Amber Elrom Email & Phone Number

Remote

Manage resourcing, scope, schedule, quality, risk, and budget for an average of 6 projects simultaneously. -Successfully completed 47 telecom network consolidations, upgrades, and conversion projects worth $58 million in revenue. -Led multiple internal IT projects implementing new workflows, processes, and system enhancements, thus improving customer experience and employee satisfaction. -Managed 175 site SD-WAN and security implementation project. Used Lessons Learned to improve… Show more Manage resourcing, scope, schedule, quality, risk, and budget for an average of 6 projects simultaneously. -Successfully completed 47 telecom network consolidations, upgrades, and conversion projects worth $58 million in revenue. -Led multiple internal IT projects implementing new workflows, processes, and system enhancements, thus improving customer experience and employee satisfaction. -Managed 175 site SD-WAN and security implementation project. Used Lessons Learned to improve process gaps company wide. -Formalized PMO Enterprise Content Management processes and developed the Windstream Project Management Methodology. Show less

Palm Harbor, Florida, United States

Directed staff of 55 Customer Care Supervisors and Representative-Developed new efficiencies allowing team to perform at a higher service level, with 30% less headcount.-Established a quality assurance program reducing call durations and increasing customer satisfaction.

Palm Harbor, Florida, United States

Responsible for the professional development of customer care staff. Presented and created training materials. -Developed a training program for onboarding new hires and presented company specific soft-skill classes.-Increased annual revenue by $3M by implementing a Web Services and T1 Circuit billing audit project.