Marcel Cyr

Experience

• 

  AT&T

  Jul 2007 - now

  • Strong leadership, program management, and agile methodology used to develop operational strategy, define business unit requirements, manage cross-functional and complex initiatives, improve ROI, reduce expenses, and support revenue growth• Data driven analysis used to develop and support business cases for process and quality improvement initiatives and providing senior leadership updates• Project manage system and application initiatives from concept to implementation including user requirements, user story development, user testing, and trialing • Manage an $8.8M capital and expense budget and multi-vendor relationships for equipment, hardware, and software application expenses • Managed integration of two organizations providing synergy opportunities in reduction of operational expenses by $12M • Support project portfolio that reduces operational expenses by $4M annually • Manage project team consistently exceeding annual objectives since 2014 Show less • Managed customer care call center operations and project team supporting Federal Government customers for the Midwest and Southeast 14 state region • Supervised 14 managers and 56 represented employees supporting $380M in annual billed revenue for voice and high-speed data services• Managed sales support and customer relationships including contract management, RFQ responses, RFP development, SLAs, and business strategy• Managed cross-functional project teams driving development of outage management application reducing average handling time for contact centers by 23% • Managed consolidation of call center reducing operational expenses by $3.4M Show less

  • Principal - Technical Process Quality Manager

    Dec 2014 - now

  • Sr. Product Marketing Manager

    May 2011 - Dec 2014

  • Area Manager - Project Management / Customer Care

    Jul 2007 - May 2011