SENIOR MANAGER TECHNOLOGY TRANSFORMATION ARCHITECTURE FOR BUSINESS SERVICES
Achievement driven, experienced in Product Management, Design Thinking, Project Management, Software Development, Process Design, System/Process/Solution Architecture, and Leadership bringing 26 years of transformational experience. Customer focused designed thinking champion.
- MBA 2010 Concordia University, Mequon, WI
- MS Political Science1994 Western Michigan University, Kalamazoo, MI USA (incomplete)
- BS Political Science 1992 Western Michigan University, Kalamazoo, MI
- Continual education 2015-current Udacity, Udemy, MATC
AT&T June 1995- Current
2013-current, Sr Technical Process Architect
Plan, implement, and evaluate current processes including people (personas), processes, and technology to effect large scale technology transformation and improvements in business processes and practices. Facilitate cross-functional high-performing teams tasked with achieving agile continuous improvement objectives. Compile, track, and report to stakeholders at all levels on improvement project results and status. Evaluate the effectiveness of the process improvement program and improve the toolsets utilized in a continuous customer focused improvement manner. Implement strategic business objectives driving quality and compliance. Document and create value stream maps, process maps and other documentation related to current state of operation including touchpoints, systems, pain points, and opportunities for improvement. Co-create future state of operation with key stakeholders identifying key improvement KPIs. Create user stories, personas, journey maps, test cases, and documentation as required by the transformation effort.
- Constantly recognized as exceeding expectations
- Recognized for delighting an enterprise customer transforming their network experience removing barriers and pain points to their support model
- Recognized for transforming the Custom Sales Order Process (AKA CSOP) creating efficiencies and repeatable processes for very complex deals
2007-2013, Service Executive Enterprise Business
Championed customer service management and issue resolution for large AT&T enterprise customers. Created and published customer service reports and presentations for large AT&T retail accounts. Project managed process improvement efforts for large retail customers utilizing a six-sigma approach. Facilitated customer facing joint leadership meetings to achieve a better customer experience with AT&T. Assisted clients with training on AT&T products and services. Owned total customer experience for large customer base.
- Recognized for leading a customer satisfaction improvement project to clear a series of large on-going billing concerns for the largest branch customer resulting in an improved customer relationship.
- Improved customer experience survey results for assigned module, from 5’s and 6’s when accounts were assigned to 9’s and 10’s consistently through-out the relationship.
2001-2007, Area Manager Customer Service
Directed the performance achievements of 7 management and 118 non-management employees in a union environment, in Wisconsin and Indiana. Was responsible for the growth and development of employees including coaching, creating action plans, mentoring, secession planning, and career counseling. Was responsible for administration of attendance management including ELINK time reporting, disability and FMLA. Provided employment training to direct and indirect reports. Developed, implemented and delivered departmental and company policy. Led department-level strategic and operational planning programs. Developed, managed and monitored overall department budget and spending, including well-planned and appropriate resource allocation for assigned wholesale segment. Championed product, method, and process improvement efforts within the UNE-P Local Service Center. Was responsible for meeting time sensitive customer ordering commitments and customer projects. Directed management of customer calls, escalations, and out of service conditions, within all related regulated performance measures. Additionally, provided ordering and billing support to service, account and staff managers in a 13-state environment. Created and published M&P and technical documentation for former retail and wholesale accounts. Worked with Legal, Account Team, and Finance on customer dispute resolution.
Consistently exceed regulated benchmarks for timeliness of service order issuance of 95%. Achieved 97% or above ACD adherence each month while experiencing varying volumes and numerous system issues. Reduced overtime and expenses by 10%. Trained, developed, and managed 140 management and non-management employees achieving significant improvements in productivity and ordering quality. Instituted a career development program. Developed employee recognition programs in a budget restricted environment. Received Vice Presidential recognition for contributions to driving down the Performance Measure Penalties for FOC TAILS to nearly zero from an average of $150K monthly. Received additional Vice-Presidential recognition for contributions to the 271 filings related to Michigan Compliance Plans to improve order quality. Recognized by the Federal Government as a Patriot Employer.
2000 – 2001 Ameritech (AT&T), Wyoming, MI USA
Line Manager Customer Service
Managed 20 Service Representatives including performance management, FMLA, and other issues. Provided ordering and billing support to Service, Account and Staff Managers. Partnered with the Union to ensure support of key strategies and initiatives including disciplinary action. Handled escalations on service issues for CLEC’s on Resale and CPO products. Assured compliance to merger commitments including tracking Firm Order Commitment (FOC) benchmarks to assure that no misses occurred thus minimizing financial exposure. Consistently exceeded all performance benchmarks. Analyzed FOC misses to determine root cause. Implemented successful plans utilizing root cause analysis to reduce or eliminate future performance measure misses. Responsible for successfully project managing several large CLEC migration projects.
1995 -2000 Ameritech (AT&T), Wyoming, MI USA
Demonstrated effective leadership and encouraged team concepts while serving as a team captain (service leader). In this capacity I solved telecommunications problems and interfaced with inter-departments, other telecommunications carriers, and vendors. Demonstrated skillful communication and negotiation skills while serving as the SPOC (Single Point of Contact) for the resale segment. In this capacity I investigated the questions of other representatives and team captains related to any aspect of the resale segment and product specific matters, which had previously no answer, and shared the results with the rest of the resale team. In this capacity I interfaced with the subject matter experts of various telecommunications products. Gained experience and knowledge in complex products such as: Centrex, PBX, Circuits (analog and digital), ISDN/ISDN Prime/PRI and Pots services. Advised resellers of Ameritech products and services on many matters with regards to processing service orders. Consistently exceeded all performance benchmarks.
Strong technical telecommunications background:
Able to manage large/complex projects,
Knowledgeable in release management,
Effectively create business requirements and technical documentation,
Able to effectively manage IT development vendors,
Knowledgeable in Agile, Waterfall, and Six Sigma quality methodologies.
Process Management SME
Research and Planning:
Able to perform business forecasting,
Strong background in requirement generation,
Able to analyse problems or defect areas to develop creative, value-added, and cost effect solutions.
Ability to lead groups toward transformational goal attainment,
Effectively able to manage and direct the efforts of others,
Strong performance management skills,
Able to effectively delegate and create project ownership with partners,
Superior conflict management skills,
Able to coach and develop subordinates and indirect reports, Vested in transformational leadership style.
STEM education, Volunteering for Hunger Task Force of Milwaukee, Member of Wisconsin Athletic Club, Gardening, Girls who Code, Women in Technology