Sr. Project Manager

• Jan 2020 - Present

Unified Communications Project Manager

• Nov 2017 - Jan 2020

Customer Care Manager III

• Jul 2016 - Nov 2017

Service Delivery Manager/Customer Operations Manager

• May 2014 - Jul 2016

Establish and Implement department policies, expectations, processes and objectives to ensure communication flows effectively throughout departments. Mentor, motivate,and train the implementation staff as needed on new processes and procedures. Responsible for recruiting and identifying exceptional talent for the Service Delivery and Customer Operations teams. Point of escalation for customer issues during implementation and post installation. Worked with development team to create a new workflow platform used to process customer orders as well as reporting tools to track team activity. Developed refurbished phone program to utilize excess inventory returned to company from customer evaluations. Phones are sold at a discount to prospected customers which increased sales opportunities and helped to drive new revenue. Collaborated with the marketing team to develop a Customer Satisfaction Survey to receive important feedback from customers about their experience during the implementation and sales process. Initiated clean order process to identify issues with new customer service orders that could potentially delay the installation process before orders are assigned to an Implementation Specialist. Coordinate with other department managers as needed to solve customer issues such as billing, cancellation request, customer training and equipment returns. Responsible for reporting order updates and installation activity to Senior Management. Created a returned merchandise authorization process for customer cancellations and equipment returns. Show less

Director of Service Delivery

• Sep 2013 - May 2014

Provide guidance, mentoring, coaching and training to team and customers.Implemented processes and Procedures Company wide to ensure timely and accurate delivery of products and services.Subject matter expert contributor to Information systems development team for major systems migration projects.Authored workflow processes to improve order flow throughout departments. Work with department leaders to cultivate and design better service delivery methods focused on a better customer experience during the implementation process. Show less

Service Delivery Manager

• Apr 2012 - Sep 2013

Responsible for managing service delivery of Broadband wired/wireless Internet and VoIP telecommunication services to new and existing customers.Mentor, motivate, recruit and train Service Delivery staff.Ensure that the company’s implementation schedules and guidelines are followed and enforced.Create and monitor processes to improve productivity, increase revenue, and meet installation quotas. Submit daily/weekly/monthly reports to Senior Management staff.Point of escalation for customer issues during installation and post installation. Coordinate with other department leaders to solve service related issues. Show less

Customer Service Manager

• Mar 2010 - Apr 2012

Managed staff of customer service representatives in a diverse call center and lockbox environment. Effectively crossed trained staff on how to handle incoming calls for both clients serviced which improved the flow of calls and decreased the number of dropped calls. Set up a public drive accessible by the entire staff to streamline exchanges of information between departments which eliminated paper waste. Developed training programs to educate employees on efficiency and accuracy to reduce errors and improve quality of service. Implemented new attendance policy which greatly improved attendance and tardiness of staff. Developed reporting systems that are accessible by the client to assist them in keeping track of overall daily operations of project. Show less

Financial Aid Student Assistant

• Jun 2009 - Dec 2009

While attending Texas Woman's University as a full time student I worked as an Assistant in the Financial Aid Office assisting staff as needed. Responsibilities included data entry and security of students personal information.

Full Time Student

• Aug 2007 - Dec 2009

Service Representative

• May 2008 - Jun 2009

Internship for college major. As a service representative I was front-line contact for the general publics questions about Social Security programs and benefits. Responsibilities included interviewing clients to determine benefits needs and eligibility. Managed client records within assigned alpha by general correspondence. Responded to client questions effectively while being empathetic to their needs. Internship for college major. As a service representative I was front-line contact for the general publics questions about Social Security programs and benefits. Responsibilities included interviewing clients to determine benefits needs and eligibility. Managed client records within assigned alpha by general correspondence. Responded to client questions effectively while being empathetic to their needs.

Technical Assistant

• Aug 2005 - Aug 2006

While attending North Central Texas College I was employed as The Technical Assistant in the College Bookstore. Job responsibilities included assistance to staff and students with purchases of bookstore products and materials. Responsible for pricing of merchandise, book and general merchandise returns. Managed part-time and work study employees. Left position to attend Texas Woman's University. While attending North Central Texas College I was employed as The Technical Assistant in the College Bookstore. Job responsibilities included assistance to staff and students with purchases of bookstore products and materials. Responsible for pricing of merchandise, book and general merchandise returns. Managed part-time and work study employees. Left position to attend Texas Woman's University.

Program Director

• Jan 2005 - Aug 2005

Presented sales and promotions to new Jenny Craig clients. Managed and Trained staff on products and services offered by Jenny Craig. Floated between Centers in the Fort Worth Area to conduct sales presentations and training of staff. Responsible for opening and closing of Centers as need in the market. Met and exceeded Quota on a monthly basis. Left position to attend college full-time. Presented sales and promotions to new Jenny Craig clients. Managed and Trained staff on products and services offered by Jenny Craig. Floated between Centers in the Fort Worth Area to conduct sales presentations and training of staff. Responsible for opening and closing of Centers as need in the market. Met and exceeded Quota on a monthly basis. Left position to attend college full-time.

Project Manager

• Jan 2003 - Sep 2004

Manage all telecommunications projects for the W R Berkley Corporation and its subsidiaries across the United States. Responsible for all Telecommunications contract negotiations and renewals. Coordinate and facilitate new installations of all services including Local, Long Distance, Data and new Phone Systems. Manage Carrier Account teams to ensure implementation accuracy and contract compliance. Responsible for coordination and management of Project team, including recruiting, hiring, performance appraisals of staff. Show less

Sales Manager

• Oct 2000 - Dec 2002

Managed a sales team of 10-12 Account Managers. Conduct quarterly training sessions that focus on new and existing products and services, goal setting, appointment setting, closing accounts and managing activity level. Responsible for ensuring success and motivation to each individual assigned to my team. Accomplish this by open communication and strong support. Responsible for recruiting and maintaining good and qualified Account Managers. Sales team met and exceeded monthly quotas as set out by management. Due to corporate downsizing and company bankruptcy, position eliminated, I was laid off Show less

Project Manager

• Apr 2000 - Oct 2000

Local market point of contact responsible for managing new circuit, fiber and system installations. Project Managed major fiber and cable installations needed to support new digital and optical circuits. Coordinate collocation cabinet assignments, power requirements, and installation of circuits. Due to corporate downsizing, position eliminated and I was laid off. Local market point of contact responsible for managing new circuit, fiber and system installations. Project Managed major fiber and cable installations needed to support new digital and optical circuits. Coordinate collocation cabinet assignments, power requirements, and installation of circuits. Due to corporate downsizing, position eliminated and I was laid off.

Account Relations Manager

• 1995 - 2000

Managed an account base of commercial accounts averaging monthly billing over $250,000. Responsible for prospecting new customers and growing existing customer base. Escalation point of contact for customer outages and service issues. Responsible for meeting with customers quarterly to maintain an excellent relationship and promote new products and services. Actively involved in company wide training and mentoring of newly hired Account Managers. Managed an account base of commercial accounts averaging monthly billing over $250,000. Responsible for prospecting new customers and growing existing customer base. Escalation point of contact for customer outages and service issues. Responsible for meeting with customers quarterly to maintain an excellent relationship and promote new products and services. Actively involved in company wide training and mentoring of newly hired Account Managers.