Proven Agile Scrum Master, RTE and Coach with expertise in delivering training and coaching on all aspects of Agile life cycle to product and technical teams to drive successful delivery against metrics and key initiatives. Extensive knowledge in working in cross-functional teams as Program Manager (RTE) leading Agile ceremonies for release train using SAFe methodology – developing new processes, training and reference guides, tracking and resolving risks and dependencies, leading retrospectives and follow up on action plans for improvements across Portfolio. Focus on new or difficult teams and creating and developing new Scrum Master/PO training.

Tonya is passionate about helping people, teams, and Leaders become more effective in using Agile as their methodology. In the last 10 years, she has supported the IT organization in their Agile journeys as part of Enterprise Delivery Transformation. This included Agile, Scrum, Kanban and SAFe training, facilitation, coaching and developing 'cheat sheets' to help them along the way. Tonya is credentialed as a Certified Scrum Product Owner (CSPO), Certified Scrum Master (CSM) and ICAgile Certified Professional - Agile Coach and Team Facilitator, and SAFe Advanced Scrum Master (SASM).

Project Manager - Support IT organization with transformation to Agile and continuous improvement – identified top issues, 360 feedback to IT and Line of Business, conducted Agile ceremonies for release train using SAFe, Program Manager for Enterprise IT Agile Release Train release planning.

Sr. Coordinator - Manage projects for introduction of new roles, re-organization and commitments. Administrative duties: travel arrangements, schedules, meeting coordination, paperwork and presentations, agendas and minutes from meetings, expense reports, answer phones, screen calls, emails and voicemails for senior partner and handle issues appropriately. Produce monthly analysis on new work sold vs. delivered, update and report on forecasts and pipelines. Develop project plans and manage deadlines. Facilitator for meetings and conference calls

All aspects of Customer Service including support in the areas of global strategy, training, quality assurance and incentives, process definition, vendor and office management, budgets, and program management. This included the implementation of a Customer Loyalty Program, Salesforce CRM application and Sales Support Deal Desk. 24/7 Customer Service managing multiple customer service centers around the globe. Support for all aspects of the customer lifecycle from general inquiries, technical troubleshooting, account management and upsell/cross sell. Leverage strong interpersonal skills to manage, as well as build alliances with clients and other organizations to assist team in meeting goals.

Managed 24/7 Customer Support teamManaged to KPI's which were met or exceeded consistentlyDeveloped and managed Business Continuity Plan for call center and represented Customer Service in Global Business Continuity ProgramDeveloped and managed Sales Support Deal Desk, included standard and non-standard contracts and sales supportDeveloped Customer Support training, certification and quality assurance programsKey contributor to bids, and new product/system releaseSucceeded in transferring and ongoing management of .tv premium domain sales from the sales team to Inside Sales and exceeded goals

Maintain confidentiality, professional attitude and work with others in company as necessary to accomplish tasksAdministrative duties: travel arrangements, schedules, meeting coordination, paperwork and presentations, agendas and minutes from meetings, expense reports, answer phones, screen calls, emails and voicemails for CEO and handle issues appropriatelyPrepare memos, letters, correspondence and presentations Assist team with research and project managementWork with Accounts Payable and Receivables on invoices and purchasesDaily operations of office including maintaining office equipment, mail and supplies

Handled client inquires regarding billing and paymentsManaged to project deadlines, identify obstacles and resolveImplemented ECLIPSE customer satisfaction survey, introduced to clients and followed up on resultsWorked with analysts and produced invoices for commercial and government clientsProduced monthly financial reports and analysis for form partners, such as, net profit/loss, collection activities, billed schedules, billed vs. net-unbilled

Handled client inquires regarding billing and paymentsManaged to project deadlines, identify obstacles and resolveImplemented ECLIPSE customer satisfaction survey, introduced to clients and followed up on resultsWorked with analysts and produced invoices for commercial and government clientsProduced monthly financial reports and analysis for form partners, such as, net profit/loss, collection activities, billed schedules, billed vs. net-unbilled.

Found, tracked and analyzed government requests for proposals in the information security area. Recommended and drafted proposalsWorked with analysts and produced invoices for commercial and government clientsProduced monthly financial reports and analysis for form partners, such as, net profit/loss, collection activities, billed schedules, billed vs. net-unbilledOpened, tracked and closed out project tracking codesAnalyzed and made adjustments to projects financials and accrual ratesMaintained client files for Risk & Quality Review process, participated in reviews and made all necessary improvementsAdministrative duties: travel arrangements, schedules, meeting coordination, paperwork and presentations, agendas and minutes from meetings, expense reports, answer phones, screen calls, emails and voicemails for senior partner and handle issues appropriately

Provided all aspects of Customer Service including support in the areas of global strategy, training, quality assurance and incentives, systems development and testing, process definition, vendor and office management, budgets, and program management. This included the implementation of a Customer Loyalty Program, Salesforce CRM application and Sales Support Deal Desk. Provided 24/7 Customer Service managing multiple customer service centers around the globe. Service included support for all aspects of the customer lifecycle from order processing/sales support, general inquiries, technical troubleshooting, account management and upsell/cross sell. Leverage strong interpersonal skills to manage, as well as build alliances with clients and other organizations to assist team in meeting goals.

Researched, conceptualized, defined and implemented programs in Customer Care that reduced costs and/or contributed to revenue growth and customer satisfaction (up sell & cross sell, intelligent routing, IVR, CTI)Oversaw training of all Customer Care employees in all aspects of job including systems, products, procedures and soft skills. In addition, developed and managed career paths and development program. Directed activities of the training group to ensure consistent improvements in training techniquesDeveloped and oversaw QA program focused on customer relations and first contact resolution. This included call /email/chat monitoring, feedback sessions, coaching and counseling with call center representatives. Managed processes, improvements and reportingImplemented the US customer satisfaction loyalty program and automated through an outside vendor. Lead global team roll out of the program to UK, Europe, and Japan. Responsible for ongoing US and UK Business Market relationship and transactional surveysDeveloped and managed the Transformation and Program Management team to develop plans and implement business changes, such as, customer segmentation and tiers, selling off of portions of customer base, outsources low tier customer to outside provider. Managed vendor selection, contract negotiations, implementation and day-to-day managementImplemented knowledgebase tool and managed content population, process definition and updateManaged other Customer Care support functions, such as, Intranet website, reporting and database management, incentives, recruiting, facilities and administration.Developed and maintained capital budgeting process for Customer Care including concepts, business cases and cost benefit analysisMonitored and revised the operation, budget and headcount to optimize resources, meet or beat budget plan and oversaw multiple global cost center budgets, including leading shut down of several call centersMaintained responsibilities

Developed and managed team and lead needs analysis and market/technology research to determine automation tools available to gain efficiencies within the call centerConceptualized, developed, documented, maintained and managed the Disaster Recovery plans for Customer Care US and UK locations. Responsible for execution of plan when requiredSole point of contact for all internal and external audits. Responsible for responses and action plans.Maintained responsibilities of Project Manager below

Developed and managed team to support Customer Care in the areas of help Desk, second level support and life cycle development processManaged Help Desk, Telecom, Desktop Support and 2nd level support on network and billing issues. Responsible for interfacing with Operations, Engineering to resolve complex and/or escalated issues 24/7Developed, participated and managed team of Key Stakeholders for Customer Care on all systems and programs that impacted the call center or customers. Defined requirements, design flow, processes, developed test cases and conducted UAT and regression testing. In addition, coordination with training, KB solution development and 2nd level support to end users through implementation

Managed and maintained highly motivated and skilled staff that received approximately 2500 calls a day from customer on network issues, billing and general inquiry owned through resolutionDeveloped and managed to KPI'sDeveloped and oversaw QA programDeveloped and oversaw definition, publication and maintenance of procedure manual for Customer careManaged all escalations for network issues

Managed Network Operations Team to ensure quality of network through proactive monitoring of switches ad dispatching techs to make necessary repairsManaged and maintained highly skilled technical staff to troubleshoot and resolve customer issuesEstablished and maintained vendor relations to ensure service level agreements were metDeveloped and managed training program, process guides and measurements for team Supervisor - Equal Access (1885-1889)Managed staff of 35 employees performing tasks listed in coordinator role belowAutomated process of activation which resulted in a revenue growth of 30% on new activations and a headcount reduction of 42%

Defined processes internally for new program and worked with RBOC's and LEC's for 1+dialing launchCoordination activation of customer linesPerformed troubleshooting and resolution of customer issues

Managed setting up of new accounts and provided instructions for servicesPerformed troubleshooting and resolution on customer inquiriesMaintained all customer files