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Manager Program

Lee's Summit, MO
September 29, 2018

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Tracy A. Nagel, GWCPM

816-***-**** Lee’s Summit MO 64064


Highly experienced project and program manager with demonstrated expertise in determining project objectives, organizing and arranging resources and ensuring smooth pace and on-time delivery of assigned projects. Proven ability to collaborate with cross functional teams to meet joint objectives. Adept at conceptualizing and executing programs from start to finish and managing milestones while adapting to changes and shifting priorities.


Sprint Corporation, Overland Park, KS 1999 - 2018

Program Manager & Team Lead, Wholesale Operations Support, 2008 - 2018

Managed day to day operations on behalf of the Dispute Management Team for Cable, Mobile Virtual Network Operator (MVNO), Access and Reciprocal Compensation customers. Developed, maintained, and managed detailed project plans, action item registers, and major milestone timelines for all assigned projects. Created and maintained process workflow documents to support business needs.

Collaborated with Product Management, Billing Services, Finance, and Contact Administration groups to recoup unrealized revenue of $10M annually.

Partnered with finance teams to ensure reserve amounts are adequately maintained and sufficient for our department. Initial reserve amounts were set at 75%, which have been successfully reduced to 2%.

Collaborated with Billing Services and 3rd party vendors to perform business requirements analysis, functional design, getting user signoff on project deliverables.

Ensured all Transition and Transformation Project Plans are consistent, congruent, and integrate with the overall Clearwire wholesale billing during merger. Led and managed the execution of the Project Plans.

Managed the decommissioning of Access/Carrier Access Billing System including manual clean-up of the billing platform and working with Vendor and internal groups to determine what would be recoverable.

Performed internal account audits on 250 MVNO accounts. Researched any discrepancies and validated billing.

Program Manager Cable Billing & Media Operations, 2003-2008

Collaborated with operational and technical internal departments to coordinate timing and resource requirements to ensure successful project completion.

Conducted PMO level project governance audits of all projects managed by the implementation team; audits consisted of quality and audit checks of project charters, monitoring adherence to requirements, performance measurement baselines, project plans, deliverable validation, documentation, and change control.

Established methods and procedures for working with a new vendor during conversion and implementation of new Carrier Access Billing System (CABS).

Tracy A. Nagel, GWCPM Page Two

Created new accounts for Access Billing, managed dispute resolution and rate implementations for CABS.

Requested and was given responsibility for communicating to internal Vice Presidents and led team on Access Billing issues and revenues.

Created project plans, budget, project analysis, project tracking reports, risks management plans, and resource allocation monitoring as well as quality audit reports.

Organized, documented and deployed methods and procedures for internal team including, media, billing, Customer Account Record Exchange (C.A.R.E.) and disputes.

Researched, designed, and developed product, system and transition requirements to ensure cost-effective services and business objectives were met.

Program Manager & Team Lead, e Solutions, 1999 - 2003

Represented the group for implementations of all e Solutions customers (500). Responsible for managing incoming calls and trouble tickets for web hosting and colocation customers in a 24 x 7 call center facility.

Ensured that all contract requirements for new customer implementations could be met for reporting and day to day operations.

Created all documentation required by staff to support the customer base.

Provided training for 30 staff members in 2 separate locations on methods and procedures that were documented.

Worked on a cross functional team to design and implement new ticketing/reporting/monitoring systems.


Bachelor of Science (B.S.), Business Management

Park University, Parkville, MO


Master’s Certificate in Project Management

George Washington University/ESI International

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