Project Manager Quality Assurance

Brandy Harp

** ***** **** ***** abnw1x@r.postjobfree.com

Little Rock, Arkansas 72223 501-***-**** mobile

BUSINESS PROFESSIONAL with recognized success leading operational teams to design and implement

projects that deliver savings and maximize results.

PROFILE

Offer more than 13 years of progressive telecommunications experience with expertise in strategic

planning, operations, project management, process improvements, cost controls, and quality assurance

Accurately analyze operational performance to develop and implement customized improvement

strategies that result in significantly increased productivity, efficiency, and profits

Dynamic organization, prioritization, and time management skills; consistently achieve critical deadlines

Strong management experience and solid record of training and directing top-performing support teams;

strategically plan and coordinate workflow and human resources for optimal coverage while containing

labor costs

Facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and

retention

KEY ACHIEVEMENTS

In recognition of outstanding performance, steadily progressed within Alltel to attain key positions

entrusted with steering major projects to improve customer satisfaction, streamline procedures, control

costs, and increase revenue

Successfully managed Alltel’s $34 million 18-month billing consolidation project affecting 4.6M

customers throughout 10 states – the new, single platform allows for improved transaction time and up to

$40 million in annual savings; cited for superior execution and completed project on time, under budget,

and with minimal interruption or impact to business operations

Increased gross adds by over 500K and $2B in customer value over a 30-month period by creating My

Circle, a unique product that differentiated Alltel from its competitors; project included an emphasis on

customer self-service with online account access, thereby reducing front-line labor costs

Led Alltel Operations Support Team in deflecting call volume by improving web-based services and

interactive voice response (IVR) technologies; directed three-year project that garnered $7M in savings

during the first year alone; project included computer telephony integration (CTI) to quickly provide

service representatives with customer identification and account information

Established customer-focused call center philosophy of “Earning the Right” to up-sell Alltel products and

services only after satisfying the customer’s initial needs and created a customer contact analysis tool to

assist representatives in identifying specific sales opportunities; project led to $3M in increased annual

revenues in year one

Managed multiple AT&T departments including customer service, office services, training,

compensation, technical support, and quality assurance – designed and led staff development, system

implementation, and customer satisfaction projects

Generated increased AT&T call center sales revenues by introducing an aggressive compensation

program linked to representative performance

Brandy Harp

11 Bella Rosa Court abnw1x@r.postjobfree.com

Little Rock, Arkansas 72223 501-***-**** mobile

PROFESSIONAL EXPERIENCE

ALLTEL Corporation Little Rock, Arkansas

Director, Process Development February 2006 to Present

Responsible for assisting executives in leading large projects by creating a strategic vision that aligns with

Alltel goals resulting in a positive return on investment. Cultivate relationships with business partners,

vendors, and technical teams to drive decisions and reach consensus. Execute strategic projects successfully

with quality results while balancing the financial and customer impacts that support an annual development

budget of $29 million dollars.

Staff Manager, Operations Support January 2004 to February 2006

Managed the project management team responsible for supporting front-line employees whose mission was

to increase efficiencies, revenue, and customer satisfaction while striking a balance of operational expenses.

Successfully prepared front-line employees for operational changes by mitigating negative impacts and

coordinating the delivery of effective training.

Project Manager, Call Center Support August 2003 to January 2004

Represented the call center on company-led projects.

AT&T Little Rock, Arkansas

Regional Manager, Call Center Operations October 2002 to August 2003

Managed the following departments: office services, technical support, and six customer service teams.

Project manager for implementing a new recording system to monitor call center phone calls. Developed

and implemented new curriculum for front-line managers (ex: leadership skills, coaching for success, etc.).

Regional Manager, Call Center Support February 2002 to October 2002

Managed the following departments: Quality Assurance, Compensation, Office Services, and Training.

Developed an aggressive compensation program to increase revenue sales in the call center; linked

performance metrics to the compensation structure; and created audit procedures to quantify results. Created

a “nesting” phase of new-hire training to ensure employees received on-the-job training to meet targeted

performance goals prior to completing training.

Quality Assurance: Manager May 2001 to February 2002

Created and managed the Quality Assurance department of eight monitor coaches. Served as project manager

in implementing a comprehensive quality assurance program to measure customer satisfaction. Managed the

external vendor relationship with E-talk.

ALLTEL Corporation Little Rock, Arkansas

Trainer, Quality and Development May 2000 to May 2001

Analyst, Work Force Management March 1999 to May 2000

Technical Support Representative and Team Leader February 1998 to March 1999

Customer Service Representative and Team Leader April 1996 to February 1998

Benefits Coordinator, Human Resources August 1995 to April 1996

Brandy Harp

11 Bella Rosa Court abnw1x@r.postjobfree.com

Little Rock, Arkansas 72223 501-***-**** mobile

EDUCATION

B.A. in Business Administration, The University of Central Arkansas, Conway, AR

COMMUNITY INVOLVEMENT

Board Member, St. James Learning Center Preschool 2008 to Present

Junior League of Little Rock

Interaction magazine: add sales, 2008 to Present

Partners for Hope: mentor, 2006 to 2007

AR Children’s Hospital Nightingales: led game-night to parents with sick children, 2005 to2006

GROW (Girls Realizing Opportunities Within): mentor to under-served children, 2004 to 2005

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