Customer Service Project Management
Resume:
Irma Yvonne Maxwell
Seguin, Tx. ****5
********@*******.***
Project management skills, including supervisory management and strong interpersonal skills. Root cause analysis, strong analytical skills that enhance process and curriculum development and delivery. Strong order management background to support telecommunication service providers best practices. Excellent verbal and written language skills. Superior proficiency in financial modeling using various budgeting tools. Key contributor in large scale enterprise software projects. Wide range experience in telecommunications billing and customer care solution. Experience in guiding conflict resolutions to achieve win/win outcomes.
PROFESSIONAL STRENGTHS
Operations Management Project Management Curriculum Development
Quality Improvement Process Engineering/Implementation Training Administration
Customer Service Strategies Best Practices Strategic Planning
SELECTED ACHIEVEMENTS
Project Management.
Recruited to provide expertise to ATT Lightspeed Order Management process. Managed the team to
facilitate the identification and resolution of process failures associated with order fallout to the supply chain. Coordinated with interfacing systems SME’s to share process information and prevent further fallout. RESULT: Within 6 months, in spite of a ten-fold increase in order volume, flow-thru processing increased from less than 10% to approximately 70%.
Negotiation, Project Management.
Negotiated updates and revisions to supply chain interfaces and threshholds to facilitate
increased performance. Managed changes to insure that anticipated performance increases were achieved and made recommendations for changes. Developed and tested work-arounds to support interim processing. RESULT: Learned that through the definition of specific requirements and follow-up on the recommended changes, that significant improvements can be achieved.
Project Management, Best Practices.
Managed the use cases and testing scenarios to validate the integrity of new software
releases, including interfaces to upstream and downstream systems. Validated that process flows were supported by documented business/technical requirements. Coordinated with other members of testing team to review final test results. RESULT: Confirmed that by proper planning and a complete understanding of the requirements, that complete systems tests can be performed that will translate to a highly successful release implementation.
Project/Process Management, Training/Employee Development.
Hold the overall responsibility over the performance and
supervision of a team of Business Analyst, Requirements Engineers and Artifact Management. Attract, develop, reward and
retain talent to build and maintain strong, effective, and competent teams and to build their capabilities. Responsible for employee performance, compensation and benefits, engagement, growth and career development. Committed to promoting day-to-day behaviors that reflect the companies core values, maintaining high standards of business conduct, and enhancing social responsibility
Customer Service/Satisfaction.
Led business requirements sub-team to develop new process/interface definition to support R8 implementation strategy. Provided ‘real-user’ expertise to validate and insure that identified and defined requirements will completely support desired capabilities. RESULT: Business requirements were defined and base-lined with detail design development completed with no change request submitted.
PROFESSIONAL HISTORY
AMDOCS 2006- 2017
Senior Consultant
Solution Design Manager
HARCOURT ASSESSMENT COMPANY / THE PSYCHOLOGICAL CORPORATION 2002 - 2006
Team Leader/Reader/Developer/Trainer
SBC / ADVANCED SOLUTIONS, INC. 2000 – 2001
Area Manager- Order Process Improvement & Management
SOUTHWESTERN BELL TELEPHONE 1971 - 2000
Manager – Network – Circuit Provisioning Center, 1979-2000
Manager – Network Engineering – Central Office Transmission Equipment Plug In Center, 1977-1979
Engineering Assistant – Network Engineering, 1971-1977
EDUCATION
Bachelor of Business Studies, Dallas Baptist University, Major: Business Administration
Philip Crosby “Quality is Free” Advanced Training
Numerous telecommunications and management training courses
AFFILIATIONS, ACCREDITATIONS AND AWARDS
Texas Society of Telephone Engineers
Professional Business Women of South Texas
TECHNICAL PROFICIENCIES
Including but not limited to: Excel, Word, Power Point, and Windows
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