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Drive, Overland Park, KS
professional with significant experience in international, national
and regional project management. Record includes decisive leadership
with proven success in consistently increasing productivity, reducing
costs, strategic planning and problem solving. People oriented, business
analyst with expertise in project delivery, customer service and crossfunctional
New Services/Business Process
Development Conduct Needs Assessment and Workflow Analysis
Effective Communicator Oral
and Written Process development
and Project Lifecycle Management
Facilitate Steering Meetings
Interdepartmental and customer collaboration
Verizon Business, Overland
A Project Management position
supporting Johnson & Johnson, a multinational customer, requiring
management of multiple reports associated with contractual obligations
and managed services. Manage global quote process for Sales measuring
CPE quote activity compared to standard quoting intervals.
During initial startup,
research and identify stakeholders key to meeting objectives.
meetings with various departments and Johnson & Johnson to discuss
reporting deliverables and process adherence to schedules and timelines.
Interface with crossfunctional
work teams to ensure ontime delivery of the highest quality
improvement for Global CPE Executive Reporting. Quotes were not
all being captured; pending list was inaccurate. Facilitated meeting;
led Global Sales team addressing tracking process, held regular weekly
meetings with sales teams to review quote activity. Initiated midweek
reports for sales requesting feedback on pending activity. Timeliness,
accuracy and quality improved significantly.
service level adherence and service level objective meetings
Led special global
quote review project. Contributions included tracking/reporting
custom quotes totaling $k in attainable revenue. Initiated,
prepared and planned daily conference calls assisting with Third Party
Vendor and interdepartmental communications while soliciting global
bids from vendors. Provided leadership enabling customer orders
to become more profitable business transactions enabling Verizon Project
Management Organization to become fully compliant.
Sales Support Specialist,
Provided Presales support
for Commercial account teams to optimize sales and revenue volume.
Manage dayto day functions required to run internal processes and
allow sales teams to focus on obtaining revenue number.
Contract and pricing
and prepared Request for Proposals
Led Base Account
Management project for two regions. Contract information was incomplete.
Trained Sales Support Specialists to research contracts and input accurate
information into database.
Improve contract renewal process
enabling sales to manage contract expiration resulting in customer retention
and revenue growth.
Led local tariff
project; consulted with business development. Trained Support on pricing
AT&T, Kansas City, MO
Project Manager assigned to
enhance and improve global and enterprise customer’s experience resulting
in improved sales. Planned and initiated projects; handled closeout
delivery process for Enterprise customers and one global customer.
Coordinated with Customer Process Manager to ensure integrated implementation
of complex orders and service delivery that span multiple projects.
Partnered with AT&T internal implementation teams and third party
vendor implementation teams to ensure ontime service delivery.
onsite progress review meetings with customer and project teams to
improve performance. Developed customer service plans covering
strategic AT&T business initiatives; captured and addressed previous
customer issues after consultation with the client; quantified positive
action plans from customer input to enhance and improve customer/vendor
relationship. Report progress to executive management making suggestions
for process improvement; conduct needs assessment and execute on desired
resolve ordering, billing and maintenance issues through coordination
with customer service, revenue assurance and maintenance departments.
Managed customer escalations
customer with poor service rating; customer complained of lack of communication
and slow implementation of voice and data services. Devised solution
of communicating by phone and email across multiple customer channels.
Further resolved issue by assigning a dedicated CPM resource effectively
improving service delivery implementation by one – two days for each
order. Poor service rating was improved to excellent rating resulting
in $M annual per year contract retention and substantial revenue growth
concurrent with a month term contract.
Field Service Manager,
customer accounts, renewed existing local, voice and data contracts,
generated proposals, closed sales resulting in revenue growth
Resolved a wide
range of customer issues applying diplomacy and assertiveness; managed
PreSales Account Executive/Channel
quota attainment for local/long distance revenues in assigned territory
meetings and training for Agents within assigned module to ensure revenue
objectives met. Successful in revenue growth in a difficult territory
Achieved and surpassed
MidMarkets Sales Division quota for new business and customer retention
sales plan, set goals, forecast sales
two sales territories simultaneously meeting and exceeding revenue objectives
Promoted from Network
Account Manager to Account Manager
World Class Service Award –
Customer Activism, Speed to Action, Leadership, Empowering Innovators
SVP Sales Award – Recognition
for outstanding revenue attainment
Network Account Consultant
of the Year
Bachelor of Science, Education,
University of Kansas, Lawrence, KS – Dean’s Honor List
ITIL v Foundations Certification
Project Management PMP Certification
– Anticipated Completion
Completed Smart Force Project