Arthur Jones
Rio Rancho,NM
Summary
Results-driven Senior Program Manager with multiple years of experience leading cross-functional teams and delivering complex projects on time and within budget. Proven track record of successfully managing large-scale programs from initiation to completion in fast-paced and dynamic environments. Adept at aligning business objectives with technology solutions to drive process improvements and enhance overall efficiency. Skilled in stakeholder communication and collaboration, fostering strong relationships to ensure project success. Recognized for strategic thinking, problem-solving, and the ability to drive organizational change. Seeking to leverage expertise in program management to contribute to the success of a forward-thinking organization.
Overview
24
24
years of professional experience
Work History
Sr. Program Manager
T-Mobile Wireless
02.2021 - 11.2023
- Engaged with customers, partners and constituent groups to create positive, trusting and professional relationships.
- Tracked and reported program results to customers and stakeholders to facilitate change management activities.
- Devised tools and benchmarks to improve team performance and monitor production.
- Performed program research and analyzed data collection to develop cost estimates and budgets.
Sr. Analyst (Frontline Experience Insights)
T-Mobile Wireless
09.2019 - 02.2021
- Investigated system issues and implemented resolutions to reduce downtime.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
Sr. Analyst (Quality Assurance)
T-Mobile Wireless
11.2017 - 09.2019
- Investigated system issues and implemented resolutions to reduce downtime.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
Analyst I (Quality Analyst)
T-Mobile Wireless
07.2015 - 01.2017
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Queried databases for information needed for report processing.
Quality Assurance Specialist
T-Mobile Wireless
06.2005 - 07.2015
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
Customer Service Representative
T-Mobile Wireless
01.2000 - 06.2005
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Payroll Administrative Intern
T-Mobile Wireless
10.1999 - 01.2000
- Created and updated records and files to maintain document compliance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Entered data into system and accurately updated customer accounts.
Education
MBA -
University of Phoenix
Albuquerque09.2011
Bachelor of Science - Accounting
University of Phoenix
Albuquerque, NM03.2010
Skills
- Implementation Planning
- Project Leadership
- Change Management
- Best Practices Implementation
Timeline
Sr. Program Manager
T-Mobile Wireless
02.2021 - 11.2023
Sr. Analyst (Frontline Experience Insights)
T-Mobile Wireless
09.2019 - 02.2021
Sr. Analyst (Quality Assurance)
T-Mobile Wireless
11.2017 - 09.2019
Analyst I (Quality Analyst)
T-Mobile Wireless
07.2015 - 01.2017
Quality Assurance Specialist
T-Mobile Wireless
06.2005 - 07.2015
Customer Service Representative
T-Mobile Wireless
01.2000 - 06.2005
Payroll Administrative Intern
T-Mobile Wireless
10.1999 - 01.2000
MBA -
University of Phoenix
Bachelor of Science - Accounting
University of Phoenix
Similar Profiles
Brenda OetzelBrenda Oetzel
Business Account Executive at T-Mobile WirelessBusiness Account Executive at T-Mobile Wireless
Edita OdobasicEdita Odobasic
Sales Associate at T-Mobile WirelessSales Associate at T-Mobile Wireless
Herrick Hoffmann-OrdonezHerrick Hoffmann-Ordonez
Retail Sales Representative at T-Mobile, Wireless VisionRetail Sales Representative at T-Mobile, Wireless Vision
Brenda FordBrenda Ford
Deputy at Santa Fe County Sheriff's OfficeDeputy at Santa Fe County Sheriff's Office
Kara McGeeKara McGee
Food Service Worker at Tropical Smoothie CafeFood Service Worker at Tropical Smoothie Cafe