Transformed traditional PMO into continuous delivery programs to balance large projects with short term customer & company priorities. Oversaw portfolios, delivery team sourcing & ROI. (Position Eliminated Due To RIF)* Consolidated Program Management of 3 acquisitions to a single company portfolio* Increased employee engagement quarter over quarter using retrospectives & creative feedback methods* Improved delivery time by 25% using Lean Agile delivery processes* Grew future leaders through mentorship and training Agile methodologies for continuous feedback/delivery* Integrated 40% of Product Delivery Teams resulting from acquisitions by aligning to value drivers* Decreased project tracking costs $40K annually through standardization of Azure DevOps

Led commission platform migration from 3+ legacy systems to SAP and established Human Assist UI Standards for Integrated Agent Tools in support of Omnichannel experience.*Managed $8B annual commissions platform migration in coordination with 12 agile teams* Initiated multiple backlogs, training and staffing for newly formed teams* Mentored and transitioned Product team responsibilities across 30+ cross trained resources * Created training for cross skilling 250+ Wireless Reps on streaming entertainment service support* Two-time President's Award Winner and High Performer

Led Digital Design & Optimization team for DIRECTV, U-verse, DTV NOW for application Troubleshoot & Resolve* Improved technical troubleshooting within myATT app 40%* Negotiated/Managed Infosys & Nokia vendor contracts

Led Digital Messaging Application & Analytics Team responsible for Chatbot capabilities, authenticated SMS, & accompanying cost reductions* Achieved $1.5M annual cost reduction for troubleshooting support* Optimized Robocall/text compliance by establishing 3 comprehensive audit processes

Managed cross functional troubleshooting (Care) IVR team for Consumer segment* Drove $2M annualized cost savings for human channels in Consumer tech support* Initiated RFI/RFP for BehavioralAnalytics IVR's

Managed ~3K BPO (Convergys, Sutherland, Cognizant, Infosys, Accenture) agent resources U-verse technical support* Standardized 8 KPI's aligned to Critical to Quality (CTQ)* Delivered 6 crucial Service Level Agreements supporting E-911 teams

Led multi-state sales team to recruit, contract and train 3rd party companies to promote and secure AT&T contracts with business customers* Exceeded 150% of sales target annually

Conducted billing audits for Midwest business customers to ensure client satisfaction* Developed & implemented rules of engagement processes to decrease processing time, increase reliability & automate audits by product for savings of >$250K annually

Initiated contracts with commercial real estate firms across 4 state (MO, KS, AR & OK) territory* Achieved 200% of annual sales target