Senior Manager Account Services

• Dec 2022 - Present

Senior Manager, Commercial Operations - Order Transformation

• Apr 2019 - Dec 2022

Lead a Business Transformation team of Agile Product Owners to fulfill a multi-year implementation of Pega as an Enterprise workflow platform from Opportunity to Bill serving Verizon Wireline Business Group. System integrations include Salesforce and other Verizon systems spanning deal packaging, quoting, service fulfillment and service assurance.Key Achievements: Implementation of 30 workflows by YE 2022 reducing overall project interval and accelerating $1.7M in annual revenue  Led Business Planning sessions to define gaps, identify solutions, and create system/process implementation roadmaps Leveraged performance metrics to gauge success, identify additional focus areas and build Capital business cases Collaborated with multiple IT teams to define requirements and integrate existing systems with the workflow platform Led the software development lifecycle for multiple work streams: requirements, user story fulfillment, and testing Executed Change Management practices to provide communication, training, documentation and Day 1 Support  Managed stakeholder and sponsor expectations through Roadmap updates and risk mitigation plans

Senior Manager, Enterprise Business Operations

• Aug 2015 - Apr 2019

Lead a global team responsible for project management and operational support for Enterprise ordering centers in 5 countriesOversee project execution comprising end to end completion of development and implementation of new products and programs Provide operational support to include: issue resolution, process documentation, methods & procedures, and training Drive implementation of strategic vendor programs focused on maximizing performance in a global business environmentAnalyze performance metrics and predict, implement, and measure success of efficiency initiatives

Senior Manager, Network Services, Chief of Staff

• Aug 2014 - Aug 2015

Cross Functional Assignment : Led team responsible for communications, training, audit compliance, and business continuity planning for four executives

Program Project Manager, Network Implementation

• Aug 2008 - Apr 2014

Led Program leveraging fiber solutions to increase network utilization and reduce cost to serve for existing and new productsManaged delivery of Geospatial Network Planning System and IT initiatives enabling alternative network designs & technologies

Senior Manager, Consumer Business Operations

• Nov 2002 - Aug 2008

Led team responsible for user support, system requirements, testing and methods and procedures for existing and new productsDrove end to end system development and implementation for the rollout of FIOS, a fiber based voice, data, and video productDeveloped methodology and oversaw reporting of High Speed Internet company official metrics

Consultant, Finance

• Jun 2001 - Nov 2002

Managed $200M IT development portfolio for two annual budget cycles across multiple lines of business Responsible for budget creation, program prioritization, as well as spend tracking and reporting Managed $200M IT development portfolio for two annual budget cycles across multiple lines of business Responsible for budget creation, program prioritization, as well as spend tracking and reporting

Project Manager, Network Engineering

• Jun 2000 - Jun 2001

Cross Functional Assignment Led a national implementation of High-Speed Internet test equipment to support tiered speed product rollout Ran a cross-functional team of Verizon and vendor resources responsible for site readiness, installation, and product integration

Operations Center Manager

• Sep 1997 - Jun 2000

Directed a team of 5 supervisors and 120 associates responsible for the delivery of voice and data servicesRan a successful trial with Microsoft to package High Speed Internet as a productLed the team through two successful system conversions requiring extensive Change Management leadership

Platoon Leader/Battaltion Staff Signal Officer

• Jun 1989 - Nov 1997

Platoon Leader accountable for team of 30 and $2M in tactical communications assets delivering wireless and wireline services Battalion Signal officer responsible for communications network planning and logistics to support tactical exercises Platoon Leader accountable for team of 30 and $2M in tactical communications assets delivering wireless and wireline services Battalion Signal officer responsible for communications network planning and logistics to support tactical exercises

Supervisor, Major Accounts

• Jan 1997 - Mar 1997

Supervised a team of 35 management call center employees servicing high value account customers and sales associate Supervised a team of 35 management call center employees servicing high value account customers and sales associate

Telecommunications Specialist

• May 1994 - Dec 1996

Managed the customer payment program for telecommunications services provided by 7 vendors for 70 locations across 3 states Managed the customer payment program for telecommunications services provided by 7 vendors for 70 locations across 3 states