Professional overview

Accomplished professional in the fast-paced Brokerage/Financial Services, Media, Telecom, Wireless, Sales and Medical Industries. Possesses Top leadership led two different teams with direct reports , innovation, analytical and communication skills with the ability to create plans and make operational. Managed multiple projects simultaneously. Led facilitation of small to large size project teams from initial discovery requirements analysis phase through implementation of Go-Live production phase. Managed Call Center Operations for two global organizations. Managed relationships between key clients/customers and vendors resulting in savings of over 20 to 30 . Implemented business solutions that resulted in customer satisfaction and employee morale elevation of 30 .

AREA OF EXPERTISE

• Project Management
• CRM Customer/Client Relationship Management
• Call Center/Workforce Operations Management
• Vendor Relationship Management SLA's
• Software/System Development IT
• Strategic Business Planning and Research Analysis
• Team Building/Leadership
• Cross-Cultural Communications
• Problem Identification Resolution
• Business/Project Strategy Direction

PROFESSIONAL Experience

Confidential

Work with senior management to refine and streamline current processes, improve customer satisfaction and document procedures, as well as, manage all customer relationships and client expectations. Provide support to clients as NBC integrates Comcast systems Windows XP to 7 . Manage NBC's enterprise tracking and ticketing systems conduct daily queue management, generate tickets for escalations, discrepancies and installs ,maintain SLA's. Provide LAN hardware/software support services for, but not limited to, new installations, upgrades, and relocations. Liaise with facilities, building services, movers, and other vendors/contractors on issues such as floor layout, charges, and space management of PC Desktops/MAC, laptops, printers, network cable connections and phones. Conduct site surveys of locations to where project is to be completed and identify any issues of concern to management. Manage logistics/inventory provide the proper equipment to imaging and installation technicians, generate necessary paperwork after communicating with technicians, schedule pickups for retired equipment with vendors, keep weekly inventory log of retired equipment, refresh, upgrades, and installs, track issue resolutions and provide weekly reports to managers .

Confidential

• Partnered with Google, Actiontec Electronics Inc. and Canon on three short-term projects to increase sales of products such as MyWirelessTV, Google Chromebook, and Canon Printers. Tested functionality of these three products then provided recommendations on improvement to the Regional Product and Sales/Marketing management team. Expanded exposure through marketing via social media, mobile. etc. . Increased sales by over 20 as a result of my recommendations.
• Liaised and worked with Medical Supply Company, Doctors, and Insurance companies Cigna, WellCare, United HealthCare, Aetna, Medicaid etc. to provide Medical Solutions insurance plans, safety equipment etc. that best suite Patient lifestyle needs.

Confidential

Project Manager - Telecom Expense Management - CRM, Outsourced Managed Services, Wireless Mgmt., Vendor Contract Neg.

• Managed, coached, motivated and led a team of 12 1 direct report Manager, team consisted programmers/developers, auditors and support staff . Provided project management of small and large complex implementation projects for 6 clients SC Johnson, Budget/Avis Group, Advanced Micro Devices, Vulcan Materials Company, Ovation Travel Group, and Children's Hospital of Wisconsin simultaneously. Analyzed customer's current state systems for inventory, invoice processing, and wireless management/carrier billing. Provided recommendations for streamlining processes of current state systems and determined an appropriate implementation strategy. Created and managed the overall detailed implementation project plan.
• Managed entire project life cycle utilized Waterfall/Agile/Scrum Methodologies , project initiation/proposals, project delivery, business liaison/stakeholder management, post-implementation review and project closeout/handover. Managed the implementation of an expense management platform, taking clients from a decentralized manual process to an automated and centralized system i.e., SharePoint and processes saving the client over 1 million per month in telecom expenses and decreased operational overhead by 20-40 , improved efficiency by 70 and reduced costs via restructuring 20 .
• Collaborated with senior management and functional managers to plan business and technology initiatives and budgets. Identified and resolved project issues/managed project risks. Delivered the total business solution before scheduled time and under budget.
• Participated in Vendor Verizon Business/Verizon Wireless, Wells Fargo Business, AT T Business, T-Mobile Business, Granite Telecommunications, Qwest Communications, Sprint Business, Windstream, Kleinschmidt Inc. selection, negotiation and on-boarding process. Provided auditing of Vendor Capabilities and partnered with the COO and client senior management to deliver optimal Master Service Agreement MSA , Service Level Agreement, and Statements of Work SOW .
• Led the facilitation of project team and client meetings i.e. kick-offs, status, internal/client reviews , communicated activity, tracked issues resolution and delivered weekly status reports to project team. Coordinated and conducted customer training.

Confidential

Consultant - ACATS/Non-ACATS

Liaison between branch and back office resolved inquiries from Branch Managers, Financial Advisors and Operational Representatives on outgoing transfers. Provided Executive management with reporting on operations and client account matters.

Confidential

Consultant Business Analyst -

• Analyzed Alternative Investments/Customer Service/Finance departments' processing/billing and call center efficiency needs.
• Provided recommendations to streamlining processes and determined appropriate implementation strategy. Created and managed overall detailed implementation project plan as well as business requirements. Moved customer's data from paper invoices to electronic billed inventory accessed through web-based software. Trained customers on software and provided on-going support.
• Lead the facilitation of project team and client meetings provided recap, major escalations, client discrepancies, challenges, resolutions, project status . Provided management with weekly reporting ex. Performance, Data Management, Analysis .
• Managed Call Center Operations. Analyzed the daily productivity statistics/metrics of Call Center Associates and provided solutions to improve overall service levels and policies of various business groups. Partnered with Management to develop training and procedures for Associates to enhance productivity achieving an increase in profits, decrease in operational cost and an increase in productivity by 20-40 . Performed training on software/systems and policies for over 100 internal staff.

Confidential

Business Analyst/Workforce Manager

• Lead a team of 4 analysts. Managed Call Center Operations operated on a 24 hour/7 day 365 day schedule for TD's 4 locations over 1200 associates per location . Managed and coordinated action plans for daily operations. Established work priorities and ensured customer inquiries are handled effectively while meeting cost, productivity and quality goals. Performed Risk, Performance, Data Management, and Change Management Analysis resulting in decreased expenses by over 30 .
• Streamlined work processes to decrease wage and salary expenses through well managed scheduling via BP Software. Analyzed the daily productivity statistics/metrics of Call Center associates and provided solutions to improve overall service levels SLA's and performed Quality Assurance on Call Center calls. Partnered with senior management and HR to develop training programs and procedures. Trained managers on systems/applications. An increase in productivity resulted in greater than 30 increase in customer satisfaction.
• Managed the implementation of a new website rollout, which encompassed merging 3 platforms into an integrated system. Led the testing UAT efforts and support during rollout and postproduction. Interviewed clients and documented Functional/Non-Functional Requirements. Led weekly client meetings and produced daily reporting to executive and senior management teams.