Program Manager

Karen R. Harris

206-***-**** ************@*******.***

SUMMARY

Dynamic and analytical Professional with multiple years of Sales support, Application Support and Program Management experience. Expert at driving results. Proficient at interpersonal skills, team building, strategic planning, project and process management, researching and partnering with multiple teams to ensure success.

AT&T MOBILITY, WASHINGTON

July 1988-June 2016

SENIOR PROJECT PROGRAM MANAGER

November 2015-June 2016

Collaborate with cross functional teams to integrate processes from older application into current Retail application

Partner with Sales, Project Leads, Development and Solutions Architects to drive positive customer experience

Manage and test application enhancements, Release testing, Manage Go/No Go calls to ensure positive Release roll out

Create and execute new product (UAT) and test case scenarios to ensure 100% accuracy

SENIOR TECH MANAGER-Center Tools and Technologies

January 2009-November 2015

Strong management of researching, analyzing and resolving issues for System X

Proficient on providing training to our Sales and M&P Process Partners

Excellent partnering skills with cross functional teams to analyze, and resolve profile and production issues impacting Sales Centers

Strong leader for team projects and lead weekly System defects resolution call creating positive results

Solid leader to drive results in UAT, regression, and testing for System X

SENIOR MARKETING MANAGER-Customer Lifecycle Management

September 2005-January 2009

Partner with our internal IT, Customer Care and Business Groups to maximize business needs and results

Complete and build accurately all SOX compliance, Termination and PeopleSoft requirements for Stream Vendor

Facilitate and document the process flow for our Secure ID processes

Maintain all Telephony routing for our 800# Matrix

Support, Maintain and Manage failure Queue and database hierarchy for System X, Point of Sale System

Coordinate and ensure 100% resolution for all Vendor escalations for Data Entry, Sales and Save Desk issues

LEAD ACCOUNT SUPPORT-Business Markets Group

August 2000-August 2005

Manage projects and solutions for Director of Sales, Sales Manager and 8 CAE’s

Maintain strong relationships with our CMG accounts, manage attachments, contract compliance

Strong knowledge of Cingular/AWE processes, NBS,NBO, R/M

Provide resolutions for escalated data, voice, process issues

Provide Sales Manager and CAE’s with reporting, trending

BUSINESS CARE MANAGER SUPERVISOR

April 1999-July 2000

GLOBAL FEDERAL GOVERNMENT ACCOUNT COORDINATOR

October 1996-April 1999

CORPORATE ACCOUNT-GOVERNMENT COORDINATOR

December 1990-October 1996

Education: North Seattle Comm College; Over 50 internal classes to include: Project Methodology; UAE/SID creation; Professional Selling Skills; Manager’s Trainings; Presentation Skills; Diversity Trainings; Conflict in the Workplace; Focused Interviewing; Service Excellence; Quality Service Skills.

Awards:

Gold Club Winner

Governors Club Winner

Spirit of Excellence Winner

VP Club Winner

Service Excellence Award Winner

Multiple times Circle of Excellence Nominee

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