• Managed client and web developer team upgrading High Speed Internet and Fiber Solution web content. Team conducted testing, rollout and technical support to 500 plus internal and 6 million users.
• Managed small business Online Services provisioning and technical support. Staffed and supervised over 12 employees/contractors, involving working with three vendors.Certified, highly organized project manager with effective customer service skills.
• Contributed to improving productivity and efficiency and customer experience in the following ways:
- I visited the centers frequently and was there to assist with tools on the desktop for the FSC, CSAs as well as listened to what was needed to make their job easier and less confusing.
- My visits helped quickly address one of the most frustrating issues the CSAs had with CMS/DTI – login was required for each tool separately to access CMS functions.
- Completed requirements for integrating CMS functionality into CAD which would create a one stop support tool. The CMS/CAD integration is in production with the toggle switch off until DTI-Express trial was completed in the fourth quarter.
• Assumed the lead role for the development and implementation of the CMS STB project. She managed the development of the requirements, code and testing to ensure project was on budget. The STB box project was divided into two phases.

Specialties: Project Manager, Program Manager, Marketing Support, Business Analyst, Business and IT liaison, Product trainer, Vemdor Management, Staff Recruiting, Problem Resolution, Vendor Management, Customer Service Management