Team Lead Manager

• Mar 2023 - Present

Customer Success Manager

• Aug 2021 - Present

Project Manager | Operations | Samsung Electronics America

• Feb 2021 - Aug 2021

- Lead development and implementation of sophisticated capabilities, identify problems, evaluate solutions, develop business cases and influence approval for programs/projects. Great understanding of Omni-Channel operations performance in the deployment of strategic capabilities. - Apply project/program and transition management principles and tools and continuously improve methodologies and tools. - Build strong people networks (internal/external) to identify & optimize capability delivery & drive collaboration - Provide subject matter expertise to deliver innovative solutions and, where relevant, initiative drive and implement solutions Deliverables and Decision Rights - Drive strategy deployment and adoption of system and operational process improvements in partnership with cross-functional teams and business partners - Partner with process managers to identify improvement opportunities, and drive the prioritization and delivery of the projects/programs - Build and deliver capability roadmaps and project roadmaps (recommend and identify scope/investment recommendations) and execute projects/programs while ensuring Global alignment and SEA needs are met -Ensure capabilities are executed in support of meeting functional performance targets Show less

Program Project Manager

• Jan 2017 - Feb 2021

-Work directly with leadership and participate in project planning to define scope and objectives of programs. -Manage long term relationship with clients. Providing both continuity/retention from sale handoff to end of project and so on. -Lead in coordinating with vendors and/or development teams to ensure the delivery of the project deliverables that meet the required standard of quality. -Project manage engineering cross team topics using Waterfall & Agile Methodologies -Implemented risk management plans to ensure that projects are executed according to schedule and within budget. -Drove the constant improvement of team’s design and development process. -Review and assess project deliverables for direct reports and provide guidance and recommendations efficiently and effectively. -Ability to develop, recommend, and monitor objectives and key results on team performance. -Review and assess project deliverables for direct reports and provide guidance and recommendations. -Ensured that projects adhere to SOW and budget in a timely, efficient manner. -Allocated resources. -Mitigating risk assessment -Exceed clients needs & expectations. -100% end to end coverage on projects. Show less

Project Manager/AT&T Technology Operations

• Jun 2013 - Dec 2017

-Served as the chief order management specialist ensuring that order information is processed timely and accurately through managing and designing new programs to help streamline integration of new clientele, and conducting complex troubleshooting with both waterfall and agile methodologies.-Ensure Customer retention from all projects.-Developed project schedule by identifying sequencing, milestones and required allocation of required resources.-Supported project execution through continuous coordination of planning, tasking, performance reporting, change control and issue management.-Worked effectively with contractors and vendors in managing the installation of hardware and software inside and outside plant, and equipment.-First level point of escalation for all assigned customers to resolve project issues.-Help customers with Process development & Implementation of Saas. (Software as a service)-Took lead on process and management of the inventory and purchasing for materials on various projects-Responsible for delegating tasks amongst engineers both domestically and overseas (Puerto Rico & India) in order to produce successful Test & Turn up activation.-Work with the product team for IT product and services along with executive leadership to develop and manage our product quality control. -Excellent communication skills in directing the team and reporting to project stakeholders.-Responsible for providing data analysis and configuration plans around client KPIs prior to client interaction, driving continuous improvement to maximize efficiency in process and reduce the cost of managing orders to clients, as well as managing a high volume of daily order processing with accuracy and efficiency through maintaining outstanding Work Orders providing both daily and weekly status updates of request submitted by agencies.-100% end to end coverage on projects Show less

Client Suppot Specialist

• Aug 2012 - Jun 2013

-Served as the primary service liaison for the entire global client base to support their use of company products and services through, service delivery, proper issue tracking, providing superior internal and client communication, and timely resolution or escalation of client issues.-Coordinated budgetary functions and provided overall direction and guidance on said functions including but not limited to performing detailed analytics presentations for the Senior Director of Sales and exceeding annual saving objectives by 3 million.-ATT representative amongst fortune 500 companies with new technology we offered. JP Morgan, BOA, etc.-Performed budgeting and detailed analytics presentations for ATT sales department-Project Manager for the larger accounts throughout the year-Contributed to exceeding In-Year Savings goals by millions-Developed detailed task and system Implementation processes within ROME system for AT&T coworkers-Activation Scheduling/project managing 100+ orders at a months’ time - direct negotiation with customer and vendors-Managed the timely execution of PRI, SIP, & Black Box circuit installations based on established Service Level Agreement criteria for conversion bandwidth, tracking status with Excel spreadsheets-Managed system fall-out between SPP (Service Provisioning Platform) over all Legacy areas within the ATT region Show less