Shelly Maxie Email & Phone Number

Irving, Texas

Document requirements, create wire frames, and ensure both technical and non-technical understanding, Create, execute or revise project work plans as appropriate to meet changing needs and requirements, Identify resources needed and assign individual responsibilities, Effectively apply methodology and enforce project standards, Manage testing and training efforts to ensure accuracy and acceptance, Suggest areas for improvement in internal processes along with possible solutions, Track system bugs and enhancement requests, Communicate project scopes, progress, risk, and status to stakeholders to ensure the effectiveness of project delivery and evaluate the rate of success in relation to the scope of work, Develop and deliver unique training solutions, Audit and review processes and training materials, Track and trend performance of trainees and courses

Irving, Texas

Develop and design eContent for training and quality initiatives, Facilitate curriculum to learners at all organizational levels, Define call handling processes and procedures, Coordinate and supervise new hire mentoring program, Manage special projects to promote morale and performance, Continuous curriculum validation and content management, Database design for tracking and trending of performance metrics

Managed national project resulting in a 4 % increase in productivity of 600+ end users including development of technical requirements, pilot implementation and evaluation, and the design and facilitation of training content, Coordinated the implementation of multi-million dollar communication plans, Automated reporting for tracking and trending of performance metrics, Consulted with multiple business units for system automation requirements, Developed and implemented center processes and procedures

Consultation and needs analysis of advanced telecommunications products, Supervised team of 20+ management level employees, Coordinated project implementations with multiple business units for service conversions, Participated in continuous improvement focus groups, Acted as subject matter expert for Microsoft products, web based proprietary systems, and mainframe applications, Development of training syllabi and process documentation, Facilitated policy and procedure changes and updates, Created scripting for call flows

Order implementation for all Tier 1 customer products, Quality assurance monitoring specialist, Lead representative and subject matter expert for order process and tariff coaching and development, Order discrepancy correction, Participation in peer groups to develop and implement new processes, Provided technical and process support to other organizations, Achieved multiple employee of the month awards for exceeding all targets in a center of 50+ peers

Managed all aspects of executive level administrative and technical operations, Performed monthly review, verification, and processing of all executive accounting reports, Coordination and support of all meetings, presentations, conferences and executive travel arrangements, Acted as direct customer service for all executive level communications, issues and complaints, Provided technical support for Windows 9X, Microsoft Office, Lotus Notes, as well as various other reporting tools and applications, Designed multiple databases for tracking and trending of customer satisfaction ratings

Master Of Science, Business/Project Managment

In progress

Bachelor Of Science, Networking And Communications Management

Activities and Societies: Jack David Armold Honors ProgramSumma Cum Laude, Outstanding Senior Project