Project Manager Customer Service

Kari Michelle Faflik

**** **** ****** *******, ** 98122

Phone: 206-***-**** ( Email: ****.******@*****.***

Career Target: Senior Program/ Project / Product Manager

MBA Degree / PMP Certified/ CSM Certified/International Business

Experience: Asia, Europe, Australia, Latin America

Disciplined, creative professional with over 10 years of experience and

quantifiable success in launching programs that produced customer and

revenue gains, including $20M from Verizon/Tekelec partnership. Depth of

experience spans local, national, and global markets, traditional/new media

marketing, and communications techniques. Strong combination of business,

technology, and operational skills.

Areas of Expertise:

Strategic Communications Strategic Partnerships & Product Marketing

Planning Alliances Management

Technology-Business Planning/Implementation Global Marketing Strategy

Alignment Planning

Cross-Cultural Executive-Level Network, Data, Software

Relations/Protocols Communications Solutions

Professional Experience

REALNETWORKS

Program Manager - Global Infrastructure Operations Department (2006 -

present)

Responsible for multiple program areas, including large infrastructure and

mobile application implementations for EUK, VZW VoD, Music Origin

Virtualization and Core Network Implementation. Responsible for managing

project budget plans, implementing staffing decisions, and overseeing

complex deployments requiring coordination between multiple groups,

including product development, product management, and operations.

Responsible for managing bandwidth and CDN vendor relationships, budget

planning and contract negotiations for the Global Infrastructure (GIO)

Department. Developing and implementing high level processes to track and

control spending within GIO. Department administrator for ClickTime, time

resource management system. Member of the RealNetworks Foundation Grant's

Employee Committee.

TEKELEC

Business Development Manager (2006 - 2006)

Promoted to business development position for the Asia Pacific Region.

Developed sales and marketing strategies to open new markets and increase

sales in existing markets. Developed sales training and support materials,

including presentations and white papers. Managed global channel

partnerships based in China. Negotiated new contracts and business

partnerships. Worked with Sales, Product Management, Engineering, and

Customer Service to develop comprehensive responses to RFPs and RFQs for

the Asia Pacific Region.

Impact: Managed EAGLE SS7 over IP Trial for China Telecom that

strategically positioned Tekelec as the potential first SS7 over IP

provider in China market.

Program Manager (2004-2006)

Promoted to lead team of project managers and regional program managers in

delivery and installation of Global Field Replacement program involving

10,000 units across 7 global regions. Managed manufacturing and budget

plans, developed global strategy, implemented staffing decisions, and

oversaw complex network installations requiring coordination between

customer, product management, and software development.

Impact: Delivered 2 Linux-based software platforms to meet Q4, 2005 revenue

goal of $25 million. Completed network deployments in Latin American

countries and earned Tekelec Employee Superior Achievement Award for Q4,

2004.

. CTI Movil - Challenge: Unreleased High Speed Links product had been sold

to customer with strict deadline. Action & Results: Negotiated

alternative network solution that allowed for on-time delivery of CTI

Movil, including IP network and project acceptance.

. Telefonica Moviles Peru - Challenge: Unreleased SMS Screening product

sold to customer with tight delivery turnaround times. Action & Results:

Teamed with Product Management and Engineering to fast-track feature on

Limited Availability software release, leading to on-time delivery and

customer acceptance.

. Verizon/192M - Challenge: Overcome missed delivery dates and issues with

software as part of hardware/software upgrade affecting 192M subscribers.

Action & Results: Worked with high-profile customer to upgrade all 12

nodes and earned customer acceptance, resulting in $20M in additional

revenues.

. French Customer Network Outage - Challenge: Customer experienced outage

during holiday season. Action & Results: Met with customer in Paris and

created resolution plan that led to successful network upgrade.

. India Acceptance - Challenge: Comply with 20-point acceptance list for

major network implementation. Action & Results: As In-Country Manager,

directed upgrade for all 8 nodes and completed acceptance list.

Product Marketing Manager (2002-2004)

Promoted to direct business development in Asia-Pacific and Europe regions,

developing service solution packages for telecommunications companies in

both new and emerging markets. Served as Product Manager for all Signaling

and Number Portability product services, guiding product development, OEM

agreement negotiations, and pricing strategy/roadmap development. Developed

marketing materials, responded to all requests, and created messaging.

Impact: Created catalog and pricing structure for company's largest product

line EAGLE STP Services. Negotiated OEM and SLA partnerships with

Performance Technologies. Created materials that led to new product trials

in China and 2 major customers in India.

. Service Catalog - Challenge: Lack of centralized location, catalog, and

list of services. Action & Results: Created Services Catalog that

illustrated all services and enhanced product visibility for customers.

. Price List - Challenge: Limited part list due to small size of Services

department. Action & Results: Worked with Product team to create full

pricing list to complement EAGLE STP services.

Course Developer / Instructor (1999-2002)

Served as Subject Matter Expert for Local Number Portability, Global Title

Translations, G-Port, Gateway Screening, and International Features.

Delivered courses for customers in global locations (Europe, Australia).

Impact: Ranked as top-performing instructor, with 3.7 out of 4.0 rating.

Developed and delivered 5 major courses in England, France, and Australia.

GLAXO WELLCOME

Data Analyst (1999)

In charge of Y2K data analysis project as part of Year 2000 Campaign.

Communicated and interacted with various departments to identify potential

data threats and outline solutions.

Impact: Gained access to highly confidential information and certified data

as Y2K-ready to meet goals.

XYPOINT

Project Manager (1998-1999) / Senior Business Analyst (1998) / Business

Operations Analyst (1996-1998)

Advanced through increasingly responsible positions that led to position as

Project Manager, with full responsibility for ensuring fulfillment of data

and emergency center requirements during deployments of wireless E9-1-1

services in Southern U.S. region. Worked with data/network operations and

engineering to determine solutions. As Senior Business Analyst, designed

and documented all data operation processes for input of wireless carrier

and county 9-1-1 information. Co-designed solutions, developed programs and

systems, and managed initiatives.

Impact: Co-implemented customized network solutions for E9-1-1 Centers (1st

time E9-1-1 was deployed in the U.S.) used as marketing tool for acceptance

in GA region. Developed new service data deployment plan process, corporate-

wide training program for Remedy, and building of nationwide E9-1-1

database.

* Earned "Above and Beyond Employee Award" for efforts as Business

Operations Analyst.

Education

Masters of Business Administration, 2002 - UNIVERSITY OF NORTH CAROLINA,

Chapel Hill, NC

Bachelor of Arts, 1996 - UNIVERSITY OF WASHINGTON, Seattle, WA

. Professional Training: Microcomputers & Networking, 9-Month Course,

University of Washington

. Technology Summary: MS Office, MS Project, Remedy, Visio, SS7 Protocol

. Professional Certifications: PMP, CSM

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