Project Manager Service

Over fourteen years of professional experience with AT&T, delivering an extraordinary customer mobility/wireline experience through business partnership, ensuring customer satisfaction and retention are met by establishing strategic partnerships, service delivery, and service assurance. Accomplished customer success management professional with a proven record of achieving growth through excellent interpersonal & account management skills. Strategic, performance-driven individual with strong presentation, negotiation, and communication skills & a passion for fast-paced environments. Excels at winning customer as well as employee loyalty through partnership and execution.

Work Experience

AT&T Atlanta, GA

Universal Service Executive, Service Management, 02/15 to 12/16

This position serves at the point of intake on all critical network related issues on 24 x 7 basis and is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.

Act as the main point of contact for network issues including, moderating a technical bridge, providing scheduled updates to both the customer and internal customers, as well as engaging any specialty groups needed for resolution.

Act as Project Manager of customer projects that fall outside for the National Project Management scope by developing the project scope and a project charter to areas of focus, key deliverables, and timeline.

Develop and manage Service Action Plans (SAP) to correct recurring or longstanding service issues.

AT&T Atlanta, GA

Mobility Service Manager, Mobility Services, 2005-2015

Managed a portfolio of large corporate mobility accounts in central Georgia, maintained strong customer relationships by providing exceptional customer service.

Collaborates with sales, network, operations, and affiliates to develop customer specific action plans to address service issues and or billing escalations, develop service agreements and provide reports/tools to measure performance-based on those agreements.

Lead contract implementation planning to ensure accurate time line projections for all elements of new contracts, renewals, and Request for Proposals.

Train customers on national program processes and applications including their customized Premier Online Store (POS), Premier Online Care (POC), ebill, and Business Direct.

Point of contact for all escalations related to my module, orchestrated proper resources to resolve critical issues related to technical assistance, strategic account management & billing.

CINGULAR WIRELESS Atlanta,, GA

Retail Sales Consultant, 2002-2005

Met assigned sales performance and profitability criteria through business analysis.

Provide management with assistance in the hiring, training, and development of the retail store staff.

Maintaining proper inventory controls through inventory ordering and loss prevention initiatives

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