• Program managed the business unit’s implementation of the desired business process mapping tool. The program established itself as the gold standard for fellow business units to emulate. The program delivered 86 fully vetted and documented process maps.• Successfully completed 18 projects of various lengths and difficulty. Each project delivered on time with no additional budget required. This was achieved with weekly analysis of costs and deliberate focus on timecard accuracy.• Delivered the Contact Center’s business unit MVP with our new Salesforce product. Coordinated all business requirements through design and approval to meet aggressive timeline. The pilot program was delivered on time with full implementation exactly on track.

• Directly improved product reliability to the customer by reducing average story completion time by 25% in 2021. • Reduced quality defects from 5% to 2%. This directly enabled team to complete 25 sprints in 2021. The sprints covered 242 completed stories valued at 3337 points. • Increase stories completed per sprint in last half of 2020 from 13 to 15. This increase supported faster return value to the business by 10%.• Created a more predictable sprint velocity in the last 6 sprints at 160 pts per sprint. The consistent sprint predictability resulted in all 2020 priorities being delivered while improving overall quality.

• Led a Big Data project delivering $1.7M in cost savings by increasing productivity by 8% the first year of integrating multiple data streams into a cohesive output for analysis. Originated several deep dive analyses for root cause determination using SQL queries/ Excel/ Minitab. Led daily scrum meetings, sprint planning meetings, scrum retrospectives, client meetings for project specifications and IT integration for cross-sectional teams. • Shaved 35% of project costs as the Lead Program Manager for business unit integration into you Achieve software platform modules while meeting the client’s overall project expectations.o Created project scope document and business requirements. o Authored business level key performance indicators to ensure goals were met. Reported trends monthly to ensure success was never in jeopardy.o Developed / completed user acceptance test criteria and timelines meeting every project deliverable.o Standardized all the business unit’s 32 user stories, 3 epics and features using the Agile software development methodology. • Developed/ Delivered platform on-boarding presentations and training sessions on enhancements achieved. Updated user and administrator guides based on enhancements delivered.• Established/ Recorded training sessions to be utilized by T-University for remote training opportunities.• Authored the Performance Management standard for the entire Global Customer Service organization. Benchmarked several programs, coordinated representatives from diverse organizations to develop solution.

Led a $2M rewrite of two performance applications to meet company IT coding strategy. • Prioritized value-based product backlog to deliver the most desired features first.• Organized center-based user group to generate user feedback for future enhancements that occurred after re-write• Elaborated on all Epics/ Stories/ Acceptance Criteria to development team for coding.• Coordinated center-based testers to complete acceptance testing.

• Slashed the Ethernet Derived Work Time to create an average of 20% reduction month over month using a deep dive statistical analysis to render a competitive process reducing unnecessary steps• Achieved over $1.5M in savings across 2 projects for 2015 by mapping/ facilitating the new process for Premise Based Firewall orders in use today. New process redefined procedures, improved the references in use to speed the time to deliver.

• Dedicated Sr. Process/ Project Manager for Management System and Operating Controls o Developed process maps, activity list, activity details for unifying the One AT&T experience. o Coached and developed front-line management in use of tools and techniques within Project to meet requirements. o Authored key reports and summary information for supervisor/ center results. Tracked action plans made by call centers to correct noted deficiencies. Assessed risks and made appropriate adjustments to project plans to deliver results on time. Briefed key stake holders on project status and assessment results. Coordinated project across vendor, and company representatives for status, deliverables, and timelines.