Faye Powers, Pmp Email & Phone Number

St. Louis, Missouri, Us

Senior Project Manager – Contracted to AT&T Services, Inc., Information Technology• Senior Project Manager for AT&T Sales and Marketing Organizations. Provided lead project management for software development life cycle projects for end to end sales ordering and provisioning applications. Successfully implemented complex projects within desired client scope and schedule. Met and exceeded project budget goals monthly and at project end. Met and exceeded project audit scores.• Senior Project Manager for AT&T Wireless and Wireline Architecture supporting Marketing and Sales. Provided lead project management for software development life cycle projects for wireless retail sales, wire-line U-Verse Cable, leading edge technology, and security applications projects. Sucessfully implemented numerous complex and rapid deployment projects within client scope and schedule and consistently met project budget goals.• Utilized project management tools – Microsoft Project, AT&T’s Information Technology Unified Process (ITUP), PRISM, RequisitePro, One AT&T Change Request tool, AGILE Methodology, RallyDev tool, Sharepoint to direct, manage, and control projects from the analysis phase to deployment and project close-out. Utilized Waterfall SDLC methodology, Agile, and Agile blended SDLC methodology. • Projects included new software development, changes in software development, and creation of new interfaces. Projects affected multiple applications (including ordering and billing legacy applications), multiple stakeholders throughout AT&T, and external partners.

Dallas, Tx, Us

Senior Business Manager for AT&T Information Technology group - Provided project management support and client liaison activities for AT&T’s Enterprise Sales Organization. Consulted with business unit on providing portfolio management for software applications, strategic planning, presenting available and alternative solutions, and identifying optimal solution. Managed client, IT, and vendor interface relationships during all phases of software and systems projects from concept to implementation and provided post implementation support to meet project goals and achieve maximum client satisfaction. •Sr. Project Manager for multi-million dollar Enterprise FCC CPNI Mandatory upgrades for SE applications and legacy systems. FCC deadline required this project be completed in eight months. Normal Project successfully implemented with rapid deployment techniques to gain FCC compliance and consistently remained in green status through project close-out in June 2008. Defined and managed business and technical requirements for government web portal and single sign-on. Utilized ITUP/Prism and Sharepoint to store documents and track project costs. •Sr. Project Manager for Pricing Score Cards initiative for Marketing and Finance. Engaged technical architect and Database Warehouse personnel to develop and provide short term partial technical solution to one of client’s major processes for research and data analysis of products until 2009 project solution could be developed. •Provided project management support to merger teams during merger of BellSouth and AT&T. Acquired knowledge of overall IT technical architecture for present mode of operation and future mode of operation for the new AT&T. Acquired extensive knowledge of wire line and wireless applications, systems, and IT Roadmaps

Us

Senior Project lead from beginning of life cycle to production for procurement and implementation of Oracle based Access Cost Billing Management system – BillTrak Pro and adjunct interface to PeopleSoft, for processing and auditing of ACM bills for voice, network costs, and long distance telecommunications products. Managed people, processes, system, data integrity, and adjunct interfaces.•Used PMI methodologies and Microsoft Project to successfully plan, direct, and implement Access Cost Management application and adjunct interfaces. Project implemented within planned schedule and budget.•Prepared Request for Proposals (RFPs) and Statements of Need (SONs) and consulted with Finance to choose optimal solution and select vendor/application for access cost billing management system.•Managed SDLC processes for systems interface from concept to implementation.•Managed carrier relations, implemented EDI interfaces with carriers, and maintained EDI data integrity and required billing detail to achieve maximum audit results. •Managed vendor contracts and relationships and ensured contract compliance.•Analyzed, audited, and managed the processing, payment, and account reconciliation of 1750 carrier billing invoices with a monthly total spend rate of $15 million per month. Increased processing from 75% of invoices paid on time to 98% that resulted in significant savings on late payments and reduction in time spent on monthly account reconciliation. •Worked with audit team to develop invoice auditing processes that resulted in reduction of access cost billing by $2 million per month. Created custom audits in BillTrak Pro system. One such audit resulted in $10 million dispute resolution for the company. Results from audits allowed team to make recommendations to sales on ordering future voice and data circuits to enhance revenue assurance.

Customer care senior manager and project lead for planning, procurement, and implementation of Oracle based Clarify Customer Relationship Management System and EIC Automated Call Distribution/Interactive Voice Response/Computer Telephony Integration systems and Witness system for start up Telecommunication Company.•Managed successful development from the ground up of work flow processes and business requirements for provisioning, sales, customer service, network operations, and billing.•Defined and managed business requirements and technical requirements to plan, select, and implement Clarify Customer Relationship Management system, Clarify Ticketing System, ACD/IVR/CTI, and Witness applications, and Granite inventory application. Lead multidisciplinary project teams to deliver systems within project scope. Developed and maintained project schedule in Microsoft Project. Managed SDLC processes for application interfaces from concept to implementation.•Negotiated vendor contracts and SLAs on CRM, ACD/IVR/CTI. Managed vendor relations and ensured contract compliance. Designed and implemented technical call center ticket resolution processes and escalation procedures.•Directed UAT testing, performed knowledge transfer and user training that provided smooth implementation. •Developed customer satisfaction measurement plans that were utilized by all customer care organizations for both voice and data products.•Received awards for successful documentation of process flows from customer lead to bill and for successful project implementation of Customer Relationship Management System.

Houston, Texas, Us

Organized, developed, and directed a high profile team of customer liaison project managers and business analysts responsible for outsourced technical call center operational activities across all BellSouth business units that encompassed nine states and ensured contract compliance for a multi-million dollar outsource contract with BellSouth.•Selected vendors, negotiated contracts, and procured and implemented customer satisfaction measurement tools utilized by two 90 seat call centers.•Trained customer liaison project managers and business analysts for customer call center support rolls in order to provide excellence in support integration of IT voice and data products and services.•Selected vendor, negotiated contracts, procured, and implemented Remedy ticketing system and re-engineered call centers infrastructure, support teams, call flows, and ticket resolution processes which resulted in significant increases in customer satisfaction and major improvements in call center metrics. •Directed crisis management teams on major outages, performed root cause analysis, and made recommendations to centers, partners, and customers for preventive measures. Developed and managed escalations procedures. Personally handled escalations at the executive level.•Established and managed vendor relationships and ensured contract compliance for internal systems and applications and customer hardware maintenance.•Project Team Lead representing EDS IT Operations to implement Local Number Portability (LNP) for BellSouth. Afforded the opportunity to train and gain knowledge of LNP processes and Numbering Plan Administration.•Performed customer research and analysis and benchmarking studies in order to select the best in customer service measurement tools and vendors. •Project team lead for call centers to become ISO 9002 certified. Converted centers from paper to electronic environment.

Managed Technical support implementation for all new and upgraded applications, systems, servers, and desk top environments for internal business units within BellSouth in a 24x7x365 environment. Staff support project manager for Residential, Small, and Complex business units. •Developed and implemented escalation plans, employee performance plans, workflow process improvements, scheduling system, and training curriculums that resulted in a 25% improvement in call center metrics.•Developed contact center project management roles to gather business requirements and implement integration and support of new IT systems and applications for both voice and data products and services that significantly improved support performance and customer satisfaction.•Coordinated support training and monitored training results to ensure smooth support implementation for new and upgraded systems and applications. Designed call center ticket resolution processes and established escalation procedures•Served as member of project team to outsource IT technical operations. Prepared RFIs and RFPs. Analyzed vendor responses and provided input to narrow vendor selection. •Developed and negotiated service level agreements and assisted operations with compliance.•Received awards for improvements in processes, customer satisfaction, and support center metrics.