Stacia Edwards Email & Phone Number

United States

Spectrum Business Project Manager

Alpharetta, Ga

•Manage Dispatch Operating Centers for the Georgia/Alabama Key Market Area --Centers open 365 days •Manage and provide strategic direction to provide optimal service delivery and increase customer satisfaction•Execute and Manage routing strategies to support Field Operations•Support Field Operations on complex service and installation orders•Execute corporate strategic priorities and operating principles to drive growth in residential and commercial sectors •Work with Field Operations on staffing requirements to meet forecasted volume•Improve operational efficiencies by providing training, coaching and development of staff•Work with marketing teams to ensure that all customer facing employees are knowledgeable about current promotions and offerings.•Work with call center liaisons on upcoming network changes for smoother customer transition•Work with corporate teams to ensure that standard operating procedures and policies are being followed•Launched telephone product in Alabama on pace for over 500,000 homes passed

Manager, Customer Service Center (Jan 03-July 05)Implemented KMC Telecom’s Customer Service Center( CSC),-- Order Entry Center  CSC- increased revenue by $10,000 monthly.  Managed a team of 15 customer service/order entry representatives Trained representatives on order entry, billing and order management systems Maintained average speed of answer of 10 seconds and abandon rate of less than 5%. Worked with local operations to ensure service delivery especially on complex orders.  Worked with field operations on intraday management, test and turn up. Jan 2000, - July 2003 Service Provisioning Project and Center Manager •Process Review and Project Manager for Provisioning Center•Responsible for managing day-to-day activities associated with order provisioning and service delivery

•Responsible for maintaining MCI’s 18 call centers•Responsible for disaster recovery, call delivery, intraday management, scheduling and forecasting•Manages process consistency across all call center locations•Manages and developed skill based routing across the enterprise •Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending•Responsible for reacting to the reforested requirements throughout the day to ensure staff is adjusted to the trends

Bachelor Of Science (Bs), Criminal Justice And Corrections

Activities and Societies: Delta Sigma Theta Sorority, Inc Student Services Student Judicial Board Loyola University African American.

Bachelor'S Degree

Activities and Societies: Black Cultural Center, Loyola University African American Student Association, Student Government Association.