An accomplished, results driven Telecommunications Sr. Implementation Project Manager with 24 1/2 years overall experience. Expertise in end to end implementation of voice and data wholesale wire line services. Proven ability to interface with sales, engineers, customer service, billing and upper management both internal and external to meet customer's expectations. Customer focused, award winning for relationships with external customer up to VP level. First point of contact in overseeing all aspects of projects and business accounts. Exceptional communicator. Track record for consistently exceeding job performance.
- Power point
- Access
- Microsoft Excel
- Word
- Office
- Outlook
- Lync
- Customer needs assessment
- Strong analytical skills
- Project management
- Strong collaborative skills
- Excellent problem solving skills
- Unified Communications
- Focus/Compass
Allied Real Estate School Dallas, TX. May 2014 - Present
*Certificate - Texas Real Estate Principals v.2 2014
* Certificate - Texas Law of Agency v.2 2014
*Certificate - Texas Law of Contract v.2 2014
*Certificate - Real Estate Finance v.3 2015
*Certificate - Texas Promulgated Contract Forms 2015
Mesquite High School, Mesquite, TX. High School Diploma, May 1980
Eastfield College Mesquite, TX. Completed coursework towards Business/Management, May 1984 and 1994. No degree.
Manchester, NH, 02/2006 - 02/2014
- Managed 40-60 accounts as a Sr. Implementation Project Manager. Worked along side of Wholesale Sales, Engineers and Network Service Managers for project definition and execution for a $25M/Month customer base; included all aspects of planning, risk assessment, delivery, change management and issue resolution.
- Part of the creation of the SWAT TEAM for large complex projects and through new process control changes raised
- Worked the turn-around operation for the GTE/MCI/Verizon account, initiated new efficiency processes and procedures, which reduced GTE/MCI/Verizon's escalations by 76% and expedites by 41%.
- First point of contact with vendors, customers (internal and external) on every aspect of installations, upgrades, downgrades, disconnects and Customer Premise Equipment (CPE) receipt, returns and escalations.
- Prepare project status reports by collecting, analyzing, and summarizing information and trends, sent weekly status reports to internal and external customers up to Vice President levels. Negotiate with project stakeholders or suppliers to obtain resources or materials.
- Manage multiple projects execution to ensure adherence to budget, schedule, and scope.
- Trouble resolution research, escalation if necessary.
- Worked with Network Engineers on pre-configurations for Dedicated IP products.
- Scheduled and facilitated after hour hot cuts. Compiled, tracked and monitored account activity and presented reports clarifying customer understanding of complex issues.
- Worked end to end to completion of orders/projects to installation, verified billing, outages and provided customer with monthly inventories..
- Ability to work independently.
- Strong working relationship with both onshore and offshore Technical teams.
- Strengths include: Customer relationships, Leadership, Executive Management, Program/Project Management, Professional Services, and Customer Service.
- Assisted in the monitoring and reporting on website traffic and performance.
City, STATE, 1999 - 02/2006
- Responsible for inputting all orders for GTE/MCI/Verizon one of the top 3 customers of Sprint. Verified addresses, products, pricing, tracking and reporting internally and externally and timeliness to Provisioning.
- Provided weekly reports to internal and external customers.
- Facilitated conference calls with external customers on weekly updates.
City, STATE, 09/1997 - 1999
- Confer with customers such as AMC Theatres, UMB Bank and CompuCom by telephone or in person to provide information about products or services, take or enter orders Dedicated Voice and Switched Voice products, cancel accounts, or obtain details of complaints.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Refer unresolved customer grievances to designated departments for further investigation.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Responsible for accurate billings, disconnects completed on time and billing ending, switched services- added, canceled, upgraded or downgraded. Enhanced toll free services and international services. Worked with collections for timely payments and hand delivered invoices for one customer every month per customer's request.
City, STATE, 09/1989 - 09/1997
- As a Specialist we handled all Supervisor/Manager escalations, Help Desk answered all product, promotion, general and complex questions. Performed side by side monitoring to strengthen customer service skills.
- As a representative, I worked exclusively with USAA officers.
- Offer specific training programs to help workers maintain or improve job skills.
- Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
Excellent team player and leader.
Highly organized, detailed oriented and a good multi-tasker.
An effective communicator.
Know how and when to negotiate.
Recognize and solve problems quickly.
Exceptional at customer relations.
- Received awards: Distinguished Achievement Award, Quest outstanding Performance Award, 1st, 2nd 3rd and 4th Quarter Quest Excellence Awards, Teamwork Award, Outstanding Service received from VP
- Distinguished Achievement Award, Quest outstanding Performance Award, 1st, 2nd 3rd and 4th Quarter Quest Excellence Awards, Teamwork Award, Outstanding Service received from VP
Leadership
- Served as leader of 2, 5000 site migration project. Actively mentored and trained other Implementation Project Managers and Implementation Specialist.
- SME for online ordering tool. Trained external customers.
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School Attended
- Allied Real Estate School Dallas
- Mesquite High School
- Eastfield College
Job Titles Held:
- Sr. Implementation Project Manager/Swat team Implementation Project Manager I
- Implementation Specialist
- Major Account Customer Service Representative
- Residential Customer Service Representative/Information Desk Specialist
Degrees
- License pending
- High School Diploma
- None
- Select One
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