Kathleen (Kathy) Smith
Alpharetta, GA 30005 Email: firstname.lastname@example.org
Skilled Business Professional and veteran in Telecommunications field with expertise in Project Management, Office Management, Project Coordination, Sales Support, Customer Service, Order Management, Implementation and Service Delivery experience.
Expert in the management of concurrent projects at various project life cycle stages. Consistently delivered On-Time and On-Schedule results while providing customized tracking and reporting for critical tasks. Excellent analytical, organizational, problem resolution and communication skills. Maintained superior working relationships with internal and external customers.
AT&T – GLOBAL PRODUCT ORDERING
Order Specialist/ Project Manager 2012 - 2017
Responsible for end-to-end lifecycle management for the installation of complex Ethernet Network orders. Collaborate with AT&T cross functional teams as well as external vendors, inside and outside engineers, high speed system administrators, sales, and customers. Also interface directly with the customers to facilitate installation and activation of circuits in a timely manner.
•Deliver multiple large projects simultaneously to meet aggressive customer timelines
•Provide status, tracking, and escalation of customer orders
•Initiate Escalation and Expedite Situations to Meet Customer Goals
•Manage Resolution of Rejects and Jeopardies while ensuring all project milestones are met
BELLSOUTH / AT&T
Provisioning Project Manager – Specialist Network Support 2008 – 2011
Delivered critical network projects to include the deployment of data circuits including 600 sites for the highly visible Staples Project adhering to aggressive customer schedule and network demands. Instrumental in defining timelines to manage workflow and ensure on-time deliverables for production readiness.
•Served as single-point-of-contact for diverse technology projects requiring complex network equipment implementation
•Negotiated maximum daily order volumes, intervals, and special handling requests for High Speed, T3 ATM, OCX, PL, shared and dedicated Ethernet services
•Scheduled and facilitated conference calls with Sales, NPM, GPM and Service Management to discuss implementation and expectations for expedited orders and complex projects
•Ensured orders maintain proper priority to meet critical timelines for client needs
•Customized reporting for tracking and managing projects
•Escalated to CAS, Network, Capacity Management as required to meet customer expectations
•Participated in Center’s program by root causing late or long duration orders
Service Delivery Project Manager 2003– 2008
Lead a team of technical resources to deliver on-time communication solutions of Bell South Long Distance Service to Global commercial customers. Responsible for customer satisfaction, customer retention, up-sale and profitability following production implementation. Contributed to successful contract renewals for additional sales revenue and profitability.
•Coordinated service delivery with interface directly with customers for installation of complex voice and data dedicated services
•Delivered life-cycle management to include coordination, tracking and management, provisioning, and installation of services across multiple networks
•Scrubbed all assigned orders including verifying and drawing network diagrams of customer services to ensure technical continuity and accuracy
•Collaborated with external suppliers to ensure that all services were delivered as designed and scheduled
Project Coordinator/Team Lead 1999 – 2003
Instrumental in the scoping of major task and assignments to team members with various product expertise to ensure work load balance and collaboration. Single point of contact for escalations, expedites and leadership communications. Consistently organized teams to deliver optimal customer deployments and 100% customer satisfaction.
•Successfully identified, selected, coached, trained, developed and lead a team of Implementation Representatives with clear goals and responsibilities that resulted over achievement of metrics
•Prioritized assignments, articulating requirements, defined, developed, planned, initiated and completed plans through the use of project management tools and techniques
•Responsible for managing revenue generation through the implementation of a high volume of dedicated services including Frame Relay, Toll Free 800, Voice, ATM, PIP, Data, Pvon and FRASI for timely service delivery
•Tracked, managed and escalated provisioning milestones communicating results to the customer and field personnel via Excel Spreadsheets
•Facilitated weekly and/or bi-weekly conference calls with Account Team and Customer
•Guaranteed timely installation of all dedicated, hardwire long distance services, switched and dedicated
•Deliverable services included Voice, Data, Toll Free 800 and Multi-Point circuits
•Coordinated with internal organizations and sales force for throughout project until final provisioning and cross-connect of active circuits
EDUCATION and CERTIFICATION
Candidate for Bachelor of Science, Business Administration, Indiana University
Project Management Six Sigma Yellow Belt, AT&T Communications
Excellence in Service Award, MCI, INC.