Project Manager Customer Service
Resume:
ARI ROGA
*** ******** ****, ***** ********, New York 11710
Home: 516-***-**** abjx6u@r.postjobfree.com Mobile:
QUALIFICATIONS
Award-winning, results-producing Project Manager with an exceptional track
record in the global telecommunications industry. Innovative and visionary,
as evidenced by repeatedly conceptualizing and designing processes and
systems that save hundreds of resource hours for customers, as well as
internally, often resulting in millions of dollars of increased or new
business. Selected to manage implementations for AT&T's largest Fortune 500
customers, often specifically requested for the Fortune 100 sector.
Outstanding analytical, critical thinking, organizational and leadership
skills. Excellent communication, interpersonal, and customer service
abilities, experienced in presenting to and interacting with people on all
levels of an organization. Flexible and adaptable, willing to travel.
Proficient in numerous technical applications. Fluent in conversational
Spanish.
1 PROFESSIONAL EXPERIENCE
AT&T, Bellmore & New York, New York 1991 - 2010
1 Implementation Service Manager (2002 - 2010)
Job Role
Ensured customer satisfaction by managing ordering and implementation of
$40 million annually of network services to AT&T Signature clients,
including installation, issue resolution and escalation of critical orders
to a higher management level, interfacing with customers and supervising
outsourced ordering.
Apprised customers of progress and deliverables by generating and
submitting customized progress reports.
Collaborated with all levels of AT&T business units, outsourced partner
organizations and AT&T provisioning.
Key Accomplishments
Generated increased revenue and customer loyalty by providing exceptional
customer service to Global Enterprise accounts, all of which were in the
Fortune 500, requested for many in the top 100, such as GE, MetLife, McGraw-
Hill, Best Buy, BB&T, HSBC, Stanley Works, BOA, Wachovia, Textron, and
more.
Saved hundreds of AT&T resource hours and increased customer satisfactions
by successfully championing the use of AT&T e-Ordering for a particularly
large client versus the former method of using account managers as
liaisons, resulting in increased order accuracy and more efficient and
expeditious scheduling of installations.
Protected $4 million in annual revenue and generated additional revenue by
managing installations at 75+ locations for a commercial finance account
conversion of frame relay/ATM network to a VPN (MPLS); led to additional
company business units converting their networks as well.
Added $6 million annually in new revenue by overseeing successful VPN
installations at 80+ locations for a large electronic retail chain; met
customer deadlines and provided a weekly status update on mission critical
events and milestones.
Facilitated a smooth and rapid migration from competitor carriers to AT&T
of 3 major call centers; project was noted by the customer as a good
migration even though project commenced with little advanced notice and
there were services the customer neglected to order, resulting in numerous
change orders and additional orders.
1 ARI ROGA Page Two
PROFESSIONAL EXPERIENCE
(Continued)
AT&T, Bellmore & New York, New York
2 Implementation Service Manager (2002 - 2010)
Key Accomplishments (Continued)
Streamlined ordering processes for a global financial client by eliminating
PDM processing steps and implementing self-developed document that
simplified order requirements.
Delivered a 99.3% on-time average for Nodal orders.
Contributed to closing deals and increased revenue by working closely with
the sales department on new business opportunities and by transitioning
data gathering responsibilities to order specialists, allowing sales more
time to pursue additional revenue.
Saved budgeted expense by working virtually from a home office.
3 Project Manager (1991 - 2001)
Job Role
Directed installation and implementation of $4 million to $20 million
annually in complex network services for large business customers including
T1, T3, dedicated access, advanced 800 networks, virtual networks, and
international services by ensuring on time delivery, order accuracy, and
proper billing.
Supported up to 21 account executives on design and feasibility of network
applications and up to 28 middle market sales branches across the US as an
order specialist; interacted with all levels of customers and within AT&T.
Provided issue resolution between AT&T business units, customers, access
suppliers, and equipment vendors.
Key Accomplishments
Awarded Eastern Region Top Performer.
Directed a project worth $5 million in annual revenue for a large school
system, the 1st INCS (combination voice data service) project from the
Growth Market division of sales, by managing the installation of all voice
services for 130+ locations over an 8-month period.
Significantly increased customer satisfaction and eliminated a substantial
number of AT&T maintenance hours by conceptualizing and redesigning
advanced routing features for 200+ numbers that experienced a high
incidence of rerouting; new plan allowed easy and efficient rerouting to
any of the customer's 4 call centers, where the former plan required hours
spent rerouting the individual numbers from their individual plans.
Provided seamless migration for several large customers from other carrier
networks to AT&T by ensuring no down time for the customers and often
redesigning the network configuration to better meet their needs; one such
migration occurred because of previous history of outstanding support
provided.
Key contributor in network growth from $21,000 per month to $500,000+ per
month as the manager selected to implement software defined network (SDN)
to capture revenue for a new calling card product.
Consistently contributed to new revenue increases by upselling advanced
routing features and designing complex solutions for call routing needs.
Promoted from Technical Consultant to Region Technical SME, then to Project
Manager by responding to customer's needs in designing configuring,
proposing, installing, and supporting large systems resulting in increased
revenue, often as the sole provider for services and equipment.
1 ARI ROGA Page Three
SKILLS
4
Software Applications: Word, Excel, Outlook, Visio
Programming Languages: C, Basic
Operating Systems: Windows, Unix
Networking: T1, T3, OC-3, OC-48, Voice Services, Advanced Routing Features,
VPN, Frame Relay, ATM, MPLS, Switched Digital Services (used for video
teleconferencing and data backup), LAN, ISDN
EDUCATION
QUEENS COLLEGE, Flushing, New York
Bachelor of Science, Computer Science
Numerous training courses through AT&T including coursework in PMP
training.
AWARDS
Regional Vice Presidents Award
High Performance Sales Support Award
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