Currently as a Technical Project Manager, I manage projects end to end for 3 developer teams and 1 external contractor with a focus on communication and transparency. Some of the work I've done includes:• Built project dashboard to provide transparency and insight on all ongoing projects• Wire-framed in Balsamiq to demonstrate an UI for improved customer experience • Managed a project to decommission outdated server resulting in 20% reduce outages and clear blockers for new… Show more Currently as a Technical Project Manager, I manage projects end to end for 3 developer teams and 1 external contractor with a focus on communication and transparency. Some of the work I've done includes:• Built project dashboard to provide transparency and insight on all ongoing projects• Wire-framed in Balsamiq to demonstrate an UI for improved customer experience • Managed a project to decommission outdated server resulting in 20% reduce outages and clear blockers for new infrastructure • Successfully delivered a project that increased service capacity by 4.5x by breaking down work with software engineering team and challenging scope creep during project execution• Prepared project risk documentation, voiding $60K of contract penalties• Launched a service API that originally had no deadline within 3 months by clarifying project requirements with Product, limiting project scope and communicating project progress to stakheholders. The API allowed customers to submit order programmatically, reducing input time by 50% and increasing input accuracy • Quickly launched a fee to mitigate financial risk in excess of $500K• Collaborated with senior product management, executives and stakeholders to build short term and long term roadmaps• Wrote JIRA User Stories and Epics to build bi-weekly Sprints with software engineers Show less

As a Customer Success Program Manager, I was responsible for developing and leading internal programs to improve efficiency and lower cost through automation and improved processes. This included:Mapping customer journey and lifecycle to pinpoint customer pain points and increase the customer baseBuilding a financial model for projects used to ensure 25% or greater positive sales margins and to inform resource commitsDeveloping a Net Promoter Score (NPS) program, evaluated feedback… Show more As a Customer Success Program Manager, I was responsible for developing and leading internal programs to improve efficiency and lower cost through automation and improved processes. This included:Mapping customer journey and lifecycle to pinpoint customer pain points and increase the customer baseBuilding a financial model for projects used to ensure 25% or greater positive sales margins and to inform resource commitsDeveloping a Net Promoter Score (NPS) program, evaluated feedback and led programs that resulted in all-time NPS score of 60 Instituting a customer rewards program for CSAT responses, increasing customer responsiveness by 10%Scoping and driving a customer self-service program to increase scalability by 30% ticket reduction and increase customer time to value by 80%Building a data-driven business case for customer base segmentation incorporating research on current customer revenue and support demand, drivers and end goals; determined that customer segmentation could reduce support costs by 40% and target marketing & sales efforts to the top 11% of the customer baseDocumenting and refining cross-departmental crisis management procedures, leading to increased communication across the company and 25% faster crisis resolution Implementing fraud prevention processes, thus minimizing losses from fraud and providing higher levels of security for customer accountsImplementing Agile processes and Lean techniques for the Customer Success department Show less

In this role, I managed phone number portability projects for customers. This position included many different hats, including:Training a team of new hires to successfully operate without oversight Increasing team efficiency by creating intuitive, shared workspaces to manage workload Increasing customer satisfaction by reducing completion time of customer portability projects from an average of 18 days to 13 daysDeveloping direct interface processes with carriers which minimized… Show more In this role, I managed phone number portability projects for customers. This position included many different hats, including:Training a team of new hires to successfully operate without oversight Increasing team efficiency by creating intuitive, shared workspaces to manage workload Increasing customer satisfaction by reducing completion time of customer portability projects from an average of 18 days to 13 daysDeveloping direct interface processes with carriers which minimized costs and maximized revenue by reducing or eliminating reliance on third party processors Show less

In this position, I provided technical support for new and existing customers in a VoIP telecommunications carrier. Specifically, I provided account management, hardware configuration and technical troubleshooting support to customers by phone and trouble ticket using Zendesk and Salesforce Desk. I also documented and defined support protocol and knowledge in a company wiki then migrated department documentation to Atlassian’s Confluence

Supported business operations for a project to build the world’s most advanced optical telescope • Assisted contracts management by tracking balances, termination dates, supplier specific clauses and relevant state regulations• Supported procurements by developing and maintaining information tracking tables in Microsoft Excel and Access

Project Administrator for a Communications Integrator• Tracked projects utilizing Corel Paradox to ensure timely project completion • Use Microsoft Excel to create accounting, invoicing, and payroll forms

- Maintain records using Microsoft Excel- Administrative tasks including accounting, copying and answering phones