Experience

Coppei (now Exadel)

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Senior Consultant

  • Feb 2019 - Present

  IT Project Manager and Delivery Lead for national telecommunications carrier IT Project Manager and Delivery Lead for national telecommunications carrier



CANCER CAN'T

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Program Manager

  • May 2017 - Mar 2019

  • Proficient in sustaining annual 501c(3) non-profit activity for Cancer Can’t and Charitable Pharmacy Group, including all state and federal licensing and requirements• Managing several programs within non-profit organizations to support oncology patients in the Inland Northwest• Facilitated contracts for event locations, food, auctioneer and MC, as well as several other smaller contracts associated with fundraising events while keeping expenses under $40,000• Program Manager for Charitable Pharmacy Group implementing 1st in state medication pilot program • Completed several grant requests for funding of programs across 2 different non-profits



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Customer Delivery Manager

  • Jan 2007 - Feb 2009

  • Management of four IVR’s delivering approximately one million calls daily to 22 internal call centers and more than 30 external call centers, awarded three consecutive J.D. Power awards for Customer Service in wireless industry with high rankings of the IVR• Employee management of seven analysts in three locations throughout country• Provided direction and support to provide the best customer experience by routing of calls to specific queues based on customer type, account balance, technical needs, and customer’s spoken need • Partnered with senior leadership to provide continual focus on improving and enhancing customer experience within the automated applications, allowing over 40% of customers to resolve need within the automated application in turn reducing head count and cost• Managed the transition of outdated automated systems to speech enabled applications• Oversaw call center components of transition of 3 million customers from newly acquired company to T-Mobile • Transitioned 22 call centers from 24X7 coverage to specific hours driven by representative type and time zone specific hours to improve employee morale and retention

• Customer Service Project Manager

  • Jul 2004 - Dec 2006

  • Project manager responsible for the implementation of large initiatives into customer service internal and external call centers• Followed standardized project management methodology including development of project plans, project timelines, tracking issues and risks, managing action items, and managing budget• Program manager responsible for directing programs associated with increasing employee retention within call centers • Directed resources as Customer Service Project Manager to successfully implement large postpaid customer projects, pre-paid customer projects, and implementation of new applications • Managed the collection and documentation of Customer Service business requirements for 16 systems for the top priority companywide initiative• Partnered with cross-functional teams to develop support and implementation of Federal Communications Commission regulations regarding Voice over IP 911 services • Responsible for creation of requirements for IVR and call routing support structures for customers contacting T-Mobile Customer Service• Lead efforts for creation of content within two knowledge bases for Customer Service Representatives to support new handsets, new network, and wireless routers • Managed team to perform Customer Service’s first ever simulations, as well as multiple pilots in support of upcoming products• Coordinated activities among Customer Service executive management to protect and secure high profile and celebrity customer data



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• IT Project Manager

  • Jul 2000 - Jul 2004

  • Project manager for customer focused initiatives with the responsibility of determining impact and budget estimates, securing development resources, conducting IT kickoff, and managing IT components from inception through successful launch• Managed forecasting of budgets, reporting accomplishments, production of weekly status reports, IT project schedule and IT resources • Worked in coordination with IT Architecture to determine solution and scope of project and gather and document business requirements from end users and internal business customers • Managed support of E.Piphany Interaction Advisor and two support systems by facilitating the specifications, ordering, delivery, and set up of 55 servers within a $1.4 million budget