Project Management In-Person

Patricia Jones-Henry

Winchester, VA area Cell: 610-***-**** ********.*********@*****.***

PROFILE

Proven leader with a consistent track record of developing leaders, establishing/maintaining local and international partnerships, and monitoring systems so issues are immediately identified and resolved. Demonstrating this proactive approach ensures minimal disruption and helps maintain an efficient workflow.

KEY SKILLS

Data/Analytical Analysis

Vendor Management

End User Tool Testing

Cross-functional Coordination

Team/Project Management

Workflow Process Creating

Microsoft Office

Trainer (Remote/In-Person)

Detail-oriented

Verint/Nice/Qatch/Lithium/Sharepoint/Calabrio

PROFESSIONAL EXPERIENCE

T-Mobile USA December 2001 - November 2023

Tampa, Florida

Business Support Quality Analyst October 2017 – November 2023

Primary POC (Point of Contact) between international vendors and internal product end-users

Coordinated with stakeholders regarding the entry and exit of international vendors

Tested programs/tools prior to internal nationwide launch

Created workflow process documentation on systems (which included troubleshooting procedures)

Trained 70+ employees on third party systems (remotely, in-person – which included travelling to sites)

Monitored communication channels for system issue identification, for a quick resolution/work-around

Maintained comprehensive logs of vendor system actions and problems

Quality Coach March 2008 – October 2017

Conducted quality assurance audits which resulted in high performing teams’ month over month

Demonstrated and supported the company’s and department’s vision and values

Served as a role model for those inside and outside the department, known as a “go-to” person for direction/advice

Escalated findings when a legal matter or security risk was observed (incident reports)

Assisted with training employees as well as mentoring those seeking to advance or improve their skills

Took the lead on community relationship projects (Ex: School collection drives and an elementary school improvement project)

Advanced Quality Specialist April 2007 – March 2008

Maintained service level commitments which ensured internal and external call centers received a distributed amount of quality observations

Answered questions and collaborated with management to deliver a consistent message across the department

Conducted call and account research for senior leadership when a customer communicated with them about an issue or concern

Credit and Adjustment Team Lead October 2003 – April 2007

Maintained service level commitments which ensured internal and external call centers received the required amount of C&A reviews

Answered questions and collaborated with management to deliver a consistent message across the department

Conducted weekly calibration sessions with the teams to drive a consistent message across the department

Credit and Adjustment Auditor December 2002 – October 2003

Maintained service level commitments which ensured internal call centers received a distributed amount of Credit & Adjustment observations

General Customer Care Rep December 2001 – December 2002

Delivered world-class customer service by quickly resolving billing disputes and processing account changes

De-escalated call interactions by listening with compassion and making recommendations that increased revenue and benefitted customers

Secured payments on accounts to decrease debt and bring accounts to a current status

EDUCATION

Penns Valley High School – Class of 1984

Spring Mills, Pennsylvania

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