Lead Integration Management Office (IMO) to formulate and execute upon business strategies/synergies for acquisition and divestiture activities at Verizon.

Lead team of project managers working the deployment of the 5G Technology at Verizon Wireless.

My team is responsible for overseeing the integration and transition of the former Alltel networks and handsets over to the Verizon network.

Currently serve as team leader for Business Support Organization Interactive Marketing group which supports three separate customer online groups. Functions also include devising and implementing online promotions, maintenance and enhancement of alltel.com, eCommerce, and web self service.

Chartered a dedicated web channel business team at Alltel that formulated and implemented eCommerce strategies to drive online sales growth and further enable customer self service via the Web. Key Achievements: Alltel.com Online Sales – Partnered with industry leading vendors in the area of improving online traffic to alltel.com and enhanced online purchase experience of wireless phones. Return on investment was quickly realized with close ratios improving by 35% over previous online shopping experience. Online phone sales improved as a percentage of gross postpaid sales from 2% to 4%.  Web Self Service – Commissioned user focused study and integrated Web Trends analytics reporting to determine primary user issues on site. Used results to simplify registration and navigation of self service site. Improved successful “MyAccount” registration by 41% and reduced percent of “MyAccount” users who called customer service by 85%.

Led the Alltel initiative to deploy the Siebel CRM systems into the retail, customer service, business, and web self service channels at Alltel. Alltel had made a large investment in this technology and had struggled in the deployment of Siebel using consultant led project teams; restructured program organization to meet business expectations of cost and delivery.Organizational Responsibilities/Achievements: Created program organizational model with business analyst, data and technical architecture, development, and application support teams. Created and maintained operational and capital budget ($9M+ annual) for IT Siebel program. Leveraged on and off shore development models to reduce technical development costs by 20%. Fostered an organization with a structured mentoring and supervision. All key members of management team were involved in an Executive mentoring program. Delivered eight major business operational functions to Alltel utilizing Siebel technology.Project Key Achievements: CTI (Computer Telephony Integration) – Siebel CTI integrated the delivery of customer information to the customer service rep (CSR) desktop simultaneous to the call being delivered to the CSR handset via the Interactive Voice Response (IVR). Initiative improved call handle time by 15-20 seconds per call which equated to $2M+ annual savings for Alltel.  B2C –The advent of the “MyAccount” website has provided Alltel and its customers with a self service platform on the web. The platform has increased self care for many functions while significantly reducing calls into Customer Care. Over 50% of customer base is currently registered with continuing growth each month.  B2B – The introduction of the business customer version of “My Account” allowed customers to report and analyze billing within the business customer hierarchy, rather than being restrained to the Alltel billing system hierarchy.

Business unit leader for Alltel IT team supporting the Customer Service, Wireline, Engineering, and Corporate Systems business channels. Directed team of 100+ employees in roles of business analysis, development programmers, software architects, and business consultants.

Responsible for leading the HRIS technical, business analyst, and application support teams which maintained and enhanced all Alltel HR systems. Also, integrated several separate corporate support teams and applications into the HRIS team to cut expenses and improve operational processes. Key achievements: Developed and deployed a custom Manager Interactive Menu (MiM) HR toolset solution using Cold Fusion web technology interfacing with PeopleSoft database. The MiM tool permitted employees to get access to their individual HR data and manager’s access to team HR data in a secure, easy to use web application. Annual merit raise and incentive compensation functions were enabled under the MiM structure. The Sales EVP at Alltel, in an unsolicited email to the HRIS team, said that “the MiM is the best HR tool that I have ever used in 25 years on the job.”  Introduced concept of rapid application development methodology into Alltel IT environment. Formed the Rapid Response Team (RRT) with twelve team members with primary objective to develop fast to market tactical solutions for retail, customer service, and marketing business channels. These solutions enable Alltel to further optimize operational processes. Examples of RRT solutions include a customer save tool which increased save rate by 125% and daily phone sales reporting down to employee level.

Served the role of Program Manager for the deployment of the PeopleSoft ERP modules -- employee job records, payroll and benefits interface, competency modeling, and position management. Responsible for overseeing the PeopleSoft development team, application support team, and business process team.  1998 – Delivered PeopleSoft employee job records modules and payroll/benefits interface projects to production on schedule. Restructured project team to reduce program cost by 45% by reducing company dependency on expensive consulting resources by developing in house expertise.  1999 – Deployed PeopleSoft position management and competency modules on schedule and budget. Position management enabled multiple downstream applications to utilize a numeric algorithm to transverse the Alltel organizational tree. The Competency module was leveraged by the IT team to build consistent job models across the enterprise.

EDS provides the technical support to administer the Arkansas Medicaid Title XIX program. Team leader of ten COBOL and CICS programmers in day to day development and maintenance of the Medicaid Managed Information System (MMIS). Other duties included serving as Project Manager on key Arkansas Medicaid special projects such as “ARKids First” and “Primary Care Physicians Initiative.”