Carla Wade
Atlanta,Georgia
Overview
21
21
years of professional experience
Work History
IT Project Manager
AT&T
Atlanta, Georgia
01.2021 - 01.2025
- Led end-to-end project delivery for multi-million-dollar telecom solutions, including POTS replacement (ATT Phone Advance), achieving FCC approval, and enhancing service delivery.
- Directed cross-functional teams of 30+ (technical support, Tier 3 escalation, compliance, vendors), improving customer satisfaction and reducing technical escalations by 25%.
- Spearheaded Salesforce CRM dashboard integration to support automated troubleshooting and escalation, driving faster resolution times and a 20% reduction in churn.
- Managed strategic infrastructure projects, including roadmap planning, resource allocation, budget tracking, and stakeholder reporting. Built and launched a Tier 3 escalation team, improving technical response capacity and internal support workflow efficiency.
- Authored and maintained risk registers, conducted impact analysis, and implemented mitigation strategies aligned with PMO best practices.
- Delivered internal training and PMP certification workshops to 50+ team members to elevate project management maturity within the department.
- Key Accomplishments:
- Launched SaaS solutions, improving service delivery; decreased customer complaints by 20% and churn by 12%.
- Increased project delivery rate by 35% through Agile adoption and resource alignment.
- Drove enterprise $24M rollout for wholesale circuit reuse across 400+ sites.
- Successfully obtained FCC approval for a viable POTS replacement product, ATT Phone Advance, improving business and customer services. Directed troubleshooting and training for a new product (ATT Phone Advance Reporting), marketing, quality testing, and auditing of calls for customer training.
Sr. IT Project Manager
AT&T
Atlanta, Georgia
01.2013 - 01.2021
- Led high-impact IT projects for enterprise and B2B clients, overseeing cross-functional teams through the full project lifecycle. Drove stakeholder engagement, mitigated project risks, ensured alignment with strategic goals, and contributed to the continuous improvement of PMO standards.
- Directed large-scale IT initiatives with engineering, sales, finance, ordering, and IT teams to deliver project plans, define scope, allocate resources, and ensure on-time execution.
- Managed strategic relationships with domestic and international clients, acting as the primary liaison during all phases of project execution.
- Identified and mitigated project risks through proactive planning and the use of structured risk registers and issue logs.
- Spearheaded process improvements across sales operations, product launches, and policy compliance to align with organizational goals.
- Led cross-functional workshops and conducted lessons-learned sessions to capture project insights and integrate best practices.
- Partnered with technicians and engineers to support installations, migrations, and VOIP transitions, providing escalation support and ensuring smooth cutovers. Provided documentation and reporting support for compliance, audit readiness, and operational alignment with PMO governance.
- Key Accomplishments:
- Led the successful implementation of a $24M enterprise telecom project, deploying wholesale services to over 400 sites using reused last-mile circuits—delivered ahead of schedule and under budget.
- Accelerated revenue generation across multiple $1M+ projects by maintaining strict milestone adherence and optimizing resource management.
- Increased client retention through strategic project execution, consistent risk mitigation, and high customer satisfaction.
- Designed and delivered PMP certification and project management best practices training to a team of 50+, elevating overall PMO competency and knowledge sharing.
Project Manager/HR Manager
Partnership for Health Home Care
Atlanta, Georgia
01.2012 - 01.2013
- Held financial/administrative compliance, including review and analysis of existing processes; implemented recommendations to improve productivity and net financial efficiencies.
- Implemented, improved, and led processes, strategies, and tools for the assigned business or functional area.
- Solicited new clients for our home health care agency.
- Key Accomplishments:
- Provided input and expertise for key technical functions by utilizing business, industry, and technology knowledge.
- Led and improved training programs for managers and employees meeting employment laws.
Director of Finance (acting)
AIA University (Education Management Corporation)
Atlanta, Georgia
01.2011 - 01.2012
- Planned, developed, and directed student financial assistance programs to ensure all financial assistance programs are compliant with state and federal regulations.
- Managed a department and staff of 5, including training and performance management.
- Key Accomplishments:
- Generated standardized reports in SharePoint and provided analysis and recommendations to project stakeholders and Senior Leadership that resulted in an increase in customer service scores of 20% within 1 year.
Finance Supervisor
Bauder College
Atlanta, Georgia
01.2004 - 01.2010
- Managed staff 7, including training, and provided guidance and counsel to subordinates to meet project objectives and development, leading to a higher position at other higher education institutes.
- Guided hiring process and staff training responsible for loan certification and approval, U.S. Department of Education requirements for verification, GAO regulations regarding student financing, and the Re-packaging department. Conducted and provided annual federal/state audits to increase the viability of revenue-generating centers and policy revision.
- Maintained organization compliance with all federal and state regulations on monthly entrance and exit counseling.
- Key Accomplishments:
- Directed financial management for over 1300 students, including state grants and institutional scholarships for over $22MM of Title IV federal grants and Family Federal Loan Program to meet student financing goals on average of 80% or higher.
Timeline
IT Project Manager
AT&T
01.2021 - 01.2025
Sr. IT Project Manager
AT&T
01.2013 - 01.2021
Project Manager/HR Manager
Partnership for Health Home Care
01.2012 - 01.2013
Director of Finance (acting)
AIA University (Education Management Corporation)
01.2011 - 01.2012
Finance Supervisor
Bauder College
01.2004 - 01.2010