Project Management Customer Service

Location:

Nashville, TN, 37216

Posted:

June 27, 2025

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Resume:

CONTACT

PHONE:

512-***-****

LINKEDIN PROFILE:

http://linkedin.com/in/rachelbaranek

EMAIL:

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

MEMBERSHIPS

• WICT – Women In Cable

Telecommunications

• Lotus ERG – Asian/Pacific

• NAMIC (National Association for

Multi-ethnicity in

Communication)

– Former Member

• SCTE – Society of Cable

Telecommunications Engineers -

Former Member

RACHEL

BARANEK

Technology & Innovation People Leader

Strategic Operations, Engineering, Product

OBJECTIVE

Senior leader with extensive experience leading business growth initiatives, reinforcing new product introductions, and maximizing resource value for large firms and startups in cable, entertainment, software, and telecommunication industries generating/saving millions of dollars to top and bottom lines. Excel at building and directing high performance teams that position firms and products/services for maximum market exposure. Successful reorganizing, streamlining, and strengthening business processes to aggressively build and maximize profitability and customer service delivery. Proven ability to negotiate and leverage key internal/external relationships to facilitate delivery of innovative products to market. B2C, B2B, Enterprise Expertise. EXECUTIVE LEADERSHIP KEY SKILLS/COMPETENCIES

• Cloud Services/IT/Engineering/Onboarding/Deployment

• Strategic Planning/Execution

• P&L/Budget Accountability/Finance

• Cross Functional Leadership, Collaboration, Partnerships

• DevOps/Agile/Sprint Planning/Project Management

• Service Assurance/Fulfillment/Provisioning

• Technical Teams Leader – Software, Engineering, Architects, Developers, Business Analysts, Integration

• Product Management/Development/Deployment

• Project Management – Enterprise Applications & Services EDUCATION

Rutgers University (2013)

Certificate, eCommerce & Digital Media

Sponsored by Verizon

Michigan State University (BA)

Michigan State University

Bachelor of Arts - Telecommunications

PROFESSIONAL EXPERIENCE

Director – Strategic Operations & Engineering (Cox Communications) Atlanta, GA 7/21 – Present

• Leader of technical employees (Approx 40 including FTEs + 3PL Resources, Onshore, Nearshore & Offshore) including Cloud Center of Excellence, ESD (Enterprise Solutions Design), IT Ops Edge Services (NFV Platform, RDCs), Infrastructure Business Development and ServiceNow Integration teams comprised of application developers, architects, software engineers & developers, business & technical analysts & multiple Project Managers

• Decision Maker - Provided technical direction and guidance to teams through full infrastructure platform lifecycle at project level as well as future direction for initiatives/programs/projects/platforms

• Collaborated with cross functional teams within the IT Infrastructure team, EDIS, ED&O, Engineering, Security, Supply Chain + multiple External Vendor Partners

• Supported operations & development teams by providing advanced technical analysis, troubleshooting, triage

• Owner of Cloud Center of Excellence – inception, implementation for Platform 3 Cloud Native adoption & migration of applications throughout CCI – creation of Common Intake End-to-End process for all Infrastructure requests utilizing SNOW, creation & maintenance of CCoE Portal (Sharepoint & Confluence) for Platform 3 customers (potential & existing), customer facing communications for application owners & boundary partners, daily standups in support of Platform 3, 3PL partnerships for assistance with migration analysis, planning, deployment

• Approver of IT Infrastructure hardware, software purchases through ESD – approximately $7M annual budget for Shared Infrastructure & Development Portfolios.

• Approver of Cloud Services Budget for SNOW Integration Projects - $1M Annual CAPEX budget. Senior Manager – Engineering (Spectrum/Charter Communications) Denver, CO 04/20 – 7/21

• Leader of 10 Direct Reports (Software Development Engineers) responsible for Advanced Platform Integration in Spectrum Labs

• Responsible for Rapid Deployment of Products & Services in Lab Environments (End-to-end: Requirements -Deployment)

• Technical owner of large, complex projects in Spectrum Labs for Handoff & Iterations to Operations, Engineering, Product )

• Decision Maker - Provided support to Cross functional teams requiring lab build, test & destroy before deployment into Production environments

• Managed & responsible for new innovation & technology, including new Patents, developed, tested & deployed by Direct Reports

Knowledge Management Content Producer - SEPHORA (San Francisco, CA) 02/19-4/20

• KM Leader - Represented Knowledge Management IT team in new company initiatives/deployments/launches to determine content documentation required for IT technical support teams (Level 1, Level 2, Level 3), SEPHORA stores

• Producer - Designed, authored, edit & published knowledge content for corporate, in-store technology apps, platforms

• Document creator for cross functional teams including SEPHORA stores US & Canada, SEPHORA.com

• Day to Day management of knowledge content for the following platforms and applications: ServiceNow, HelpMe

(Sephora Stores Intranet), Confluence, JIRA

• Cross Functional Liaison between users and support teams to address trends/issues with applications, continuous improvement of Knowledge documentation

Senior Business & Operations Analyst–Service Level Management GAP Inc. (San Francisco, CA) 05/15– 02/19

• Gap Tech (IT) – Stores liaison between Business Operations & IT, supporting approx. 4000 Stores worldwide

• Subject Matter Expert for Store Applications & Technology (Omni Channel – Ecommerce & Stores) for all Gap Brands including Gap, Gap Kids, Banana Republic, Old Navy, Athleta & Intermix in all stores worldwide

• Support Documentation/Process Identification/End To End Processes – creation, coordination, cross-functional teaming to ensure stores (brick & mortar as well as Online (ecommerce) are appropriately supported

• Management & support of exceptions, High Severity issues and escalations impacting Stores applications & technology

• Assess, modify, and create new business processes. Support initiatives that focus on meeting & growing business needs

• Oversee daily work activities or provide direction to Operational staff in collaboration with cross Functional teams within Operations, Level 1 Store Support, Level 2 Tech Support, Release Management, Product Management, IT architects, engineers, Service Desk, Store Operations, Domain, Store System Management, Stores Transition & Readiness

• SME for Service Level Management for new project Inceptions, Launches, Implementation for new products, apps, technology, enhancements, impacting Stores & Omni Channel efforts for all Brands and store locations

• Point of Contact for Japan & China Support Teams questions, issues, escalations, process/procedural creation or modifications

• Leader of Daily SLM Standup Meetings, Prepare Weekly Executive Summary Report of High Severities (Issues/Escalations), Deliver Monthly Executive Reporting & Summary for Stores & Omni Channel Manager – Internet Sales & Operations (e-Commerce) Verizon Wireless (NJ/TX, /San Francisco, CA) 04/13 –04/15

• Managed Verizonwireless.com (e-Commerce) responsibilities supporting Home Services Products as well as FiOS, Comcast, Time Warner Cable, Brighthouse, Advanced Calling (HD Voice), Features, Plans & Programs for online merchandising, sales, operations.

• Owned Analytics reviews & assessment of launched pages, customer reviews & feedback through partner data or voice of the customer(i.e. OpinionLabs), strategy planning for new or existing pages to ensure content, customer experience, Click Through Rates are maximized,.determined results of pages, unique visitors, returning visitors, daily health check of pages & overall ownership to ensure pages result in clear & concise Call To Action for highest maximum conversion rates.

• Producer of online pages to ensure promotional opportunities are leveraged with each transaction as well as ensuring that pages provide the necessary goals of the content (information, directional, transactional) and take advantage of each customer visit.

• Bottom Lined focused for internal & external revenue generation and/or adds value to bottom line

• Customer experience focused. Assess, test & target, re-design or remove pages with low to zero results. Utilize Search, SEO, keywords and ensure pages are optimized for mobile; tablet & desktop for best customer experience and to ensure ease of doing business.

Manager – Product Development/Management - Verizon Wireless (Basking Ridge, NJ) 09/11 – 4/13

• Product Owner for Home Services solutions on the 4G LTE network-including HomeFusion Broadband & 4G LTE Router

• Multi-million dollar new revenue producing product ownership & accountability for Verizon National Consumer market

• Cross-functional teaming with Go-to-Market, IT, Care, Training, Technology, PMO, Areas, Sales & 3rd party vendors

• Planning and Strategy for product roadmap as well as day-to-day and ongoing product support Leadership/Management/Executive Roles – Telecommunications/Technology – USA & Global (1988-2011)

• TMNG/Cartesian – Verizon Business (Ashburn, VA/Beltsville, MD) 08/10 – 06/11

• Senior Consultant – Telecommunications - Frontier Communications (Stamford, CT) 05/10 –08/10

• Senior Consultant – Telecommunications - Fenway Group – CenturyLink/Embarq) (Plano, TX) 02/09 – 09/09

• Senior Consultant – Telecommunications – TMNG/Cartesian – Comcast (Philadelphia, PA) 08/07 – 12/08

• Vice President/General Manager - Voice Services- Time Warner Cable/Spectrum (Austin, TX) 01/04 – 07/07

• Senior Specialist - Market Management - Verizon (Enterprise/Business) (Pleasanton, CA & Irving, TX) 06/01 - 12/03

• Director-Corporate Marketing - Kabira Technologies (formerly ObjectSwitch), San Rafael, CA 10/99-4/01

• Senior Product Manager- Verizon (Enterprise/Business), Irving, TX 08/97 - 10/99

• Senior Product Manager – Verizon (Enterprise/Business), Irving, TX 11/97 - 10/99

• Market Development Consultant – Verizon (Enterprise/Business), Marion, OH 06/95-08/97

• Other Management Positions of Increasing Responsibility - GTE/Verizon, MI, WI, PA, IN, OH, TX 06/88-08/97

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