Zoe Carpenter Email & Phone Number

Martinez, CA, US

San Francisco Bay Area

• Strong Project Management skills with experience managing multiple tracks and simultaneous implementations. Managed the delivery of multiple new applications on a new IP-based Avaya Experience Platform: The project.
• Implemented an enhanced IVR designed to reduce 36% of 191K annual unnecessary technician truck rolls to customers. The savings to AT&T was $10M beginning 4Q2018. Also installed automated SMS messaging for customer.
• Served as IT client to lead development of new User Interface call flows, grammars, reports and extensive user test cases.
• Maintained solid client relationships. For example, extensively interacted with Legal and Regulatory staff to meet compliance demands for stringent regulatory rulings.
• Comfortable working directly with all levels of management and leadership by leading daily/ weekly status calls to coordinate project plans. Provided leadership status weekly.
• Know how to drive alignment by communicating boldly and with clarity. Adept ability to resolve issues, initiate problem management and manage tasks to completion.

San Francisco Bay Area

• Demonstrated strong leadership with a goal to ensure all team members succeeded in meeting corporate and personal goals for a team of Project Managers and Sr. Project Managers. Team had diverse responsibilities from.
• Drove corporate initiatives: Wrote scope documentation, defined requirements and User Interface specifications, tested and successfully deployed the project. Created e a positive consistent customer experiences while.
• Responsible for benefits realization management for a major IVR transformation Project for IVR speech recognition projects. Projects included initiatives that significantly reduced net bad debt, instruction.
• Performed in-depth work on corporate audits and mandates as well as regulatory project management

San Francisco Bay Area

• Project Director Pacific Telesis Shared Services, San Ramon, CA USA -
• Extensive IT project management of simple to complex, multidisciplinary projects spanning the billing and collection organizations on major multi region/multiyear Enterprise Contact Center projects requiring tenacity.
• Characterized by strong management, leadership, communication, interpersonal, organizational, innovative, vision and team building skills. Possess high level detailed knowledge of billing and IT, collections, network.
• Lead management and deployment of the enterprise changes to Billing and Collections applications, including prompts, language translations and design of customer contacts. Project returns attained for Revenue and.

Master Of Business Administration - Mba, Economics

Bs Ob, Organizational Behavior