Project Manager Program

COURTNEY MANN

Macon, GA ***** 478-***-**** ********@*****.***

Professional Summary

Results-driven Project Manager with over 10 years of progressive leadership experience managing complex, cross-functional initiatives. Expert in Oracle Field Service Cloud (OFSC), ETA Direct, and Oracle Integration Cloud (OIC), with proven success in Agile and hybrid environments. Recognized for improving operational efficiency by 20% and maintaining project deliverables on time and within budget. Adept at risk management, stakeholder communication, and aligning projects with business objectives.

Core Competencies

- Oracle Field Service Cloud (OFSC), ETA Direct, CX Connect

- Agile & Waterfall Project Management

- Oracle Integration Cloud (OIC)

- Risk Mitigation & Budget Control

- Cross-functional Team Leadership

- Stakeholder Engagement & Communication

- Quality Assurance & Change Management

- Project Planning & Lifecycle Execution

Professional Experience

Project Coordinator

Coast 2 Coast Communications – Macon, GA

Jul 2023 – Present

Spearhead optimization of OFSC and ETA Direct tools, improving technician productivity by 10% YoY

Maintain 98% First Contact Resolution rate by implementing strategic metrics tracking and reporting

Support mapping, job interpretation, and policy compliance for field operations

Project Manager

Interpros Consulting – Philadelphia, PA

Jul 2022 – May 2023

Managed full project lifecycle for Oracle-based integrations, including requirements gathering and stakeholder reporting

Collaborated with 15+ stakeholders to ensure project milestones, timelines, and deliverables were consistently met

Proactively identified risks and implemented mitigation strategies to prevent delays

Project Manager – Billing Interface

Spectrum – Charlotte, NC

Jul 2021 – Jul 2022

Led system configuration and QA testing for ICOMS billing solutions across multiple high-priority projects

Coordinated efforts with 7 cross-functional teams to manage change requests and meet aggressive timelines

Documented and executed complex billing solutions aligned with company-wide digital transformation goals

Territory Manager

Terminix – Byron, GA

Jul 2019 – Jul 2021

Achieved 90%+ Net Promoter Score by leading customer-facing field operations and improving service responsiveness

Implemented new product strategies to meet dynamic customer needs and maximize route efficiency

Project Manager – Application Support

Cox Communications – Atlanta, GA

Oct 2014 – May 2019

Managed training, deployment, and support for production and workforce management applications, including Oracle Field Service Cloud

Implemented lean project strategies to recover over $1.2M in service credits

Maintained 90%+ ticket accuracy while resolving high-volume application issues and supporting major software releases

Project Manager – Commercial Field Services

Cox Business Services – Macon, GA

Feb 2011 – Oct 2014

Conducted risk assessments and system diagnostics for HFC and fiber networks, improving uptime by 20%

Standardized installation/service protocols, increasing customer retention by 15%

Reduced complaint volume by 25% through streamlined QA procedures and proactive issue management

Education

Bachelor of Science in Business Administration / Information Technology

Columbia Southern University – Orange Beach, AL Graduated Oct 2012

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