Senior Product Manager

SUMMARY

A Product/Project Manager with extensive experience in new product and lifecycle management, project management, and product marketing. A self-starter; consistently delivering results that exceed expectations. Adept at managing multiple tasks simultaneously, adapting quickly to changing focus and requirements. Strong interpersonal, communication, team leadership and organizational skills.

Product Management Project Management Vendor & Customer Interface

Pricing Analysis/Business Cases Regulatory & IT Interface Peer Coaching & Training

PROFESSIONAL EXPERIENCE

VERIZON COMMUNICATIONS, Irving, TX 2000-2009

Senior Product Manager

Product Manager

Managed Life Cycle and new product feature development for 22 Operator call center products, including directory assistance, valued in excess of $400M, while managing multiple implementation teams.

• Analyzed competitive pricing and led project teams to implement price changes for 23 regulated states in 2004-08, meeting or exceeding Commitment View each year.

• Led a team to launch 2 new features in 2006-2007 that provided a 20% increase in revenues. One feature was launched with no outside funding as our team was able to create and implement a manual process.

• Implemented strategic Voice Recognition software from 3rd party vendor. Solution provided a 15% savings year one, by automating directory assistance calls. Automation increased from 23%-43% over 3 years.

• Established and facilitated a 20-member Design Team, including 2 outside sourcing vendors. In two years this team implemented 62 updates to call flows and achieved the customer satisfaction goal for (411) directory assistance.

• Created outreach programs for TRS, multiple product brochures, advertising on 411, designed and implemented a product Web Site, and managed awareness campaign mailings and outdoor ads.

• Created and successfully implemented an exit strategy for TRS service used by the disabled, with no loss of employees or negative impact to the customer base.

• Communicated directly with directory assistance customers on Net Promoter Scores (NPS) to determine how to improve center customer service. Held multiple focus groups in NY and CA.

• Managed product life cycles including creating Business Cases, gathering and writing business and functional requirements, approving forecasts and leading cross functional teams that included finance, technology, operations, vendors and legal staff members. Promoted to Senior Product Manager in 2002.

• Assumed role of acting group manager in 2004 for seven months, supervising three team members.

Project Manager-NSPD 1998-2000

Facilitated 15+ project teams concurrently, for Network Systems, each having up to 35 participants.

• Established teams, set objectives, created project plans and communication plans, facilitated meetings, assigned tasks and deliverables, tracked team progress and escalated jeopardy issues. Maintained track record of 90% completed on time

• Managed E911 Y2K Upgrade project to completion 30 days early.

• Managed DSL projects including creation of DSL Ordering Web Site and self install kits.

• Created idea and led the initiative to deliver training classes to new Product Managers on utilizing forms and processes, improving new product launches and reducing time to market.

• Created the design of an intranet Web Site for NSPD, supervising a consultant and summer intern who programmed and launched the site.

AT&T, Basking Ridge, NJ 1984-1998

Senior Product Manager

Manager-Methods and Procedures

Managed multiple product lines including Pre-paid cards, Software and Email platforms.

• Managed new card launches, working with a third party vendor to create call flows, and implement on various PPC platforms. Approved card design and graphics.

• Managed Life Cycle and the addition of new features for 28 email software products and 2 email network platforms.

• Increased revenue of software products by 25% in excess of $125M in network and $550K in annual unit sales by redesigning and repositioning the products.

• Negotiated vendor contracts for new features/products; administered contracts.

• Directed global product teams and supervised two support assistants.

• Designed and implemented a sales compensation plan for BSG products; created Methods, Procedures and Training for products and workflow. Promoted to Senior PM in 1990.

• Developed marketing strategy for use in ad campaigns. Approved copy and graphics for print ads and scripts for radio for the BSG Merlin products.

• Designed and distributed customer notification media, including bill inserts for multiple projects.

SOUTHWESTERN BELL, Dallas, TX 1982-1984

Course Development Manager

Service Representative

Created training courses, support materials and instructed management and new hires

• Created new courses from concept and enhanced and updated existing courses.

• Conducted training classes for sales and bill collection employees.

• Performed duties of a call center Service Representative including sales, collections and special projects for WATS and marketing activities; promoted to Course Developer in 1983.

PROFESSIONAL DEVELOPMENT

 Techno Marketing – AMA Seminar – 2/2009

 Simmons School of Management for Women- Leadership Seminar 4/2005

 George Washington University – Master’s Certificate in Project Management 10/2005

LEADERSHIP ACTIVITIES

 Director, Ladies Studies Department - FBC Euless, TX (2002-Present)

 President, Mid-Cities Career Women’s Network (2000-2002)

 Founder, Single Mother’s Support Group, North/Central NJ, (1994-1998)

HONORS & AWARDS

 Awarded Verizon VEA for the years 2001, 2002, and 2003;

 VEA finalist in 2004 and 2005

EDUCATION AND TRAINING

Richland College, Dallas, TX – Associates Degree- Business Administration;

Attended SMU Cox School of Business

MS Office Suite of Products (Word, Excel, PowerPoint, Project, Visio, Outlook)

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