Managed offshore, outsourced vendor production across 3 countries including reporting and analytics for vendor activities, documentation, online and in-person training. Handled Jira incident and service requests, implemented Enterprise Change Management requests, implementation of marketing driven projects.• Took a central role in orchestrating two major acquisition system conversions: collected and documented business requirements and data mapping, formulated conversion workflows, and conducted comprehensive training for conversion and production teams in two countries, covering both legacy and upgraded systems.• Identified system-wide issues related to identical appearance advertising, spearheading both permanent solutions and immediate workarounds. Resulted in savings exceeding $100k by avoiding advertiser billing adjustments.• Exceeded SLA for all Jira incident and service requests, ensuring continuous operations and client satisfaction.• Collaborated with legal team on long term projects and represented company for deposition. • Redesigned back covers for a mailing initiative, yielding substantial cost savings compared to manual delivery methods.• Developed innovative procedures for specialty TAB clients, leading to preserved revenue with jeopardy advertising. • Provided impromptu training with a key accounts design vendor, to address persistent concerns, thereby enhancing and strengthening client relations.

Managed offshore, outsourced vendors and provided and direct oversight of publishing and graphics production teams spread throughout the US in the YP nationwide footprint.• Negotiated service level agreement and managed transition activities in support of offshore outsourcing initiatives. • Managed day-to-day processes of offshore vendor production of graphics and electronic pages as specified in SLA. All commitments met and routinely exceeded.• Conducted quality audits across functions. Identified opportunities for improvement and corrective action plans. • Provided management and support for all premium and regulated products produced onshore. Implemented multiple product redesigns. Resolved escalations, handled extension requests and late sales, all while downsizing head count and consolidating offices.• Provided management and support for centralized mailroom of advertiser contract confirmations and advertising proofs. Negotiated and managed transition plan of centralized mailroom work to onshore-outsourced vendor.• Managed knowledge transfer process for new company ownership negotiated training plan for change in offshore vendor selection.

Employed seasonally by the NFL for home Atlanta Falcons games. Managed and supported DVSport and Microsoft hardware and software, facilitating the capture and distribution of still images and videos of plays to both home and visiting coaches and players, both on the sidelines and in coaches' booths.• Overseeing hardware such as DVSport Playview servers, Stillshot workstations, and Microsoft Surface tablets.• Provided comprehensive support, including game day setup and breakdown, troubleshooting, installation of in-season server, workstation, and tablet software upgrades.• Conducted after-game reporting and hands-on instruction, along with real-time troubleshooting for in-game personnel.

Seasonal Atlanta Falcons employee for away games. Operated DVSport workstations and provided pre and post snap still images and video to Microsoft Surface tablets with down and yardage statistics. Direct interaction with coaches and players to supply the images and videos in the required time frames. • Traveled with team for two complete seasons, including play-offs.• Worked Super Bowl LI in Houston, TX for Atlanta Falcons vs New England Patriots.

Responsible for generating data analysis for operational and business decisions. Lead logistics efforts and business needs within groups, including business continuity planning, invoicing, process plans and project management.• Managed logistics, hardware and software assets for internet fulfillment organization. • Maintained organizational metrics and data for daily reporting; including on-boarding and de-boarding processes for on-site vendor personnel. • Managed customer-interfacing letters content and distribution, and group inbox archiving; image mining processing for website art library. • Served as Plan Steward for Business Continuity Planning.

Responsible for leading Publishing Operations departments, consisting of five teams and 90+ employees to produce Yellow Page books for the southeast region within the AT&T footprint.•Managed day-to-day processing for the Pagination, Quality Control, Covers & Customer Guides, •Consumer Information Pages and Graphics teams. •Reduced closing timelines from 15 days to 2 days. •Resolved escalation and managed late sales and extension requests. •Produced all covers, premium space and regulated front of book customer guides.•Managed custom projects for Sales, Marketing and Senior Leadership groups, including customer-facing products, sales boards, special events (Peachtree Road Race, Food Drives, etc) and other AT&T branded promotions.

Liaison between end user community and programming teams. Responsible for trouble shooting, functional design, gathering business requirements, documentation and testing of publishing systems enhancements and troubles.• Liaison between end user community and programming team for multiple publishing systems - Systems include: Contract, Graphics, National, Service Order, Book Close, White and Yellow Page Extract, Mass Change Jobs, Captions, Geocode, Independent Listing Feed, Internet Extract and all Internet fulfillment related processing.• Conducted sanity testing of systems for scheduled and emergency releases.• Integrally contributed in AT&T system consolidation to allow for cross regional yellow page and internet sales, keying and fulfillment. Hosted business requirements meetings, created test plans, conducted UAT. • Devised and implemented data integration processes for regional integration of yellow page.com heading category structure.• Integrally involved in BellSouth conversion of internet and yellow page fulfillment workflows and systems into AT&T systems. Hosted business requirements meetings, created test plans, conducted UAT.

Responsible for supervising and directing a unit of Directory Artists and National Publishing Representatives of display ad and order creation towards district and departmental objectives.• Managed tracking of artist and clerical efficiency, production and accuracy. Including daily unit output and accuracy, correction cycle, problem solving, decision making, book closing activities, developing team environment and working with peers to meet company objectives and to improve financial performance.• Provided maintenance and installation of printers, graphic and clerical stations.• Resolved software troubles and workflow conflicts; working with system administrators to resolve graphic and publishing issues; training artists, clerks and supervisors on various programs and software updates.

Responsible for design, layout and creation of art in the BellSouth Real Yellow Pages• Proficient skill in Adobe Illustrator and Photoshop on both Apple and PC platforms• Created production and spec advertising• Highlights: More than Satisfactory performance rating throughout tenure; qualified for customer interaction, sales support and management assessment.