Customer Relationship Manager for Verizon Wireless, ROKIT and GCI. Manage the end to end marketing, strategic distribution and product placement of physical and digital prepaid wireless cards in vertical retail channels such as national retail, mass merchant, pharmacy, specialty retail, and convenience.• Partner with cross-functional teams including Sales, IT, Marketing and Operations to develop and execute the strategic vision for new partner brands, products and services• Manage the new product go to market strategy while facilitating customer and vendor relationships and administering contract terms and conditions• Ensure the effective communication of product launches to the marketplace by partnering with vertical Sales and Marketing teams.• Internal communications specialist for the Incomm wireless team. Compose and distribute formal written communications to sales teams, partners and internal stakeholders• Redesign, socialize and maintain the wireless intranet page, consistently publishing content and raising awareness of the prepaid wireless program• Manage the product design, refresh and refill process to ensure inventory availability across all merchants and markets• Execute inventory planning, replenishment and obsolescence across all partners, merchants and retail channels • Collaborate with Sales to assess and prioritize co-branding opportunities. • Provide insight on competitor activity and market trends through the execution of targeted market research programs and industry outreach• Interface with industry thought leaders and strategic partners at annual Partner Alliance conference. Host and facilitate partner Strategic Business Reviews

Manage submission and tracking of Carrier Addition project deliverables through the proprietary IWOS (Inter Working Order System) and the project tracking tool.•As Project liaison, interface with primary stakeholders (RF Engineering, Transport, E911) to complete all requirements for successful carrier add implementations.•Using advanced Excel tools, manage project milestones deliverables and analysis.•Update project trackers with newly added ready for integration sites and carrier re-home schedule changes.•Request and monitor status of RNC, MSC & TCS (E-911) analysis and audits.•Request and monitor status of T1 to Ethernet migrations for the Construction and Engineering organization•Troubleshoot and resolve implementation roadblocks, referring problem resolution to the appropriate Subject Matter Experts as needed.•Document processes and procedures for the Project Administrator role.

Managed all internal communications including employee events, community outreach, operations training documentation, processes and procedures. Designed and deployed digital messaging and graphics content using the AxisTV digital signage system.•Compiled monthly statistical data measuring internal sales, training and technical support performance results.•Assisted in Human Resource policy development and communications.•Managed Accounts Payable and Receivable processing via Peachtree Accounting.•Managed the relationship with telecommunications, facility and material vendors.•Processed credit applications, sales orders and the return merchandise authorization process

Managed all internal and external handbook and newsletter communications to ensure alignment with the Open Development customer satisfaction strategy and comply with all contractual, FCC, industry and company guidelines.•Authored Verizon Wireless executive communications on behalf of the senior leadership team: created presentations, talking points and letters. Managed, developed and executed special communication programs, such as community outreach and college fundraising.•Reduced company’s litigation exposure by working with VZW Legal team to write original copy and/or edit legal notices for distribution to Resellers.•Managed intranet and Internet content using a proprietary CMS Content Management tool and ensured it was perceived by users to be informative and dynamic. Main point of contact and expert user of the CMS tool for Web content creation, content management, form creation, and email distribution.•Solely rebuilt and redesigned the intranet Web content for the Open Development team. Developed content and graphics and regularly refreshed the department webpage.•Authored marketing and content briefs in conjunction with a national advertising agency, for the www.verizonwireless.com website.•Automated employee training registration processes by designing and deploying customized online tools. Authored employee and customer training, product & service manuals.•Negotiated significant discounts with external vendors, reducing project costs by 10-15%.

Managed the end-to-end customer relationship and provided the leadership required to launch, maintain and develop six Telematics, and five data and voice reseller accounts..•Managed customer escalation resolution teams and provided account support to the Sr. Account Manager, Sales Operations.•Responsible for testing all IT system upgrades and changes related to the customer’s unique requirements.•Facilitated the change control process with the Verizon Wireless IT Firewall Team on the customer’s behalf. Scheduled the documentation review and requirements meetings required for implementation.•Managed the new product go to market strategy for assigned accounts including coordinating product development/customization meetings, interfacing with billing stakeholders, crafting project communications, testing, validating and implementing network elements and conducting post launch evaluations.•Led monthly customer core team meetings. Consistently achieved high customer satisfaction scores.•Achieved 100% A/R compliance by reviewing contracts for compliance, upcoming renewals, amendments, letters of credit and promotional budgets.•Reviewed reseller churn to identify and craft retention strategies for at-risk accounts.•Reviewed new product offerings to maintain a competitive advantage and negotiating position.•Crafted Account Communications including cease and desist, termination and contract compliance notifications

Coordinated all project controls activities associated with the Gunnison, Red Hawk and Constitution Deepwater Exploration projects (combined project budget in excess of $500 million).•Corporate Communications liaison and special event coordinator for the Facilities Engineering Organization. Recognized by Kerr-McGee corporate communications for performance excellence.•Successfully planned and executed the Red Hawk oil platform media launch in partnership with Kerr-McGee headquarters Media Relations.•Crafted all project announcements and executive presentations.•Evaluated staff development programs and secured legal approval of all associated contracts.•Worked with partner companies to gather construction updates, action items/resolutions and assessment updates.

Implemented multiple call center projects in the Customer Care Operations & Network Project Management Organizations.•Successfully planned and executed network switch relocation and facility expansion projects for the Houston market.•Conducted vendor selection, ensured contract compliance and approved all vendor activity, invoices and change orders.•Authored project communication plans and developed method and procedure documents for software and equipment rollouts.•Managed functional team members, directly supervised Project Analyst and chaired project status meetings for Houston, Dallas and Atlanta co-located teams.•Developed and maintained action item, issues and risk database and escalated all open action items to drive all critical path issues to closure.