Project Manager Sales

Mary Scott-Gwyn

___________________________________________________________________

Dallas, TX ~ 214-***-**** ~ www.linkedin.com/in/maryscottgwyn ~

abmc7q@r.postjobfree.com

Program/Project Manager

IT translator certified Project and Program Management solutions-driven

professional with 15+ years experience in enterprise-wide project

management, technical solution design and implementation. I have extensive

training and presentation skills to a variety of technical and non-

technical audiences. Managed complex Voice/Web Portal projects ensuring

cost and requirements were met ahead of schedule. The liaison to several

groups such as the High Speed network, Internet technical support

consultants, staff support and 4 IT organizations.

Project Management Program Manger Business Analyst

Marketing Support Staff Recruiting Vendor

Management

Product Trainer Problem Resolution Customer Service

Management

Technologies

. Software: MS Office, Outlook, Word, Excel, Powerpoint, Lotus Notes

. Remedy, SSP, CAD, NX 2.0

. Genesys, Voice Genie (Interactive Voice Portal System)

Professional Experience

Career Coach Consultant, Career Transition Reset Partners

2009 to present

Providing human resources, leadership training, mentoring to hiring

managers and supervisors.

. Trained 75+ City of Dallas employees on interviewing techniques and

best practices

. Conducted 4 workshops, 10+ 1-on-1 coaching sessions contributing to

sound hiring decisions

. Developed Leadership training for 50+ employees

Program/Project Manager, Verizon Telecom Regional Operations

2005 to 2008

Managed client and web developer team upgrading High Speed Internet and

Fiber Solution web content. Team conducted testing, rollout and technical

support to 500 plus internal and 6M users.

. Release Manager: coordinated weekly voice portal project status calls

- improved Self Serve rate from 8.9% to 11.8%

. Achieved goal to reduce call center deflection rate 11-20 %

. Wrote extensive test cases to identify customer trouble resolution

paths

. Conducted user acceptance testing certification on interactive voice

response unit

Project Manager Staff, Broadband eSupport, Verizon Network Services

Managed complex Voice/Web Portal projects ensuring cost requirements were

met ahead of schedule. The liaison to FiOS, High Speed Internet technical

support consultants, staff support and 4 IT organizations.

. Implemented new technical support systems to 10+ High Speed Internet

and 6 Fiber Solution support centers across the US and overseas

. Recognized for successfully leading 10-person cross-functional

implementation team

. Reduced support agent average handing time and first call resolution

by 30 seconds

. Work directly with vendors resources; track project cost, timelines,

and deliverables

Mary Scott-Gwyn (Page 2)

Supervisor, Online Services/Technical Support, Verizon Communications

2000 to 2005

Managed fast growing small business online services provisioning and

technical support. Staffed and supervised 12+ employees/contractors,

involving working with 3 vendors.

. Delivered requirements for a new provisioning system (NX 2.0). This

project minimized labor-intensive manual provisioning processes to

reduce headcount and overhead

. Created provisioning procedures for Small Business DSL secondary

services provisioning

. Developed a migration plan to move DSL provisioning from Genuity to

VOL

. Created a staffing plan and skill requirements working with approved

staffing vendors

. Developed a training manual that is currently being used for new

incoming agents

. Launched and trained 30+ provisioners and sales support team

. Developed provisioning system requirements enabling workload balancing

with Remedy

Project Manager, GTE Corporation/Internetworking

1995 to 2000

Develop project plans for issue management on Internet Call Manager,

Unified Messaging products.

. Develop a testing plan for a end user self provisioning system (Cofee

Core)

. Interfaced with various departments and vendors to conduct issue

resolution

Developed Market Trail test for new Fax product on GTE's secure Internet

Protocol network.

. Budget tracking $500K, vendor management, telecommunications

provisioning, collocation

. Worked with Network Services to install T1's and B1's line for (4)

sites locations

. Created product marketing website

IBM

1993 to 1995

Project Manager

Marketed and maintained IBM's Technical Coordinator Program to 15% of the

external customers.

. Streamlined the process to introduce new qualifying criteria that

determined eligibility for participation in the program.

. Researched and implemented customer suggestion processes and

procedures manual

. Documented all customer related activity and maintained customer

enrollment.

Marketing Support Representative

1991 to 1993

. Coordinate marketing campaigns for inside-sale representatives to

increase sales

. Develop sales contests, training, product rollouts and provide weekly

backlog reviews with Business partner staff.

. Provide critical sales data to sales representatives and sales

management team.

. Key interface to Business Partners for order control and shipment of

computer hardware.

Education

Texas Woman's University, Denton Texas - BS Business Administration

Boston College/SMU, Dallas Texas - Project Management Certificate

Professional Development

. Project Management

. Leadership Training

. Product and Marketing support.

. Writing Clear Business Requirements

. Career Connection

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