Laura Ryan Email and Phone Number

• Provide optimal project coverage by working with project/account management to identify and forecast staffing needs for company business process outsourcing (internal) projects.• Significant contributor for the deployment of Global Resource Management (GRM) tool to the entire Business Process Services unit of over 1000 full time employees. • Communicate best practices for resourcing, identify potential skills shortages, and monitor contractors in relation to meeting resourcing needs and reducing labor costs• Responsible for maintaining appropriate records to ensure adequate documentation of all transactions with a focus on Central Position Management using the HRIS Workday.• Prepare statistics and reports, identify/analyze trends for resourcing forecasts• Responsible for ensuring maximum utilization of resources by ensuring all unallocated/bench resources are mapped to billable assignments• • Liaison with intra-and inter-departmental and business unit staffing meetings to ensure fulfillment of workforce across corporation

• Managed and lead a team of regulatory publishers (full time, temporary and casual) and regulatory consultants for US Global Professional Staffing department and maintains staffing pool of on call staff to support regulatory staff augmentation projects worldwide on site and remotely including USA and Canada, Asia and Europe. • Coordinated with client to ensure proper training and orientation for all new staff. Regularly reviewed training to ensure staff reaches their full potential. • Worked with HR Recruitment to ensure adequate resources for the department’s short term and long term projects.• Partnered with Sales team on Presales calls and visits with existing and new clients and validates the identification of project resource requirements prior to creation of Statement of Work.• Created detailed Statement of Work contracts for all Global Professional Staffing projects. • Ensured all projects exceed RSG criteria goals for profitability, resource utilization, and client satisfaction.• Prepared Project Profile setup for each signed contract which provides the information necessary to accurately invoice each client. • Reviewed and approves all staff timekeeping weekly and reviews and approves all staff augmentation client monthly invoices.

• Hired, managed and led a team of document specialists for US Regulatory Operations department and maintains staffing pool to support all Regulatory Operations projects worldwide including USA, Canada, Asia, Europe, and Australia. • Ensured proper training and orientation for all new staff. Regularly reviews training to ensure staff reach their full potential. • Partnered and coordinated resources with all levels to ensure projects were prioritized. Ensured adequate resources for the department’s projects.• Managed project teams to ensure project plan deliverables are completed within the project schedule and each project’s production goals and objectives are met. Validated the identification of project resource requirements.• Used the ISI’s Daily Performance Report (DPR) automated system to drive critical performance goals and devises plans that enable the project teams to achieve those objectives. Provides employees daily direction setting and problem solving.• Created detailed Statement of Work contracts for all Regulatory Operations services for projects ranging from $1500 to over two million dollars.

• Led project team to ensure the scope of the project was defined properly during the requirements phase. • Managed the creation of detailed project plans, controlled projects through milestone and status tracking and reporting, facilitated, and directed all implementation activities and processes for local voice telecommunications services for business customer projects consisting of 25 customer sites minimum and billing a minimum of $7 million per month. • Developed project summary documents and secured commitment for future project from senior leadership. • Partnered with Provisioning, Sales, and Maintenance units in the planning, negotiation, installation, testing, and maintenance of telecommunications applications. Worked directly with project stakeholders to create detailed project plan that met customer and directorate requirements of scope of work and project deliverables.• Managed cross-functional teams, developed an integrated work plan, and obtained concurrence from various internal organizations to ensure that projects began and stayed on track in terms of the Project Management Triple Constraint. • Prioritized multiple project streams while keeping all on track and delivering on time. Created and distributed daily and weekly project status reports for both external client executives and AT&T executives. Provided objective project data to AT&T executives that are used to adapt business strategy. Served as the liaison between AT&T and customers regarding all project requirements and scope.

Collated PUC required data for call local AT&T call centers throughout all 50 US states. Ensured monthly PUC submissions on call center data were adhered to and PUC requirements were documented. Provided PUC monthly data reports to AT&T senior management.