Cynthia Giannaccaro

Experience

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  MCI Corporation

  Jan 1989 - Jan 1992

  National Account Support Consultant

  National Account Support Consultant Various U.S. Major Accounts Provide service implementation management, proactive customer service and revenue/billing management for assigned National accounts. Provide resolution to service problems in an accurate and timely manner. 1987-1989Operations Coordinator Interfaced with New Jersey Bell, sales teams, and other internal departments concerning the installation of services. Coordination and implementation of network circuits (FGB, FGD and IMT). Responsible for the training and supervision of new employees. Show less

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  Verizon Business

  Jan 1992 - Jan 2003

  Senior Global Support Consultant

  Senior Global Support Consultant Responsible for overall service management of assigned global accounts. Coordinate both internal and external resource management. Deliver service plans and account reviews. Project management between customer internal resources and account team. Managed customer receivables to ensure 5% or less of total base was in over 90 days past due status. Created customized order forms, status sheets, circuit inventories, and financial statistics. Provide customers with detailed reporting for chargeback allocation. Quarterly review/reconciliation of telecommunication invoices for budgeting purposes. Maintained all contract deliverables for Global Accounts. Planned, organized and managed each customer circuit transition projects. Coordinated monthly MTTR meeting and reporting. Steady State operations including circuit upgrades, security and router changes, and trouble management and review. Developed and maintained process and procedures for Change Management. Faciliatated weekly and monthly calls with customer, third party vendors and Verizon team on all projects. Created customized reporting and program plan inventories. Developed and trained customers on Quickr portals. Show less

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  Verizon Business

  Aug 2004 - now

  Project and Program Manager

  Lifecycle Project Manager : Plan, schedule and execute telecommunications and IT projects for Enterprise and Government customers based on contractual agreements after transition to Verizon services. Drove impressive improvements across the business as a result of IT implementations. Responsible for providing lifecycle project and resource management in support of the request fulfillment process for core and strategic products via standard and non-standard processes. Improved the project business requirements and managed internal Verizon supplier organizations, as well as Third Party Vendors, client partners and customer deliverables to achieve Critical Success Factors. Develop communications pertaining to project installation, project milestones, risk mitigation strategies and overall governance, both internally and externally. Serve as an advocate for customer in dealing with Verizon and other telco entities. Accountable for the implementation and process communication for all VPN /remote access orders. Responsible for weekly and monthly executive reporting deliverables. Responsible for the coordination of an average of 1000 monthly orders to the project management life cycle team. Provides billing support to correct casual billing and move to corporate account with applicable credit adjustments.Program Manager : Responsible for all contract deliverables for Global Accounts. Planned, organized and managed each customer circuit transition projects. Coordinated monthly MTTR meeting and reporting. Steady State operations including circuit upgrades, security and router changes, and trouble management and review. Developed and maintained process and procedures for Change Management. Faciliatated weekly and monthly calls with customer, third party vendors and Verizon team on all projects. Created customized reporting and program plan inventories. Developed and trained customers on Quickr portals. Show less