Manager Project

Georgia Joan Robertson

San Francisco Bay Area, CA 415-***-****

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

Telecommunications Project Manager

Dedicated to Operations Support with Project Management, Training, and Process Design

Excel at creating and implementing operational plans and strategies using strong communication, presentation, analytical, and problem solving skills. Work with IT across various groups, levels, and locations to champion change requests to deployment, including conducting testing, solution defects throughout the entire release schedule. Evaluated existing processes, conducted gap analysis / process improvement and developed action plans to change and / or remediation within industry standards and guidelines.

Expertise in:

Operation Support Project Planning Strategic Planning Troubleshooting

Quality Control Forecasting Scheduling & Planning Tracking Results

Professional Experience

SPRINT, San Francisco Bay Area, CA 2011 – 2016

Project / Program Manager III

Ensures call center readiness, including identifying issues, create solutions, manage operational effectiveness processes, policies, input to training development, customer experience flows, and remove barriers. Manages self-service initiatives from development to deployment, including communication to call center organization by Sprint / Virgin Mobile / Boost Mobile.com upcoming changes and enhancements, and identified .com issues and opportunities to reduce call center call volumes and drive adoption. Participated in new device testing to identify process and training impacts.

Managed self-service email tool which increased customer self-service transitions and decreased call center contacts, saving company revenue.

Added additional agent tool transactions and improved customer mobile device self-service transactions aimed at reducing agent handling time and deflecting call center calls to save the company money through Virgin Mobile Data Done Right launch and Care support, Customer migration from EAI platform to SaaS.

Oversaw Network Vision and iDEN Retuning / Migration, IDEN Shutdown, implementing IDEN call center queue to support customers who required special handling for migrating from old network.

Implemented Virgin & Boost Mobile Applecare+ to support Virgin & Boost Mobile iPhone launch which generated new revenue stream.

Managed all Marketing and Legal messaging / communication campaigns and customer self-service processes and programs, adhering to legal requirements, deflecting call center calls, and increasing revenue.

UNITED INFORMATION TECHNOLOGIES, Tampa, FL 2009 – 2011

Training Manager (Contractor)

Delivered new hire class room training of Verizon Wireless products and services to 75+ Customer Service Reps and Team Leads in North Lauderdale, Florida. Delivered new hire broadcast training of Verizon Wireless products and services during new call center ramp to 4 different classes ranging from 30 – 45 Customer Service Reps in Orlando, FL.

Georgia Joan Robertson *******.*********@*******.*** Page Two

UNITED INFORMATION TECHNOLOGIES (Continued)

Mentored new hire employees who were promoted to various management positions such as, Team Lead, Training, and Work Force, building employees capabilities to excel in the company.

Participated in daily and weekly meetings involving several workgroups and leadership, ensuring coordination across several teams to evaluate existing processes, conducting gap analysis / process improvements, and developing action plans to change and / or remediation within Verizon Wireless standards / guidelines.

Presented new hire classroom training for system cutover of wholesale ordering for basic and complex products to 19 service reps and Team Leads at TeleTech in London, Ontario, Canada, providing new employees with skills and capabilities to process new orders and troubleshoot issues towards resolution.

Increased knowledge, confidence, and problem solving skills to 70 new hire service reps by providing call center floor support to assist with customer calls through coaching, building confidence, and answering additional questions following initial training.

Provided contingency procedures regarding system errors to new hire reps and provided input to various IT teams for process improvement based on industry standards / guidelines, enabling team to overcome unexpected situations.

AT&T, Internet Operations, San Ramon, CA 2006 – 2009

Senior Project Manager

Project managed negotiations of new and revisions to various contracts with procurement, call center managers, vendor management, training, methods, and procedures regarding impacts to 700 on-shore (US) and off-shore (India, South America) customer agents.

Project managed off-shore / on-shore Internet Services Customer call center transition of Vendor hosted DSL and Dial IVR to the AT&T Corporate IVR. Business case to host DSL and Dial IVR call traffic on an internal AT&T IVR platform was driven by projected savings of $1M per month and benefits of consolidating all IVR capability within 1 system.

Project managed process improvement / gap analysis initiatives, assisting with customer satisfaction and deflect Tier I calls in the South East 9 state region with no budget to support IVR changes.

Coordinated Business Contingency planning for 410 internet managers across 13 groups for possible work stoppage of 710 off-shore and on-shore bargained employees and led communications for all internet groups while completing project on time and under budget.

Implemented DSL Up sell Pilot leveraging 2 existing sales referral programs which developed a new revenue stream in the internet on-shore and off-shore call centers which generated $13M a year in revenue.

AT&T, Wholesale Sales, Formerly known as SBC, San Ramon, CA 1998 – 2006

Area Manager, Product Process & Implementation

Project managed efforts to define Operation Support Systems – Electronic data interchange (OSS-EDI) / Local Service Request (LSR) front / back end systems, involving cross-functional teams to work system deployment.

Acted as Lead Writer / Documentation specialist for newly developed processes and procedures and revision of existing which included process flows and flow charts.

Supported several external audits by identifying provisioning and billing requirements to adhere to review and avoid millions in penalties.

Project managed efforts to define project management requirements, involving several teams to work towards reducing performance measures remedy payments.

Championed change requests to deployment, including conducting testing, solution defects throughout entire release schedule.

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AT&T (Continued)

Led team to develop Wholesale Voice with DSL a new product which introduced interface from wholesale to internet billing systems which would bring new revenue to wholesale market.

Initiated changes necessary for obtaining approval from Local Change Control Board and Local Review Board to succeed in Midwest OSS testing; analyzed and altered, if appropriate, OSS and service order costs and charges, ensuring OSS consistency in 13 states.

AT&T, Retail / Wholesale Sales, Formerly known as Pacific Bell, San Francisco, CA

Training Manager

Awards & Achievements

Received various awards for work performed on the following projects; Virgin Mobile Custom, IDEN Network Shutdown, Boost Marketing Promotion, iPhone launch, Do not contact tool, and Prepaid Buyback Program

Received Sprint Highest Employee Award nomination (Crown Club) for work performed on IDEN Network Shutdown Project

Education

Project Management Academy PMP Preparation – Completed, Scheduled for PMP Exam – 09/2016

Operations, Computer Learning Center

Project Management Professional, International Institute of Learning

Business Management, University of Phoenix

Corporate Training

AT&T, Sprint, Verizon and Fairpoint Telecom Legacy Systems; HTML & Web design; Certified Training Instructor, CRM, EDI, FileNet / Panagon, Information Mapping; Microsoft Office Professional; Office Ergonomics; Office Safety / First Aid; Operation Support Systems, Microsoft Project, Project Management, Snagit; Training Course Development, Zendesk, JIRA, Verizon Training Certification

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