Customer Service Project Manager

Sandra C. Williams

*** ********** **, ********, ** 30058

necb6g@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Senior Project Manager with extensive experience and a successful history of handling large scale projects in the telecommunications industry. Proven track record of on-time management of 100+ projects concurrently. Possess exceptional communication skills and relationship building expertise in interacting with multiple clients and stakeholders.

Core Knowledge and Key Skills Include:

•Project Management of Wireless, Special Access and Local Services •Customer Needs Assessment & Fulfillment

•Complex Products Curriculum Training, Management and Development •Client Relationship Management and Customer Service and Retention

PROFESSIONAL EXPERIENCE

AT&T/BellSouth Global Customer Svc & Wholesale Customer Care 2007 – 2011

ATT Senior Project Manager Atlanta, GA

Successfully project managed 100+ concurrent network grooming projects for Inter-Exchange Carriers & CLECs across 22 states for Local, Special Access, Switched Access and Wireless services.

•Effectively project managed assigned projects; ensured timely development of project packages, project Excel spreadsheets, and hand-off packages, along with completion of projects on or before negotiated due date 97% on-time completion rate

•Organized and conducted kick-off calls with the customer and internal project stakeholders to ensure customer requests and issues were addressed and resolved in a timely manner

•Six Sigma – Green Belt Certification

•Service Hero Award recipient for restoring customer outage within 6 hours of notification by customer monitoring order issuance, circuit design, dispatch of technician to a remote area of Michigan, the testing and turning up of service to Sprint / Ericsson with all being accomplished with 80% of the work being performed after normal business hours.

•Service Hero Award recipient for managing 3 distinct State of Indiana projects totaling 194 circuits successfully completing them in a reduced time interval of 3 weeks

•Developed documentation and trained team members on handling Southeast State Tariff Wireless Service projects

AT&T/BellSouth Telecommunications 2006 – 2007

Manager, Market & Product Issues -Business Markets Atlanta, GA

Served as Subject Matter Expert in support of Service Representatives for Special Access & Wireless Services for 22 states

•Responded to Service Representative inquiries regarding 19 different products, including:

•Payment Plans, Surcharges, Voice Grades, Digital Services, Special Constructions, PRI Centrex

•Regularly engaged in project team meetings for new product rollout and the establishment

of new guidelines for existing products which were being revised or updated

•Graduate of Management Leadership program for 2nd level managers

•Successfully partnered with teammates to provide expedited reports to Director regarding Firm Order Confirmations for Centers per Vice Presidential request

•Recipient of management award for commitment to customer excellence

Sandra C. Williams, necb6g@r.postjobfree.com Page 2

AT&T/BellSouth Telecommunications-- Instructor-Developer II 2001-2006

/Curriculum Development--Employee Productivity-Business Markets Atlanta, GA

Managed curriculum development of courses for Access, Local and Wireless Service Representatives and Technicians while interfacing with 15+ Managers and represented employees for needs analysis.

•Collaborated with 50+ Subject Matter Experts (SMEs) twice quarterly to develop quality

training while assisting in providing additional training to 200+ Managers

•Maintained shared drive and developed tracking mechanism for curriculum of 600+ courses

•Received Masters Certificate Project Management from George Washington University

•Received Instructional Designer / Developer Certification from Langevin Learning Systems

•Assisted with the successful training and rollout of MSOC to the Wireless Service Centers

•Selected to serve as Acting Curriculum Director of Employee Productivity

•Recipient of Manager’s Recognition (2003 & 2005), Peak Awards and other awards for excellent teamwork and providing solid support

AT&T/BellSouth Telecommunications 1999 – 2001

Assistant Manager /Network Tucker, GA

Supervised, scheduled and balanced the workload for 14 Technicians and 15 Customer Service Assistants in a maintenance call center environment.

•Met and exceeded objectives for the Fast Packet Maintenance Group

•Ensured proactive customer updates on repair status

•Met and exceeded objectives for the Fast Packet Maintenance Group by reducing customer hold time from an excess of 45 minutes to less than 7 minutes in less than a year

•Worked with team to create and develop training program for Customer Service Assistants

ADDITIONAL RELEVANT EXPERIENCE

Customer Service Associate and Service Representative, BellSouth, Atlanta, GA

Interacted directly with National Accounts customers handling complex project requests

EDUCATION

Western International University, Business

DeVry Institute of Technology, Telecommunications Management

George Washington University, Masters Certificate – Project Management

PROFESSIONAL DEVELOPMENT

Six Sigma – Green Belt Certification

George Washington University, Masters Certificate Project Management

Langevin Learning Systems, Instructional Designer / Developer

Dale Carnegie Course in Human Relations

TECHNICAL SKILLS

Microsoft Excel, Word and PowerPoint

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