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Click here or scroll down to respond to this candidateCandidate's Name
Atlanta, GA Metro-Area Street Address -771-6179 EMAIL AVAILABLE LINKEDIN LINK AVAILABLE CLIENT SERVICE PROGRAM MANAGERAn enthusiastic, detail-oriented, forward-thinking, strong leader and dedicated professional with demonstrated and diverse experience in program and project management, team management, operations, sales support, and client services. Ensures the needs of the business, stakeholders, and clients are exceeded. Highly experienced in successful end-to-end network service delivery, activation, and management of telecommunications networks. PROFESSIONAL SKILLS Program Management Problem Resolution Customer Relations Servant Leadership Project Management Agile Mindset Process Improvement Operations Management PROFESSIONAL DEVELOPMENT and EXPERIENCEProfessional Development and Formal Education Career Break 2019 2024 After Verizons downsizing, I took a career break to enrich my professional and leadership skills to help organizations build workplaces and cultures with agile leaders and critical thinkers who can provide creative solutions to global business challenges. I graduated Summa Cum Laude from Morehouse College, where I enhanced my leadership, business operations management, data analytics, organizational, and marketing management skills.Verizon Enterprise Solutions, Alpharetta, GA 2000 2019 Senior Client Service Program Manager, March 2010 - March 2019 Orchestrated the efforts of Verizon resources to provide account governance, global sponsorship, project and service delivery, operational service management, and financial management for my assigned client base. Ensured client network service solutions were coordinated and delivered to scope on time. Oversaw client contracts' operational and financial terms and was actively engaged in client P/L and margin attainment goals. Developed & maintained the clients governance model to include executive meetings and team scorecard delivery. Confirmed internal Verizon resources were optimized to achieve client success. Drove key service indicators to levels above the organization's established goals. Project Management - Provided oversight and direction for new WAN services and upgrade projects for multiple clients. Guaranteed accurate service order submission, tracking, and service delivery focused on customer expectations and project parameters. Service Communication Communicated written and orally with the client, vendors, and internal Verizon stakeholders. Communicating weekly, monthly, quarterly, and annually as required by the client. Process Improvement - Developed and implemented a Client Dashboard deliverable adopted by the entire Verizon service organization, increasing customer communication efficiency by 25%. Customer Advocate - Maintained Customer Satisfaction Survey scores at 9.67 out of 10, increasing client loyalty and customer advocacy scores by 10%. Award Winner - VP Award for Commitment to Client Performance Excellence Manager, Service Management, June 2000 - March 2010 Supervised teams of Global Implementation Consultants, Technical Performance Consultants, and Global Service Consultants. Successfully led the teams management of all network implementation activities required to support Voice, VoIP, Private Line, Ethernet, and Dedicated Internet service requests. Efficiently provided management-level escalation support and guidance to address performance-impacting outages and network- related problems that posed a detriment to the highest levels of customer satisfaction. Effectively drove the creation of processes and procedures that enabled the service teams to successfully manage service order delivery, financial management, network performance, and client relationships. Candidate's Name EMAIL AVAILABLE Page 2ADDITIONAL RELEVANT EXPERIENCEMCI-WorldCom - Senior Equipment Project Manager, Atlanta, GA Project-managed the implementation of video conferencing equipment and network solutions. Matrix- managing internal resources, external equipment vendors, and customers to ensure a timely and efficient implementation.Sprint - Senior Program ManagerProgram-managed complex video conferencing equipment and network solutions. Technical resource for sales and customers. Established and implemented program management internal methods and procedures. Presidents Club Award winner for outstanding support and customer service. Alta Telecom - System AdministratorDeveloped, drafted, and published a comprehensive operations, maintenance, and management program for a New York, NY start-up organization. Ensuring an intercity fiber-optic telecommunications network's efficient, dependable, and safe operation.LIGHTNET - Operations SupervisorSupervised a team of facility maintenance and operations center technicians. Analyzed network performance and operated fiber-optic, DS3, and DS1 terminal equipment installation, including testing, acceptance, activation, and maintenance.Microtel, Inc. - Area ManagerSupervised a team of network operations technicians. Maintained the South Florida fiber optic network: operated fiber optic, DS3, DS1, and DS0 terminal equipment. Installed, tested, and turned up data and voice circuits with LECs, RBOCs, and other carriers.U.S. Air Force - Telecommunications Technical Controller Maintained the quality assurance of voice, data, and teletype circuits for the U.S. military telecommunications facilities in Humosa, Spain, and Homestead, FL. Air Force Achievement Medal awarded for outstanding achievement/meritorious service. EDUCATIONB.A., Business Administration - Management 2024Morehouse College Atlanta, GAHonors: summa cum laude (GPA 3.8)Associate of Science, Business AdministrationGeorgia State University - Atlanta, GATRAININGCertification ITIL v3 Foundation Project Management Training Institute 40-Hr PMP Exam Course |
