Contact Center and Service Operations Technology Product and Planning Delivery Manager leads large scale, complex, cross functional programs across multiple organizations.

Manage and coordinate large scale Audio/Visual projects in Churches, Corporate Conference & Boardrooms, Schools, as well as all MSP Airport Paging and Assisted Listening projects. Responsible for project communication and project resource, coordination, scheduling with the customer, other applicable trades (Electrical & General Contractors), consultants, engineers and EDC employees. The Project Manager is responsible for the approval and acquisition of project materials insuring timely delivery of equipment and appropriate documentation and approval of system configurations.

Oversaw Program Management of highly confidential / sensitive programs, including transition of Development, QA, and Operations roles to 3rd-party supplier. Created tools and dashboards to monitor and ensure expected progress. Foresaw progress and issues as well as escalations and reported to Executive Sponsors on a regular basis • Directed Program & Portfolio / Financial Management, addressing Platform Online and Collaboration services, infrastructure, publishing, and online tech services, as well as security solutions, spanning multiple business units, with annual budget of $30M.• Provided program leadership for Oracle Exadata warehouse and Data Mart solution for high-profile enhanced due-diligence online application (used by law enforcement agencies nationwide), providing scalability and performance to meet business requirements. • Empowered and led teams of Project Managers, developing talent and creating high performing, cohesive teams.

Led IP Telephony CAD (Cisco Agent Desktop) deployment for multiple business units at 19 different locations, implementing Cisco UCCE (Unified Contact Center Enterprise), and CVR / IVR (Interactive Voice Response) solution for over 2100 contact center agents.•Provided leadership in motivating, aligning, influencing, and directing 11 cross-functional team’s efforts toward project and functional unit deliverables, including multiple vendors.•Managed multiple vendor partners, meeting statement of work commitments, including UCCE / ICM integration partner, IVR / CVP vendor, Nuance Vendor, and contract labor partners (QA Testing, Trainers, and Project Managers).•Negotiated SOW / contracts, coordinated procurement, validated billing for approval and challenged / disputed discrepancies when necessary. •Oversaw detailed project plans / schedule, scope, budget, issues / risks, communication plan, and quality factors, including Integration Testing (hands on), on site UAT testing support of all solutions, and training responsibilities for Business unit Contact Center Agents.

Directed service delivery team to implement fiber-based, carrier-grade networking, communications, and technology solutions, achieving gross lines installed 114.5% to budget. •Reached customer churns of less than 1.4% of line base and Customer Survey ratings of 3.8 (out of possible 4.0) by implementing communications and technology solutions to customers on time, on budget, with minimal down time. •Served as Executive Sponsor / Program Lead of provisioning systems, records, and process integration for recent acquisitions (most recent ATI), generating over $60M of additional revenue in current year. •Initiated / Led Project to reorganize and streamline provisioning and implementation processes for all network services, realizing 22% resource efficiency gain. •Developed, implemented, and directed project for billing system conversion of 37K resale lines to new billing platform (UNE-P), reaching $6M savings annualized. •Integrated Customer Support with sales teams, improving overall product customer contract signature to service installation intervals by 10% year-over-year.

Oversaw Service Delivery teams, implementing network services for business customers, exceeding lines / network services installed objectives, and achieved above target $3M / month in revenue.•Explained implementation and service delivery practices and escalation processes, supporting Sales partner for large customers.•Maintained CLEC engineering and operational functions for dedicated local service and 911 emergency requirements platform (UNE-P), realizing 2001 cost savings of $8.2M. •Managed backlog order project, resulting in 72% reduction of backlog in 3 months. •Planned, project managed, and launched 43-city, local and long distance service campaign, and expanded several existing markets, assisting in negotiations of interconnection agreements with major Telecoms.•Developed, implemented, and directed project for billing system conversion of 180K resale business lines to new billing platform (UNE-P: Unbundled Network Element – Platform).

•Planned, Project Managed and launched a 43 city, local and long distance service campaign and expanded several existing markets.•Assisted with negotiations of interconnection agreements with Verizon, SBC and Qwest.•Executed all project management activities associated with implementation and support of competitive local exchange company products.Customer Information Systems Administrator & Business Analyst •Document, analyze and test business requirements.•Perform quality assurance and acceptance testing of all systems changes and modifications.•Act as interface between systems analyst and the business to clearly define business requirements for systems enhancements/releases.•Responsibility for systems control records and order/plant system conversion for 34 acquired regional telephone operating companies.