Quality Control Manager/ Project Manager

Posted on: 2006-02-06

Leslie M. Boston 22530 Third Street Apt. 104 Hayward, CA 94541 Home Phone: (510) 582-4022 Email: [email protected] Summary Extensive experience providing project management, and consulting services within the competitive telecom market. Serving as a liaison between the customer, sales, operations and others concerned with the installation process. Involved in service negotiation with provisioning, customer and the vendor. The ability to understand the business growth objective of a telecommunications company with a solid knowledge of telecommunications process and technology. Experience Administrative Assistant II-Human Resources Compensation and Benefits September 2005 - Present UCOP (University California Office of The President) TOPS Program Provides administrative and analytical support, which may include managing correspondence flow; creating reports spreadsheets and charts; reviewing and transmitting a variety of documents; entering information into database; researching and analyzing confidential and sensitive documents; and other administrative support services. Quality Control Manager, Local Services February 2003 - January 2005 AT&T Conducted weekly conference calls with service delivery managers supported. Controlled the quality check to determine order accuracy, type of order and order placement. Corresponded with the account executive with the status of their request. Participated in daily/ weekly/monthly conference calls with other team leaders nationally. Performed deep dives on orders as needed from Sale Center Vice President report for weekly scorecard. Served as first level of escalation for /on service delivery managers. Compiled, researched and coordinated reports, analyses, post mortems as needed on all supported projects. Encouraged team to work through problems and escalate effectively to meet their productivity and quality metric. Provided coaching and training (SME) on an as needed basis to all service delivery managers supported on all aspects of service delivery manager job functions.Provided workload balancing across team as needed. Project managed a minimum of five projects. Served as backup for Regional Service Delivery Managers on any given notice. Generated weekly analysis, reporting, and not limited to ten deliverables. Received spotlight award for leadership and dedication to helping customer and project managing the migration of local services. Local Service Deliver Manger July 2001 - February 2003 AT&T Coordinated resources, schedules, delivery and acceptance of local service throughout the process of installation. Ensured realistic customer expectation are set and achieved. Demonstrated the ability to handle and prioritized customer escalations. Worked directly with account executives, operations, the customer and their vendors for successful implementation of services. Provided effective support to customers and Sales Team related to circuit ordering, install, billing and maintenance issues. Reviewed customer contracts. Conducted first bill reviews with the customer. Analyzed billing discrepancies and administered corrective action on behalf of the customer. Undertook the responsibility as a subject matter expert to support team members. CUSTOMER PROJECT MANAGER - GROWTH MARKETS April 1999 - July 2001 AT&T Supported Growth Markets account team in the use of contracts, advance features, applications, competitive and technical aspects in the implementation of AT&T products and services. Assisted account executives with the closing of the sale of service. Responsible for the development of implementation, assurance, acceptance plans, and monitors the process quality. Reviewed service contracts. Coordinated services with the customers, and their vendors. Implemented a broad range of complex services including T1.5 circuits, advance features, switched 56 services, toll free multimedia, and software-defined networks. Satisfied escalations demands of the internal, and external customers. Coordinate personnel within various departments’ internal, external, local exchange companies, customers, vendors, and hardware providers, to ensure smooth cutovers of telecommunication services. Conducted first bill reviews with customers. ACCOUNT MANAGER October 1997 - April 1999 AT&T Sold assigned products, solutions, and services to customers, directly and/or indirectly. Sought to obtain, increase, and maintained revenue streams for the company through such sales to business customers. Utilized both short and long-range marketing strategies; build relationships and strived for customer satisfaction in all dealings. Maintain and grew revenue for assigned accounts by developing account strategies and plans. Led the client relationship maintaining a strong business, professional and sales relationship with executives and functional leaders within assign client base, and exercise team leadership skills. Ensured customer satisfaction is maintained at a high level and revenue assurance is managed. Negotiated contracts for service. Uncovered new sales opportunities. Prepare proposals for presentation that represent pricing and service information. Published quarterly newsletter for customers. Supplied customers with resolutions for incorrect billing. SERVICE ORDER ADMINISTRATOR June 1996- October 1997 AT&T Implementation of Nodal Inbound, ISDN, T1.5, ACCUNET, Digital Link, Frame Relay, Data and PVC services. Responsible for reviewing request for accuracy for acceptance or rejection. Interfaced with sales on order accuracy. Processed orders for Inbound/Outbound and Data services. Applied order numbers and account numbers for billing. Demonstrate the ability to type service request in the correct ordering systems. Worked within provisioning in a case team environment along side technicians, designers and technical consultants. Professional Development and Training Certificate - Project Management Framework, Boston University Certificate - Fundamentals of Project Management, Boston University Human Resource Skills For The Project Manager How to Plan and Manage Successful Projects Microsoft Mail Microsoft Word Microsoft Excel PowerPoint