Cindy Spears Email & Phone Number

Reston, Va

Reston, Va

Manage external customer IVR (Interactive Voice Recognition Systems) upgrades and new products.• Responsible for directly interfaces with client for upgrades requirement, new requirements, production issues, maintenance issues and notifications.• Manage several client applications for complex projects through the full project lifecycle (SDLC). • Monitoring program schedule development in accordance with master schedule on a daily and/or weekly basis during implementation cycle. • Plan and lead cross-functional team meetings and provide support to our clients needs. Work with the team for a functional collaboration of the project, support project control, project scope, project schedule and budget. • Prepare and communicate program status relating to requirements, deliverables, issues, milestones and schedules on a regular basis to all levels of IT and Client management.• Assign work tasks to designated resources with allocated hours in Convergys Work Management System for each project or troubleshooting effort.• Responsible for collaborating with internal group for the order of equipment or telco lines.• Place test calls and participate in systems testing to verify readiness as program goes live. • Place test calls to each client application after maintenance windows. Report results to Network Operations. • Review daily call logs for client, to ensure call volume is operating at a normal rate.• Investigate any abnormal call volumes on customer IVR. Work with technicians or Network Operations Group on any network matter as to the root cause.• Responsible for resolving any outstanding IVR issues with the client. • Develop and monitor approved vs. actual budget for project financials.• Check accuracy of cross-charge or direct charge to client. Provide approval of invoice to client for finance.• Negotiate credits with client, with the assistance of management if necessary.• Involved in formal client review sessions/presentations.

• Provide updates in Primavision’s Fat Client, status reports, updated milestones, created customized reports using the Primavision reporting tool.• Responsible for managing projects on the plan of record by assembling a project team, assigning individual responsibilities, identifying appropriate resources needed and developing a schedule to ensure timely completion of project. Manage the team to the schedule, conducted project meetings, pulled project reports, project tracking of issues and actions. Responsible for issue resolution or escalation in a timely manner. Addressed roadblocks for the project and/or team critical path.• Adhere to SDLC process standards and reviews project deliverables.• Interface with all stakeholders on the project; provide current status, risks, dependencies, and timelines.• Provide support for urgent production issues with the Royalty and Bounty Systems. Created a process to support these urgent production issues and a rotation of engineers to address the issues. • Responsible for managing a variety of the Data Warehouse maintenance projects. Assigning resources, checking actual hours spent to the budgeted amount of hours.• Approval of timesheets to any assigned project.

Manage multiple projects that have potential to generate 10 million dollars in revenue. Coordinate cross-functional resources within/across initiatives for on-time fulfillment of project objectives and maintaining the project budgets. Manage and facilitate the project team to follow the Software Development Life Cycle process while driving team members to the deadlines in anticipation of customer needs, requirements and resolving conflict demands of internal customers.

Managed projects ranging up to 65+ million dollars that developed Dedicated IP and Managed Network Service data products, features, enhancements and back office systems. Identified ordering tools, supporting core systems, supporting operational centers, methods and procedures, training, trouble management and billing needs to support a product and services.