Project Manager Customer Service
Resume:
Arynia Mallory, TSPM
Powder Springs, GA *****
*************@*****.***
PROFESSIONAL QUALIFICATIONS
Proven ability to think strategically and plan proactively in a fast paced, customer focused environment. Powerful oral, written, and presentation capabilities, able to clearly and concisely communicate to executive, business and engineering team audiences. Adept at analyzing and using data to solve complex problems. Detailed oriented, flexible, fast learner, works with minimal direction, enthusiastic about learning new technologies and meets deadlines under pressure. Great team player and works well with cross functional teams. Offering a successful and comprehensive background in Project Management, Implementation, Provisioning, Service Delivery, Billing, Customer Service and Client Relations. Thorough understanding of project management methodologies and best practices. Dynamic Negotiator & Effective Leader. Self-starter with a drive to continuously improve processes and remove inefficiencies. Excellent time management, organizational planning and leadership skills.
Respected, dedicated and reliable.
PROFESSIONAL EXPERIENCE
Pyramid Consulting/AT&T
Project Manager (2012-2015)
Developed, coordinated and monitored project activities, such as scheduling, tracking and reporting
Analyze Data
Client Interface experience, ability to manage client relationships
Overseeing the complete project management process
Coordinate full-life cycle projects and implementation of Switched, Data and BVOIP services
Managed vendor services for installation & provisioning
Documenting and assessing impacts on schedules and budgets, obtaining approval and tracking all changes in project parameters
Responsible for implementing escalation procedures, processes, and follow-ups
Managed large multiple high profile projects with aggressive timelines
Tracking project milestones and adjust to project plans and/or resources to meet the customer’s need
Creating and capturing project requirements, objectives and guidelines
Coordinate circuit pre-test and turn ups with customers/vendors, & technicians for project completion
Supported multiple customers and multiple projects concurrently
Attended activation calls to ensure a smooth network transition and to ensure that all issues were immediately recovered in real time
Utilizing GIOM, USH, Siebel, Clarity PPM, Rome/eCRM, EFMS, LNS, LNP/SMS, SPP, INSTAR, USRP, SAM/EUAM, ICORE, PEARS, IOS, GCSM, SharePoint, Ms Project, PowerPoint, Visio, Word, Excel(VLOOKUP, Pivot Tables) and Shared Drive
Prepare LSR(Local Service Request) for number portability and prepare LNP(Local Number Portability)adds, changes and disconnects
Worked and Trained remotely on internal and external systems
Rollins, Inc.
Project Manager (2012)
Analyze telecommunication invoices and call detail information to verify correct billing and identify cost savings opportunities
Order customer telephone equipment and lines as well as coordinate their installation and monitor their performance
Handle incoming calls/emails/tickets regarding the Billing systems/platforms
Tracks and communicates project progress
Plans and engages project resources
Schedule work to meet completion dates and specifications
Responsible for the development of all project documentation throughout the project life cycle
Interacts with internal/external customers and vendors to resolve billing and service related issues
Evaluates progress and results
Control all project activities for scheduling, estimating, forecasting, budgeting, monitoring, analyzing and reporting cost
AT&T
SBCLD Service Delivery Project Manager-SME, (2008-2011)
Provision orders to Install, Change and Disconnect LD PRI, DVA, DOV, DTFS and STFS
Project Manage the resolution of billing issues, bill consolidations and bill segregations
Increased group efficiency (time and parameter)by 19% assisting with the automation system
Manage ticket queues and facilitate resolutions(s)
Proficient in TBS (Telecom Business Solution-Metasolv)
Proficient in Telegence
Proficient in Remedy
Handle incoming calls/emails/tickets regarding the Billing systems/platforms
Interfacing with multiple vendors to process critical customer requisitions
Received award of Excellence for overall Customer Satisfaction
Bellsouth Long Distance/AT&T
Service Delivery Project Manager, (2002- 2008)
Installation of customers into IXPlus Billing System
Managing escalation process protocol to ensure on time service delivery
Life Cycle Management of pre-installation process, scheduling through turn-up, technical scrubs of requested services
Responsible for updates in SMS database
TBS (Telecom Business Solution-Metasolv) knowledgeable
Design experience in Billing & Provisioning
Cultivate dynamic relationships with other teams to facilitate quality assurance and customer satisfaction
Work as member/leader of on-going projects that are important to area process or improvement. Represent the team on special projects/initiatives
Bellsouth Long Distance/AT&T
Service Delivery Order Specialist, (2000-2002)
Responsible for ensuring the accuracy of all orders keyed into Wholesale/ABS systems
Provisioning of TF numbers
Clones Administrator
Responsible for updates in SMS database
TBS (Telecom Business Solution-Metasolv) knowledgeable
Port Capacity Reporting (Ixtools Administrator)
Apply knowledge of DNIS digits and SMS800 reservations toward assisting high value clients with a variety of account issues through account reconciliation on an ongoing basis
Ability to manage projects
Bellsouth Long Distance
Customer Care Manager, (1999-2001)
Responsible for the provisioning of toll free services with advance routing features
Reconcile on a daily basis all provisioning systems against internal order management systems and data extracted from billing systems
Responsible for the accounting of ported toll free numbers from other carriers and new turn-ups
Manage provisioning process up to and including testing, troubleshooting and customer acceptance
Other responsibilities include: Solving high volume customer discrepancies, and creating weekly spreadsheets on the order volume. SMS certified
AT&T (Electronic Data System)
Customer Service Representative (1998-1999)
Maintained and updated current credit and debit balances for business accounts
Dealt with 75-150 business customers in a fast paced call center
Input data using existing computerized formats
Handled confidential information on a daily basis
Solving customers discrepancies
EDUCATION
Project Management Institute
PMP Certification
Anticipated: 2015
TenStep Academy
TenStep Project Manager
TSPM Certification: 09/2011
Herzing University
Associate Degree in Computer Information System
Graduated: March 1999
References Available Upon Request
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