____________________PROFESSIONAL PROFILE____________________

Accomplished Program Operations Manager, Software Developer, Business Process Ma

nagment Consultant, and MBA with extensive skill and experience in all aspects o
f corporate operations, and business process management. Articulate and persuas
ive communicator, presenter, and process analyst, who leads by example and deliv
ers with conviction in hard work, high quality, and ethical leadership. Profici
ent in developing and delivering results through Business Process Management, Bu
siness Operations Analysis and Technology-Based Business Solutions.
____________________SUMMARY OF SKILLS____________________
* Process Governance, Transaction Processing Solutions, Contract Negotiations/Ex
ecution
* Process-Driven Applications, Key Performance Indicators, Interoperability Stan
dardization
* Service Performance Metrics, Change Management, Balanced Scorecard
* Systems Design & Integration, Business Constraint Analysis, Technical Training
& Support
* Application Development, Operations Program Management, Data Management
____________________WORK EXPERIENCE____________________
2009 - Present - Business Process Management Consultant
Denham & Company, LCC, Pittsburgh, PA
2009 - 2009 - Senior Billing Management Consultant, Client: InterCall
CIO Partners, Atlanta, GA
1996 - 2008 - Senior Program Operations Manager
Information Technology Applications Analyst
Cox Communications, Atlanta, GA
1994 - 1996 - Systems Installer & Technical Trainer
CTR Systems, Pittsburgh, PA
____________________EDUCATIONAL BACKGROUND____________________
2005 - Master of Business Administration, International Business
Mercer University , Atlanta, GA
Executive MBA program - Included trip to London, England and Edinburgh, Scotland
1993 - Bachelor of Science, Computer Information Systems
Robert Morris University, Pittsburgh, PA
Internships: Grigsby, Gaci, & Davies, P.C. Law firm, Network Admin: Fisher Scien
tific
____________________HONORS AND AWARDS____________________
For implementation of FCC mandate
Cox Communications Vision & Achievement Award, Atlanta, GA
Contribution to Cox Communications awarded Customer Satisfaction Survey Award
J.D. Power & Associates , Atlanta, GA
____________________COMMITTEES & BOARDS____________________
2000 - 2006
President, Homeowners Association , Atlanta, GA
Led team of litigators, contractors, and city inspectors through an $800K litiga
tion to safeguard homeowner value
2000 - 2008
Chair, Telephony Change Request Committee, Atlanta, GA
Facilitated in excess of 100,000 successful billing change request for 2.7 milli
on customer monthly statements
2008 - 2009
Co-Chair, FCC VoIP E911 Mandate, Atlanta, GA
Federal Communications Commission (FCC) VoIP E911 implementation mandate
1996 - 2008
Member, ICOMS Steering Committee, Atlanta, GA
Defined obligations for internal customers, analysts, and vendors to drive techn
ology trends for future IT needs
____________________CAREER ACHIEVEMENTS____________________
Business Process Management
* Designed and implemented billing change process for up to 2.7 million customer
s. Created team of SMEs; designed process work-flow through to 12 departments;
23 states. Forecasted expectations; established schedule and constraint alerts;
served as process manager. Processed 50,000+ requests over 6 years with 96% ac
curacy rate. Achieved new levels of departmental/management business flexibilit
y
* Refined scripting and delivery to reduce hold-time/service complaints arising
from transfer to third party verification (TPV) vendor. Worked with regulatory
department to review FCC mandate for new customers to pass independent verificat
ion system prior to installation of phone service; cut scripting time by 20 seco
nds; renegotiated contract evidencing changes; introduced decreasing scale for v
olume
* Developed and modernized applications, improved business processes and automat
ed to highly-functioning business. Analyzed business including operations, sale
s and finance; converted company from sole proprietorship to LLC; identified iss
ues with workflow; showcased vendor products to manufacture specifications; inst
alled computer network; automated A/R, A/P and payroll functions
* Spearheaded team to establish process to manage information flow in event of s
ecurity breach. Troubleshot issues; resolved problem; informed customer and gai
ned acceptance of fix; submitted documentation to FCC; built in audit trail and
reports processes; developed top-down permissions for access. Facilitated recor
d gathering for FCC annual report requirement
Business Operations Analysis
* Identified billing issues causing $625 million company to lose revenue. Exami
ned process flow of information; diagnosed issues with regulatory compliance, im
plementing incorrect tax structures, lack of communication and employee lack of
understanding of job responsibilities leading to clients not receiving bills, ge
tting incorrect bills
* Changed rating model from charge per transaction to charge per subscriber savi
ng $6 million within 2 years. Noted difficulty validating 270 million transacti
ons monthly base on percentage rate, corporate forecasting usage and allocating
costs to local markets; renegotiated contract. Simplified budgeting and forecast
ing; led industry in change. Unique rating model differentiated the business
* Devised solutions to alert 76,000 VoIP customers of potential inability to mak
e E911 calls per FCC mandate. Managed 4 disparate business units affected by or
der; organized team from units and vendors; analyzed operations and created mult
iple methods to notify and collect acknowledgements from customers; developed ma
ilers scripted calls, bill inserts; set up separate call center to handle call
diversion
* Produced detailed analysis/proof to upper management and legal in regards to d
elivery of E911 service. Researched industry guidelines; mapped boundaries and
area codes; accounted for deviations; company in compliance; received resistance
from competitors to position; gathered exhaustive data supporting position; mad
e case
Technology-Based Business Solutions
* Designed web-based change management system to manage 15,000+ annual billing c
hange requests from 23 markets. Led 12 departments with hundreds of employees;
developed information flow; designed application to eliminate Microsoft Outlook
dependencies, provide increased navigability and visibility for tracking and rep
orting status, enable ability to quantify and self-manage requests and scale bac
k meeting time to resolve issues between middle and senior management
* Saved $4 million in labor cost by creating and automating first enterprise app
lication to support order entry, service provisioning, dispatch and billing with
in telecommunications industry. Collaborated on technical requirements and serv
ice delivery expectations; hired provisional staff to assigned TapID to each cus
tomer account enabling service activation
* Automated multi-state rate center number assignment solution to avoid potentia
l FCC violations. Needed to have telephone numbers in geographical boundaries c
orrespond to larger carriers to enable porting of numbers; researched regulation
s; designed MapInfo application to identify rate center boundaries within 6 feet
of customer premise; developed corporate office-based server to maintain data a
ccuracy and integrity across varying markets; structuring reporting
* Revised letter of confirmation (LOC) to remain compliant with public utilities
commission (PUC) local regulations eliminating slamming and cramming complaints
; decentralized control of program to local markets. Initiated redesign of lett
er to confirm customer order and long distance carrier prior to installation; te
amed with third party vendor, corporate and local users cross departmental stake
holders