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Work Background
Lumen TechnologiesSr Project Manager
Nov. 2024
GTTProject Manager
Sep. 2022 - Jul. 2024Developed comprehensive project plans, including scope, schedule, budget, and resource allocation, ensuring alignment with organizational goals. Implemented project management methodologies such as Agile and Waterfall, improving project delivery efficiency by 20%. Conducted regular risk assessments and mitigation strategies, reducing project risks by 15%. Collaborated closely with stakeholders to define project objectives, requirements, and success criteria, ensuring 95% customer satisfaction. Monitored project progress and performance metrics, providing regular updates to senior management and stakeholders, resulting in a 10% increase in project visibility.
Charter CommunicationsProject Manager
Nov. 2019 - Feb. 2022Charlotte, North Carolina AreaActively supported efforts to simplify and enhance the customer experience, leading to a 25% improvement in customer feedback scores. Planned, managed, and monitored projects from concept through implementation, ensuring projects were delivered on time and within budget. Established project management processes and methodologies, achieving a 98% project completion rate. Met with internal customers to provide status updates and gather feedback, increasing stakeholder engagement by 15%. Tracked costs, performance, service levels, and other metrics, ensuring project goals and objectives were met and maintaining a 90% adherence to project timelines.
Charter CommunicationsAssociate Project Manager
Aug. 2015 - Nov. 2019Charlotte, North Carolina AreaPlanned, managed, and monitored projects from concept through implementation, achieving a 95% on-time delivery rate. Managed day-to-day operational aspects of projects, ensuring successful implementation and meeting high-quality standards. Established project management processes and methodologies, improving project efficiency by 18%. Provided regular status updates and reports to internal customers, enhancing project transparency and communication by 20%. Tracked costs and performance metrics, ensuring project goals were met and maintaining a 92% budget adherence rate.
Time Warner CableSales Support Analyst - Carrier Channel | National Order Management
Jul. 2012 - Aug. 2015Herndon, VAProvide customer support for national customers. This includes acting as an interface between national customers, local divisions, and national sales managers
Obtain order updates, install dates, construction status, and additional required information and communicate with the necessary parties
Analyze orders to make sure that all the proper elements have been captured and are updated within the CRM database.
Manage a customer base to maintain satisfaction levels and help with the provision of new services
Weichert RealtorsRealtor
Jul. 2011 - Jul. 2013Washington D.C. Metro AreaDual Career Real Estate Agent serving the Northern Virginia area.
CGIAdministrative Assistant
Apr. 2011 - Jun. 2012Supported Vice Presidents with calendar management. Booked domestic and international travel.
Answered phones, memo taking and file management.
ComcastBusiness Services Support Specialist- Error Resolution Specialist
Dec. 2009 - Mar. 2011Manassas, VirginiaPrimary contact for customers during the service delivery interval. Hold ownership and accountability for customer's orders from the time of sale through billing activation.
Work directly with the customer, Sales, Error Resolution Specialist, Construction, Tech Ops, Dispatch and other internal groups to ensure timely, successful service installations. The overall function is to ensure 100% customer satisfaction with the service delivery process.
Process Toll-Free billing activation as well as verify Directory listings.
Process construction request tasks and forward them to the proper department.
ComcastCustomer Service Executive
Nov. 2006 - Dec. 2009Manassas, VirginiaTeam Lead of a group of Sales Consultants.
Sales Consultant for new products and services.
Primary contact for customers regarding services and billing.
Schedule customer service installations, disconnects, and changes of service.
Maintain customer account records.
Navy Federal Credit UnionDelinquency Control Counselor
Aug. 2001 - Mar. 2006Vienna, VirginiaAnalyzed customer account information for discrepancies.
Determined appropriate collection process for account holders.
Maintained customer account records.
Assisted customers through the collection process.
Sound CommunicationCustomer Service Representative
Aug. 1999 - Aug. 2001Manassas, VAMaintained customer account records, and services.
Activated customer equipment.
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