Operations Customer Care Project Mgmt

Yolanda K. Boone

**** ******* ******, ******, ********** 93611

Contact Number: 559-***-**** ? E-mail: ******@*********.***

Profile Overview

Leadership / Operations Management / Customer Care Communication and

Coordination Performance Improvements Excellent Communication Skills

Type 50 WPM Self Starter Team Player / Team Leader

Proficient in Microsoft Office Suite / P6 / SAP Strong Work Ethic

Flexible Energetic

Strategic Planning and Implementation Report and Document Preparation

Sales and Revenue Expansion

Cross Functional Team Management Training and Development Project

Management Scheduling

Operations / Sales Business Mgr. responsible for daily operations for

a high-volume residential Business Office.

Managed supervisory team of 15 and oversaw office of highly skilled

120 cross-functional Service Representatives.

Reputed for successfully leading the highest ranked Business office in

the state of California for over 36 months straight. Able to mitigate and

resolve issues, re-establish project momentum throughout all stakeholder

tiers including end users, technicians, engineers, subject matter experts

as well as management in both business and/or operations. Rely on

extensive legacy technical background to quickly assimilate new

information technologies within project scope, and organizational culture

to build rapport needed to deliver successfully on projects. Apply Common

Sense Project Management Principles to engender cooperative and

collaborative efforts, deliver business strategic objectives and fill the

end customer needs. Proficient in utilizing MS Office Suite; and Six

Sigma Green Belt.

Professional Experiences

AT&T Apr 1997 - Present

Sr. Project Manager (June 2006 - Present)

. Assist internal clients with obtaining funding for projects benefiting

the Consumer Sales/Service organization. Work with clients to ensure they

follow the correct project management process.

. Train clients on initial and continued use of the internal application

(PMATT), used to track and store financial and required artifacts related

to AT&T projects.

. Collaborate with IT Business Consultants to ensure in depth understanding

of cost estimates to cover with department VP.

. Audit actuals against forecasted spend to determine if client is in need

to either request or return funding. Establish excellent working

relationships with client groups.

. Successfully managed a Portfolio of over $75 million dollars of initial

cost.

. Received positive feedback from clients on handling of portfolio.

. Suggestion to conduct Portfolio review meetings at VP level incorporated

as new practice.

. Created / Updated Schedules for Project Managers via P6

Residential Business Office Sales Manager (Apr 1997 - June 2006)

. Successfully led a team of 8 Coach Leaders and 1 Administrative Manager

responsible for achieving results through Service Representatives.

. Center charged with providing exceptional customer service, answering

billing questions, marketing AT&Ts products and services, handling calls

efficiently and effectively.

. Created an environment conducive to Reps providing service leading to

"Ready to Recommend" customers.

. Asked by our Sr. VP to assume responsibility of a second office, which

was ranked as a lower performing center (Bakersfield). Developed the team

which resulted in a 38% improvement in the center's performance.

. Achieved the honor of winning the Presidents Club award 6 years.

. Ranked #1 on the California Sr. VP. Balanced Job Report over 24

continuous months. Components of the report: Sales; Service; Average

Handle Time; Attendance; Transfer Rate.

. 1st and only Sales Manager to have every Coach and the Adm. Mgr. achieve

Presidents Club within the same calendar year.

. Only California center to rank in the top 5 offices in demonstrating good

attendance. The results were Enterprise wide which made it an even higher

achievement.

. Successfully partnered with the Union. Lots of hard work and mutual

compromise paid off.

Education

Business Administration ? UNIVERSITY OF KANSAS

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