Shirley Alleva Email & Phone Number

The Lead Product Manager provides continuous and visible leadership in the category of leading go to market initiatives associated with commercial Voice & Collaboration telecommunications product lifecycle management, including responsibility for IP Centrex Station Review. Leads cross-functional teams by example demonstrating passion and drive to satisfy customer needs and optimize customer experience through innovation and/or improvements to internal organization, processes and technology. Operates with extensive latitude for independent judgment within operational parameters. Negotiates issues with peers and management to synthesize ideas and solutions that impact operational results. Provides influence and leadership to cross-functional teams and other stakeholders on ideas and solutions that impact industry and/or corporate results. Provides mentorship and guidance to team members and associates

Rhode Island, United States

• Regionally managing and executing product launch activities that align with the overall product and architectural direction for Cox Business• Acting as the regional point of contact for Engineering, Care, Field Services, Order Management, Supply Chain and other similar teams as well as the liaison to the broader Cox Business product and technology organizations during the product launch process• Launching and implementing new products according to standard practices ensuring a successful hand-off to boundary and field teams• Ensuring a smooth handoff to regional lifecycle and support teams as launch processes are complete

West Warwick, Ri

Support the Cox Business Region launch of new products and product enhancements for all product lines, all product managers, and all customer segments.

Northeast

• Delivers voice, data, and video product training to customer administrators and end users as the CB training subject matter expert.• Manages delivery of the CB customer training curriculum, including fee-based training, within their Market area.• Customizes webinar and on-site customer training tactics to meet requirements for targeted customers and strategic accounts.• Leverages multi-customer webinars and training events to maximize training reach.• Designs, develops, leads, and implements regional customer education events attended by 30+ clients.

West Warwick, Ri

Supervises, supports, oversees team of three training professionals responsible for operations training - residential technical, account services call centers, retention call centers and business technical and account services call centers. Ensures consistent application of policies and procedures. Serves as a liaison with internal departments/divisions and/or outside organizations. Responsible for improving the productivity of an organization’s employees. Responsible for the effective development, coordination and presentation of training and development programs for all employees. Assess property-wide developmental needs to drive training initiatives. Identify and arrange suitable training solutions for employees. Actively search, creatively design and implement effective methods to educate, enhance performance and recognize performance. Participated in creation and execution of various company award winning employee engagement programs . Develop curriculum for call center operations (technical, account services for both residential and business customers) as part of the Content Creation Team.

Facilitated new hire and incumbent training to internal employees on Cox products and services. Primary responsibility for the account services call center learning and development including product knowledge, billing and retention. Additional facilitation as needed included soft skills, technology and customer service proficiency. Served as backup for regional training coordinator related to the administration of the LMS, reports and related management of the system.

Provide routine annual, monthly, weekly, daily and intra-daily projections of call volume, average handle time and staffing requirements for call center operations center management. Utilize workforce management software program to schedule and manage employee work shifts.

Master’S Degree, Organizational Leadership

Bachelor'S Degree, Busines Management