Thea Winn Email & Phone Number

Hunt Valley, Maryland, United States

Deliver Unified Communications and Contact Center projects as a customer-facing Project Manager.

Lutherville-Timonium, MD

Led cross-functional teams to complete evaluation and onboarding of IT hardware, software and services for customers in the transportation industry.

Baltimore, Maryland Area

Led a team of six project managers (PMs) who managed site builds and AC/DC power distribution and failover/backup infrastructure construction and upgrades. PMs manage dozens of local contractors across hundreds of locations nationwide.

Baltimore, Maryland Area

Founded Winn-Winn, Inc. to rehab homes in the Baltimore, Maryland area. Completed multiple renovations, one of which sold prior to completion and for the highest price ever recorded for a similar unit in that neighborhood.

Owings Mills, MD

• Sole liaison from business units to team of 30+ engineers, application developers and operations staff. Drove improvement of customer satisfaction ratings from good to excellent.
• Developed and managed SLA requirements for managed services as a provider and as the customer. Built deep, trusting relationships with customers, internal stakeholders, contact center partners, and vendors.
• Managed highly complex global projects involving internal resources, external vendors, carriers, external contact center partners, and construction companies.
• Saved the company more than $10M over 10 years across multiple, worldwide carrier services and voice network vendor selections, contracts, and renegotiations.
• Developed RFPs, assessed responses, and negotiated contracts for VISA offices and contact centers worldwide.
• Directly supported voice technologies, contact center tools, applications, systems and upgrades for environment of 500+ US and 1000+ international agents with 8200+ TDM and SIP trunks; migrated some agents to Genesys.

Owings Mills, MD

• Developed IT strategy and the technology selection for domestic business units and contact centers world-wide, including hardware, software, applications and infrastructure supporting all VISA cardholders, merchants.
• Evaluated and gave technical approval of potential contact center partners based on their technologies, infrastructures and track record of support. Managed technical and business aspects of multi-vendor domestic and.
• Led 24/7/365 global help desk supporting the entire company. The team consistently met service levels for average speed of answer, abandonment rate and first call resolution.
• Contracted and managed a staff of 5 external consultants assisting with designing and implementing various technology solutions.

Owings Mills, MD

• Managed global telecommunications network of multi-language contact centers supporting all VISA cardholders, merchants, and card issuers.
• Led 24/7/365 help desk supporting the entire Company. Expanded reach to include tier 2 support for many of VISA’s business applications. Led team consisting of a manager and 19 contact center agents.
• SME for 1200+ toll free domestic and international numbers (ordering, provisioning, testing and tier 3 issue escalation). Multiple direct reports.

Long Grove, Illinois

• Managed team of 9 analysts supporting more than 150 branch locations and corporate HQ.
• Generated RFPs, reviewed, and subsequently led migration to a competitive carrier. Led team through detailed projects to order, install and migrate to new carrier circuits and services at 150+ offices and headquarters.
• Researched, designed, and presented technical solutions to executive management and customers. One example: Computer Telephony Integration between Siebel CRM software and Nortel PBX using WebSphere middleware.
• Analyzed customer requirements, designed, and implemented an IVR-based solution for the corporate-wide billing inquiry program.
• Managed construction and implementation of data centers, switch rooms, new offices, and voice and data cabling in risers and to desk-tops.
• Ensured diverse carrier entrances to buildings, and for larger offices ensured completely diverse routes to redundant central offices. Worked with carriers to ensure SONET design supported 100% up-time.

Certificate, Administrative Techniques And Computer Studies

Bachelor Of Science - Bs, Management Systems Management