Certified Project Manager & QA Leader

Amy Cole

Kenosha, WI 262-***-****

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

www.linkedin.com/in/amy-cole-pmp

PROFESSIONAL SUMMARY

Certified Project Manager with 10+ years' experience directing technology, retail, and product launches in a fast-paced environment. Proven success coordinating cross- functional teams to deliver projects on time within budget and in alignment with operational goals. Adept at risk mitigation, communication, and strong attention to detail. CORE COMPETENCIES

Project Lifecycle Management · Stakeholder & Vendor Engagement · Smartsheet · Salesforce · SharePoint · ServiceNow · Clarizen · Procore · Trello · Microsoft Word, Excel, PowerPoint, Project, Teams· Agile & Waterfall · Risk & Change Management · Quality Assurance · Customer Service

PROFESSIONAL EXPERIENCE

Comcast – Manager, Project Management Organization Jan 2010–Dec 2023 (offered early retirement during company restructuring)

• Spearheaded project team (Retail Sales, Facilities, IT, Security, Safety, Network, and IT) in the construction of retail stores. Developed project schedule, coordinated vendor installations, merchandise, and technology to meet business objectives while managing dependencies and mitigating risks

• Oversaw portfolio of products for Xfinity Mobile and Home Security. Led pilot testing, product launches, and mobile enhancements, ensuring training, store merchandise, and alignment across all teams

• In coordination with Government Affairs, local leaders and tech ops. Facilitated the installation of Comcast Lift Zones in community centers to provide free internet access

• Directed fleet rebranding of ~2000 vehicles. Completed on time, under budget, and in compliance with OSHA standards

• Created training material and order entry procedures for call center agents during analog to digital conversion

• Conducted yearly Business Continuity exercises to identify areas of opportunity and decrease response times. Documented incident processes and owners including updates to Emergency Access Plans (EAPs)

Comcast – Supervisor, Quality Assurance

Jan 2008–Jan 2010

• Oversaw QA team responsible for monitoring and coaching agent interactions

• Managed testing and documentation for new IVR system, including technical procedures and user test scenarios

• Identified improvement opportunities through process mapping and analysis Comcast- Supervisor, Customer Service

• Managed team performance of 12-25 Customer Service Representatives (CSSRs)

• Coached and led by example

• Handled escalated callers and complex billing scenarios

• Led call center in Cable Data to CSG billing conversion EDUCATION

University of Wisconsin Parkside

CERTIFICATION

Project Management Professional (PMP) #345147

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