Project Manager Program Management

Tami L. Abel 404-***-**** cell • ********@*********.*** • LinkedIn Profile

Transformational Customer Operations Leader Employee & Customer Experience Strategist

Strategic/Transformational/Analytical/Innovative/Results-Oriented

As a Transformational Customer Operations Leader with over 16 years of experience in program management, I specialize in driving sustainable growth for Fortune 100 companies. I leverage voice-of-the-customer insights to shape strategic planning, delivering measurable customer and employee satisfaction and ROI improvements. My expertise extends from global change management to building centers of excellence that enhance employee and customer experience. Having successfully influenced senior stakeholders, I ensure alignment between strategy, brand integrity, and regulatory compliance. I'm not just a strategist; I deliver results, evidenced by contributing over $6B in annual revenue, achieving P&L targets, and elevating sales by approximately 40% in a multi-state region.

Skills and Core Competencies

Strategic Planning: Tripled customer satisfaction survey response rates by developing and implementing an enhanced transactional survey.

Project and Program Management: Managed cross-functional teams on multiple complex projects simultaneously, delivering end-to-end solutions with execution excellence.

Change Management: Transformed customer care operations from reactive and standardized to best-in-class, driving employee and customer retention rates.

Customer Retention/Loyalty: Partnered with J.D. Power to develop a roadmap that maximized and sustained high customer satisfaction and NPS scores.

Communication Strategy: Directed governance and executive communications to ensure 100% regulatory compliance, strategic alignment, and brand integrity.

Global Operations: Partnered with BPOs to create an optimum omni-channel experience.

Process Design and Execution: Built a center of excellence for streamlined business processes, driving digital transactions to 80% and reducing operating expenses.

Product Marketing: Contributed over $6B in annual revenue through meticulous planning and execution of strategic product launches and pricing actions.

Employee Experience: Used Transformational leadership to maximize performance and productivity, leading to routine promotions and growth assignments for talented direct reports.

Executive Communications: Led staff for the Chief Customer Operations Officer and launched a dashboard to track key KPIs, maintaining focus and alignment at the executive level.

Relationship Mastery: Successfully partnered with cross-functional teams and 3rd-party vendors to deliver high-growth performance results

Problem Solving: Achieved sales and profit objectives by identifying opportunities for revenue growth and reducing operational inefficiencies.

Collaboration & Negotiation: Increased sales by approximately 40% in a three-state region through successful partnerships and negotiations.

Adaptability / Flexibility: Drove digital transactions to 80% by adapting to market trends and implementing technological solutions.

Innovation: Created technology solutons to facilitate onboarding and retention of employees, fostering a culture of innovation and continuous improvement.

People Development: Built diverse teams and developed high-performing managers, directly leading to their routine promotions and growth assignments.

Coaching & Performance Management: Achieved record-breaking contributions for charitable causes based on unprecedented sales results through effective coaching and performance management.

Executive Career Progression

AT&T 2006 – 2022 Director, Project & Program Management

•Experienced Customer Satisfaction Leader: Tripled customer satisfaction survey response rates by launching an enhanced transactional survey. Partnered with J.D. Power to develop a roadmap for delivering world-class service and maximizing and sustaining high customer satisfaction and NPS scores.

•Global Change Management Expert: Transformed customer care operations from reactive, standardized practices to a best-in-class model, increasing employee and customer retention. Executed strategy while working simultaneously with vendors and cross-functional teams on multiple complex projects.

Director, Project & Program Management continued…

•Influencer of Senior Stakeholders: Led the staff for the Chief Customer Operations Officer and directed governance and executive communications to ensure 100% regulatory compliance, strategic alignment, and brand integrity. Launched a dashboard to track key performance indicators (KPIs).

•Planning and Execution Strategist: Built a center of excellence for streamlined business processes and delivered technical solutions and digital platforms. These initiatives simplified the employee and customer experience, increasing digital transactions to 80% and reducing operating expenses.

•People Development Mastery: Structured, hired, and developed diverse teams of high-performing managers using transformational leadership. This approach maximized performance and productivity, leading to regular promotions and growth assignments for talented direct reports.

BellSouth, Atlanta, GA (purchased by AT&T) 1989 – 2006 Sr. Manager, Product Marketing

•Maximized Product Portfolios: Contributed over $6 billion in annual revenue through effective life-cycle management, strategic product launches, and pricing actions, exceeding sales and profit objectives. Consistently met P&L targets.

•Managed Business Case and Regulatory Requirements: Oversaw the development of business cases and regulatory requirements for new product launches, product enhancements, and promotional offers. Secured an unprecedented volume of regulatory approvals, enabling differentiation from competitors.

Johnson & Johnson, Charlotte, NC 1986 – 1989 Territory Manager

•Led Product Positioning and Promotions: Managed product positioning and promotions for Baby Products, Dental Care, and Health Care Divisions across a three-state region, resulting in a 38% increase in sales.

•Coordinated Local Sponsorship Activities: Organized local sponsorship efforts for the Children’s Miracle Network and Domestic Violence Prevention programs, raising record-breaking contributions for these organizations.

Education

University of South Carolina, College of Journalism Bachelor of Arts, Advertising and Public Relations

Executive Masters of Business Administration, Graduate Studies

Technical Skills

Proficient in MS Office 365: Skilled in using Microsoft Office 365 tools, including Word, Excel, and PowerPoint.

Licenses & Certifications

SCRUM Fundamentals Certified (SFC)

Licensed Real Estate Sales Person

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