View Cart

Certified Resume Writers | Professional Resume Writing Service ~ Starting at Only $99!

The sample below is for a Project Management CV Resume Sample. This resume CV was written by a ResumeMyCareer professional CV resume writer, and demonstrates how a CV resume for an Executive Management CV Resume Sample should properly be created. Our Certified Professional CV Resume Writers can assist you in creating a professional document for the job or industry of your choice.

Get Started Now!

PROJECT MANAGEMENT

Experienced and knowledgeable Project Management professional with more than 20 years experience driving quality assurance project operations in challenging and competitive markets. Decisive, solutions-focused, and results-oriented leader with experience in communications and marketing development, automation and technology-driven initiatives. Progressive leadership experiences have developed a passion for surpassing corporate objectives via combination of world-class Project Management and superlative operational initiatives. Seek a forward-thinking company that can utilize extensive IT and leadership expertise, and strong project engagement skills.

Core Competencies
Process Improvements • Project Management • Profit Growth • Staff Training • Negotiation
Team Leadership • Strategic Analysis • Communications • Process Streamlining • Customer Relations

PROFESSIONAL EXPERIENCE
AT&T – Service, Inc., City • TX 2007 – Present
Sr. Quality/M&P/Process Manager
Provide Process Management and Quality oversight to the U-verse Care Tier 1 and Tier 2 call centers reach and exceed KPI (Key Performance Indicators) goals by strategic project management, developing processes and procedures for all showcased technologies. Design decision flows and Case Type Value (CTV) codes incorporated into Work Flow Engine (WFE) to support billing related calls and support requests. Partnered with toll and training teams testing new U-verse Portal and created M&Ps for agent use. This Portal allows for effective troubleshooting and customer issue resolution tools for agents to quickly respond to reported issues. Managed deployment and modifications to feedback tool used for Care managers to provide feedback across division and organization. Effectively reduced call transfers tin care by 24% with savings of $33K annually by providing Sales associates with information regarding low-end technical questions to customers instead of transferring to Care. Partnered with Sales to effectively build support process for retail stores using U-verse Care as support arm for customer assistance regarding technical issues. Assisted Product Marketing in testing new and existing U-verse technologies and with Pace, UVNOC and COE team to test and resolve issues with 2Wire 3801 RG and BPON/Fiber to premise. Discovered software bug caused pixilation and picture freezing problems. Assisted in project rollout of CSI Voice over iNID that helped reduce costs for truck rolls ($75 to $149) and reduced dispatch rates for maintenance calls. Other project assistance; CSI Double Pack (HSIA and Voice) over iNID roll out and support, Click to Chat, and CSI Voice over IPDSL. Assisted in migrating M&P articles from AFSS (Agent Facing Support Site) central repository to the MyCSP central repository in an effort to become more seamless across the AT&T footprint. Evaluated approximately 1,000 articles to determine whether to migrate (with no updates), updated and migrated or retired.
Key Highlights:
• Managed iNID project rollout and support that generated up to $182MM in annual revenue.
• Single Pair-to-Pair Bonded built process and partnered with UFO (U-verse Field Ops), FDQ (Frequent Dispatch Quarterback) and NAFG (National Address Filter Group) that gave Technicians another option to resolve loop length problems and avoid having to cancel Customer’s service.
• Assisted in developing and managing the IMC Tool, to be used as a central repository for U-verse Care Tier 1 and Tier 2 team leads, and the Six to Fix a troubleshooting process tool for U-verse Care Tier 1 and 2 call centers that effectively streamlined quick and effective customer issue resolution process.

SBC, San Antonio • TX 2005 – 2007
Area Manager – VOIP System Support
Provided business and technical requirements gathering and developed in-house and vendor proprietary HIPCS Platform and Web Portal applications. Performed UAT testing for application upgrades and new applications. Managed projects for mini and major HIPCS business VoIP releases. Collaborated with IT, Online and Marketing departments for CVoIP business and technical requirements and planning for CVoIP go live on 12/2006. Provided application support for internal user community and served as liaison to IT, Online and Marketing to effectively troubleshoot application problems, design and provide logic to applications through change requests and business requirements and Project Management training.

SBC – Advance Solutions Inc., San Antonio • TX 2000 – 2005
Sales Manager – Northern CA & NV
Performed Business and Technical requirements gathering and development for in-house proprietary software applications (NEWS – Network Engineering Web System and NEWT – Network Engineering Web Tool). UAT application testing using test cases for application upgrades and/or new applications. Application support for Network Planning and Engineering and Project Management user community, and 2nd Tier support to NP&E help desk. Liaison to IT (production support and development) in troubleshooting application problems designed and provided logic to applications. Provided application training to Network Planning and Engineering, Project Management and Closing departments. Managed three direct reports and one indirect report.

EDUCATION AND CREDENTIALS

B.S.O.E. Business Administration, Business Management
Wayland Baptist University, San Antonio • TX

Order From Us Securely at ResumeMyCareer.com