Senior Program Manager - Customer-Focused Agile Delivery

RHEA BAISDEN

Norcross, GA ***** 407-***-**** ***********@*****.*** www.linkedin.com/in/rheabaisdenpopmsm OBJECTIVE

Program manager with 16 years of experience leading complex launch and transformation initiatives in telecom, IoT, and enterprise environments. Skilled at developing readiness plans and coordinating cross-functional teams across operations, technology, HR, and training to ensure successful Day 1 operations. Proven ability to identify operational gaps and implement data-driven process improvements and best practices to optimize performance and scalability. QUALIFICATIONS & SKILLS

• Office Productivity & Collaboration: Word, Excel, Power Point, Outlook, Access, Publisher, OneNote, InfoPath, Visio, Front Page, Project, Jamboard, Numbers, Pages, Keynote

• Data Analytics & Reporting: SQL, SPSS 11.0, Tableau, Looker, Crystal Reports, SSRS, Hadoop, Grafana, Generating Reports, ETLs, EDI Connections, Data Base Concepts, Schemas and Functionalities

• Project Management & Collaboration Tools: JIRA, Monday, Smartsheets, Confluence, Slack, Miro, SharePoint, ServiceNOW, ServiceNOW Lucy BOT, ITMS, NotebookLM, ChatGPT, Gemini AI

• ERP & CRM Systems: SAP/SAP4, People Soft 7.5/Oracle, Siebel, Salesforce, JDE, BAAN Warranty, OnBase, 1ERP, All Yardi Systems Software/Platforms, CRM

• Marketing & Research Tools: Google Platform –Tag Manager, AdWords, Analytics, Westlaw, LexisNexis, Hoovers

• Cloud & Networking Technologies: AWS, Cloud Computing, SaaS, MDM, EMM, Telematics, Avaya IVR, Cisco, NICE, Verint, Utlipro, Tier 1 level LAN/WAN/VLANS/TCP/IP/WLAN/Voice over IP Networking systems technical support

• Financial & Operational Systems: Quick Books, SpeedPay, Cash Cycle Solutions, CMA, ECPV, PROS, CAATS, FLAIR, CCIS

• Design & Technical Software: AutoCAD, Revitt, Adobe Acrobat, Corel, Quattro EDUCATION

Florida Agricultural and Mechanical University

M.A.S.S., Public Administration

Florida Agricultural and Mechanical University

B.A., Political Science and Public Administration

PROFESSIONAL CERTIFICATIONS

Tallahassee, FL

Tallahassee, FL

• ICAgile Certified Professional - Agile Fundamentals

• Certified SAFe® 5.0 Product Owner / Product Manager

• Certified SAFe® 5.0 Scrum Master

• Certified Project Management Professional & Microsoft Project – 60 PDUs

• Lean Six Sigma Certification

• Google AI Professional Certification

• Google AI Essentials V1 Certification

• Google Prompting Essentials Certification

• Google Agile Essentials Certification

• Wharton School of Business Commercial Marketer Academy Certification

• Deloitte Digital & Agile Marketing Capstone Certification PROFESSIONAL EXPERIENCE

Verizon Jun 2025 - Dec 2025

Business Transformation Senior Manager - MNS Center of Excellence Program Manager Atlanta, GA

• Oversaw and drove key initiatives that enhanced the efficiency, scalability, and growth of Verizon’s MNS portfolio, conducting strategic planning, cross-functional collaboration, and operational execution to ensure successful program implementation through KPI tracking and program governance.

• I was responsible for enabling the core business, evangelizing value propositions, and ensuring seamless execution of technical and operational initiatives as we Go To Market (GTM) with MNS products and services. In 2025 the CoE will be instrumental in driving in-year MNS revenue growth to a target of $389M through MNS Future Mode of Operations (FMO) GTM actions. This was achieved by focusing on the following areas:Program Development & Execution: Lead the planning, execution, and tracking of key MNS CoE initiatives. Align program strategies with organizational goals and financial plans. Drive continuous improvement in program management processes and outcomes. Assist and/or own the development of customer specific migration plans.

• PMO Support: Developed and delivered timely updates for governance meetings including FMO Council, CEO Updates and SteerCo; scheduled, coordinated, and facilitated Go To Market meetings; implemented and maintained artifacts and version control of project documents using pivot tables in Excel for status dashboards.

• Data-Driven Decision Making: Collected, analyzed, and interpreted program data using SQL queries and advanced Excel functions to generate insights for strategic decisions. Tracked key performance indicators (KPIs) and reported outcomes to leadership, utilizing analytics to improve forecasting, efficiency, and customer satisfaction. Verizon Connect ePMO Jul 2022 - Jun 2025

ePMO Senior Program and Project/ Scrum Management, Manager Atlanta, GA

• Managed enterprise and executive strategic projects driving customer satisfaction, bringing together cross-functional teams across geographic regions to implement programs delivering improved solutions and services to customers and the organization.

• A few of my responsibilities included the following: Leading high-visibility strategic projects. Forgoing cross-functional partnerships to get the work done. Crafting detailed project plans and presenting business updates. Identifying global resource requirements and pulling in the right people. Developing, reviewing, and continuously improving processes. Monitoring project progress, anticipating and reducing risk. Facilitating the Integration (or Divestiture) Management Office and associated project deliverables. Planning, anticipating issues, and adjusting to meet objectives. Driving the project and keeping team members on track. Delegating work to direct project reports, holding them accountable, and providing feedback. Leading the PMO & RevOps team, overseeing individual threads/functions and plans, and overseeing an integrated plan for development and deployment activities. Partner with development teams to implement capabilities across 1ERP, CRM, SFDC, CPQ, billing, and ERP systems. Executed SAFe DevOps operation and deployment for the Revenue Technology team

• Analyzing the individual functional team/SME integration (or separation) plans to ensure that the program is leveraging each resource group appropriately. Leading in the collection, reporting, and presentation of multiple data elements to forecast the progress of the program and individual projects, and identify critical issues to be presented to Senior Management. Facilitating cross-functional teams to ensure work streams are properly resourced based on level of effort. Capturing status and presenting the direction for program work streams about process, deliverables, timelines, and report generation. Leveraging a broad knowledge of standard Program Management Office practices and serving as a subject matter resource to support enhancements to the program. Leading and supporting resource assignment, time tracking, and other initiatives involved in managing the overall project plans. Leading and supporting the creation of executive reporting through presentations or dashboards and updating Senior Management with weekly and monthly status, issues, and risks that impact the program. Managing large, complex projects involving multiple work streams and stakeholders with PMI, Agile, or MSP methodologies.

• I provided advice and counsel through being a highly effective communicator and listening with both eyes and ears. I valued diverse perspectives and sought out different points of view when trying to solve a complex problem. Obstacles are puzzles I love to solve. I was NOT afraid to speak my mind and know it’s better to call attention to something before it gets out of hand. I had a sense of urgency and delivered on-time, on-budget results; while keeping the big picture in focus as I handled the details on the way to full lifecycle completion. Verizon Business Group Jun 2021 - Jul 2022

Pricing Program and Implementation Project Management, Manager Atlanta, GA

• As a former Program and Project Management Manager, I lead and manage overall execution of a multi-faceted plan of key growth Wireless, Verizon Connect, Business Transformation, RevOps, and Wireline initiatives to meet strategic objectives. I previously was responsible for systems implementation of VBG Pricing, Products and Promotions while driving systems efficiency and process improvement by having an analytical mindset and leverage a data-driven approach to optimize current tactics and stay on top of the latest technologies and trends. I also lead cross-functional teams through implementation of complex VBG Pricing, Product and Promotions Programs.

• My goal was to ensure effective and rewarding customer and stakeholder relationships while communicating with Verizon key stakeholders and executives. A few of my duties include: Supporting delivery of clear and succinct Agile User Stories to GTS for the execution of projects. Ensuring accuracy in delivery of user story implementation partnering with cross functional teams during the development and implementation of key strategic projects. Launching assessment management of VBG projects; managing end to end ITO testing and client validation done through qTest, JIRA, Confluence, 1ERP, SFDC, CPQ/ CDP etc.

• Providing production launch support partnering with Testing Certification Teams and Sales Operations Support. Managing multiple, simultaneous project work streams, liaising with other teams for planning, systems design management and standards implementation that can support scalability and efficiency. Driving continual evolution and enhancement of the business customer experience. Employ design thinking approaches to identify & solve truly valuable customer problems. Verizon Connect Nov 2019 - May 2021

Hardware Technical Product Owner/Manager & Project Manager Atlanta, GA

• Manage Product Execution through Lean or Agile Development. Manage product development lifecycle and product roadmap, prioritize feature development, create execution plans and identify development teams to execute the hardware

& devices roadmap. Work with the Product Managers, Product Marketing and UX teams as well as research teams to understand customer and market needs. Synthesize customer insights from data. Use lean approaches to experiment quickly with an aim to find product-market fit.

• Employ design thinking approaches to identify & solve truly valuable customer problems. Partner with UX teams to create compelling experience strategies. Participate and lead user experience interviews and testing to gather continuous customer insights. Define product requirements – writing and prioritizing use cases- Write Agile-based stories that conform to best practices including acceptance criteria, positive and negative paths, etc. Incorporate feedback & input from customers, partners and teams on product requirements. Work with stakeholders to actively and effectively plan work for Development and QA which balances urgent customer needs and strategic roadmap priorities. I created the FCC and labeling requirements for the Equipment Asset Tracker & Artificial Intelligence Dual and Front Facing Mode Dashboard Camera.

• Ensure products and releases are launched correctly and on schedule. Gather customer feedback, run advisory sessions, UAT sessions and measure/manage NPS post launch. Partner with marketing, sales, and operations on defining & flawless execution of GTM plans. Quickly root cause product issues and manage customer/ exec expectations. Synthesize your own analysis and succinct recommendations for a path forward. Support to Implementation, Customer & App Support teams post launch stabilization activities. Lead product documentation during the Go-to-Market process for new features. Manage changes in scope, timelines, risk register, product requirements, end to end Alpha/Beta testing JIRA/Kanban board and tickets through the project lifecycle.

• Review proposed product changes and anticipate the impact to the Customer, Partner and Employee experience, cost, scalability and the long-term impacts to our support strategy. Develop business requirements, project plans, ROI and gain stakeholder input. Coordinate with external groups including corporate security and global clearance supporting project initiatives. Proactively evaluate impacts to the Customer and/or Employee experience and cost, partner with internal and external groups to develop solutions. Make research based recommendations for business process improvements. United Technologies Corporation (Carrier Transicold) Sep 2017 - Feb 2020 Program, Product, Project & Strategy Manager for Telematics IoT Athens, GA

• Collaborated with Senior Managers to hit key business goals and define high-level program roadmap, including definition, critical milestones, budget and strategic goals for eSolutions SaaS innovations. Oversaw the financial aspect of new product launches and provide financial metrics and product gross margin report to assess product performance throughout the entire lifecycle. Directed all key metrics, financial, and economic impact models of the new product prior to launch. Created strategic plans, financial planning and analysis, and cost of capital for future products, optimizing launch strategy and rollout execution. Uncover/ analyze key commercial and technical issues for customers and use a creative approach to formulate Digital/ IoT enabled solutions.

• Understand client needs, and advocate on behalf of clients to ensure project success. Setting Business and IT Alignment goals, identifying appropriate resources, track and report on progress and develop schedules for multiple projects. Establish and maintain positive client and stakeholder relationships. Manage project schedules, dependencies & critical paths, deadlines and product delivery. Escalate important issues and risks and seek resolution in a timely manner. Introduced new tools and processes to execute product lifecycle for internal and external stakeholders. Responsible for application, server performance, monitoring, outages, and disaster recovery. Conducted ongoing project web development, deployment of hardware and software product changes, new features request – bug fixes monthly sprint releases. Along with fulfilling user acceptance testing, technical writing documentation, proposals and onsite training.

• Manage changes in scope, timelines, and personnel through the project lifecycle. Provide assistance with deployment and training activities. Global coordination and management of implementation, onboarding customers with a new Telematics service and compiling the data to generate and validate their recurring monthly invoices. Ending Goal: Accomplished Implementing a newly launched service eSolutions SaaS Telematics, product/program GTM roadmap, business unit, and processes that provide an opportunity to make an impact on the organization through suggestions for process improvements and supporting the learning of customers and other team members as the service grows in sales and installations within eighty seven business days of hire. PureCars Apr 2017 - Sep 2017

Implementation Project Manager - Digital and Direct Marketing Advertising Atlanta, GA

• Previously responsible for guiding new customers through the onboarding process from point of sale/RevOps to campaign launch date. Provide strong essential communication skills to serve as the “face” of PureCars as well as work with several internal teams, including but not limited to: Customer Experience, Sales, and Performance. Manages the timeline, onboarding requirements, and schedules internal/external communication to gather necessary information to guarantee that the transition is smooth and that our customers have an excellent first impression of PureCars through SFDC/CDP platform digital and direct marketing advertising through search, video, OTT, direct mail marketing insights and reporting campaigns.

• Project Duties Included but not limited to, Initiate the onboarding process with customers Serve as the primary point of contact for dealers during the onboarding process (customers will be transferred to Success Manager once products are live) Coordinate all pre-launch calls with dealers and Success Manager. Manage the internal onboarding timeline and task lists to make sure all teams are on schedule Submit customer requests to internal teams (e.g., creative design requests for Display product) Provide proper documentation of all communication with dealers to ensure a seamless transition to the Customer Experience team Maintains extensive knowledge of the PureCars product suite, process, and auto industry trends.

Yardi Systems Nov 2015 - Sep 2017

Implementation Project Manager – Yardi Energy (YES Utility Energy Management) Atlanta, GA

• As an Implementation Project Manager, I was responsible for building client relationships in order to complete projects, such as the initiating and planning of new properties and portfolios and executing changes to new and existing accounts. I am responsible for ensuring client satisfaction during the implementation phase, discussing services, monitoring and controlling the scope of work through training, support, problem solving, etc. As well as, working with Upper Management, Account Managers, and Utility Auditors to ensure stakeholders satisfaction for all client levels.

• Point person for the implementation of the YES utility expense management program for the client. Communicate with all internal and external stakeholders in regards to timelines and expectations, as expense management is customized to the client’s business practices. Ensure stakeholder satisfaction by calling Regional/Corporate contacts on a weekly basis, or frequency agreed to with client, to discuss identified issues during the implementation process

• Interact with other departments to coordinate problem-solving issues with clients. Monitor expense data and analyze reports. Allocate and coordinate internal resources by developing and managing detailed project plans based on Utility Energy Management (UEM) best practices. Provide a smooth closing transition from implementation phase to going live with product management and assist clients through their change management process as it relates to utility expense management. Manage multiple internal and external projects simultaneously, as needed. The American Home Realty & Crosby Design Group Jan 2015 - Oct 2015 Project Leader (Staffing Agency Position) Atlanta, GA

• As a Project Leader I oversaw the initiation, development and execution of assigned projects within a defined period of time. I work closely with the functional business groups to ensure the efficiency and effectiveness of solutions deployed in support of business goals and objectives. My key responsibilities: Lead the detailed planning and management of the project merger and acquisition of company assets through to project completion.

• Ensure project milestones and targets are met by actively managing projects on a day-to-day basis through appropriate resource, issue, and risk management. Ensure appropriate tools and techniques are available and employed by the project team to enable them to meet their assigned objectives successfully. Deliver an assigned project to a successful conclusion

(on time, on budget, and in scope)

• Assigned full time to the project that reported to the CIO, CPA, & HR Director on functions for the duration of the project. Work with business managers to propose and justify new technology-based business improvements. Assisted and supervised the development of business requirements, solution design & delivery, testing and training to comply with the company's Global IT Policies & Procedures. Perform other duties as assigned AirWatch by VMware Apr 2013 - Oct 2014

National Account Manager- WLAN Solutions (Wandering WiFi) Atlanta, GA

• Manage and expand relationships with our key in-house accounts. Report to the Director of Operations and coordinate with multiple departments to drive successful growth within our existing client base. Interact daily with C-level Executives and have the opportunity to further develop AirWatch’s relationships to directly impact the company’s bottom line. Manage and strengthen existing relationships with in-house accounts to improve customer satisfaction and increase revenue by selling deeper into the customer base. Presenting web and data analytics on online data using various analytical tools to uncover trends and provide insight that will maximize the uses of guest Wi-Fi.

• Work with our Technical Support team to oversee timely and accurate resolution and communication regarding customer issues along with Tier 1 level hands on troubleshooting. Prepare RFP/RFI responses, proposals, and other sales-related documents that enable the company to expand its relationships with existing customers. Develop relationships with new accounts through referrals and company-driven marketing activities. Ensure timely development and implementation of standardized programs to fulfill a wide range of skills training and job skills development needs. Facilitation of present concepts clearly, articulate key distinctions, and lead rich discussions suited to the audience’s needs. Providing timely coaching and feedback to help individuals and groups strengthen a specific knowledge or skill area.

• Communicate with our sales, marketing, and operations teams to ensure that all aspects of the customer lifecycle are properly coordinated. Prepare and distribute sales reports for internal meetings. Utilize advanced features of PowerPoint, Excel, Visio, Word etc. to customize presentations, create detailed spreadsheets, models and complex proposals. Utilize a leading edge CRM system, Salesforce.com, for sales opportunity distribution, tracking, and reporting. Oversee the complete customer lifecycle from proposal creation to implementation to ongoing support. Serve as the main contact for in-house accounts.

AGL Resources Mar 2010 - Feb 2013

Customer Relations Analyst Atlanta, GA

• While working in an extremely fast paced and multi-tasked environment; taking ownership of commercial and residential consumer requests for service/complaints via telephone, online chat, fax and email. Handling customer questions, executive complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve consumer issues with one call resolution while working with the local media outlets, service commissions on regulatory concerns. Offers alternative solutions where appropriate with the objective of retaining customer’s business. Through programs and services provided to the consumer.

• Up-selling natural gas and handling business transactions in connection with activation of new consumer accounts on a computer terminal. Participated in activities designed to improve consumer satisfaction and business performance. While solving problems that are sometimes unstructured and that may require reliance on conceptual thinking. Communicating with consumers using web-based tools and demonstrates the associated proficiency in typing and grammar. Making financial decisions to protect/collect revenues and adjust consumer accounts.

• Synthesizing and incorporating complex data from multiple sources into comprehensive knowledge, actionable insights, and business recommendations. Interacts with multiple company departments, as well as external vendors, performing SQL, database schemas and Excel. Modeling and forecasting with Excel Database Marketing. Assimilate multiple sources of data into meaningful inputs. Conducting analysis from multiple inputs of data. Summarizing key findings and developing internal reports for management. Training and coaching new employees, and performing assigned projects from upper management and Human Resource.

AT&T Jan 2008 - Jan 2010

Business Account Manager / Executive Montgomery & Baltimore County, MD

• Responsible for cold calling, presenting wireless solutions to business customers, and closing business deals within a defined territory module of 7,000 small business prospects, and green space accounts. This outside sales business-to-business and business to consumer position required meeting sales goals for securing new businesses, as well as increasing customer satisfaction.

• Exposed to systems including Telegence, Phoenix, ECPV, SMART, OTIVA, BASE, Siebel, OPUS, SAART, and Premier. In addition to multiple trainings throughout the day; responsible for planning our own schedule, 65 cold calls a day, set qualified appointments, and conduct consults/proposals. Manage five COR stores and provide training to RSC’s and managers on Small Business information, LMT, AMB creation, etc.

• A few highlights from my experience in the field include being able to achieve 431% unit add attainment in my second month, 339% in the third month, and 233% in the fourth month as well as having the most units and accounts in my BASE funnel, high activity numbers, above quota on in channel production for gross ad’s placed in Phoenix; in addition, winning AT&T value proposition competition on my sales team as well as for the D.C.-Baltimore-Virginia market. EXTRACURRICULAR

Project Management Institute of Atlanta

Volunteer

Women in Technology

Volunteer

Network of Executive Women

Volunteer

Emerge Florida (Leadership Florida)

Volunteer

League of Women Voters – Fulton County Chapter

Volunteer

Big Brothers Big Sisters

Volunteer

Boys and Girls Club – DeKalb County

Volunteer

Cool Girls Inc.

Volunteer

Junior League of North Fulton

Volunteer

NCNW – DeKalb Chapter

Volunteer

Toastmasters International – Piedmont Atlanta Club Volunteer

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