Responsible for managing large digital transformations and complex programs which include services, IT, operations, financial, supply chain organizations while leveraging industry, operations, and resource management experience. Hire, mentor, and develop resources to ensure quality delivery while developing standards of practice and delivery

• Manage several large projects for the Standardization Team, coordinating technical, organizational, and analytical resources to complete projects on time and as required• Estimate work to be performed, by multiple Spectrum teams to ensuring common and best practices were implemented and adhered to by current staff• Consult with credit services and billing teams to reduce delinquency and develop practices to reduce collection lifecycles• Create and report on weekly and monthly status reports highlighting project accomplishment, issues, and risks• Mitigate project issues such as resource constraint, priorities, and incomplete scope, while maintaining the original delivery date

• Responsible for Statements of Work, scope changes, and change control process with C-Level, Senior Executives, and customer organizations, while overseeing budgets and aggressive timelines• Generated responses for RFPs and RFIs for the Beesion Solutions Suite (Inventory Management, ERP, CRM, CPM, and Loyalty Rewards) to satisfy customer’s operational challenges while reducing costs• Managed planning, design, and implementation of $6M Reverse Logistic solution, including building of core platform and future deployment to regions around the world

• Positioned company to partner with customers in the Omni channel self-care world, and developed trust of C-Level executives by delivering achievable objectives, such as reducing call volume and increasing adoption of the self-care channels• Ran a Global PMO, achieving accountability of all cross-functional teams while utilizing Agile to deliver a mobile self-care solution to our customers• Designed and standardized key project documents such as Statements of Work, Project Charters, Project Schedules, and Business Requirements to align with company’s product approach and culture • Improved time to market on enabled features and managed schedule and capacity planning to ensure project objectives were

• Evaluated MobileAware PMO practices and identified areas of improvement for the company to deliver on time and exceed customer expectations• Developed processes to improve project scope definition and deliverables for project milestones• Utilized technical, organizational, and analytical skills to complete various large projects on time and as required• Implemented the Multi Switch project for Frontier Communications to reduce porting cost by over 50%, utilizing automated criteria that optimized the selection of the best and closest voice switch

• Reported monthly KPIs to senior leadership, identifying revenue leakage and missed revenue opportunities, as well as operational capabilities and limitations• Created procedures and policies to make billing systems SOX and PCI compliant, including those managed by third party vendors• Worked with internal auditors to identify gaps and define best practices to ensure compliance• Managed the statement and billing system configuration groups, while developing new process to ensure customer statements were delivered accurately• Supported release of APIs, working with internal application development team to identify needs and gaps to minimize screen scrapping and enable architecture• Collaborated with Integrated Operations, Marketing, Call Centers, Accounting, Resource Management, and other internal departments to coordinate billing system changes and deployments• Managed relationships and configuration of all banking interfaces from and to the billing systems, while monitoring statistics for accuracy and fallout of each transaction following PCI compliance• Developed and maintained a consistent deployment process for software fixes and enhancements across multiple billing vendors, while reducing backlog by 75% with our BSS/OSS vendors• Provided support to commercial and residential marketing teams for new offer deployments

• Worked closely with Global Services Groups to establish priorities, deadlines, and testing cycles for each bug/enhancement the team was working to resolve• Conformed to Information Technology Life Cycle (ITLC) of Royal Caribbean guidelines to implement system enhancements; Drew upon fish bone, agile, and scrum software development methodologies• Managed a group of 15 developers, onshore and offshore• Utilized capacity modules to determine work load of each resource while maintaining the budget expenses for each of the contractors on the team• Supported company initiatives to increase revenue and accuracy of each financial transaction• Represented the team in the Change Management weekly meeting where change tickets were presented to the cross functional teams of Royal Caribbean International to establish impact analysis on the changes to the application and infrastructure• Managed the relationship with the India offshore consulting companies that provided the group with five resources

• Acted as first point of contact for client representatives, building and upholding exceptional service relationships• Operated with Program Team to sell NetCraker projects and solutions to TW Cable and partnered with Senior Management across Project Team to gather and interpret user/system requirements into design specifications and solutions• Managed resources to ensure regular and robust career development (mentoring, coaching, and training) for team members across multiple teams• Maintained accountability for results of team efforts by upholding work plans and project status to meet quality standards and deadlines

• Functioned as a mentor to Project Manager for several large projects; Utilized technical, analytical, and organizational skills to complete projects on time and as required• Developed prioritization process for enhancements, coordinating critical business upgrades of applications while working in partnership with client and subject matter experts• Improved teamwork, productivity, and communication between development and business analyst teams, via weekly assessment meetings and cooperation of testing activities• Collaborated with senior management to improve quality of code and production timetable, reducing a backlog of over 150 pending requirements• Oversaw and managed a team of 15 national and international business analysts• Administered and coordinated requirement gathering for the Enterprise Resource and Provisioning system serving the Verizon and Terremark Data Centers• Improved Software Development Life Cycle processes to reduce code to market functionality by using the AGILE methodology• Conducted International travel to Latin America (Lima, Peru)

• Charged as subject matter expert in data transformation and standardization projects• Documented, & developed best practices for cable, data, & phone services for Telecom companies • Served as primary point of contact for complex issues, particularly those requiring cross-team integration and critical system issues• Analyzed and developed expertise in integration points between multiple functional areas, assisting each team to identify/coordinate cross-team functional and technical impacts• Project Manager for system upgrades to apply break/fix requests to Convergys software while onsite at client location• Maintained client service relationships in multiple areas of the business• Acted as liaison between US developers and India based resources to ensure features were completed and delivered on time• Designed and developed repeatable and consistent conversion programs and processes to load data from other billing systems, including analyzing data, and mapping of fields• Successfully lead projects and teams by ensuring career development (mentoring, coaching, and training) for team members across multiple teams • Collaborated with UK sales team, promoting Convergys product & existing features to Virgin Media • Built business requirement & analysis documents for several features implemented by Virgin Media