Selected to lead the service delivery team and to develop the standard operating procedures (SOP). Laterexpanded the role to include order management, lifecycle management and adoption. Developed SOPs formultiple services, achieved process efficiencies using closed loop feedback process to continuously improve.• Developed and implemented standard operating procedures and processes for ordering,provisioning, and on-boarding customers onto AT&T Conferencing solutions, including Webex andZoom, by working closely with Product Management, sales, support organizations and outside vendors.• Assisted with conference product development projects as the subject-matter-expert in our processesand tools, representing the voice of the customer. Resulting in improved solutions to meet our customerneeds and more efficient processes and tools.• Resolved customer and sales team escalations for challenges with service orders, provisioning,implementations, upgrades, and transitions.• Managed custom deployment projects for AT&T Signature customers like Merck, IBM and BofA.

Promoted to a senior member of the service implementation team. Managed some of the largest and mostcomplex global deployment projects of the conferencing solutions services.• Responsible for cradle to grave implementation services including development of project scope,project plan and execution of the plan with the customer.• Technical Implementation Manager of Interwise audio and web conferencing solution.• Performed impact analysis on customer network and telephony infrastructure and providedrecommendations for augmentation where needed.• Coordinated customer premise server installation, integration with existing customer owned IPtelephony systems, and worked on integration with larger Interwise managed/provided infrastructure.• Standardized the implementation and support processes. Created training materials, best practicesdocumentation, FAQs, and supported the support public website development.

Interwise was a software-based company, offered an IP based software that enables voice, web, and video conferencing.Recruited to assist with the post-sale customer relations.• Managed the post-sale relationships with National accounts such as Anheuser-Busch, Minolta, Kodak,and Pfizer.• Served as the single point of contact for the customer for all product related issues. Ensured timelyand accurate responses to the customers issues leading to high levels of customer satisfaction.• Delivered superior customer service leading to contract renewals and contract size increase

ProActivity was a provider of enterprise business process solutions automated discovery, analysis, optimization, and design.Recruited to lead the sales support team. Developed the pre-sale processes and procedures and supported salesin securing sales and growing the business.• Led sales support for the business process analysis and design services and software to Fortune 500companies, resulting in annual sales exceeding $3 million.• Led discussions and negotiations contributing to corporate client relations with major Global 500companies, such as: General Electric, General Motors, Verizon, Boeing, DuPont and UnitedTechnologies Corporation.• Participated in strategic business process and operations improvement projects for Fortune 500companies, reporting directly to the highest executive levels (CEO, CTO, COO & QM).