Current
Verizon WirelessCity, STATE,
  • This role was that of an assistant supervisor, would take on the daily task of the supervisor.
  • Developed team schedules to ensure proper coverage in order to efficiently assist customers. As well as track the team's attendance and stats.
  • Made sure that all reps were advised of their current stats in order to ensure they were meeting KPIs.
  • Hosted team informational and focus group meetings.
  • Monitored incoming calls to insure quality guidelines were meet.
  • Point of contact for Government high security activations and resolving issues.
  • Researched and corrected escalated issues for the team and other teams within the company.
  • Created and maintained spreadsheets that were used for tracking multiple teams' stats.
  • Developed departmental training supplement for the company, which was implemented region wide.
  • Trained new and old employees to give them skills and knowledge needed to achieve further advancement with the company.
  • Developed Power Point presentations for management to utilize.
High School or GED: , Expected in 05/1995
Fallston High School - Fallston, MD

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School Attended

  • Fallston High School

Job Titles Held:

  • Project Management & Compliance - Senior Analyst
  • Business Sales Operations - Consultant
  • Business System Operations - Analyst
  • Technical Support - Assistant Supervisor


  • High School or GED

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