Project Manager Retention

Bernice Espree Romo

Opelousas, LA *****

Home: 214-***-**** - Cell: 214-***-**** - ********@*****.***

Professional Summary

Experienced Project Manager, Sr. Training Manager, Retention Sales Coach adept at delivering projects on-time, on budget, on schedule. Natural skills in planning, delivering results through others and stakeholder management. Adhere to compliance and quality requirements while not disturbing business continuity and project delivery. Applies creative and analytical approach to operations and continuous process improvement. Ability to anticipate problems and provide solutions. Natural mentor, trainer, and performance acceleration. Attention to detail, and experience with coordinating projects, programs, and improvements.

Accomplishments

Supervised team of 50 - 500 staff members.

Community Service Organizer raising over $500,000 for various Non- Profits

Service Excellence Award AT&T Top Performer

Toastmasters Certified

Skills

Project Management

Interpersonal Skills

Analytical Problem Solver

Emotional Intelligence

Coach, Motivate, and Develop

Deliver Results

Work History

09/2021 to Current

Sr. Program Project Manager

AT&T Mobility – Lafayette

Administered 10 million budget and tracked expenses.

Oversaw 26 projects from concept through final delivery. Grossing over 20 million in revenue

Implemented and led meetings, opening dialog with Executive leadership to discuss timelines, budget, and follow-up meetings.

Directed 16 simultaneous projects to boost business opportunities by 32%.

Addressed and resolved technical, financial, and operational concerns by working with team members and directors.

Drove operational improvements which resulted in savings and improved profit margins by 23.4 %.

09/2010 to 09/2021

Sr. Training Manager

AT&T Mobility – Lafayette, LA

Coordinated and Conducted job fairs, orientation, and informational recruiting sessions and organized on-the-job training for new employees.

Selected and assigned instructors to conduct specific training programs.

Planned corporate annual summer and holiday events and team building-based training initiatives.

Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.

Virtual training via Adobe Connect, Teams, Zoom, Telepresence, Sound stage using Adult Learning Theory.

Analyzed effectiveness of training programs at all levels and recommended updates.

Communicated all learning and performance objectives, schedules, and training assessments to upper leadership.

Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness. Managed new employee orientation training process for more than 1,500 employees each year.

Delivered wide variety of courses focused on Customer Service, Sales, Cross Market and Retention topics to enhance communication, team cohesion and group performance.

Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets by 14%.

Coordinated training methods to diversify instruction, strengthen learning opportunities and enhance program success.

Trained Executive Leadership, Managers, New employees during demonstrations, meetings, conferences, and workshops. Cross-trained existing employees to maximize team agility and performance.

Raised performance in areas of sales, management, and operations by identifying and targeting areas in need of improvement by 23.3 %

Achieved or exceeded financial goals by 10.4% on regular basis by controlling expenses, optimizing schedules, and regulating inventory usage.

Extensive travel foreign and domestic site visits to review training observations and implement changes for 30% increase of customer satisfaction surveys.

09/2006 to 09/2010

Customer Retention Manager

AT&T Mobility – Lafayette, LA

Adhered to appropriate legal scripting when required.

Developed product demonstrations and presentations for customers.

Made 1200 sales calls weekly to existing and new customers for business growth.

Developed creative presentations, trend reports, kitted assets, and product data sheets.

Developed 22 new strategies for customer retention activities for AT&T.

Performed billing, collection and reporting functions for office generating over $ 22 million annually.

Exceeded targets by building, directing, and motivating high-performing sales team.

Reported sales activity, generated sales quotations and proposals and maintained customer contact database to achieve sales objectives and quota.

Hired, trained, and managed sales staff and administered and implemented compensation plan to support area sales goals.

Created effective strategies to target new markets after researching and analyzing competitor behavior.

Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

Managed and motivated sales team to increase revenue 35.3% in six months.

Education

12/2014

Master of Arts: Psychology

LeTourneau University - Longview, TX

08/2011

Bachelor of Business Management: Business Management

LeTourneau University - Longview, TX

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