Manager Customer Care

Juliana Sagona Long, MBA

**** ******* ***, ** ****** Hills, Ca. 95762 530-***-**** *******.****@***.***

www.linkedin.com/in/juliana-sagona-long

PROGRAM MANAGEMENT / PROJECT MANAGEMENT

Self-motivated and results oriented Program and Project management professional and leader in Information Technology. Successful leader and mentor on global, cross-functional project teams. Strategic thinker driving for tangible results, while delivering an exceptional customer experience and on-time delivery. Excellent skills in financial analysis and modeling. Proven track record in meeting or exceeding stakeholder requirements, deadlines and expectations. Expansive experience managing complex, multi-channel, multi-phased projects, programs and vendor alliances. MBA, Clemson University, Majoring in Finance.

PROFESSIONAL EXPERIENCE

AT&T – Global Business, Sacramento, Ca.

Senior Program Manager & Lead Analyst 1/18-9/19

Perform global metrics for Service Level Agreements (“SLA”) supporting +40 customers located in Asia, Europe, and the America’s.

Daily/Weekly/Monthly management of Global Network Change Requests and Global Incident Management (Sev 1-6 Data and Voice tickets); Perform detailed daily reporting on Operational Metrics in both a data format and PowerPoint Presentation.

Analyze and scrub all daily Severity Tickets and Change Requests accurately to successful or unsuccessful. Dollar implications are applied to AT&T or the customer based on these two statuses.

Perform analysis of weekly Route Cause Analysis on all Sev 1-3 Priority tickets, working closely with Engineers who identify such tickets. Reporting includes details such as: the nature of the Incident, time to repair, and plans to prevent or avoid future Incidents.

Perform Weekly and Monthly Service Level “SLA” Performance Metrics. The Service Level Report supports performance results vs. Service Level requirements based on Missed and Met SLA’s. SLA’s are defined via each customer’s contractual agreement.

AT&T - Entertainment Group and Merger Synergies, Sacramento, Ca.

Senior Program Manager (PMO), Information Tech Portfolio/Financial Management 8/16-1/18

Successfully manage a significant and diverse $64MM portfolio supporting 140 Projects across 35 strategic initiatives (“SI”) within the Entertainment and Merger Group. This portfolio entails high profile corporate strategic projects.

Clients entail: Cricket, Apple, National Retail, Customer Call Centers, and commissions Projects.

Perform financial analysis per Project and SI on a weekly, monthly, quarterly and annual basis.

Financial analysis entails: Analysis of Project actual costs vis-à-vis individual forecasts broken down by management expense, Time & Materials and Fixed Bids for a diverse set of vendors.

Strong analysis of Project Actual results vs. forecasts of less than 3% variance.

Perform executive presentations and dashboard analysis, summarizing the Portfolio by individual project and strategic initiative. Central point of contact for said portfolio.

Based on weekly overruns/underruns and ROI(s), perform strategic planning on the holistic portfolio as well as individual project recommendations regarding which shall progress, stop, defer, or be put on hold to alleviate portfolio financial pressures and cushions.

Manage the entrance of ~ 50 Change Requests totaling $4-5MM in an average month as a positive/negative dollar impact to projects based on return and portfolio status.

Recognized Team Leader who fosters extremely strong relationships with Finance, Account Managers, Clients and Project team members.

AT&T, Sacramento, Ca.

Senior Project Manager/PMO, Information Technology Solutions & Financial Mgmt. 10/12 - 8/16

Manage a $20MM Information Technology portfolio of 20+ projects from client ideation phase and project initiation through the IT project lifecycle, into project deployment and warranty/closure.

Technical project driver partnering with clients to deliver the portfolio including schedule, scope, IT resource management, financials, risk management while successful launching projects within the Program. Leader on portfolio project status.

Provides oversight and leadership on projects within the portfolio (schedule, issues/risks, budget, and resources). Defines project governance and project structure.

Leader on program/project status, software releases vis-à-vis major milestones and business targets. Defines, implements, and facilitates change requests/management.

At ideation, work closely with clients and solution architects/network team to create a vision and creative solution in support of a business strategy/business line/product enhancement, while driving innovation.

Full knowledge and understanding of Clients, their vision and products, and the scope of their projects end to end.

Worked along side of Solution Architects, Application Architects, Account Managers, clients and leadership through the life of the Projects.

Manage portfolio financials by individual project. Monitor monthly, quarterly and annual actual results vis-à-vis forecasts per Project. Worked closely with Project Managers ad hoc to understand pressures and cushions within the portfolio. Reporting out key performance metrics to senior leadership.

Work with Project Teams to understand the materiality and cost of change requests, project splits in detail, vis-à-vis new scope/missed scope, etc. Large scope discussions require more intervention and research for approval/declination, and determination of cost basis within the portfolio budget.

AT&T, Atlanta, Ga.

Client Relationship Manager, Information Technology & Architecture 8/10 – 10/12

Successfully manage various high-profile Retail clients within Information Technology.

Lead project efforts for Dynamic DNS failover testing and support of server movement, SSL Certifications, implementation of new API's, testing.

Create and present executive status reports to assigned customer base on a weekly basis, including API success and failure percentages and volumes, new projects or initiatives.

Facilitate weekly meetings with customers to discuss progress, open items and defects.

Support the implementation and on-boarding of new API's/functionality to the Retail client base.

Manage billing release activities 6 times per annum, included the coordination of testing data, QC and UAT for new API's and projects.

Foster strong relationships and work very closely with customer support/developers and IT developers on both new business processes and API development. Mentor team members.

AT&T, Atlanta, Ga.

Senior Project Manager, PMO Commissions (Information Technology) 4/08 – 8/10

Strong, Driving, Strategic Project Manager.

Project manage 8-10 simultaneous large projects end to end, each sized at $.5-1.0MM through project milestones.

Systems requiring enhancement include Horizon, CinglePoint, and Distribution Profiler – all AT&T Commissions systems.

Manage individual project financials vis-à-vis projections through the life of the Project, reporting out to VP’s monthly.

Support Sales Operations Business Customers successfully.

Met and exceeded 96% of major milestones in large cross functional projects.

Very structured project management tactics. Weekly status meetings with leadership.

Strong relationship with business client sponsors.

Excellent understanding of Business goals in support of final product.

Lead an internal IT Software Delivery Life Cycle - Commissions Task Force.

AT&T, Atlanta, Ga. 2006 – 4/08

Senior Project Manager, Supply Chain Management

Exchange By Mail Program (“XBM”) / Reverse Logistics Management

Program lead and ownership end to end. Responsibility for IT and Business infrastructure, cross functional ownership across all channels and AT&T business teams, budgets – facilitating the return of 11 mln handset per annum.

Initiate three releases per annum with FTE and Professional Service Teams, supporting the following business units: Supply Chain, Warranty Service Centers, BMG, Depot and Insurance.

Lead efforts to identify process/program improvements to benefit the handset returns process for all business units.

Responsible for RLM enhancement initiatives and full roll out to support business unit needs. Lead process & system design. Develop & maintain timeline, coordinate business requirements, functional design documents, training, communication and testing with IT and each business unit. Participate in resolution of risks/issues related to new returns systems/process enhancements.

Manage Operational Readiness, Report Development, User Acceptance Testing, Training & Change Management activities to support new enhancements for business units.

Coordinate with business units utilizing XBM to maintain process and application consistency without compromise to each program. Ensure facilitation between Supply Chain and business units regarding process/policy/system changes to the returns programs.

Coordinate enhancements with IT, ETQC and external coding vendor on code drops and enhancements.

Very involved with the Marketing team on creation and revision of collateral sent within the box to customers. Critical to the customer experience.

CINGULAR WIRELESS, Atlanta, Ga. 2002 - 2006

Senior Project Manager, Strategic Projects - Customer Care Operations

Welcome Kit Project (“Kit in a Book”); Manual Order Website.

Project Lead of Cingular’s top ten “Self Service” initiative projects. Goal: Legally accurate, marketing driven documentation to support contract acceptance and sale; Customized, dynamically printed customer documentation designed with the Marketing Team to improve communication to customers; reduce customer call volume and call center costs; upgrade customer base.

Primary liaison with Information Technology, Leadership, Marketing, 10 business channels, Supply, Legal, External Print/Logic Vendor. Coordinate shipments of equipment from distribution centers with Kit shipments from vendor.

Customer Experience: Ongoing focus on marketing products, product fulfillment, ease of activation and reduction in calls through Kit enhancements. Leverage Kit findings to other departments – sales, marketing, and fulfillment.

Structured multiple complicated data sources to support individual channel business rules and requirements based on Cingular’s billing system data.

Maintained material content requirements and coding based on channel needs, multiple transactions and business requirements; Voice and Data Coverage Maps, Rate Plan Terms & Conditions, rebates/promotions, voicemail platforms, service contracts, voice/data equipment catalog, feature/rate plan/product content.

Managed 5 internal employees and 8 external contractors at third party logic and print vendor. Shipped ~35,000 Welcome Kits per day.

EDUCATION

Master of Business Administration Bachelor of Arts in Business Administration

Clemson University, Clemson, SC. Lynchburg College, Lynchburg, VA.

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