Abby Durrant Email & Phone Number

Denver, CO, US

Denver Metropolitan Area

• Overall Purpose:
• Responsible for all aspects of technical project and program management.
• Manage projects and programs that are typically high value long term strategic projects that require tight coordination and integration with multiple organizations and suppliers.
• Provide overall direction or analytical guidance to project and program teams that typically span multiple organizations and may also include outside suppliers/vendors.
• Recommend and takes action to direct… Show more Overall Purpose:
• Recommend and takes action to direct problem analysis resolution within time and resource constraints.Key Roles and Responsibilities:

Denver, Colorado, United States

Denver Metropolitan Area

Program Management - Customer Experience Operations PMO - WirelessPrograms: Boost Mobile TSA Exit from T-Mobile / Ting Mobile TSA Exit from Tucows❖ Manage assigned annex initiatives and drive projects to timely, high-quality implementations; analyze variances, and initiate corrective action as needed ❖ Partner with business area stakeholders, executive.

Greater Denver Area

• GOALS: Create/Improve Enterprise-wide Processes in SaaS Model Business ❖ Improve Data Integrity & Reporting ❖ Improve Customer & Employee Experience ❖ Achieve Time/Cost Savings Across Company Resources ❖ Liaison.
• HR System Workflows for Employee Onboarding, Position Change & Offboarding… Show more GOALS: Create/Improve Enterprise-wide Processes in SaaS Model Business ❖ Improve Data Integrity & Reporting ❖ Improve Customer &.
• HR System Workflows for Employee Onboarding, Position Change & Offboarding - Avg 93% of tasks completed before employee start date - Avg 81% of tasks complete before employee term date
• Vendor Onboarding & Renewals Management System Workflows - 400+ Vendors added to system - Automatic renewal processing & onboarding task assignments
• Salesforce Team - Queue Workflow Redesign, Metrics & Project Roadmap - 58% Reduction in workload hours from Q1 to Q4 - 60% Reduction in System Maintenance Hours - 61% Reduction in System Cleanup Hours
• Technical & Pro Serv Sales Scoping Processes - 96% Completion of new scoping records vs 30% of old records

Greater Denver Area

• GOALS:Department Focused Process Improvement Initiative Identification ❖ Prioritization of Initiatives Based on Customer Journey Priorities and Pain Points ❖ Manage Process Projects & Data Initiatives ❖ Introduce.
• Restructuring of Tech Support systems, processes, metrics, SOP & KPI’s
• Developed Professional Services team RACI
• Introduction of PSA tools to Project Management Team
• Designed… Show more GOALS:Department Focused Process Improvement Initiative Identification ❖ Prioritization of Initiatives Based on Customer Journey Priorities and Pain Points ❖ Manage Process Projects & Data.
• Designed phase-based project feedback surveys for internal resources

Greater Denver Area

• GOALS:Comprehensive Time Entry & Utilization Management ❖ Professional Services Reporting, KPI’s & ForecastingACHIEVEMENTS:
• Developed utilization incentive qualifiers, guidelines, and payout structure
• Processed weekly, monthly, and quarterly utilization reporting for individual resources and teams
• Processed final quarter utilization scores for 60+ resources
• Improved internal Utilization by 20% over 6 months / Increase of monthly billable hours by nearly… Show more GOALS:Comprehensive Time Entry & Utilization Management ❖ Professional Services Reporting, KPI’s &.
• Improved internal Utilization by 20% over 6 months / Increase of monthly billable hours by nearly 2,000DETAILS:❖ Time entry management & enforcement of all internal billable Professional Services resources ❖.

Greater Denver Area

GOALS:Support the SR VP of Global Operations and all Professional Services & Support TeamsDETAILS:❖ Provide revenue, billing, utilization, department, and account metrics using Salesforce reporting, dashboards, databases, & Excel❖ Create and compile visual presentations for company meetings & client presentations❖ Run A/V technical streaming applications /.

Greater Los Angeles Area

GOALS:Ensure Support and Success of Key AccountsDETAILS: ❖ Traveled nationally to Key Account retail & call center locations to provide in-depth product trainings, promote product features & benefits over competition, distribute marketing materials, and enforce merchandising requirements resulting in increased sell-through and improved brand awareness ❖.

Greater Los Angeles Area

❖ Provided phone / email technical support for consumer & account inquiries; on-the-spot research, technical troubleshooting, & customer service❖ Answered 30 – 50% of incoming support calls daily, reducing average hold time and improving customer satisfaction

Greater Los Angeles Area

❖ Logistics coordination, data entry, billing updates, paperwork processing for outbound sales / transfers / and container import deliveries❖ PBX / Front Desk backup - reception & secretarial support

Greater Los Angeles Area

❖ Resolved department challenges, improved merchandising processes, and maintained working order of POP and demo displays resulting in simplified floor sales❖ Achieved department sales goals through coaching positive engagement of walk-in business, generating call leads, and implementing performance expectations

Greater Los Angeles Area

❖ Floor sales – qualified customer needs, closed sales, maintained merchandising❖ Awarded "Unsung Hero Award" 2007, "Most Improved Employee Award" 2005

Technical Degree, Recording Arts Technology/Technician, 4.0

❖ "Academic Achievement Award" Recipient

Business