Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Executive Summary

Strategic and forward thinking management executive with more than 20 years of success leading scalable solutions development and executing large scale implementations in highly regulated environments. Digital marketing professional experienced in sales, marketing and account management. Knowledgeable about e-commerce, social media and creative digital design.Skilled in guiding the entire product lifecycle and balancing resources in matrixed organization, with a history of uncovering and capitalizing on cost savings opportunities. Exceptional leader who excels in creating collaboration across all business functions and takes pride in building teams that consistently outperform goals.

Core Qualifications
  • Project Management
  • Technical Strategy
  • Software Development
  • Vendor Relations
  • Large Scale Project Management
  • Platform Stabilization
  • Business Case Development
  • Enhanced Customer Service including CRM
  • Cross-functional team management
  • Staff development
  • Policy/program development
  • Sales and Operations management
  • Change management
  • Cross-functional team management
  • Supervision and training
  • Sound judgment
  • Calm under pressure
  • Change management
  • Skilled negotiator
  • Computer-savvy
  • Complex problem solving
Professional Experience
05/2012 to Current Sr. Project Manager Computershare Inc | Chicago, IL,
  • Directed strategic initiatives to achieve the management and execution of project program portfolio for the IT Corporate Systems Development organization including vendor management, project estimates, budget, schedule and scope while minimizing risk and ensuring adherence to established processes and methodologies.
  • Oversee complete project lifecycle process from request and approval through execution for all projects in the portfolio Establish project management standards to be used and continuously improves the systems development life cycle (SDLC), process Ensure best practice usage, maintain integrity of program scope as defined by requirements Proactively improve the project timeline through schedule management and progress tracking of schedule and budget Ensure projects are delivered within approved budget, schedule, contingency, and meets quality standards Establish and execute a project communication plan & provide monthly updates Identify conflict and manage resolution Negotiate with functional CSD managers to obtain.
05/2012 to 06/2012 Sr. Project Manager Computershare Inc | El Segundo, CA,
  • Direct IT production support systems functions for Frontier production environment comprised of (UNIX & NT) Long Term Data Retention - Technical Environment - Supported Systems - Mainframe LTDR - Open Systems LTDR (Oracle) - Open Systems LTDR (SQL) Solutions (Converted Data, SharePoint, and Shared Drive).
2012 to 05/2012 Team Leader Engie | Arizona, LA,
  • for integration teams strategic plan and turndown of the Frontier13 Verizon systems, delivered and completed the turndown and reconciliation of the 665 FTR13 systems on budget and ahead of schedule.
  • Aligned work and plan with the corporate strategy to transition off of the Verizon systems for FTR-13 over to Frontier legacy platforms and systems.
06/2010 to 2012 Sr. Group Manager Visa | San Francisco, CA,
  • Directed strategic initiatives for the Verizon and Frontier Divestiture Initiative which commenced in May 2010 completed on July 1, 2010.
  • During this period, lead this $8.5B initiative for Verizon to divest the telecom assets in 14 states by June 30, 2010 ($2.5B annual revenue stream and 4M customers).
  • From July 1 to December 31, continued to be responsible for post merger stabilization activities surrounding systems, processes, and customer experience.
  • Key achievements & leadership: Successfully spearheaded the $8.5B divestiture initiative on time and on budget with a 75-member team across Consumer, Small Business, Medium Business, and Enterprise business segments: Strategy and Plan; Transitioning Customers and Products; Replicating Platforms; and Standing-up a New Organization with functions, processes, and resources Identified scope of work for the divestiture and established the project implementation team.
  • Effectively on boarded stakeholders (Verizon Telec.
2008 to 2009 Sr. Manager Visa | Atlanta, GA,
  • Defined strategy and business plan for infrastructure, enhancements and daily operations changes for the Verizon Telecom Call Centers, Voice Portals & National Screener.
  • Deployed 56 Initiatives within 3 strategic focus areas including IT Strategic Voice Portal, National Screener/High Speed Internet Voice Portal Enhancements and Fiber Solution Center / Enhanced Voice Repair Center Voice Portal Enhancements producing the initiatives produced YTD Program Benefits savings of $19.5 million Reduced Voice Program, Fiber Solution Center Misdirect calls by 5% with incremental savings of $1.3 million Improved Fiber Solution Center Self Service 10.6%, resulting in Total Self Service savings of $10.4 million Reduced Consumer Sales Service Center Misdirects by 7.94% with incremental savings of $5.1 million Group Manager Consumer, Call Center Management Small Business PMO Operations & Technology - Verizon.
2006 to 2008 Sr. Manager Anheuser-Busch Inbev | Jonesboro, AR,
  • Directed a team of project managers with a portfolio of 197 projects including Call Center Management Voice Portal, Online Center of Excellence, External Partners, SPOT (Strategic Product Ordering Tool).
  • Charted key project deliverables through the development and maintenance of Project timelines Acted as point of escalation communicating all issues and timeline jeopardies Managed all new requirements for software/architecture through the Change Control Process Coordinated a cross functional team while project managing new systems deployment, call center implementation and the deployment of all enhancements and releases to existing systems and desktop applications Performance indicators improvements in Voice Portal portfolio Self Service and misdirects 4% call volume reduction Outbound transfers reduced to 15.4% Verizon On-Line Voice Portal Self Serve rates increased 10.1% Fiber Solution Center Voice Portal 4% uplift to self-service rates.
2004 to 2006 Group Manager Visa | Miami, FL,
  • Directed a team of managers in the development of five Strategic Roadmaps including centers of excellence for: Call Center Management, Business Solutions Group, Online Center of Excellence, External Partners, and National Sales (desktop).
  • Developed a vendor analysis template form utilized for standardization for all vendor research Built an internal Verizon web site portal to gather all vendor research and strategy documents for storage and reference Produced requirements and RFI/RFP for enterprise systems including Email, WFM (work force management), call monitoring and click to chat topologies Formulated partnerships with research firms Gartner and Forester and numerous vendor suppliers for advanced services into requested topic areas Produced initial strategy roadmap for IP/ACD and VOIP Convergence for Verizon Call Centers Performed research on the new-to-the-world products, caller authentication voice print authentication, and call monitoring and voice portal analytics Manager - Consumer, Small.
1999 to 2004 Sr. Manager Verizon | City, STATE,
  • Directed the activity of a large scale inter-departmental cross functional team, including staff managers, network engineers, IT development and system engineers, installers and LOB client personnel involved with the planning, provisioning and installation of (CTI) Computer Telephony Integration.
  • Integrated enterprise wide the Central Office Switch replacement program in Verizon.
  • Developed the metrics budget requirements and tracking of the $43 Million in capital and expense funds Guided the technical design and deployment of CTI, implementing and maintaining large scale integrated switching and IT software systems development.
  • Deployed the eZinfo application with FTTP functionality to allow our customer contact centers to provide service and sales for FTTP customers Directed the deployment and integration of CTI and application screen pops for over 33,000 telephones and call center agents desktops enterprise wide Provided the technical leadership in the initial design phases of CTI including the OCS.
Expected in Bachelor of Science | Business, Management & Economics Empire State University, Saratoga Springs, NY GPA:
  • President - IGTUG International Genesys Telco Users Group 2004-2008 CONFERENCE SPEAKING ENGAGEMENTS Genesys Telecom Labs' G-Force customer conference - ACD/VOIP Architecture - Miami, FL Genesys Telecom Labs' G-Force customer conference - Genesys usage in Verizon - Las Vegas, NV Page | 1.

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