Develop detailed playbooks in support of Video and Home Phone product launches. Led cross-functional teams to identify internal Customer Care needs, end-user impacts, and Operational Support processes. Playbook development supports new products or strategic initiatives including assessing the informational, communication and training needs of all division department/field customers as well as impacts to Time Warner Cable end-user customers; and, ensuring these needs are addressed and fully documented by the appropriate corporate owners. Playbooks include Product Description with step-by-step process flow including screen shots, Frequently Asked Questions (FAQs) to aid training of internal customer facing teams in support of product launch, and Troubleshooting scenarios with detailed customer education and issue resolution steps including escalation processes for Customer Care agents.

Responsible for managing the End-to-End order flow process which includes TWC order functions and the order functions of CLEC partners. Interface with division personnel as well as CLEC partners on a daily basis. Identify, design, document, implement and measure the order flow process for both Residential and Commercial customers. Write Methods and Procedures required to support the above processes. Gather detailed operational requirements, work with vendors, product management, engineering, systems design and development work groups. Communicate status and issue resolution. Work as a team member of a diverse team including all operational departments, vendors and divisions.

Managed planning functions between marketing and IT organizations, facilitated requirements review and high-level assessment by all impacted systems.

Managed a team responsible for development of Business Requirements for Provisioning Systems and Process Improvement analysis as well as budget support functions for IT organization.

Represented MCI within the industry as member of the Ordering and Billing Forum for both Access Services (ASR) and Local Services (LSR) with focus on Ordering and Provisioning processes.

Responsible for planning and implementing installation of local switch for MCI Metro in the Washington DC area. This included TN management, Rate Center analysis and identification of required trunking, as well a project management of the switch certification and turn up.