Capella University

CUNY Bronx Community College

The Wood School

Adlai E. Stevenson High School

Project Manager - Telecom at Northwell Health

Melville, New York, United States

Northwell Health

Project Manager - Telecom

- Customer-facing effective management of projects from inception to completion.•	Generate project plans and schedule, define project scope, and manage deliverables in tandem with cross-functional teams. •	Hold regular status meetings with internal and external vendors, stakeholders, and customers to ensure a mutually agreed upon timeline and successful project completion. •	Oversee multiple concurrent and complex service orders, as well as high-profile/strategic multi-site customers requiring challenging technical product specifications. •	Proactively seek to identify obstacles to customer’s project requirements and propose practical solutions to achieve win-win outcomes. •	Overseeing order specific tasks as part of all project timelines including the approval and rejection of service orders.•	Lead internal and external project teams by setting expectations for the roles of each team member throughout the lifecycle of each project. •	Provide comprehensive status reports that track open action items as well as raise awareness of risks that could impact project timelines. •	Review project scope accuracy and direct the analysis of any work flow problems, critical paths and establish resolutions.•	Accountable for service delivery metrics such as; on time performance, monthly forecasting, and revenue quota.•	Preparation of close-out documentation to help customers easily transition to Day-2 maintenance.

Altice Business USA

Sr. Project Manager - Service Delivery

- Effectively maximized client retention and account growth for a portfolio of enterprise accounts.•	Acquired new revenue through prospecting activities and customer-facing appointments.•	Maintained knowledge of current sales, promotions and policies to enhance the customer’s product of services.•	Conducted quarterly billing audits and weekly account reviews to verify data integrity. •	Project-managed client implementations in precise alignment with timeline, quality, and customer expectations. •	Managed all aspects of portfolio accounts including repairs, moves, adds and changes.•	Provided single point of contact support for pre and post-sale management.•	Maintained face-to-face appointments with assigned accounts to improve the customer experience.•	Interacted and escalated with internal departments to ensure customer expectations were met.•	Earned President’s Club status in 2007 as a result of outstanding performance.

Paetec Communications

Major Account Manager

- Single point of contact for Strategic and White Glove customers.•	Promoted and provided cutting-edge technologies to an assigned account base by suggesting and selling enhanced products and features.•	Fostered strong client relationships based on trust and responsiveness to maximize satisfaction and retention.  •	Worked with multiple internal departments to deliver first-rate customer service and attention.•	Collaboratively launched new products such as VoIP and delivered training for online billing service which provided customers with instant access to individual accounts and specialized reporting features.

Eureka/Infohighway

Large Business Account Manager

- Advanced to train, coach, motivate, and mentor 11 customer care associates in a high-volume call center. •	Diligently enforced staff compliance with quality assurance procedures and concurrently supported large business accounts.•	Provided 1st level support for customer escalations.•	Displayed interpersonal and communication skills to elevate staff morale and productivity, build cohesive teams, and optimize overall customer service levels.

InfoHighway Communications

Customer Care Team Lead

- Maintained a good relationship between the company and the customers by solving complaints and answering inquires. •	Resolved billing issues as well as generated orders for moves, adds, changes, and disconnects. •	Escalated as necessary to Team Lead or proper point of contact for help with issues that could not quickly be resolved.•	Trained and facilitated new associates.

Customer Care Associate

- Consulted on a 3 year project as a member of the Voice Solutions Team responsible for relocating Bear Sterns to a new state of the art facility.•	Utilized Consultative Sales methodology and solution-based selling to recommend the best fit for the client's needs.•	Customized solutions and recommended services from channel partners including AT&T, Nynex, Time Warner Telecom Comcast, and dozens of other providers.•	Articulated and demonstrated alternative solutions; understand and influence customer's technical requirements; and positioned products relative to competition.•	Spearheaded carrier services, relocation, new construction, and cutover projects involving technologies spanning Centrex BRI, PRI, T-1; DS3 and Frame Relay.•	Organized testing and implementation of customer PBX Vendors and Telephone Service Providers.•	Implemented efficient escalation procedures and provided attentive support post-installation.•	Consulted on voice and data wiring jobs.

DVI Communications

Carrier Services Consultant

- Worked to establish the company as a registered CLEC after the deregulation of the telecommunications industry.•	Managed over 25 employees in a non-unionized environment.•	Successfully resolved employment turn-over by creating incentive and training programs.•	Estimated project costs, prepared proposals, and maintained up-to-date customer database.•	Implemented systems and processes to improve efficiency and reduce project costs and durations.•	Led integration efforts following acquisition of three new buildings, outlining and training new staff on Econotek standards, guidelines, and expectations.•	Initiated standardized methods for cost control, quality and deliverables across the company’s multi-location footprint.

Econotek Communications

Director of Operations

Director Of Operations

- Maintained, backed up, and monitored trunking issues (CPE or carrier) on Tadiran and Nortel PBX systems. •	Facilitated customer moves, adds, and changes to service while developing cooperative relationships internally and externally to ensure complete satisfaction.•	Received Certifications to administer moves, adds and changes on Tadiran and Nortel PBX Systems.•	Proficiently programmed voicemail systems encompassing AVT CallXpress, Amanda, Automated Talkx and Meridian Mail. •	Placed orders for circuits from local carriers and coordinated installations.•	Interfaced with telephony vendors for circuit and equipment repairs and installations.

Nikki Hammond