I project manage the delivery of several hundred domestic and international Public IP circuit installs and grooms on the AS70x networks annually. These include backbone, NNI, and peering circuits needed to accommodate normal network growth as well as special projects supporting customers and company initiatives. I ensure timely delivery by collaborating with other project managers, network planners, field technicians, as well as internal and external customers.

• Updated and maintained a centralized source of bill prototypes and display guidelines for use by Product Line Managers in implementation of various projects that affect bill displays.• Acted as liaison between the Customer Billing Experience team and PLMs to provide support and guidance to ensure that bill affecting projects meet bill design requirements.• Assisted with requirements, bill design and implementation of major bill display changes and enhancements initialized by the CBE team. • Worked with IT and Quality Assurance to review test bills prior to project launch to ensure requirements were met and output was accurate and appropriate.• Assisted in providing bill mockups and test questions for use in consumer focus groups and utilized the resulting data to make changes to bills that enhanced the customer’s experience. • Created alerts to communicate bill display changes to management and customer service representatives to ensure that they had the knowledge to assist customers.

Diagnosis and remediation of network and PC hardware and software issues.

• Managed a team of debt collectors collecting various types of debt for multiple clients.• Provided constant training to ensure employee development and adherence to laws.• Proactively audited work queues to ensure proper workflow and handling of accounts and to identify problematic trends.• Created goals and quality guidelines for collectors and provided monitoring and feedback to achieve those goals.• Checked and approved various documents to be submitted to courts for content and validity.• Acted as a liaison between the firm and its clients for the purpose of obtaining additional file information and as a point of contact for requested status reports regarding files and placements.• Point of contact to potential clients interested in using the firm’s collection services.• Tactfully handled escalated calls and complex issues needing management intervention.

• Effectively managed multiple highly adaptive cross-functional teams of service consultants with responsibilities including coaching, development, and quality assurance.• Collaborated with VOL/Verizon project and process assurance managers to plan and implement new processes for trials and new product launches• Supported project managers and process assurance managers in implementing short and long term solutions to internal system failures• Managed workflow by forecasting incoming workload volumes and proactively allocating resources to complete work on time• Managed and audit daily production, trends, and activities of the various teams, to ensure customer orders and processes were flowing properly and to proactively identify and correct any inconsistencies• Handled escalated customer calls and complex issues needing management intervention.• Assisted in creating processes, training, and management of several specialized teams and worked to streamline processes before passing on to a permanent group.• Assisted in creating production and quality guidelines for team representatives• Assist external and internal customers with account questions and service questions• Create daily and monthly reports for local and director level management• Monitored representatives and provided feedback when necessary. Established action plans as needed to develop representative improvement.