Customer Service Project Manager

CONOVA HAIRSTON PAGE *

CONOVA HAIRSTON

**** ***** *****

Kennesaw, Georgia 30152

678-***-**** – *******@*****.***

www.linkedin.com/in/conovahairston

Summary of Qualifications

Highly motivated professional with 14+ years of experience in Telecommunications, Customer Service,

Billing, Accounts Receivable and Project Management. Results oriented high achiever with a history of

progressive experience committed to handling multiple priorities and increasing operational performance

results in a deadline driven environment. Communicates clearly and effective with diverse populations in

written, verbal and presentation format. Adept at managing people, processes and developing teams that

quickly take on new challenges and work collaboratively.

Professional Experience

Sprint - Atlanta, Georgia

Supervisor (2007 - October)

Managed a team of Project Managers and Business Analysts dedicated to providing operational support for

Business Customer Care through tools, forms and reporting of key performance metrics for seven managers,

two directors and 1200 employees.

• Met regularly with department managers to monitor and evaluate open projects.

• Ensured staff was cross trained to eliminate downtime of reports and projects and minimize delay

during absences.

• Facilitated inter-departmental communication between Quality Assurance, Project Managers,

Information Technology, and Programmers to improve workflow and on-time completion of projects.

• Developed team goals, objectives, standards of performance and policies.

Accomplishments:

• Implemented the department’s first Project Ticketing System, worked directly with programmer to

develop content and design creating transparency, standardized communication frequency and

tracked workloads.

• Developed and maintained methods and procedures using information mapping to improve quality

and operational efficiencies.

• Established surveys to send out to internal customers to evaluate the work of the Project Managers

and Business Analysts to improve quality.

Sprint - Atlanta, Georgia

Supervisor/Program Manager III (1999 - 2007)

Managed a team of eight to twelve account analysts responsible for collections and billing dispute resolution

based on contracted rates for customer based portfolio of 500+ complex accounts with an annual billing

revenue of $750K - $7M. Utilized the Millennium Receivable Solution System.

.

• Responsible for the day-to-day operation: coaching, training, performance monitoring, reviewed

credit/debit adjustment packages for accuracy. Performed annual reviews.

• Prepared, analyzed and presented aging reports and Reserve Study reports by region to Sales,

Finance and Management.

• Worked closely with Sales Managers, Sales Support and Pricing & Contract Analysis to resolve

disputes.

• Prepared process flows utilizing Visio to identify gaps and developed documentation to train

employees.

Accomplishments:

• Developed project plan to reduce the receivables balance by $4M on one of the company’s largest

customers.

CONOVA HAIRSTON PAGE 2

• Raised team quality scores to 96% error-free by leading training sessions and creating training

documents and process flows.

• Gathered and documented functional requirements for the dispute lifecycle to move customer

disputes from excel spreadsheet to a web based application resulting in greater efficiency and

provided management easy access to dispute aging.

• Project Manager for the move of 200+ accounts from Retail Services to Wholesale services.

Education

North Carolina Central University - Bachelor of Business Administration/Marketing

Professional Development

The George Washington University - Project Management Classes

• Managing Projects in Organizations

• Project Leadership, Management, and Communications

• Risk Management

• Scheduling and Cost Control

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