Project Manager Quality Assurance

Cassandra C. Mattison

Denver Metro Area, Colorado - Email: ***********@**.***

VM: 303-***-**** - Cell: 720-***-****

Professional Ambition

"Energetic Program/Project Manager, Business Analyst and Information

Technology Liaison experienced in managing multi-faceted project teams

through SDLC phases from inception (requirements gathering) through

production implementation of business initiatives."

Education & Professional Development

Masters, Telecommunications Management, Webster University

Bachelor's of Science, Business Information Systems, University of Phoenix

PMI Certification, Project Management Professional (PMP)

Instructional Design and Training Certifications

Highlights of Experience and Responsibility:

. Program Operations Manager/Project Manager for the implementation

Business Initiatives

. Manage and Direct Business, Functional and Information Technology Teams

through Project Life Cycle

. Define and Execute Change Management and Quality Control Efforts

. Business/Systems Analyst and Information Technology Liaison for Business

Units and Information Technology

. Business Consultant and Requirements Analyst for Project and Scope

Definitions

. Lead, Mediate and Direct Stakeholders, Clients and Technical Teams

through Project Discovery and Sign-off

. Collaborator with Technical and Development teams to Implement

Systems/Technical Solutions

. Troubleshooter and Problem Solver across Business Units, Operations and

Information Technologies

. Execute Project Management Communications strategies with excellent

Oral/Written Communications Skills (Presentations, Facilitation,

Negotiation, Technical, Soft Skills, Training; Documentation: Business

Cases, SOWs, Requirements, Charters, Scopes, Design, Proposals,

Presentations, Reports, Recommendations, etc.)

. Establish Data Analytics and Performance Metrics for Monitoring and

Analyzing Business Results

. Experience in Design, Process Flows, IT Systems, Database Management,

Process Improvement and GAAP

. Specialize in Business Information Systems, Telecommunications and

Contact Center Operations - Recent Responsibilities: Interactive Voice

Response (IVR) - Speech Technology - Self-Service/Automated Applications

- SDLC Rapid Prototyping - Call Routing - CSR Operations - Billing/CRM

Systems - Workforce Management Operations - Business Analytics/KPI (key

performance indicators) metrics reporting systems

. Proficient user of Microsoft Office applications including Word, Excel,

Access, PowerPoint, Outlook, Visio, MS Project and other business

applications

Working History:

Lead Program Operations Manager Qwest 2005 to

Program Management and Business Communications 2009

Analyst/Liaison

. Led multi-faceted and technical team efforts through business

requirements and SDLC to improve call-handling efficiency for 14-state

region call centers.

. Directed and managed client and vendor relationships, change management

and communications plans for sponsors, stakeholders, business channels,

product, operations and technical teams from project conception through

production release.

. Served as consultant and SME for IVR/Speech Technology and business

channels improving call routing operations, IVR functionality and

customer satisfaction.

. Led business units and operations teams through discovery phases and

facilitation to solidify project scope, high-level business requirements,

prioritization and approval processes.

. Subject Matter Expert and Business Liaison for business requirements,

technical team collaborations and solutions and project estimates

(including IT analysts, quality assurance, architectures, developers,

systems engineers, integration, vendors, etc.).

. Approved high-level and detail design documents on behalf of

sponsors/stakeholders for SDLC efforts and E2E strategy (including SOWs,

business cases, charters, vendor efforts, technical strategies, time-

lines, etc.).

. Managed and approved quality assurance for on-shore, off-shore, client

and outsourcing testing efforts (systems, user acceptance, regression,

integration, E2E, load, routing, test/production data and release

management).

. Analyzed and researched ongoing business issues, recommended process

improvement, problem-solving, technical resolutions, and change

management based on performance metrics, customer/client feedback,

technical teams and vendor input.

. Defined work force management operations and reporting requirements for

new call routing technology.

. Managed administrative and technical performance of vendor activities and

relationships.

Lead Instructional Designer/Developer Qwest Consumer Markets 2004 to

2005

Managed, designed, developed and implemented training project initiatives.

Performed needs analysis and instructional design for call center sales and

care operations to implement systems, marketing, product, process and sales

training that improved productivity and revenue opportunities.

Lead Performance Consultant Qwest IT Organization 2003 to

Program Manager for IT Technologies 2004

. Led negotiation and mediation for IT organizations and technical training

vendors to support corporate strategies across IT infrastructures.

. Implemented programs resulting in significant cost savings through

effective vendor negotiations (online bidding, customized certification

programs and no-cost advanced training add-ons).

. Managed vendor relationships and synergies across 14-state region to

improve planning and simplify training logistics by providing on-site

setup and technical training.

. Analyzed and identified performance and technical gaps; designed and

developed technical curriculum program to improve technology proficiency

and employee expertise.

. Implemented third party LMS (learning management system) to empower IT

employees to improve, increase and/or refresh skill sets for current, on

demand and upcoming projects.

. Defined IT requirements for technical training contracts, request for

proposals and statements of works to ensure technical requirements were

identified and achieved cost effectively.

. Work closely with IT organizations, managers and SMEs to monitor and

evaluate vendor performance and value added; provided vendor feedback for

process improvement.

Call Center Billing Consultant/Trainer Organic People IT Firm 2001 to

2002

Traveled extensively to manage training efforts for AT&T call center

billing conversions; coordinated with management, operations and systems

teams to ensure successful training and system rollouts.

Project Manager/Technical Trainer Janus Investments 2000 to

2001

Designed, developed and implemented training for enterprise desktop

applications to improve front-line service and knowledge of CRM (customer

relationships management), products, sales and systems.

Education Consultant American FundWare 1999 to

2000

Designed curriculum and technology-based training for product development

for government and non-profit accounting systems; implemented education

strategies and training content for technical writers, developers, CBT

modules, professional services, trainers and resellers to increase systems

knowledge for more efficient usage and sales revenues.

IT Desktop Training Coordinator Sloans Lake Health 1998 to

Care 1999

Designed, developed and implemented employee training programs, CBT modules

and LMS (Learning Management System) to track and develop desktop

efficiency.

Performance Analyst/Consultant Xcel Energy (formerly 1991 to

PSCC) 1997

. Provided consulting, performance metrics and data analysis/trends for

management and engineering teams to improve power plant performance

(operations reporting, benchmark studies, cost trends, government

reporting, power pool agreements, spreadsheet analysis, etc.).

. Analyzed and disseminated industry and process improvement production

strategies; provided end-user education and recommendations to improve

data tracking and reporting efficiencies; stimulated inter-departmental

and national competition via national baseline metrics and industry

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