Deidra Mack Email & Phone Number

Little Rock, Arkansas, United States

Little Rock, Ar

Little Rock, Arkansas Area

Responsible for operational, project and relationship management of the LTE (Long Term Evolution) in Rural America program delivering service to over 2.4 million customers. Requested by Verizon leadership to bring new technology to Verizon providing program management leadership by identifying gaps, defining/implementing 5G and establishing a nationwide command center for commercial launch  Manage large scale, cross-functional projects involving new technology encompassing multiple vendors and external business partners with revenues in excess of over $40M Ensure the highest level of customer satisfaction including a 98% rating for account management performance Responsible for scoping, developing and implementing the LTE in Rural America program deployment processes  Manage operational support (network, IT, device, billing) and individual carrier projects for up to 5 rural carriers as the primary point of contact Oversee regulatory approval and cell site implementation of partner networks, ensuring performance standards are achieved Responsible for designing/implementing device management processes and platforms to 21 partners and their vendors that enable software pushes to over 1M devices

Little Rock, Arkansas Area

Managed Verizon customer integration and transition of services for acquired and divested properties.  Managed various sized project teams (35-50 resources) in support of a production environment and transition of services to buyer(s) Provided regular project status reports to clients and executive management  Planned and executed system separation and customer migrations for Care / Finance Support functions  Served as the primary point of contact for Care / Finance Support functions supporting requests and escalations between the Trust / Buyer Support Organization Developed and executed the Care / Finance Support Transition Services Agreement, cost model and staffing plans Worked to ensure the Transition Services Agreement deliverables and timelines were met Managed the shutdown plan of former Alltel Care / Finance Support operations

Little Rock, Arkansas Area

Produced process flows serving as a blueprint for Corporate Marketing launches of new products and services. Managed process improvement projects to streamline workflow for the various business units Applied statistical analysis, developed strategic plans and executed tactical solutions to align with Corporate initiatives

Little Rock, Arkansas Area

Directly recruited, managed, trained, and motivated over 100 employees in a call center offline environment. Provided leadership to deliver exceptional customer service.  Successfully managed resources to free up budget expenses for automation investments Designed and implemented department process improvements including web based tracking tools for customer offline representatives to assist in driving efficiencies and meeting service level agreements Developed employees for future job opportunities by implementing various training programs  Developed, managed, analyzed and reported call center survey results to support First Call Resolution  Developed and established campaigns to support First Call Resolution  Delivered 90% resolution rating for sales and customer service organizations

Master'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General

Activities and Societies:  Vice President of Phi Mu Sorority  Future Business Leaders of America  Sigma Tau Gamma White Rose  Captain.