Abby Durrant

Experience

• 

  Guitar Center

  Oct 2004 - Feb 2008

  ❖ Resolved department challenges, improved merchandising processes, and maintained working order of POP and demo displays resulting in simplified floor sales❖ Achieved department sales goals through coaching positive engagement of walk-in business, generating call leads, and implementing performance expectations ❖ Floor sales – qualified customer needs, closed sales, maintained merchandising❖ Awarded "Unsung Hero Award" 2007, "Most Improved Employee Award" 2005

  • Department Manager

    Sept 2007 - Feb 2008

  • Sales Associate

    Oct 2004 - Sept 2007
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  TEAC America, Inc.

  Apr 2008 - Oct 2009

  Logistics Coordinator

  ❖ Logistics coordination, data entry, billing updates, paperwork processing for outbound sales / transfers / and container import deliveries❖ PBX / Front Desk backup - reception & secretarial support

• 

  TASCAM

  Oct 2009 - Jun 2013

  GOALS:Ensure Support and Success of Key AccountsDETAILS: ❖ Traveled nationally to Key Account retail & call center locations to provide in-depth product trainings, promote product features & benefits over competition, distribute marketing materials, and enforce merchandising requirements resulting in increased sell-through and improved brand awareness ❖ Handled account communications, fielded consumer feedback, collected sales & inventory data, and analyzed weekly/monthly/quarterly/year-over-year reports leading to maximized inventory allocation and identification of new or missed opportunities ❖ Supported executive, marketing, and sales teams – established and maintained key organizational systems resulting in streamlined and effective day to day operations Show less

  • Key Account, Sales & Marketing Support Specialist

    Jan 2012 - Jun 2013

  • Operational Support Representative

    Oct 2009 - Dec 2011
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  Four Winds Interactive

  Feb 2014 - Nov 2019

  GOALS: Create/Improve Enterprise-wide Processes in SaaS Model Business ❖ Improve Data Integrity & Reporting ❖ Improve Customer & Employee Experience ❖ Achieve Time/Cost Savings Across Company Resources ❖ Liaison Between Business Units & IT/Business Systems Teams ❖ Measure Results/Outcomes ❖ Manage Continuous Improvement EffortsACHIEVEMENTS(design, rollout, adoption, maintenance & continuous improvement):• HR System Workflows for Employee Onboarding, Position Change & Offboarding - Avg 93% of tasks completed before employee start date - Avg 81% of tasks complete before employee term date• Vendor Onboarding & Renewals Management System Workflows - 400+ Vendors added to system - Automatic renewal processing & onboarding task assignments• Salesforce Team - Queue Workflow Redesign, Metrics & Project Roadmap - 58% Reduction in workload hours from Q1 to Q4 - 60% Reduction in System Maintenance Hours - 61% Reduction in System Cleanup Hours• Technical & Pro Serv Sales Scoping Processes - 96% Completion of new scoping records vs 30% of old records• Slack Enterprise/Zoom/CPQ Implementations• Developed & Managed Data Analyst Role• Organizational Alignment of IT & Business Systems Teams• Fun Committee /Holiday Party Committee Co-ChairsDETAILS:❖ Identify areas of company-wide process inefficiencies, deficiencies, and business system gaps ❖ Prioritize projects based on impact to company strategic goals, level of effort, and return on investment ❖ Bring together stakeholder groups to work & champion cross-functional process projects ❖ Lead process mapping & issue identification exercises with project stakeholders ❖ Design process solutions & create mockups/wireframes for business system workflows ❖ Create process related communications & documentation ❖ Coordinate process trainings & rollout activities ❖ Continuous maintenance and improvement of newly launched processes/workflows/system tools ❖ Manage analytics requests & data cleanup efforts Show less GOALS:Department Focused Process Improvement Initiative Identification ❖ Prioritization of Initiatives Based on Customer Journey Priorities and Pain Points ❖ Manage Process Projects & Data Initiatives ❖ Introduce Change Management PracticesACHIEVEMENTS (design, rollout, & adoption):• Restructuring of Tech Support systems, processes, metrics, SOP & KPI’s• Developed Professional Services team RACI• Introduction of PSA tools to Project Management Team• Designed phase-based project feedback surveys for internal resources• Established Process & Change Communication Committee for 2017 - Tracked status of 40+ projects across 12 departments - 102 process / change requests processed - Managed all process & change communicationsDETAILS:❖ Analyze department focused business processes, workflows, functions, and structures to determine how they can be improved, consolidated, or automated❖ Create detailed project plans to execute process improvement initiatives across the Professional Services organization in order to improve efficiency, performance, and customer satisfaction metrics❖ Utilize internal performance data and customer feedback to identify opportunities to improve quality, service and cost within the company.❖ Establish and maintain effective companywide process / change communications❖ Create and maintain effective relationships across business unit owners Show less GOALS:Comprehensive Time Entry & Utilization Management ❖ Professional Services Reporting, KPI’s & ForecastingACHIEVEMENTS:• Developed utilization incentive qualifiers, guidelines, and payout structure• Processed weekly, monthly, and quarterly utilization reporting for individual resources and teams• Processed final quarter utilization scores for 60+ resources• Improved internal Utilization by 20% over 6 months / Increase of monthly billable hours by nearly 2,000DETAILS:❖ Time entry management & enforcement of all internal billable Professional Services resources ❖ Implementation of Utilization reporting and KPI’s❖ Developed and managed Utilization based Incentive for internal billable resources❖ Built and maintained individual time entry Salesforce dashboards for resources and managers❖ Built and maintained Professional Services revenue, survey, & pipeline reports, charts, graphs and dashboards❖ Developed forecasting model for all Professional Services revenue sources❖ Aggregated data and reports for all Professional Services Show less GOALS:Support the SR VP of Global Operations and all Professional Services & Support TeamsDETAILS:❖ Provide revenue, billing, utilization, department, and account metrics using Salesforce reporting, dashboards, databases, & Excel❖ Create and compile visual presentations for company meetings & client presentations❖ Run A/V technical streaming applications / equipment for meetings & presentations❖ Manage Outlook calendars, team schedules, expense reports, & travel coordination❖ Coordinate meeting preparations, conferencing, documentation & distribution of meeting minutes❖ Provide as needed administrative and office support Show less

  • Senior Business Process Improvement Manager

    Mar 2018 - Nov 2019

  • Business Process Improvement Manager

    Sept 2016 - Mar 2018

  • Operations Analyst

    May 2015 - Sept 2016

  • Executive Assistant

    Feb 2014 - May 2015
• 

  DISH Network

  Jan 2021 - Dec 2021

  Senior Program Manager

  Program Management - Customer Experience Operations PMO - WirelessPrograms: Boost Mobile TSA Exit from T-Mobile / Ting Mobile TSA Exit from Tucows❖ Manage assigned annex initiatives and drive projects to timely, high-quality implementations; analyze variances, and initiate corrective action as needed ❖ Partner with business area stakeholders, executive leadership, and technology teams on initiatives to align project outcomes with strategic priorities and direction❖ Design and improve PMO intake, tools and processesProject Management - Customer Experience Operations & Enterprise❖ Draft and validate project requirements, understand and meet sponsor's needs, communicate status and escalate issues on an as-needed basis❖ Lead enterprise impacting, cross-functional project teams from requirements, analysis, project estimates and budgeting, through deliveryLeader - Corporate Administrative Team❖ Provide professional development coaching and career guidance; define role responsibilities, goals, and success criteria❖ Propose, design and implement process improvement projects for the CXO organization❖ Coordinate and improve DISH Agent Engagement & Recognition program❖ Coordinate work of contractors, sub-contractors and vendors as required for events and services❖ SVP/VP Support - meetings, calendars, lunches, off-sites, events, ad hoc requests❖ Plan, schedule and coordinate Town Hall, Leadership, and All Team Meetings Show less

• 

  DIRECTV

  Jan 2022 - now

  Overall Purpose:• Responsible for all aspects of technical project and program management.• Manage projects and programs that are typically high value long term strategic projects that require tight coordination and integration with multiple organizations and suppliers.• Provide overall direction or analytical guidance to project and program teams that typically span multiple organizations and may also include outside suppliers/vendors.• Recommend and takes action to direct problem analysis resolution within time and resource constraints.Key Roles and Responsibilities:• Conduct end to end project management of multiple large projects and may also manage sub components of a large program.• Lead cross functional teams to complete projects or program deliverables within allotted timeline and budget.• Identify key internal/external stakeholders necessary for project completion and develops overall strategy for execution of high value projects.• Define project scope and objectives, guides activities of a project/program team including delegating tasks to team members, identifies resources, and establishes master timeline for deliverables.• Work with external vendors and internal stakeholders to champion project(s) across the entire organization. Develops detailed work plans, schedules, estimates, resource plans, and status reports.• Conduct project/program meetings and is responsible for project/program tracking and analysis.• Ensure adherences to quality standards and reviews project/program deliverables. Manages the integration of vendor tasks and tracks and reviews vendor deliverables. Provides technical and analytical guidance to project team.• Recommend and take action to direct the analysis and solutions of major problems. Communicates to client/vendors/leadership. Show less

  • Senior Tech Program / Project Manager - Engineering / Tech & Ops, Chief of Staff Office

    Jul 2022 - now

  • Program Manager Chief of Staff Office - Tech & Ops / Engineering

    Jan 2022 - Jul 2022