Customer Service Project Manager

MAGGIE STEINHILPER

*** ******** ******, ** ********, VA 20175 703-***-****

*********@*****.***

SUMMARY

People and task oriented business process and documentation professional with proven success leading data

telecom teams to meet aggressive project goals. Key strengths in training, project management; technical writing,

negotiation, a n d analysis. Customer focused initiator with solid background in project management and process

development. Customer focused international business experience working with project teams . Excellent interper-

sonal and communication skills. Strong leadership skills with the ability to motivate, coach and train others. Very

creative, artistically inclined and skilled in graphic design.

AREAS OF EXPERTISE

Business Proce ss Development Proce ss Improvement

Project Management Technical Training / Writing and Editing

Business Analysis Quality Assurance

Mentoring Programs Artistic Designer

PROFESSIONAL EXPERIENCE

Time Warner Cable 2011 - 2013

Herndon, VA.

Sr. Process Developer / Project Manager / Analyst

Member of the TWC Process Design & Management (PD&M) team managing projects to design and develop Enterprise

wide process and project deliverables, primarily for the Network Operation s & Planning organization. Duties include

project and program management, process improvement, gap analysis, facilitating new process development, documen-

tation and editing procedures to support new product launches and related service s for the Global Network Operations

Center.

• Worked with the Corporate Security and Legal teams to complete a Life Threatening Training and Certification process and pro-

cedures for the Global Network Operations Center.

• Technical writing experience with Adobe Photoshop, MS Visio and online web development tools using standard-

ized Dept. templates and style guides. Knowledge of Computer Based Training (CBT) module development as

well as Captivate and LMS at Time Warner Cable.

• Experience at Time Warner Cable managing the FCC compliance program for reporting Customer Outage Impacts.

Experience planning, writing, editing and facilitating on-line training and certification for the Life Threatening

Training course for the Network Operations Center. Included editing and QA testing for LMS delivery as well

as implementing and tracking the results. Managed and trained remote Regional support personnel in addition

to the Global Network Operations Center.

Service Assurance Engineer / Project Manager / Analyst 2009 - 2011

Member of the TWC Service Assurance Event Analysis team researching and determining root cause analysis on

major service impacting outages.

• Analyzed and wrote a Preliminary and Final Event Analysis Report which was distributed to Executive Manage-

ment for action and business improvement initiatives.

• Completed an average of 12-18 EA Reports monthly. EA Reports were also used to comply with FCC regulatory

and reporting requirements.

Sprint Reston, VA. and Kansas City, MO. 2001 - 2009

Process Engineer / Project Manager / Technical Writer

Led and mana ged project docum entation deliverables for Enterprise project initiatives. Managed an average of 14 data

network projects and completed 75-80 related document deliverables annually . Led corporate wide tea m s in resolving

complex technical issues for service delivery and service assurance projects and new product launche s.

• Led a team of motivated SMEs and Department manager s to complete and adapt a process to migrate to a new IT

platform (MPLS) for data connectivity. Received an Excellence Award for this project.

• Developed, designed and completed a Sprint end -to -end process starting from Customer Sales Acquisition, Service

Delivery and Service Assurance to Customer Care for a new VoIP product offering.

• Develop ed a Service Delivery process associated with a major Enterpri se initiative. This process impacted serv-

ice assurance delivery for the Sprint Carrier Partner product. Used all resources available to resolve issues,

negotiated with teams to reach consensus and final approval.

• Maintain ed the highe st performance stats used to measure project and documentation productivity while in the

Process & Documentation workgroup for Sprint. These stats were u sed to set the standard for mea surement of

the group and Jed to an average of 2 annual awards as well as numerous monthly award s for Customer satisfac-

tion.

• Member of the Sprint Recruiting Tea m which recruited, conducted the Engineering Career Fair and On-Campu s In-

terviews at th e University of Maryland .

Technology Analyst 1996- 2001

Managed and analyzed result s and pro vided documentation support to the Sprint Public Data Service Center work

group s. Provided analysis, reports and documentation tasked to provide exceptional service delivery and assurance to

Sprint 's data Customers. Gen erated report s ba sed upon K ey Performance Indicator s (KPis) on a weekly basis and pro-

v ided a m onthl y report to mana gem ent with the summary results.

• Managed and documented the Service Assurance Web based monitoring Systems - PSN2 Service Monitoring Sys-

tem and the end-to-end NMS Outage Proce ss.

• Collaborat ed with web developers to create and document the Fram e Relay Maintenance Window Activity Tool.

This Tool allowed different IT groups at Sprint, both in Kansa s City and R eston to mana ge system upgrades

and enhancement s more effec tively and with greater efficiency.

• Created and d ocumented the HTML Capacity Reportin g Interface Users' Guide. Converted and

maintain ed the document on the PDSC web site.

• Organi zed, developed and implemented a training curriculum as a Mentor for the Mentoring Program.Work ed with a

n ew A ssociate En gineer to introdu ce the d epart ment' s roles and responsibilities as part of th e pro gram.

Specialist I Analyst, Trainer and Customer Service 1986 - 1996

Led and m a n aged anal ysis, rep ortin g, documentati on and training deli verabl es as a Quality Assurance Reporting Spe-

c i alist, Service Assurance Departm ent Specialist and Root Cau se Analysis Specialist, Trainer and Cu stomer Service

Representative Po sition s.

• Customer Service task force member assigned to docu ment and "brown paper" the Customer Service Process and

ultim atel y locate and dri ve improvement s by identifying gaps. It was estim ated to h ave saved Sprint close to 30

milli on dollar s in operating costs.

• Impro ved new employ ee integration by analyzing the then current Customer Service New Hire Training pro gram

from a standup Trainer's perspective. This suggesti on was implemented and ultimately improv ed Sprint's

training curriculum and winning a J .D. Power Award for Outstanding Customer Service.

• Analyzed Custom er Service contacts to provide business data for customer management. Utilized st ati stical sam-

pling procedures, KPI /FOCUS system, Excel and Word for analysis, report s and project m a n agement for th e

CSG Service R esults and Analys is Department.

EDUCATION

M.S., Education I Athletic Training, Indiana U niversity, Blo omington, Indi ana

B.S., Education I Teaching, Illinoi s State University, N orm al, Illinoi s

CERTIFICATIONS

ITIL V3 Foundations 2011

1983

National Athl etic Trainers Association - Certifi ed Member

Illinoi s Teachin g Certificate - Secondary Level 198 1

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