HCL Tech, Remote August 2019 – December 2024
Lead Project Manager (Acquisition from Verizon 2023)
Spearhead the development and execution of comprehensive project plans and timelines, driving the successful on time delivery of large-scale, multi-phase initiatives that consistently support organizational goals.
- Directed cross-functional teams across engineering, operations, and finance, guaranteeing seamless project execution within established timelines.
- Identified and mitigated project risks through proactive solutions, maintaining critical milestone progress.
- Acted as a central point of contact for stakeholders, maintaining transparency and continuous engagement, using Smartsheet, Sharepoint, MS Office and G-Suite.
- Optimized resource allocation, managing budgets, and materials to ensure project goals are achieved efficiently and within scope, often exceeding expectations.
- Achieved multiple CSAT scores of 10/10 resulting in contract renewals and new business opportunities.
- Successfully delivered a $1M infrastructure upgrade project on time, which resulted in $50K in annual savings for the customer’s bottom line.
Verizon, Miami, FL
January 2010 - August 2019
Service Program Manager
Orchestrated comprehensive lifecycle governance for global companies, overseeing service portfolios, across change, financial, and order management silos focusing on efficient service delivery and client satisfaction.
- Drove global service level management, transitioning from implementation to operational phases, achieving critical service levels across regional operations while delivering consistent value.
- Championed KPI performance management across multiple supplier groups, including billing, ordering, and network assurance, driving operational excellence.
- Pioneered continual service improvement initiatives, devising and executing strategic risk mitigation plans to enhance service delivery, minimize disruptions, and boost overall operational efficiency.
Service Manager
Delivered exceptional customer service by partnering with operations to resolve service outages, coordinating business goals with network capabilities, and meeting service expectations.
- Acted as a strategic liaison between stakeholders and Verizon's corporate sector, optimizing customer experiences by effectively managing communications and addressing critical business needs.
- Facilitated quarterly service reviews, analyzing network performance, contract compliance, and order accuracy, ensuring top-tier service service is provided while driving improvements in operational efficiency.
- Partnered in account and contract planning, guaranteeing adherence to contractual terms and proactively addressing compliance issues through direct client engagement.
- Diligently monitored orders and trouble tickets, significantly reducing revenue impact by maintaining precise billing and managing the action register to keep operations on track.
- Developed and presented detailed root cause analysis reports, driving improvements in service reliability and preventing recurring issues through data-driven insights and solutions.
- Proactively monitored trouble tickets, identifying and resolving issues efficiently to achieve a 5% monthly reduction in service level agreement credits.
