Swinetta Marsh

Dynamic and results-oriented Program Manager with over 20 years of experience in the telecommunications industry. Recognized for my ability to lead complex projects and drive operational excellence while coordinating cross-functional teams to achieve organizational objectives. Proficient in stakeholder management, process improvement, and project management methodologies, with a strong background in training and development to elevate team performance.

Associate The UPS Store, Dallas, TX

August 2025 - Present

• Delivered exceptional customer service through face-to-face interaction and telephone support, achieving a 95% customer satisfaction rating.
• Employed active listening and problem-solving skills to accurately assess customer needs, resulting in a 20% increase in repeat customers.
• Took ownership of customer shipping requirements by identifying and offering viable solutions, enhancing operational efficiency.
• Proactively engaged in product knowledge training, facilitating team training sessions that improved overall service quality.
• Operated a variety of equipment and software, mentoring colleagues and enhancing team efficiency.
• Maintained a clean and organized workspace, contributing to workplace safety and compliance with operational standards.

Lennar, Irving, TX

September 2024 - March 2025

• Managed a robust sales pipeline by effectively following up on internet leads, achieving a 30% increase in scheduled appointments.
• Enhanced customer engagement by delivering detailed community information and addressing inquiries across multiple channels (email, live chat, phone).
• Coordinated on-site and off-site sales events in collaboration with the sales team, contributing to a 15% increase in quarterly sales.
• Documented all customer interactions in Salesforce CRM, ensuring accuracy and improving communication with New Home Consultants (NHC).
• Developed positive online customer experiences, demonstrate strong communication skills and adaptability to various customer needs.

Noodoe, Remote

July 2023 - March 2024

• Managed the post-sales onboarding process, ensuring smooth transitions and achieving a customer satisfaction score of over 90%.
• Acted as the primary contact for customer inquiries regarding shipping, freight quotes, and training, facilitating clear communication.
• Maintained accurate customer data in Salesforce, improving data integrity and information flow to support cross-functional initiatives.
• Collaborated with Sales, Operations, and Training teams to create seamless customer experience, enhancing overall operational efficiency.
• Streamlined post-sales support processes and implemented best practices, increasing operational productivity by 25%.
• Guided new clients through onboarding processes, including product tours and setup, ensuring a seamless transition to services.
• Acted as the primary point of contact for onboarding, effectively removing implementation roadblocks to achieve timely client success.
• Addressed product-related inquiries, empowering clients with knowledge and resources to maximize usage and satisfaction.

Amazon Web Services (AWS), Remote

December 2021 - June 2023

• Directed the AWS content project intake, enhancing team efficiency and improving project delivery timelines by 15%.
• Spearheaded process improvements with key stakeholders, leading to increased collaboration and satisfaction among teams.
• Served as a Certified Inclusive Ambassador, promoting diversity and inclusion initiatives within the workplace.
• Facilitated smooth project hand-offs and collaborated with various stakeholders, enhancing project outcomes and team productivity.

Amazon Web Services (AWS), Remote

June 2021 - December 2021

• Led the comprehensive management of the AWS learning platform, optimizing functionalities and achieving a user satisfaction rate of 95%.
• Implemented continuous improvement initiatives that enhanced platform performance and increased user engagement.
• Conducted impactful user training sessions, driving adoption across the organization and elevating platform usage metrics.

Frontier Communications, Irving, TX

April 2016 - January 2021

• Designed and implemented training programs on policies and procedures, resulting in a 20% increase in team efficiency.
• Developed evaluation methods to measure employee progress and training effectiveness, driving continuous improvement efforts.
• Created and maintained a library of training materials, fostering a collaborative and supportive learning environment.

Verizon, Irving, TX

August 2013 - April 2016

• Executed strategic communication and training initiatives that enhanced employee engagement and streamlined internal processes.
• Authored engaging internal communications, fostering a culture of collaboration and information sharing among teams.

Verizon, Irving, TX

September 2009 - July 2013

• Predicted resource allocation needs and optimized capacity, which led to a 15% reduction in operational costs.
• Assisted in recruitment and onboarding processes, enhancing workforce quality and ensuring a smooth integration of new hires.

Verizon, Irving, TX

June 2007 - August 2009

• Managed the candidate pipeline efficiently, improving recruitment effectiveness through targeted sourcing strategies.
• Conducted in-depth interviews and assessments, enhancing the selection process with precise documentation of candidate evaluations.

Verizon, Irving, TX

July 2005 - August 2009

• Managed customer inquiries and complaints with a focus on delivering timely and accurate resolutions, achieving a 90% first-contact resolution rate.
• Consistently met quality assurance requirements and performance metrics, contributing to an overall improvement in customer satisfaction.

W. H. Adamson High School