Financial performance monitoring and executive-level reporting for Digital XP, Sales XP, and Omni XP functionalities. Create predictive models that forecast CX feature benefits allocation. Develop and maintain a comprehensive performance management framework for projects to track financial benefits and ensure they are realized in a timely manner. Drive performance enhancements by pinpointing areas of opportunity and formulating actionable strategies. Provide critical insights through analysis and presentation of key performance metrics to senior leadership, shaping strategic directions. Actively collaborate with finance, CX Operations, and Retail Performance teams to realize financial gains and optimize cost-efficiencies.

Lead a wide variety of process improvement projects and transformation initiatives across Commercial business units. Develop business and product process improvement capabilities within the Enterprise Project Delivery teams in a highly visible role, reporting to executive leadership of Customer Experience and Sales Operations.Empower my team of Senior Process Specialists to create and facilitate formal PMO functions that drive key business imperatives and better customer experiences.Assess, lead and participate in business process development initiatives for the Commercial business units, including Sales, Sales Analytics, IT Service Delivery and the Project Management Office.Analyze and validate complex sources of data to identify and drive process improvement for overall client satisfaction, expense reduction and revenue realization.Serve as key liaison to EPDO, Product, Engineering, Managed Services to define project scopes, prioritizations, program management tracking and support, and post-implementation results validation.Develop, plan and oversee the performance of risk-based business process reviews, effectively identifying underlying root causes and best practices in control design and operational efficiencies.Proactively champion new opportunities to enhance Frontier Enterprise Sales Operations and transform organizational outcomes.Actively manage competing deliverables to meet business commitments, as well as C-Suite and Customer Experience expectations.

Data analysis, visualization and reporting for large public sector managed services client during e-rate service transition project. Routinely evaluated workflow, incident management processes, and liaised with many cross-functional teams in effort to streamline deadlines and team priorities. Built and automated scripts in network performance monitoring tool to manage SLA's for client. Empowered executive leadership with actionable insights that client data represents; provided recommendations during client Governance meetings. Individual contributor to project management team, which completed entire transformation project 1+ month early, despite various and extraneous COVID restrictions.

Validated and analyzed data on client LAN/WAN infrastructure. Wrote recommendations based on the goal of network optimization. Designed customized dashboards and reports using Excel, SQL, and AT&T proprietary databases and toolsets. Hosted presentations to account teams and clients to review forecast analyses, network exceptions, capacity and traffic issues.

Troubleshot alarms, tested circuit boards, set up real-time traces, reset switches and PBX’s, made parts recommendations for dispatches, as well as other VoIP issues for AT&T Solutions customers.Received Circle of Excellence Award: outstanding performance as project lead on DST project, Rising Star Award for exceptional leadership skills noticed in Q3/07.

Led team of 10 network specialists. First level escalation point of contact.

Performed real time monitoring, troubleshooting, and testing of 56K-3MEG circuits for 350+ wide area network Managed Services customers.Winner of two Star Performance Awards for outstanding customer service, and exceptional support during 9/11.