Experience

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  Windstream

  Jan 2006 - Jan 2023

  Oversaw a 5-person team across the United States, gave constant support, and found and filled skill gaps.450 user stories, support items, and bug patches were released with the help of 6 technology scrums and product owners, and affected groups received training.Worked with internal teams to analyze, choose, and negotiate contracts with vendors, including those for IVR, chat, and workforce management.Established best practices for over 30 management units, over 1000 agents, 50 campaigns, and 11 chat queues in Salesforce and NICE applications..Established best practices for ~1000 agents, 50 campaigns, with over 30 management units, and 11 chat queues. Updated and demonstrated to senior leadership the strategic vision, obstacles, fixes, time limits, resource requirements, and methods for sustaining productivity. Show less Implemented 120+ User Stories that are focused on Monetization, Portal Adoption, and Corporate initiatives through collaboration with cross-functional departments including IT, Portal Development, Care and Repair, Sales, Marketing, and Procurement.Service Delivery Product Owner who prioritized work based on company needs, operational effectiveness, and revenue potential and promoted strategic endeavors.Updated and demonstrated to senior leadership the strategic vision, obstacles, fixes, time limits, resource requirements, and methods for sustaining productivity. Show less Worked with the Architecture Engineering and Product Management teams to develop 200+ durable cloud-optimized network and communications solutions for Fortune 500 telecommunications companies in 18+ states.Service Delivery Product Owner developing strategic product releases that allowed for cost reductions and boosted output.Supervised a 5-person team that sent over 50 leaders regular updates.Developed more than 50 wholesale processes, documentation standards, and ground principles.With process changes, reduced Service Delivery SLA from 50 to 40 days.Worked with internal business partners to deliver uniform customer experiences. Show less Collected information, examined more than 40 business and engineering processes, established new processes to support solutions, and mapped current processes to identify areas that needed improvement.In order to improve customer experience and potentially cut expenses by $1.2 million, facilitated Kaizen events to build quick and simple reporting and current monitoring. Presented management with daily updates and reports on the progress and impact of these events.Worked with internal business partners to analyze, choose, and negotiate contracts with suppliers, including soft phone providers, proactive monitoring vendors, marketing agencies, and hardware and software manufacturers.Coordinated the implementation of process initiatives, including the extension of products in specific markets, establishing site standards, and making equipment purchases, with up to 20 stakeholders and functional groups.Managed marketing firm's coordination for the rebranding of the online portal. Show less Collected data and analyzed 40+ business and engineering processes to identify areas for improvements and developed new processes to support solutions and mapped existing processes. Partnered with other teams, including Engineering, Product Development, IT, Sales, Field Operations, and Plant Engineering.Prepared and maintained reports for internal teams and leadership and delivered customized metric reporting to customers. Identified data quality indicators and key metrics to reduce costs and increase revenue. Facilitated Kaizen event to develop fast and easy reporting, to date monitoring to enhance customer experience and potentially reduce $1.2 million in costs, and provided daily updates and reports to management on progress and impact.Collaborated with internal teams regarding vendor analysis, selection, and contract negotiations, including with softphone providers, proactive monitoring vendors, marketing firms as well as hardware and software vendors. Show less

  • STAFF MANAGER - ENTERPRISE OPERATIONS SUPPORT

    Jan 2021 - Jan 2023

  • SENIOR CONSULTANT – DIGITAL CUSTOMER EXPERIENCE

    Jan 2020 - Jan 2021

  • STAFF MANAGER – PRODUCTS OPERATIONS, promoted January 2018

    Jan 2018 - Jan 2020

  • STAFF MANAGER – BUSINESS ACCELERATION

    Jan 2017 - Jan 2018

  • SENIOR CONSULTANT – BUSINESS PROCEDURES

    Jan 2011 - Jan 2017

  • SENIOR CONSULTANT – PRODUCT ENGINEERING

    Jan 2006 - Jan 2011
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  Surf internet

  Feb 2023 - now

  Senior engineering program manager

  Oversee IT and Operations projects to ensure they stay within budget, schedule, and scope.Manage the timely, cost-effective, and high-quality completion of given projects while also involving the necessary internal and external resources to ensure correct coordination throughout execution.Facilitate feasibility study team's planning sessions.Creates, updates, and revises proposals for assigned projects, taking into account their goals, systems, technologies, information requirements, budget, staffing, and timetables.Establishes and monitors project milestones; handles and accounts for unforeseen delays and, if necessary, realigns timelines and expectations.Creates and executes project communication plans, updating stakeholders and affected workers on the status of the project.For the purpose of creating project status reports, information and trends are gathered, examined, and summarized as necessary.Assist with evaluations and offer internal personnel direction and support. Developing the Wrike platform that unifies project management, task organization, collaboration, and execution speed for all departments. Show less