Project Manager Customer Service

Deborah Wolofsky

**** **** **** **, ********, New York 11210

718-***-**** / ********@*****.***

Summary

A highly accomplished Manager, skilled project manager, and Senior

Specialist

Strengths

Metric Qualification and reporting Large-Scale Project

Management

Data Management Commitment to Quality

Delivers Business Objectives on time and within budget Focus on

customer service

Cross functional Cooperation and Coordination Team Building

Expertise

Strategic Planning Process Standardization and improvement

Staff Management

Project Implementation Technical issue resolution Process

Improvement

Major Accomplishments

* Project manager for the $1.3B Post 9-11 Restoration Project

* Facilitated and documented the policies and procedures for the newly

merged organization

* Coordinated and forecasted the business scope and for augments and new

facility construction

* Served as TL9000 Quality Assurance Administrator

* Winner of the Together We're Better award and the Ovation award

* Cross functional Committee appointments: Major Deals, Non-Standard SLA,

Enterprise War Room

Professional Experience

Verizon 1990 - April

2010

2009 - April 2010 Senior Specialist

* Developed and coordinated standards and procedures for the merged VZ

Telcom and MCI groups

* Researched and analyzed monthly reports, financial and work load to

ensure data accuracy

* Authored enterprise-wide policies and procedures; coordinated issues

within multiple departments

* Managed the delivery of metrics, and performance analytics on a weekly

and monthly basis

* Scrutinized large-scale non-standard SLA proposals to ensure service

quality and performance

2007 - 2009 Manager National Process & Metrics,

* Evaluated and Implemented appropriate policies and processes in support

of varying costing models

* Managed monthly labor budget; ensured group-wide reporting timeliness

and accuracy

* Reviewed IT business cases and requirement documents. Participated in

Beta testing each release

* Work with all levels of management at Verizon in relation to the

metrics and process documents

* Provided administrative budget support with documented capital vs.

expense charges for district

* Ensured Legal and tariff compliance for on-boarding large-scale

customers

* Served as TL9000 district quality administrator

2005 - 2007 Senior Specialist Consultant, Manhattan Restoration Group,

* Technical Consultant and Subject Matter Expert for post-9/11 network

equipment restoration

* Project Managed the rebuilding of the wire center located at 140 West

Street in its final phase

( Defined project scope, requirements and tracked project to completion

* Coordinated clearance of all damaged equipment and wiring located at

140 West Street

( Included the redesign or disconnect of more than 4 thousand circuits

required to clear the associated damaged equipment

Deborah Wolofsky

(continued)

2002 - 2005 Provisioning Manager, Manhattan Restoration Group,

* Managed a 13-member team on the Manhattan Restoration Project for post-

9/11 provisioning

* Monitored, managed and directed all Provisioning

( Assigned required work to each team member, providing assistance

and coaching when required

( Ensured provisioners correctly place circuit orders maintaining a

100% error free rate

( Coordinated delivery due dates and coordinated cut-overs with

Operations and test/turn-up teams

( Reduced errors and eliminated escalations by detailed research and

analysis

* Managed the Southern Manhattan D4 Replacement Project

( Optimized new D4 equipment to gain 300% increased efficiency

( Managed T1 provisioning to coordinate with new D4 installation to

ensure proper utilization

2000 - 2002 Network Manager

* Managed the 8-member Northern Entrance Facility (EF) group, covering NY

and New England

* Supervised multiple projects simultaneously and ensured that all

projects came in on budget

* Tracked third-party carrier facility utilization and provided status

reports to the carriers

* Led quarterly conferences with third-party carriers to plan future

Entrance Facility requirements

* Coordinated with other carriers to get circuits and facilities built on

time

* Increased on-time installation and service turn-up from 60% to over 95%

1998 - 2000 Technology Specialist

* Coordinator and liaison between multiple work groups for all Limited

Services

* Built/Provisioned Entrance Facilities for major carrier expansions and

new start-ups

* Facilitated Major-Sales initiatives including the Police Department, NY

Lottery and FBI

* Received two Wholesale Markets' Together We're Better awards for

outstanding teamwork / support

* Created processes and methods for bringing the Mid-Span Meet service on

line

* Provided all required monitoring and expansion requirements for the

Enterprise DS0 Network

1990 - 1998 Network Facilities Specialist

* Enterprise War Room Committee:

( Managed the Enterprise DS0 roll-out to mitigate losses from the

Private-Line market

( Introduced new technologies and processes geared to satisfy customer

requirements

* Facilitated the New York roll out of new technologies:

* Coordinated Limited-Service Offerings, specializing in unique customer

designs and new technologies

* Implemented the Securities Industry Association Consortium (SIAC) voice

and data networks

* Enterprise Sales Coordinator: Reduced engineering review intervals from

five to two business days

Software / Systems

* Verizon Systems: TIRKS, SCS, FEPS, CCP, CBS/CNE, Engagement Portal,

BARS

* Applications: Microsoft Office: Word, Excel, Power Point, Access,

Streets and Trips, Outlook, Visio, Lotus Notes

Certifications and Education

TL 9000 Certification, 2008, Quest Forum (TL9000 includes all ISO9000

standards)

Bachelor of Science in Mathematics/Computer Science, Touro College, New

York City

Verizon corporate training

Contact this candidate