Dena Estes Email & Phone Number

Talented Senior Member of Technical Staff with 12+ years’ experience managing multi-complex projects from requirements to implementation in both Waterfall and Agile. Highly effective at coordinating and executing projects that focus on security and safeguarding both internal and customer data and improving the overall customer experience.

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  Senior Member Of Technical Staff

  Verizon

  Feb 2006 - Apr 2019 - Irving, Texas

  Managed and led a highly visibility corporate audit project to implement a digital solution that provided consumer sales lead management. The success of this project initiated the use of this same functionality with enhancements for business and 5G sales leads.Managed the complete redesign of the customer authentication functionality on employee ordering, repair and billing systems. Instrumental in saving 38M by collaborating with development to provide an in-house solution for multi-factor authentication.Lead the implementation of offering voice biometrics as a method of authentication in the customer facing voice portals and technician dispatching portal to improve customer and technician authentication. The use of voice biometrics enabled an authentication success rate 12% greater than previous methods.Owned all change of account ownership projects across company footprint. Responsible for reducing dispatch costs, downtime and improving overall customer satisfaction for all requests to change ownership of an account. Annual yearly benefit in excess of $6M.