Yolanda Bennett

Experience

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  AT&T

  Sept 1991 - Feb 2006

  Manager

  Held various positions at AT&T ove the span of 14+ years:- Customer Sevice Representative 1991 - 1993- Operations Manager 1993 - 1995- 3rd party Vendor Manager 1995 - 1999- Desktop System Support Manager 1999 - 2003- Product Manager 2003 - 2006

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  Manna Personal Care Home

  Feb 2007 - Jun 2011

  Business Owner

  Licensed Personal Care Owner - Owned and Operated a personal care home with 8 clients- Hired and managed a staff of 5 - Developed and trained staff on daily operating procedures- Trained staff and other personal care homes on Medication Administration procedures for the Department of PA

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  EMC

  Aug 2007 - Jan 2009

  Project Manager/Business Transofrmation Consultant

  Worked for a Consultant company, BusinessEdge Solutions/EMC, as a project manager with responsibilities that included: - Prepared detailed Executive level reports - Analyzed telecom weekly/monthly data and made recommendations for improvements

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  Insys Consulting

  Jan 2009 - Nov 2011

  Project Management Business Consultant

  Worked for Verizon Telecom via Insys Consulting/Truthnote Consulting as a Product Manager with the following responsibilities: > Managed the end-to-end lifecycle for FiOS offer and promotion implementation from business requirements, IT system design, pre and post production testing and go to market activities.> Project managed the cross functional communication of promotion details and changes> Interfaced with IT Architecture team to align on key assumptions, business rules and overall delivery of the solution> Reviewed and validated test artifacts to ensure the results are in alignment with the business requirements and expected/desired results> Coordinated production test plan with the Customer Experience & Testing Certification team> Supported weekend launches of the promotions as they are pushed to the system production environment> Program managed the post launch issues and worked to resolve those issues swiftly Show less

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  Verizon

  Sept 2012 - now

  Providing leadership for multiple agile teams, managing business readiness including requirements, delivery roadmaps and business unit expectations. Leading multiple vendor, development, business and GTS teams to influence quantifiable (measurable) results. Tracking and monitoring the progress of the project within the team and to a larger audience, which includes business and IT executives.Overseeing management of user stories, set goals, and facilitate sprint and release planning.Managing milestones across multiple teams, including cross over impacts across portfolios and organizations.Understanding complexities of a large program and provide guidance for the development and scrum teams as required.Maintaining proactive and positive relationships with product managers and other organizational units such as QA, operations, and external IT partners. Negotiating scope, schedule with external IT and business partners. Support escalations around time and roadmap delivery.Establishing common goals across multiple teams, and define useful metrics and reporting to track team performance.Leading teams of engineers through the completion of all phases of the project.Leading the core team in an agile methodology to develop working software frequently to production.Providing the best user experience for the customers.Continuous attention to technical excellence and good design.Providing feedback and assessment following initial project completionUnderstanding and translating business strategy to technical teams and vice versaEnsuring a clear package/definition of work via roadmap, functions, features and ready for development. Understanding of 30/60/90 VBG delivery map oversight for all programs in assigned workstreams. Creating focused forum cadence for program health. Show less - Managed the outbound call strategy for our Retail and Indirect Fleet. [1600+ stores]- Data expert who analyzed campaign performance to identify which campaigns are helping, which are hurting and how do we increase results without increasing call volumes.- Discovered several low priority campaigns and was able to advocate and fight for what her channels needed in order to convince Marketing to remove them.- Advocated, secured funding and implemented a new prioritization of campaigns. This further helped enable the strategy to be executed. Show less - Enabled seamless and compelling Omni channel experiences for both our customers and the V Team- Cross functional team management for the Consumer Customer Success and Sales and Operations. - Built the future, create a more connected world and focus on delivering moments that matter- Provided expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, UX Design, Marketing and other organizations- Analyzed customer behavior data to identify insights and define tactical plans to execute- Built digital capabilities that encompass the consumer lifecycle- Translated customer requirements into product requirements, advocating best practices for 5G network, coverage and capacity solutions Show less • Responsible for the existing customer digital ordering experience and performance across desktop, mobile and app• Participate in sprints and requirements gathering sessions to define project scope• Develop and vet business cases for new projects• Write requirements and detailed online experience documentation including screen mockups, and collaborating with Design, Development and Marketing teams as necessary• Work with Development partners to ensure project documentation is understood and implemented as expected• Determine metrics tracking and reporting requirements and ensuring both their implementation and use to optimize site performance• Work with Testing team partners to ensure projects are tested thoroughly pre- and post-production environments• Monitor project implementation and working all issues through to resolution• Provide training documentation to customer support teams Show less Oversee the execution of program and project strategies aligned with established objectives. Leverage planning, development, and implementation of cost-effective programs and projects, supervising cross-functional team performance activity, and implementing process improvements. Handle all program and project administration, managing budgets, tracking progress, and preparing data for dashboards. Key Accomplishments:• Led marketing strategy for three products, exceeding performance objectives, and resulting in end-of-year sales revenues at 110% to 239%. • Spearheaded the delivery multiple MapQuest projects and the AOL Email Transformation project. • Exceeded revenue objectives for new and pre-existing customers of equipment products. Show less Drove end-to-end and high-quality program management and timely delivery of FiOS IP TV service. Prioritized workflow, video content, and team operations. Led broad and complex workflow and scope of video content management across up to seven cross-functional sub-teams. Key Accomplishments:• Directed strategic initiatives and established processes to streamline the implementation of reporting and quality standards for the integration of the AOL and MapQuest acquisition. • Managed cross-functional team launching the new platform for external customers, executing project plans and action logs to ensure strategic goals align with deliverables.• Identified deficiencies and implemented process improvements to increase productivity and efficiency.• Provided fast resolution and offered mitigation plan recommendations to maintain program development. Show less Held concurrent leadership responsibilities of managing Redbox and Verizon team operations in customer service vendor management and consumer market service delivery. Oversaw quality assurance, troubleshooting and resolution of IT and vendor operations issues, call monitoring, and reporting. Key Accomplishments: • Defined business planning and strategy partnership with Redbox Instant, developing and implementing quality standards and processes, and maintaining 97% overall success.• Maximized customer satisfaction by developing Customer Service Vendor Management Playbook to define KPI adherence and explain operational work requirements. • Facilitated Quality Assurance training and conducted call center inspections and customer survey analysis. Show less Drove product governance for customer service and cross-functional teams in developing solutions and innovative implementations to improve customer retention and satisfaction. Tracked customer service action items and deliverables for product, service, and device releases. Key Accomplishments:• Led cross-functional teams in developing innovative customer service enhancements and process improvements. • Provided workarounds, development error solutions, and improved registration conversion and service usability. Show less

  • Verizon

    Sept 2012 - now

  • Sales Programs Manager ~ Verizon Consumer Group

    Feb 2021 - Apr 2024

  • Lead Experience Manager

    Apr 2020 - Feb 2021

  • Ecommerce Digital Commerce Manager

    Jun 2018 - Feb 2020

  • Marketing Manager

    Mar 2016 - Jun 2018

  • Manager Program/Project Manager

    Nov 2015 - Mar 2016

  • Manager - Content Delivery and Management Program Management

    Nov 2014 - Nov 2015

  • Customer Service Channel Manager

    Apr 2013 - Nov 2014

  • Business Architect and Solutions Implementation lead

    Sept 2012 - Apr 2013