THOMAS P.

SCHOPF
Havertown, PA 19083 610-299-7120
thomas.p.schopf@gmail.com www.linkedin.com/in/thomasschopf

Program & Group Manager

Talented Program Manager with 20+ years of proven success driving user experience improvements through
dynamic leadership on national projects and implementations. Oversees budgets of up to $26M. Ensures successful
rollouts through developing communication plans and PMO teams. Facilitates seamless system and software
migrations. Liaises across verticals on infrastructure projects. Improves customer retention by up to 45% in the
first month of new tool implementation.
Areas of Expertise & Technical Skills

National Program Management

Project Management
Data Center Migrations
Software Migrations

Portfolio Management
Team Leadership
Communication Plans
Process Improvements

Performance Improvements
Customer Experience
Problem Solving
Cost Reductions

Professional Experience
PRINCETON INFORMATION, Memphis, TN
2014-Present
Program Manager: dPMO, Express Scripts, Front End Pharmacy Systems
Manage critical IT programs, projects, and portfolios.
Data Center Migration: Contribute to the centralization of data centers from 3 companies after they
merged into one by coordinating the data migration for the Front End Pharmacy handling Specialty Drug,
Home Delivery, and Mail Order Systems. Achieved communication speed improvements of up to 5 seconds
per function, and secured cost savings by reducing building space, maintenance, and outages.
Software Migration: Manage the conversion of 1000+ employee computers in the Front End Pharmacy
from Windows XP to Windows 7. Head up the creation of a comprehensive migration and testing plan
assuring connection and functionality of complex systems, while concurrently updating Oracle.
Portfolio Management: Coordinate resources, project involvement estimates, documentation, and budget
for specialty BAT intake process resulting in 100% project coverage, an increase of 10 employees in order
to complete projects on time and on budget.
Budget Management: Manage budget for a portfolio valued at $26M. Review project requests and return
on investments (ROIs), present findings to leadership, assign resources, and secure funding. Manage $6M
allocated for infrastructure projects and resources.
Leadership: Lead multidisciplinary project teams of up to 18 personnel. Onboard and train new project
managers and coordinators. Serve as liaison for Front End Pharmacy vertical on 12 infrastructure projects
crossing multiple verticals.
COMCAST, Philadelphia, PA
2011-2013
Program Director: ePMO Center of Excellence, 9/2012-4/2013
Consulting Program Director, contracted through Computer Enterprises, Inc., 10/2011-9/2012
Direct nationwide customer experience programs driving usability improvements and decreased processing time
through technology initiatives. Mange projects implementing new online experience tools for Comcast.com.
Program Management: Head up the development and deployment of a new online experience tool using
Waterfall and Agile.
Program Rollout: Create communication plan for 14 market regional rollout.
PMO Team Creation: Build and educate divisional PMO teams to support regional deployment.
Budget Management: Manage program budgets of $10M-$15M for vendors and resources, and national
project budget of $3M for successful, timely completion of Move Equipment tool.

THOMAS P. SCHOPF

Resume Page 2
Professional Experience Continued

COMCAST CONTINUED
User Education: Co-create user guide for Move Equipment tool, allowing customer reps and customers to
move anywhere in the US where Comcast was the provider via Comcast.com. Improved connectivity
resulted in higher customer retention and reduced process time across multiple locations.
Quality Control: Create metrics process to measure success rates and usage.
User Experience: Added Move Equipment tool option on the web after Move Equipment tool achieved
45% increase in customer retention through exclusively internal use in the first 30 days. Web option
increased to from 10% to 70% usage with 89% success rate in 90 days, and decreased call center service
requests, resulting in $1M annual savings.
COMMUNICATION TEST DESIGN, INC. (CTDI), West Chester, PA
2009-2011
Regional Program Manager: CTDI Set Top Box
Spearhead planning and management of the client companys first hub-and-spoke program.
Program Management: Head up the first hub-and-spoke distribution program for CTDI PMO and Comcast
with 13 spoke locations and 2,500 units delivered daily. Support two additional hub-and-spoke program
launches. Establish distribution analysis, logistics schedule, communication process, and metrics.
Process Design: Attain 99.44% accuracy in the finished goods cycle count process by daily physical
inspection/scan of product prior to adding to the finished goods inventory.
Quality Control: Exceed 96% target on physical scan accuracy by achieving 98% accuracy through
effectively guiding a team of 25 personnel.
Documentation: Ensured quality control, effective performance monitoring, and accurate success
measures by documenting data related to Comcast team, CTDI operations, metrics, quality, and objectives.
VERIZON BUSINESS, VERIZON, BELL ATLANTIC, BELL OF PENNSYLVANIA, PA & DE
1991-2009
Senior Area Service Manager, Jan 2009 July 2009
Lead regional team of # personnel supporting $10M+ in annual revenue and 1200 customers.
Performance Management: Drive team to achieve 94% across performance metrics, exceeding company
objective of 85% in initial contact to order entry time and communication intervals on orders and escalated
timeline.
Project Management: Develop timelines, checkpoints, and database to manage project transitioning 1200
customers from the call center to the regional team.
Group Implementation Manager, 2006 - 2008
Direct a team of personnel supporting the sales team on customer-facing projects serving 600+ corporate,
government, and education sector clients, and valued at $220M annually.
PBX Implementations: Direct multi-site PBX implementations for hospital and university clients resulting
in customer retention and improved user experience. Attained usability resulting in under 20 trouble
tickets after implementation for the largest customer involved 12 sites and 4,500 stations.
Subject Matter Expert: Provide escalation process and procedures expertise for the region from Maine to
Virginia (east coast).
Installation Coordination: Coordinate installation and design of critical circuits, and resolve issues to
achieve on time completion.
Achievement: Recognized with the Customer Excellence award for outstanding service.
Customer Program Service Manager, NSPOA Center, 2003 - 2006
Senior Staff Manager, 2001 - 2003
Customer Service Manager, 1998 - 2001
Education & Affiliations
Bachelor of Science: Organizational Management, Cabrini College, Radnor, PA
Associate of Science: Business Management, Delaware County Community College, Media, PA
Former Member: Board of Directors, Philadelphia Academies, Inc.