Avia Murrell-Santana
Engagement Manager
Aurora,CO
Summary
Highly skilled engagement manager with a strong understanding of data analytics, risk mitigation, and utilization improvements. Experienced in project, team, and implementation management. Known for collaborative and hardworking nature, approaches tasks with flexibility and a strategic mindset. Excels at facilitating new ideas, exceeding expectations, and building cross-functional relationships. Seeking a more challenging role with greater responsibility to transfer current skills and continue making a significant impact.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Engagement Manager
Charter Communications, Spectrum
2 2023 - Current
- Responsible for oversight of resources during project engagement. Also responsible for training and mentoring resources on developed and approved project management disciplines
- Monitor performance of project via various reporting tools (e.g., identify areas of risk and concern, recommends solution and appropriate course of action, etc.). Also conducts periodic project reviews to determine compliance with contractual obligations, delivery commitments and client satisfaction
- Translate engagement scope into work plans describing engagement tasks, timing, and responsibilities. Responsible for ensuring appropriate protection and retention of contracted deliverables.
- Responsible for developing and maintaining account relationship with peers as appropriate within customer organization. Provide high level review in order to answer any questions regarding project status, diffuse issues promptly, etc.; report any changes in scope; provide high level status reports to client executive management as required
- Resolve engagement issues in a timely manner; provide coaching & management to team, escalate any performance problems, issues to management and Human Resources.
Project Manager, Customer Project Manager
Comcast Business
04.2015 - 12.2022
- Manages all allocated projects from inception to completion, ensuring on- time delivery. Successfully maintains day of install success rate at 91%.
- Facilitates project position through consistent communication while providing and obtaining updates to all parties involved.
- Sets standards and services to deliver products and services that fulfill customer and business needs. Creating net promoter score of 98% consistently.
- Exercises independent judgment to positively impact project life-cycle.
- Develops long-term solutions by using customer feedback to identify necessary process improvements.
- Subject matter expert, offering weekly calls providing knowledge on variety of issues to help develop peers.
- Delivered network system upgrades on time, under budget and with minimal service interruption.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Evaluated WAN and LAN connectivity technologies.
- Diagnosed and executed resolution for network and server issues. i.e. routers, switches and firewalls.
- Worked closely with IT vendors, engineers and technicians to ensure successful installations.
- Scheduled site surveys to validate customer's infrastructure deliverables on fiber, coax and voice.
Customer Service Supervisor
Hire Connections
10.2020 - 10.2021
- Managed call center team of 10-15 representatives handling inbound and outbound calls.
- Monitored workflow to improve employee time management and increase productivity.
- Coordinated employee schedules to keep pace with business needs on during evening and weekend shifts.
- Delegated high volumes of work to empower team, build trust and assist with professional development.
- Evaluated employee performance and coached and trained to improve weak areas.
- Escalated performances issue to upper management and Human Resources as needed.
- Reviewed and processed payrolls on regular basis for employees.
Education
Undergraduate Certificate in Project Management - Project Management
Colorado State University Global Campus
Denver, CO 03.2018 - Current
Skills
- Team Building
Processes And Procedures
Training And Development
Conflict Resolution
Staff Management
Business Development
Software
Salesforce
Webtop
Outlook
Microsoft Suite
CSG
Remedy
Smartsheet
Jira
Salesforce
Timeline
Customer Service Supervisor
Hire Connections
10.2020 - 10.2021
Undergraduate Certificate in Project Management - Project Management
Colorado State University Global Campus
03.2018 - Current
Project Manager, Customer Project Manager
Comcast Business
04.2015 - 12.2022
Engagement Manager
Charter Communications, Spectrum
2 2023 - Current
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