Leveraging Project Management expertise across and between Client Operations and Software Development domains, driving novel and impactful outcomes for a dynamically evolving team.Accomplishment Summary• Proven success leading complex, cross-functional initiatives, ensuring on-time and on-budget delivery in external, internal, and hybrid programs.• Extensive experience managing project portfolios, mitigating risks, refining processes, and expertly communicating with stakeholders across all levels.• Adept at applying diverse Project Management methodologies (SDLC, Waterfall, Agile, SCRUM, Kanban) where they best fit to drive efficiency and achieve business objectives.• Motivational Leader with a track record of building collaborative teams, delegating effectively, and driving project execution to meet demanding goals.Process Improvement Focus• Designed and implemented streamlined project tracking and reporting dashboards, improving project visibility and reducing administrative overhead.• Led a cross-functional process improvement initiative, reducing project cycle time by 30% and enhancing client satisfaction scores.• Standardized the Client Onboarding life cycle, including presentations, communications, meeting agendas, and related processes.• Exercised and evangelized effective communication strategies for diverse stakeholder groups, ensuring timely project updates, issue escalation, and proactive decision-making.Stakeholder Management Focus• Fostered strong relationships with key business stakeholders, ensuring project alignment with strategic goals and exceeding expectations.• Developed effective communication strategies for diverse stakeholder groups, ensuring timely project updates, issue escalation, and proactive decision-making.

Wearing many hats in this dynamic and cross-functional role, I built a culturally and geographically diverse Quality organization, while bridging process, policy, and expertise across the company. Here are some highlights:Senior Manager:● Spearheaded Product Quality for our global UCaaS B/OSS managing $250 million yearly recurring revenue● Cultivated Agile teams across the U.S., India, and Sweden, for new development, regression, performance, automation, and security; totaling 30+ reports● Ensured five interdependent product lines were delivered monthly; 96% on-schedule and 92% patch-free● Established cross-functional defect review and led RCCA● Championed culture of product and process quality, centering User / Customer Experience (UX/CX)● Presented monthly to EVP in Executive Product Assessment● Supported Product Trials and UAT, leading assessment of use cases / feedback● Developed data-driven organizational metrics, OKRs, and KPIs● Managed budget, including payroll, software, and infrastructure; negotiated contractsTechnical Product Owner: ● Partnered with Product and Engineering leads to define pivotal new customer portal; onboarding times improved 80%● Led I18N / L10N strategy for multiple products and regions● Built roadmaps based on business objectives and managed Sprint and Product backlogs● Ensured Scrum teams understood the “what”, “why”, and “when” - to make the “how” happen● Mined customer feedback and defects for actionable trendsScrum Master:● Led teams in 50+ releases● Tracked velocity data to refine Requirement, Sprint, and Release sizing● Held real Retrospectives, delivering concrete improvements by acting on feedback● Coached teams in Agile principles and methodologies● Assisted in transition to SAFeProgram / Project Manager:● Led Continuous Improvement, e.g.: reducing defect backlog by 85%● Organized Lab migrations to GCP, acting as proof-of-concept for Production● Oversaw mission-critical infrastructure migrations

● Built distributed software test teams across the U.S. and India, covering both manual and automated testing, as well as supporting production teams and software● Owned all escalations to Cloud Engineering, administering SFDC case queue and resolving 70% of issues in-team● As SFDC administrator: built out our workflow implementation of ITIL/ITSM change management in concert with NOC and PMO leadership; made numerous improvements to Support case and Engineering defect workflow and data validation; assisted with merging data from two legacy SFDC instances● Worked with Support / Ops / NOC to Identify escalation trends and prioritize needed change● Rallied the team in fully re-writing, expanding, and automating 2000+ test case library from the ground up; regression testing timelines were substantially reduced, while the overall customer experience was greatly improved ● Led critical emergency endpoint solution redesign, cutover, and clean-up as Emergency Services / E911 SME; telephone number inventory costs were lowered by 60%, while customer data was set to rights● Paired with a Senior Architect to redesign our phone number management portal front and backend, greatly streamlining Operations workflows and improving bulk operations● Directly tested various iterations of call data record (CDR) generation, derivative business intelligence (BI) reports, and national / international call rating● Forged a vibrant team culture, retaining and growing talent in the midst of broader business uncertainty● Worked with Product and Development leads in transitioning from Waterfall to Agile software delivery● Administered ITSM software upgrade approval and deployment process, and directed overnight deployment meetings

● Led new customer onboarding of our largest and most complex UCaaS clients, e.g.: national retail chains, office suites● Partnered with customer leaders to examine their business needs and implement best-fit UCaaS solutions; this included substantial upsell and cross-sell service adds, made possible by customer empathy and solutions acumen● Organized all facets of customer turn-up, including voice and data connectivity, LAN upgrades, call flow programming, phone number porting and ordering, hardware shipping and deployment, user training, and system cutover● Coordinated broadband infrastructure providers, building managers, and customer / contracted I.T. to install DS1 and DS3 circuits; in other instances, engaged our Network team to integrate with customer MPLS ● Partnered with Sales leadership to improve new CPQ implementation, building trust between Sales and Operations, improving revenue forecasting, and improving the customer onboarding experience● Maintained new customer Net Promoter Score average of 70● Trained six new Project Managers and Admins during time of rapid growth● Continually reduced book-to-bill timelines through increased process parallelism● Set multiple team records for new monthly revenue activation totals

● Led team in technical and administrative Support of our largest and most complex UCaaS clients, e.g.: national retail chains, office suites, consistently exceeding SLAs● Owned broad assortment of customer needs, including: o Technical: troubleshooting and resolving phone configuration, networking, call quality, and management software issues o Administrative: guiding customer leaders in making full use of our solution, including service adds, call flow updates, reporting, Contact Center management, business redundancy planning, and more o Billing: demystifying invoicing and making payment as easy as possible o Training: ensuring customers of all skill and access levels gain more comfort and skill with our service● Managed the Support Organization transition from internal ticketing tools to new custom SFDC ticketing solution, integrating customer feedback and communications with our overall CRM● Maintained internal knowledge base for supporting both licensed and in-house softswitch products● Administered our team’s Contact Center, ensuring proper coverage and competitive average speed of answer (ASA) for phone, email, and proactive communication