Product taxonomy implementation, operationalization, and business adoption. Includes change management, development of governance, and systems integration.

Expert level Business Application Owner responsible for compliance, problem analysis, configuration management, access management, and project implementation. Define and develop policy and processes for day-to-day sustainment and quality management. Continuously assess operational impacts, identify gaps and implement program and process improvements. Direct audit and compliance review and management. Function as a liason between IT & the business. Serve as an expert advisor for over 100 Agile and Waterfall projects annually, providing requirements, wireframe reviews, test case definition, configuration solutioning and deployment. Lead cross-functional projects including feature implementations, new team deployments, and platform user migrations.

Manage the administration of a point of sale platform, billing system and rules engine to include data governance, access management, configuration, customization, and troubleshooting to ensure the platforms are optimized for performance, scalability, and security. Drive initiatives to enhance system efficiency, reliability, and user satisfaction. Collaborate with development teams, product management, compliance and sales teams to align corporate initiatives with business needs, strategy and growth plans.

Ensure optimal operations for various applications. Project management, problem identification and resolution, root cause analysis, customer experience improvement, data driven decision making, process development/improvement and productivity enhancement. Provided training and guidance on processes for stakeholders in a wide variety of roles. Received the AT&T Service Excellence Award, recognizing customer-centric behaviors and best-in-class service, in 2020.

Measured, tracked and evaluated the performance of systems and processes to improve the customer experience and reduce cost. Identified issues through various quality management methods including Six Sigma methology. Developed and presented persuasive and concise evidence of issues to key stakeholders and leadership. Led cross functional teams to identify and propose improvements to processes and systems.

Designed and implemented business processes for various products including wireless and IP products. Identified opportunities for enhancement of existing processes to reduce support expense, enhance the customer experience and increase internal client satisfaction.

Managed vendor relationships with contracted sales vendors achieving over $40M in annual recurring revenue, ensuring contractual adherence and providing issue resolution. Developed and executed compensation policy and procedure for non-typical vendor sales programs. Developed and implemented automated audit processes. Led cross functional teams to identify and resolve issues preventing optimal commission processing and payment. Tracked and analyzed components of revenue and expense.

Designed, developed and implemented start-up indirect sales programs for new business partners including third-party agent selection criteria, sales scope, contract terms, portal application requirements, report models, and operational processes. Gathered and analyzed information, determined best practices, and made strategic decisions to ensure alignment with corporate strategy and revenue and expense targets.