Project Manager Customer Service

Yolanda Veal

** ****** *****

O'Fallon, MO *****

314-***-**** . ********@***.***

Summary of Qualifications

Hardworking, disciplined, and motivated Project Manager with 15 years of

extensive experience in all aspects of the telecommunication industry.

Excellent planning, organizational and administrative skills combined with

proven strengths in effective Project Management with a history of

finishing projects ahead of schedule while increasing the company's bottom

line.

Key attributes:

. Possess exceptional communication skills and recognized as the "go-

to" person for a broad range of issues and concerns.

. Strong networking skills with a commitment to professionalism and a

job well done while thoroughly enjoying a challenge.

. Committed to providing the highest level of customer service.

Professional Experience

AT&T - ST. Louis, Missouri

2010 - present

Software Lead Project/Program Manager

Accountable for the overall success or failure of the associated product or

non-product development for multi-million dollar projects. Determine Client

Desired Date (CDD) feasibility. Coordinate with the client and project team

personnel up to 35 employees on an ongoing basis and have the complete view

and knowledge of the schedule, scope, work breakdown structure, and costs

(project status) of the project as well as the risks, issues, and

jeopardies. Provide leadership for the Project Team as required to achieve

the goals of the team, including but not limited to:

. Planned, organize, and manage the project schedule, task

dependencies and duration, and team resources.

. Conducted analytical procedures on financial data, spread

financial data, and calculated financial ratios to determine IT

Governance compliance.

. Effectiveness at balancing the competing demands of multiple

projects.

. Provide general administrative leadership to the Project Team

and Auditors driving tasks to completion, scheduling meetings,

conduct Kickoff, developing and providing agendas, issuing

meeting minutes, and managing decision gate voting for each

phase of the project.

. Ensure appropriate business and system requirement documents

along with project and delivery plans are approved and baselined

as required per milestone.

. Manage Change Request process to assist the team in assessing

impacts, approvals, and funding.

. Determine the project status, based on comprehensive input from

the Project Team, and communicate the project status to all

stakeholders.

. Direct the Project Team on next steps for the projects whose

progression is halted, which can occur for a variety of reasons.

. Provide appropriate upward Project status communications to

Senior Leadership within the organization.

. Perform closeout activities at the conclusion of the project

including archiving the applicable documentation, ensuring the

project is no longer active within the portfolio and project

management tools, and apprising all applicable stakeholders.

. Developed process for customer scorecarding, following up with

clients to determine satisfaction with products, delivery times,

and customer service. Developed a spreadsheet to record and

track response.

Sprint - St. louis, Missouri 2000-2009

Implementation Project Manager II

Served as Lead of Implementation Team single point of contact for

addressing customer issues. Assisted Sales force in product presentations

for prospective and current clients. Supported both domestic and

international clients infrastructure. Promoted to Project Manager after

only two years as a System Implementation Specialist. Nominated for and

awarded a variety of Employee Recognition Awards.

. Administered both domestic and international core networks that

included OCN, DS0-3, Frame Relay, ATM, IP, MPLS DSL, Ethernet,

Private Line, VPN, ISDN, POTS, VOIP, WAN and LAN solutions along with

CPE management of Cisco and Nortel hardware.

. Coordinated with local access carrier for delivery of services to

Fortune 500 companies; received/placed order and secured date of

service for customer.

. Monitored circuit delivery orders, researched/resolved issues and

worked with providers and vendors to meet all milestones.

. Provided detailed status reports to the customer with progress of

each site implementation including loop delivery date and equipment.

. Worked with customer to ensure site readiness, addressed and resolved

issues and challenges that may impact delivery dates working closely

with management on escalations to ensure high quality customer

service.

. Oversaw all administrative details to ensure flawless configurations

by scheduling domestic and international conference calls to confirm

all technical parties were available at the time of the test and turn-

up phase.

. Handle operational turn-up call and customer acceptance of circuit

along with all post turn-up maintenance that included moves, adds,

changes, and disconnects.

. Prepared and presented progress reports highlighting current

inventory, outstanding issues, and future opportunities.

. Facilitated, tested, and implemented the customer's Disaster

Recovery/Backup plans with our systems ensuring we were meeting

service level agreements.

MCI Worldcom - Town and Country, Missouri 1998-2000

Circuit Design Provisioner II

Responsible for troubleshooting and LEC Coordination

. Provided provisioning and circuit design support for T1 and T3

equipment.

. Worked with provisioning databases in order to support critical

maintenance function typical systems include AS400, Novell, LEC GUI,

CSR and TCOMS.

Ameritech - St. Louis, Missouri 1994-1998

Senior Wireless Consultant

Helped existing as well as new customers in the purchase and selection of

services and products.

. Processed customer bill payments effectively and answered basic

questions regarding customer service.

. Communicated with customers effectively providing them information

regarding products, services, equipment training and usage, billing

procedures and feature functionality.

. Made outbound calls for prospecting opportunities and customer follow-

up.

. Selected by management team to train all retail staff members on ACES

inventory tracking system; facilitated training sessions for the St.

Louis market encompassing over 200 employees.

. Performed back office duties effectively including accessory stock,

inventory and repair.

Express Scripts - ST. Louis, Missouri

1992 -1994

Client Support Specialist

Responsible for ensuring high quality service delivery to members and

clients in a cost effective manner.

. Day to day contact with clients for issue resolution by handling

inbound calls and written correspondence while maintaining

service levels. Made independent judgments in order to respond

to complex or critical customer issues.

. Maintain accurate and complete documentation of all inquiries.

. Ensure that all patient orders are completed on time and to

exacting specifications while resolving patient customer service

issues.

. Work with other operational departments to research and resolve

claim issues and respond to clients, service delivery managers

within performance delivery guidelines.

. Worked effectively in high-pressure, demanding environment,

consistently earning excellent performance reviews.

. Handpicked to handle top tier patient accounts.

Education

Candidate for Bachelors of Arts Degree, Communications/Mass Media - May

2011

Lindenwood University - St. Charles, Missouri

Professional Development

Received a variety of product training in addition to self -study, training

and certification courses, employer in-house study, and "on-the-job"

training.

Computer Skills

Windows Vista ( MS Office ( Word ( Excel ( PowerPoint ( MS Outlook (MS

Project ( Visio(SharePoint (Internet (MAC OS ( PRISM (project tracking

tool) ( Granite.

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