Customer Service Project Manager

LaDenna R. Hollinger

**** ******** **.

Powder Springs, GA 30127

Cell: 404-***-****

****************@*****.***

PROFESSIONAL SUMMARY

·Project Management Experience – 15+ years

·Telecommunications/Wireless Experience – 20+ years

·Microsoft Office Suite, specifically, Word, Excel, PowerPoint – 15+ years

·Proven ability to negotiate and motivate others

·Excellent facilitating and customer service skills

EDUCATION

Masters of Business Administration (MBA)

University of Phoenix

Mass Communications/Electronics (BS)

Middle Tennessee State University

CERTIFICATIONS & TRAINING

Smartsheet Certified

Six Sigma Greenbelt Certified

Project Management Professional Certificate of Completion

Scrum Master Certificate of Completion

BICSI DD102 Design Telecommunications Distribution Systems

TECHNICAL EXPERIENCE

Operating Systems: MS Windows

Software: MS Office Suite, Service Now, Power BI, Sales Force, SharePoint, Clarity, and Project Tracker

Hardware: DSL, Frame Relay, VOIP, Metro E, Routers, Modems, Switches

Methodologies: Six Sigma, Agile/Scrum

PROFESSIONAL EXPERIENCE

Tenet Healthcare, Dallas, TX April 2021- May 2022

Project Manager (remote, contract)

·Performed new installations or upgrades on telecommunications equipment for hospitals and medical centers across the U.S.

·Attended internal and external kickoff meetings with stakeholders to review quotes, purchase orders, SOWs and change requests to ensure project deliverables are achieved and within scope.

·Worked with vendors on equipment ordering, server cabling and installation, and switch to server connectivity.

·Attended weekly meetings on project progress, status, target dates, and risk/issues.

·Scheduled the deployment of Spectralink, Avaya, SIP and VOIP phones as well as servers, switches, gateways, media cards, licensing, Firmware updates, etc.

·Ensured host VMware server is successfully installed before proceeding with project deployments.

·Ensured equipment is sent to staging, configuration is complete and sent to site.

·Requested assignment of technical resources and scheduled site deployments/installations/upgrades, SIP routing changes, test and turn up and troubleshooting when needed.

·Confirmed site performed UAT testing and customer signs acceptance certificate.

·Sent weekly status reports to stakeholders and updated PowerPoint slides with project status.

·Worked with 911 Secure team performing site surveys and other onsite activities, gathering data, identifying emergency zones, completing the preinstallation checklist and CM programming for 911 emergency.

·Received customer confirmation site up and running successfully, perform lessons learned and close projects.

Circle K Stores, Tempe, AZ

Project Admin/Coordinator (remote, contract) April 2020 – Jan 2021

·Converted 2,000+ gas stations/stores to the new network platform. Completed 97% on time.

·Tracked lead-time shipment of new equipment and scheduled pick up of old equipment (Viptela routers, Back office PCs, switches, hard drives and monitors).

·Attended daily pre and post cutover calls, documented meeting minutes, status updates and distributed to stakeholders.

·Ensured all transactions and devices were up and operational (fuel tanks and dispensers, ATM and lottery machines, price signs, registers, QSR stores, etc.). Scheduled revisit of techs if needed.

·Automated project notifications, processes, procedures and project check lists in Smartsheet

·Filed all project closing documents and other pertinent information in SharePoint.

Advanced Auto Parts, Roanoke, VA Oct 2019 – Dec 2019

Project Coordinator (remote, contract)

·Short-term assignment migrating automotive stores in the U.S. from their legacy network to new Next Generation AT&T network.

·Attended daily project stand up meetings to review nightly cutover assignments, identify and mitigate risks and issues and confirm go/no go on site readiness.

·Performed after hours test and turn up of the data and voice telephony network.

·Performed pre and post-cutover checklist/calls to ensure successful AT&T equipment installation (T-1, LTE and Broadband circuits, IP phones, Cisco WAN devices, servers and switches) for site readiness and upon completion of cutover, confirmed all cash registers and other devices are operating properly (zebra and commercial printers, RF scanners, and DIY and commercial phones).

·During cutover, assisted site store manager in performing data and voice UAT testing, and run end of day of store funds.

·Worked with technical support team, AT&T Project Manager, AT&T onsite techs, and AT&T helpdesk on all troubleshooting, staging of equipment, LAN/WAN connectivity, published and validation of routes, porting, failover testing, and validating all devices up and operational.

·Scheduled decommissioning of old equipment and ensure all items on issue log have been addressed/resolved and no additional issues have arisen.

·Utilized SharePoint for pre and post administrative duties and project close out.

CIENA CORP, Atlanta, GA May 2016 – Aug 2019

Customer Operations Associate (Project Coordinator) - Shared Service Center (remote, Contract)

·Supported Customer Operations in the North America region providing infrastructure, administrative and back office support to VP, Directors, Customer Service Managers, Project and Program Managers, Regional Service Managers, and sales.

·Tracked, managed, and generated customer quotes for asset recovery exceeding $3.5M in revenue.

·Requested quotes and ensured PO bookings were completed for construction/engineer projects $5.0M – $8.0M in revenue.

·Analyzed and reported on customer entitlement issues and determined proper action plan for contracts over $500K (deny, do not deny, extension).

· Created packing slips for shipment on Verizon Wireless accounts, 2.5M in revenue.

·Handled escalations, expedites, pricing, and processed credits on returns or damaged equipment.

·Tracked shipment and provided equipment availability, lead time and shipping status for major buyers.

·Provided serial numbers and CLLI codes are and ordered new equipment,

·Updated various databases such as SharePoint, customer relations database on equipment and/or customer contact.

·Provided reporting and updates on job change orders, customer returns, and material on loan recovery.

·Updated and maintained database for Ciena contacts and customer technical contacts for Field Service Bulletins and Product Change Notices to result in a superior customer experience and help desk support.

·Attended various internal meetings and assisted with trouble resolution, metric development, data collection, reporting, and tracking.

·Created project numbers and SIF certifications for equipment that was successfully installed and met Ciena’s quality standards.

·Created training documents and assisted with new hire training.

·Provided out of office coverage for Customer Service Managers/Project Managers.

VERIZON WIRELESS, Alpharetta, GA Sep 2014 – March 2016

Project Manager - PMO (Contract)

·Instrumental in the start up and development of a new PMO (Project Management Office) organization providing full life cycle project, portfolio and client management for the South Area Customer Operations Department.

·Managed projects from acceptance to closing and performed audits to determine highest level of business value and acceptance criteria have been achieved.

·Received, evaluated and approved new project requests/initiatives that are aligned with the organization’s strategic goals that increased customer and employee satisfaction.

·Coordinated and attended critical meetings with governance team and other stakeholders to determine the success criteria of new projects, prioritize projects, and provide status updates.

·Supported PMO team in running weekly reports, developed meeting agendas, captured meeting minutes and action items to monitor and track project progress, status and tasks.

·Determined project resources, constraints, milestones, and risks to meet scheduled completion dates and ensure project success.

·Coached and trained coordinators on PMO processes.

·Performed quality management to ensure standards, guidelines and processes are met.

·Developed work plans and utilized SharePoint and Clarity to manage approved projects.

·Conducted and documented lessons learned and best practices for process improvement.

·Created process flows and training documents for the PMO organization.

EMPIRE RECOVERY GROUP, Manhattan, NY Dec 2011 – Sep 2014

Project Administrator/ Project Coordinator (remote, contract)

·Provided project management and administrative duties assisting founder/owner with start up of new asset recovery business.

·Assisted the recovery process with estate heirs, surplus funds and excess proceeds on tax and mortgage foreclosures that resulted in the payment of over $1million in unclaimed funds.

·Created spreadsheets and pivot tables to manage, organize and analyze data of active and potential clients.

·Coordinated meetings, created meeting agendas and documented meeting minutes.

·Implemented process improvement and quality control to reduce time, errors and improve productivity and efficiency.

·Managed clients, created contracts and negotiated terms and conditions.

·Communicated and provided status updates to clients for an exceptional customer experience.

·Extensive follow up and communication with court personnel and attorneys to ensure process timeline is on schedule.

RAPIER SOLUTIONS ENGINEERING & TECHNOLOGY, INC.,

Peachtree City, GA Oct 2010 – Nov 2011

IT Communications Project Manager (contract)

·Directed and managed the IT distribution system design and construction of US Army Reserve facilities across the United States.

·Oversee the end-to-end telecommunications pathway infrastructure design for design bid and bid build contracts and determined quality standards and deliverables.

·Conducted design analyses and interpreted blueprints and diagrams to ensure regulatory compliance is in accordance to government standards and guidelines.

·Supervised and monitored inside and outside plant installations (copper, fiber, CAT6 voice & data cables, etc.) based on government IT manuals and RFP (Request for Proposal) requirements.

·Implemented quality control, change management and in-depth analysis on Army Reserve infrastructure projects to ensure facility design, service methods and techniques were satisfactory.

·Possessed good written and verbal communications skills in the participation of design and charrette meetings with site acquisition teams, surveyors, Corps of Engineers, and other stakeholders to provide construction progress, report issues and discuss implementation plan for new facility design or upgrade of existing facility.

·Moderate travel across the United States to attend pre and post site inspections.

·Possessed Department of Defense security clearance.

BELLSOUTH INC. / AT&T INC., Atlanta, GA Jan 2009 – Jul 2010

Associate Project Manager

·Worked on special project team implementing the migration of Bellsouth.Net customers to the new AT&T infrastructure/platform.

·Completed 98.9% projects on time.

·Oversee and managed Bell South and AT&T clients in the move of critical legacy Dedicated Internet Access (DIA) customers to AT&T’s new Managed Internet Service (MIS).

·Acted as single point of contact providing end to end customer migration support from the initial and planning phase to customer sign-off and closing of records.

·Interfaced with Senior Project Manager to communicate project progress, issues and mitigate risks to meet target dates and remove roadblocks.

·Monitored change management to ensure it does not impact the overall progress of the project.

·Ensure quality standards are met through the careful coordination between a multitude of work groups and systems to ensure expectations, deadlines and final product is acceptable and functional.

·Effectively managed multiple projects at a time with strict deadlines.

BELLSOUTH CARRIER PROFESSIONAL SERVICE Jul 2000 – Jan 2009

Project Manager- Network Operations

·Lead and managed large complex projects coordinating the provisioning, installation, test and turn up of VPN, DSL, Frame Relay, Metro Ethernet, VOIP and Enhanced Managed Router Service.

·Facilitated internal and external kick off meetings with engineers, sales and other stakeholders to discuss deliverables, resources, scope, goals and objectives based on Service Level Agreements (SLAs).

·Implemented move/add/change orders, ordered circuits, configuration and staging of routers, modems and scheduled technicians for installation of equipment, LAN/WAN connectivit and site turn up.

·Acted as main point of contact for both internal and external customers providing updates and project status and ensured projects are on track and meeting objectives.

·Performed change management/change requests while maintaining stability of the project through implementation of the project management methodology.

·Handled escalations, conducted post mortems, and documented lessons learned for process and quality improvement.

·Tracked and ordered Cisco equipment to replenish inventory.

·Partnered with the Network Operations Center (NOC) to create an operations or method of procedure guide that included a disaster recovery plan to ensure a successfully customer handoff for 24x7 monitoring and management of the customer’s network.

·Interviewed and assisted with the hiring and training of new employees.

BELLSOUTH.NET Jun 1999 – Jul 2000

Service Specialist

·Coordinated and project managed the implementation of customer internet and intranet services.

·Coordinated, tracked and managed the installation of circuits, IP addresses, domain name registration, equipment ordering and worked with Provisioning Engineer during test and site turn up.

·Had ownership and accountability for the service implementation process for dedicated, dial and dedicated web hosting for customer connections to the internet and/or intranet service.

BELLSOUTH MOBILITY INC., Atlanta, GA Jan 1998 – Jun 1999

Customer Operations Trainer

·Planned, organized and monitored the training of new employees on the development, compilation and delivery of methods and procedures for the Regional Customer Operations Division.

·Provided systems training on various software and applications.

·Compiled and disseminated information from market planning and sales organizations on promotions and competitors challenge.

·Performed observations to coach and develop representatives.

·Minimum travel for training of new hires in other locations.

BELLSOUTH MOBILITY INC., Atlanta, GA Jul 1994 – Jan 1998

Customer Operations Assistant Manager

·Provided extraordinary customer service to an elite group of cellular subscribers to insure complete customer satisfaction.

·Had full authority on all decision making regarding billing issues, equipment and services, insurance, pricing plans and contracts.

·Mediator between customers, agents and sale associates on new service, upgrades and disconnects.

·Extensive negotiating on terminating, saving and suspending accounts.

·Act as duty manager handling escalations, new hire assistance, abandon rate and coordinated the on-line staff of thirty two representatives to maximize phone coverage and off-line time.

REFERENCES

Furnished upon request

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