Janet Oliver

ad31cm@r.postjobfree.com

** ************ *** 202-***-**** (Cell)

Dallas, GA 30132 linkedin.com/in/janetoliver

PROJECT MANAGER OPERATIONS MANAGER AREA MANAGER TEAM MANAGER PROGRAM MANAGER SOCIAL MEDIA STRATEGIST CUSTOMER SUCCESS MANAGER I am seeking a senior management position that will utilize my areas of expertise. I offer diverse experience in workplace planning strategies, area management, project management, and social media platforms. Results-driven with a solid history of effective high-level problem solving, analytical thinking, including executive and enterprise support. Effective communicator with strong team building skills and the ability to coordinate cross-functional teams to accomplish objectives and meet critical deadlines. Areas of Expertise:

• Strategy & Execution

• Wireline Networking

• Project Management

• Quality & Performance

Improvement

• Crisis Management

• Test Resolution & Execution

• Management/Operations

• Systems Enhancements/Integrations

• Client Relationship Management

• Team Leadership/Team Building

• Coaching & Training

• Budget Planning

PROFESSIONAL EXPERIENCE

AT&T

Senior Social Media Operations Manager, Washington, DC Oct 2016 – Oct 2023

• Partnered with AT&T organizations Legal, Branding, Corporate Communications, Product Management, and Digital Experience to create timely and engaging content for AT&T Social Media business platforms and correlated metrics to impact on business goals.

• Packaged Digital First content to promote to business customers self-servicing tools increasing adoption and resulting in call deflection and correlated activity using PowerBI and Google Analytics.

• Owned strategy for the AT&T Business Care YouTube channel, Twitter Business handles, Facebook and Business Forums.

• Oversaw the day to day and customer experience of AT&T Business Community Forums, Twitter, ForeSee surveys, Verint customer engagement automation including interaction with call center teams.

• Led cross functional teams, social listening and customer engagement interactions via our different social media channels.

• Performed root cause analysis for any high impact, repetitive issues and top call drivers via social media venues and presented recommendations to leadership.

Professional Project Manager, Washington, DC Oct 2010 – Oct 2016

• Responsible for all aspects of project/program management, such as planning, coordination, development, and implementation; including the financial implications while prioritizing work, resources and time.

• Worked with corporate communications and legal on a daily and weekly basis for business customer escalations to ensure appropriate responses and messages were delivered to business customers.

• Managed the implementation of solutions/recommendations that were obtained from the deep dive analysis.

• Worked with process teams to create and update supporting knowledge base articles for business.att.com.

• Provided support and ensured the smooth execution of the assigned projects and worked closely with stakeholders and experts to define project goals, set milestones, and create plans.

• Tracked progress, and kept everyone in the loop with regular updates making projects ran successfully by managing resources, promoting collaboration, and achieving the desired outcomes in line with our organization's objectives. Account Manager, Atlanta, GA Aug 2005 – Oct 2010

• Expanded customer portfolio into new product areas and functioned lead expert and SME liaison over 25 assigned accounts.

• Advised and consulted with clients to leverage RFP expertise to optimize their business and reduce G&A expenses.

• Responsible for meeting team revenue targets within projected timeframes including internal stakeholder management.

• Identified, analyzed, and interpreted trends or patterns in complex data sets, identifying patterns and relationships across multiple industries to develop meaningful recommendations for clients.

• Led problem solving with proactive diagnosis and resolution of issues which could affect relationships with AT&T and clients and the success of projects.

• Identified, tracked, managed, and resolved client issues and provided leadership and mentored direct reports. Vendor Manager, Atlanta, GA Aug 2001–Aug 2005

• Managed vendors with budgets over $2M from contracting to provide total bundled solution to AT&T business customers including the development of 50 customer microsites tripling traffic over a 5-year period.

• Provided business updates and recommendations to senior level management as it related to vendor operations and created and delivered necessary training to vendors to support new products & offers.

• Developed and maintained strong relationships with subcontractor leadership teams and managers, ensuring that contractual requirements were met or exceeded.

• Acted as the advocate for vendor partners in RFP feedback, conflict resolution and Business Solution Development activities.

• Grew business with vendor partners, created opportunities, tracked industry developments for competitive advantage, and oversaw strategic relationships with vendors at the Director & VP levels. Data Networking Account Executive, Charlotte, NC Feb 1996–Aug 2001

• Grew 50+ existing AT&T accounts in module and supported 25 wireline Account Executives to sell AT&T data solutions including Managed Dedicated Internet, Broadband, MPLS, Voice, SD-WAN, Security, VPN services exceeding quota over 150% year over year.

• Responded to RFPs and sold to acquisition customers new to AT&T and owned all phase of pricing, contracting, implementation and billing.

• Demonstrated extensive knowledge of AT&T’s wireline products and partnered with customers and 3rd party vendors contract vendors to be AT&T Authorized Vendors and train vendors to understand business needs to deliver solutions including international.

ADDITIONAL RELEVANT EXPERIENCE

The Home Depot, Atlanta, GA - Networking Operations Center Manager Atlanta Committee for the Olympic Games, Atlanta, GA - Operations Manager Central Intelligence Agency, Langley, VA - Field Systems Officer EDUCATION

Bachelor of Science in Computer Science – University of Georgia Masters in Marketing (MBA) – University of Maryland TECHNICAL PROFICIENCIES

Platforms: Windows XP, NT, 11, Vista, 7, Mac OSX, Microsoft Office Suite Skills:

Quality Assurance, Survey development and implementation, VPN Tunneling, multi-vendor software and hardware compatibility, Management of time and personal, Able to work in a self-directed/team environment with multiple projects simultaneously. Social Media: Facebook, Twitter, YouTube, Instagram, Pinterest, Google+, Sales Force, Radian6, HootSuit, Social Studio, LinkedIn, Sprinklr.

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