Project Manager Customer Service
Resume:
- Marsha Thomas
Project Manager
Project and Program Management • Agile Methodology • Customer Success
Competent and enthusiastic Project Manager with complementary experience in customer success management, seeking an opportunity to increase the effectiveness and success of project initiatives. Extraordinary qualities in crucial facilitation, communication, coaching, and conflict resolution. Seasoned and successful leader with a track record of success in cross-functional team collaboration, agile & waterfall implementation. A servant leader with a love for encouraging teamwork, cooperation, and inclusion; managing change; and providing high-quality solutions.
Professional Experience
Silicon Valley Project Management
Scrum Master (2022-Present)
Implemented Scrum and Agile frameworks through the Immersive Scrum team program. Collaborated with the Project Owner to enhance, plan, and clear backlog. Eliminated impediments and barriers that stop developers. Informed velocity and sprint development through burndown charts. Motivated the team to enhance productivity and create opportunities for team growth.
Key Contributions and Accomplishments:
Participated as a member of the Sprint Dev team to execute work required to meet Sprint goals.
Collaborated with Product Owner to ensure alignment with stakeholder expectations and definition of done.
Enhanced communication effectiveness during the Sprint Retrospective meeting using team-building exercises and one-on-one meetings.
CBC, Inc. Conyers, GA
Project Manager/Scrum Master (2018-Present)
Revamped and transformed operations by streamlining communication among stakeholders to receive real-time data. Facilitated and managed project migrations during reorganization and rebranding, including, but not limited to the development of the organization's website and marketing plan. Led standups, sprint refinements, planning, review, and retrospectives. Removed impediments and kept the team organized.
Key Contributions and Accomplishments:
Oversaw the marketing plan to rebrand the organization and revamp its digital presence, including upgrading Audio, Visual, Digital Media, and Digital Platforms.
Drove project execution by tracking project activities, eliminating scope creep, and communicating with stakeholders to ensure projects were on time and within budget.
Led the Scrum Development team in achieving a 50% increase in project completion rates through the handling of backlogs and new initiatives with Sprint framework, which included implementing a real-time email response system that improved communication within the organization and increased email open rates by 67%
AT&T Atlanta, GA
Logistics Service Manager (2013-2022)
Managed project initiatives to maintain and place new Fiber Optic Interface terminals throughout assigned territorial areas. Ordered fiber optic cables, splitters, and switches for DSL commercial and residential customers based on forecasting by county or city zoning. Assessed equipment resources and scheduled equipment deliveries, supervised daily assignments of Digital Technicians, and coordinated with construction, engineering, and utility providers on turn-up and testing, completing each project on time and within budget.
Key Contributions and Accomplishments:
Ensured successful turn-up by coordinating changes during the customer’s maintenance window.
Coordinated the preliminary infrastructure requirements for Digital Networks with construction, engineering, marketing, customer service center, field support, and external utility providers.
Recovered over $1,000,000 in lost revenue over a 5-year period through audits and analysis of equipment over and under use.
AT&T Atlanta, GA
Project Manager (2007 – 2013)
Controlled the deliverables of telecom system installations to upgrade the school district of South Carolina and Georgia as well as managing projects and telecom initiatives of large enterprise customers such as Coca-Cola, and Bank of America. Initiated, planned, executed, and successfully closed out each project. Consulted with both internal and external customers to support the project’s mission. Collaborated with cross-functional teams to ensure the success of the ‘end to end’ technical and solution delivery of the IT Network architecture.
Key Contributions and Accomplishments:
Led over 300+ projects within a 2–5-year contractual timeline by replacing outdated equipment, and upgrading the network to Metro Ethernet Transport Services, ensuring increased bandwidth, secure connections, and firewall protection.
Managed resources and critical timelines to ensure adherence to intracompany departments' tasks and communicated project status to stakeholders.
Identified gaps in standard operating procedures and spearheaded the development of improvement plans and training initiatives to streamline cross-state operations.
AT&T – Atlanta, Georgia
Customer Service Account Representative (2004 – 2007)
Handled the telecommunications demands of Large & Enterprise customers. Initiated service requests, dealt with billing questions, and resolved maintenance-related issues while keeping accurate and current records of customers in accordance with company processes. Met all important deadlines, including those for the Design Layout and Plant Test Dates, and successfully managed challenging challenges, such as Public Service Commission complaints. Outstanding client relationships were sustained through prompt problem-solving and efficient communication.
Key Contributions and Accomplishments:
Earned top performer awards 3 years in a row for consistently exceeding customer satisfaction metrics.
Demonstrated excellence in conflict resolution, mitigating potential negative impacts on customer trust and brand reputation.
Professional and Community Organizations
Women in Technology, Telephone Pioneers, Women of Royalty, Class & Integrity (Board Member)
Education and Professional Development
Life Coach Certification – Georgia Certified Life Coach Academy
Certified Scrum Master – Scrum Alliance
Psychology, Georgia State College, Decatur, GA
Technical Proficiencies
Articulate Rise & Storyline, Microsoft Office Suites, Google Suites, WordPress, Jam Board, Zoom, Slack, Trello, Story Point, Poker, Mural, Concept Board, Webex, Go to Meetings, Requirement Gathering, User Stories, Agile & Waterfall Methodology, System Development Life Cycle (SDLC), Jira, Confluence
Atlanta, GA
**********@*****.***
Marsha Thomas
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