Project Manager Customer Service

Kathy A. Richardson

act8jb@r.postjobfree.com ● Michigan ● 734-***-****

Project Manager - Operations Analyst

Strategic Planning & Analysis ● Continuous Process Improvement ● Team Leadership & Motivation

Multi-talented Manager with extensive experience and proven success improving operations through creative problem solving, team leadership, collaboration, customer service, and building partnerships. Well-versed in driving projects optimize resources and usher in positive change to enhance efficiency through research analysis, strategic planning, contract negotiations, and decisive leadership to promote top-notch performance and drive business longevity.

Core Competencies

Strategic Business Operations Internal & External Relationships Standard & Guideline Creation

Project Management Analytical Problem Solving Change Management

Strategic Planning & Execution Staff Leadership & Development Presentation of Process Concepts

Full-Cycle Contract Management Research & Requirements Gathering Staff Performance & Coaching

Recommendations & Guidance Continuous Process Improvement Microsoft Office Suite Expertise

Developed standards and guidelines to ensure accuracy, consistent quality, and adherence to corporate objectives

Negotiated contract terms, obligations, rates, and conditions between the company, vendors, and pole owners

Enhanced processing and accuracy by creating online resources to streamline transactions and communication

Professional Experience

AT&T, INC. – Southfield, Michigan – 2011 to 2015

Manager Network Customer Service

Spearheaded planning and task delegation to employees initiating support calls to customers and technicians as well as online chat interaction. Continuously developed staff through training, mentoring, performance evaluations, disciplinary action, suspensions, and terminations. Ensured compliance with strict company quality and regulatory standards. Identified and acted on opportunities for process improvements, problem resolutions, and new ways to provide critical information via comprehensive reports or easy online access. Designed new methods to streamline customer-facing communication. Established standards and documentation to facilitate consistent performance, output, and customer experience.

Key Accomplishments:

Improved accuracy and usefulness of tracking mandatory training for a 250-person group by developing a comprehensive Excel Vlookup table illustrating three key elements such as courses offered during a specific period, list of employees who completed training, and list of employees who still needed to take the class.

Architected and maintained a web-based one-stop repository comprising of most frequently used telephone numbers as well as links to helpful resources and software applications, allowing dispatchers to streamline transactions and providing instant access to vital information from any workstation.

Standardized quick text for chat responses, offering professional consistency along with quick, accurate, and grammatically correct replies in addition to keeping conversations on track.

Consistently met or surpassed targeted metrics for MMSOC compliance, efficiency, effectiveness, and deadlines.

AT&T, INC. – Southfield, Michigan – 2008 to 2011

Manager Network Force Load Analyst

Ensured on-time delivery for U-verse installations and repairs. Gathered and analyzed qualification requirements to ensure all activities aligned expectations for incoming work as well as customer and company specifications. Recommended training to meet existing and emerging needs. Arranged technical and administrative support. Generated reports and maps to analyze and confirm FCC Network compliance, effective technician movement, and other vital metrics. Improved processing and reporting through automation, tool creation, and streamlining to increase efficiency and effectiveness.

Professional Experience (continued)

Key Accomplishments:

Expedited daily reports with well-positioned results while enhancing accuracy and on time delivery.

Developed detailed maps to identify the geographic area using key identifiers to move resources and allow successful asset allocation.

Designed informative ad-hoc reports to automate the morning report process, cutting preparation time by 50%.

Created and launched a checklist for dispatchers outlining tasks and scheduling to meet load balancing requirements as well as a tool allowing them to quickly verify appointment clock availability.

AT&T, INC. – Southfield, Michigan – 2004 to 2008

Project Manager Network & Engineering

Negotiated pole rental contracts between the company, pole owners, and vendors. Interpreted and formulated terms, rates, and specified conditions for contractual obligations. Acted as Subject Matter Expert (SME) for pole rates. Isolated problem areas for pole attachment and collaborated on creating resource guides for field personnel to expedite processing and response to inquiries. Designed web-based tool as a repository for Mid-West contracts, pole attachment rates, billing specifications, and contact information for Joint of Use Poles. Joined forces with electric pole owners and multiple vendors to establish first-class electronic pole attachment system via NJUNS (National Joint Utilities Notification System).

Key Accomplishments:

Collaborated on development of two well-received pocket-sized pole attachment resource guides used by field and staff to pinpoint critical elements and quickly access answers to commonly asked questions, providing a way to remain within the parameters of the agreed upon loading and attachment process.

Advocated automatic pole attachments and modifications through NJUNS, revolutionizing communication between pole owners and vendors.

Appeared and testified as a company representative and SME before the Michigan Senate Hearing Committee regarding the joint use of pole rate calculations, leading to rent stabilization.

AT&T, INC. – Southfield, Michigan – 1999 to 2004

Project Manager Network & Engineering

Oversaw leasing contracts for pole attachments and placements at company-owned underground locations. Directly processed applications and attachment requests. Choreographed preparation with construction managers to gain access to facilities. Initiated improvements to processing, storage, and contracts to promote efficiency and strengthen revenue.

Key Accomplishments:

Resolved problem of losing revenue from hundreds of undeliverable invoices each month by creating a process to confirm client billing data before administering statements - canceling bills where necessary – significantly reducing returned bills by 75%.

Optimized 80 years of archived contracts and billing by revising the system to permit retrieval of critical information, decreasing volume and freeing 60% of additional warehouse space.

Additional Experience

Power Engineer Project Manager, AT&T, Royal Oak, Michigan – 1998 to 1999

Operations Manager Project Manager, AT&T, Livonia, Michigan – 1995 to 1998

Associate Landwell PricewaterhouseCoopers, Detroit, Michigan – 1994 to 1995

Area Manager, Ceridian LTD Arbitron Television Ratings, Livonia, Michigan – 1991 to 1994

Education & Credentials

Master of Business Administration in Business, Phoenix University, Tempe, Arizona – In Progress

Bachelor of Arts in Business Administration, Cleary University, Howell, Michigan – Cum Laude

Certificates Agile Project Management Lean Six Sigma Greenbelt PMP certification class

Memberships Board Director of Zeal Credit Union ● Women of AT&T

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