SUMMARY:

Highly experienced Project Manager, with diversified business experience in several industries. Decisive and assertive multi - lingual operations executive, with strong analytical and problem solving skills. Delivered exceptional results in fast paced, multi-dimensional environments, where adaptability and flexibility are imperative. Ability to manage strategic issues resulting in profitable development of new and existing businesses. Strong negotiator, with a dynamic personal style. Energizes teams to achieve outstanding performance.

AREAS OF EXPERTISE INCLUDE:

Project Management Strategic Planning Cross - functional Team Leadership Quality Assurance Training, Business Analysis Customer Service Management, User Acceptance Testing (UAT) Product Manager, Process Improvement, Market Analyst System Updates/Implementations Negotiations Telephony Expertise Fluent in Spanish

TECHNICAL SKILLS:

MS Office HTML SQL XML Oracle Fusion Middleware Outlook Lotus Access, Confidential Billing & Provisioning systems, SAP, Genesis, ELT Developer

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

DATA & WAREHOUSE MANAGER

Responsibilities:

• Ensured timely movement of products through optimization of inventory and shipping/receiving processes.
• Prepared accounts of departmental expenses and coordinated with their respective accounts department to prepare monthly reports.
• Proactively managed systems development, implementation and risk via the use of SDLC.
• Delivered training to staff on all system updates.
• Proactively reviewed and resolved customer billing and system issues.
• Negotiated contracts with clients and vendors.
• Managed for and disbursed different office supplies.
• Elicited, analyzed, and documented the requirements for the business processes, policies, and information system within the firm.

Confidential, New York, NY

PROJECT MANAGER

Responsibilities:

• Maximized efficiency and accuracy of key functions by driving detailed analyses of organizational and operational procedures.
• Prepared user acceptance testing (UAT) by mapping and testing interfaces, and ensured success of update implementation through use of Data Warehouse development/maintenance lifecycle and methodology.
• Responsible for business requirement documents (BRD's), defining project plan, writing system requirements specification, and delivering project/status reports.
• Conducted cost analysis for ordering of new PC equipment.
• System Analyst and Program development for conversions and cutover, design/development for FIOS.
• Supported greater capabilities and integrity of core processes by contributing to groups that updated and created the mainframe billing systems (including CRIS, BOSS, CABS, EXACT, SPOT, RBBE, COFEE and SOP).
• Improved efficiency/resolution of service orders and installation delays for Copper and Fiber products by creating comprehensive orders and reports. Identified opportunities and delivered recommendations or improving processes.
• Subject matter expert for 450 plus products and services.

BUSINESS ANALYST

Confidential

Responsibilities:

• Proactively communicated and collaborated with external and internal clients to analyze information needs and functional requirements.
• Delivered Functional and Business requirements documents, Use Cases, GUI, and interface designs.
• Lead the Enterprise-wide requirements definition and management systems and methodologies required.
• Successfully engaged in multiple initiatives simultaneously. Worked with testing tools to design and develop test plans, test scripts and god at quickly learning technologies and systems that are organizational/ project specific.
• Contributed to sales efforts by consulting on client requirements, providing recommendations on products and services to enhance their client base and improve their competitiveness.
• Played key role as member of implementation/project teams for FiOS, SONET, VoIP, FIBER, and Collocations projects: secured codes, developed service orders, and authored procedures to support product offering.
• Performed UAT prior to rollouts.
• Optimized success of FiOS by creating bundle packages that helped reduce customer costs.
• Helped the business lower it's upfront costs for FIOS by allowing maximum re-use of existing IT investments and assets.
• Ensured uninterrupted service and zero public safety impact by leading efficient migration of E911 system to a Y2K-compatible platform.
• Partnered with internal organizations and contacts at Confidential .
• Presented project progress reports and status reports to the management throughout the duration of the project.

Confidential, New York, NY

CALL CENTER MANAGER

Responsibilities:

• Responsible for overseeing employees in call center, making sure day to day operations run smoothly, and ensuring that the calls are routed and handled effectively.
• Leveraged Genesis to pinpoint how well calls have been handled and routed through the Business Center (ACD system).
• Use historical data retained by Genesis to identify trends and areas requiring improvement in the Center.
• Improved communication and staff retention by leading weekly meetings to discuss issues, and boost employee satisfaction and loyalty.
• Proactively led efforts to resolve customer issues and restore service in a timely manner