Carrie Miller
Castle Rock,United States
Summary
Results-driven project management professional with strong organizational leadership and graphic design expertise. Skilled in successfully driving complex projects from concept to completion, ensuring quality control, vendor management, and cross-functional collaboration. Recognized for exceptional communication skills, adaptability, and a keen eye for detail. Thrives in dynamic environments and consistently delivers excellence with integrity and innovation.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Manager 2
DIRECTV
Remote
09.2022 - Current
- Project Leadership & Coordination of multiple projects at once
- Organized schedules and established core teams to drive project success
- Fostered cross-functional support and communication to ensure alignment and collaboration
- Monitored milestones and budgets, maintaining progress and financial control across multiple projects
- Developed and launched interim and finalized feedback mechanisms to enhance performance insights
- Managed comprehensive rebranding efforts to ensure consistency and enhance brand identity
- Executed seamless transitions of devices and equipment, improving technology adoption and user experience
- Coordinated logistical planning and execution for property transitions, ensuring minimal disruption
- Spearheaded the rollout and enhancement of smart home solutions, driving customer engagement and innovation
- Implemented safety protocols and equipment to ensure compliance and safeguard team members
- Developed streamlined processes for ordering and operations, enhancing efficiency and user satisfaction
- Managed large-scale technology transitions, maintaining accuracy and operational integrity
- Led initiatives to upgrade internet services and infrastructure, boosting connectivity and performance
- Optimized field operations through improved maintenance and resource management facilities
- Introduced tools to enhance communication efficiency and user safety
- Established protocols to verify remote operations, ensuring service consistency and accountability
- Developed tools to track and enhance service commitments, driving customer satisfaction
- Enhanced security protocols and managed sensitive information to ensure organizational safety and compliance
- Orchestrated transitions to upgraded internet platforms, minimizing disruptions and maximizing efficiency
- Refined billing and support processes to improve accuracy, customer experience, and issue resolution
- Maintained up-to-date records and facilitated communication across locations, supporting informed decision-making
- Acted as a Field Liaison, bridging communications between field teams and corporate, fostering alignment and responsiveness
Senior-Technical Process/Quality
DIRECTV
Remote
08.2021 - 09.2022
- Led and executed multiple projects in strategic initiatives, ensuring efficiency, alignment with business objectives, and successful implementation
- Managed the rebranding process for company assets, ensuring consistency, compliance, and a smooth transition
- Including ordering process and platform and future proofing
- Designed and analyzed customer feedback programs to enhance service quality and customer satisfaction
- Streamlined case resolution processes to improve response times and ensure seamless customer experiences
- Paved path for high-priority escalations, collaborating cross-functionally to resolve critical issues and drive process improvements
- Managed the rollout and optimization of smart home solutions, ensuring seamless integration and user adoption
- Designed and implemented a feedback system to measure service performance and identify areas for improvement
- Developed and refined ordering workflows to improve accuracy, efficiency, and user experience for ordering tools in the field
- Led the execution of a device replacement initiative, ensuring a smooth transition for employees
- Coordinated logistics and operational transitions for corporate relocations, minimizing disruptions and ensuring business continuity
Senior-Technical Process/Quality
AT&T
Englewood, CO
04.2021 - 08.2021
- Led and executed projects from initiation to completion, ensuring alignment with business goals and timely delivery
- Led process improvement initiatives and developed new workflows by collecting and analyzing customer feedback to enhance service quality and elevate customer satisfaction
- Led process improvement initiatives and established new workflows to efficiently manage and resolve complex customer cases, ensuring prompt resolution and a seamless customer experience
- Drove process improvement and developed new workflows for handling high-priority escalations, collaborating cross-functionally to resolve critical issues and enhance overall operations
- Minimized delays through optimized scheduling and communication procedures.
Business Management Specialist - Field Operations
AT&T
Englewood, CO
12.2018 - 04.2021
- Oversaw vendor relationships, negotiations, and performance to ensure cost-effective and high-quality service delivery
- Led construction projects from planning to completion, ensuring compliance, efficiency, and timely execution
- Managed high-priority projects with customized strategies to meet unique business needs and objectives
- Developed and implemented tailored operational processes to enhance efficiency and scalability
- Oversaw budgeting, financial planning, and cost control to optimize resource allocation and financial performance
- Leveraged data insights to drive informed decision-making, process improvements, and strategic planning
- Monitored and enforced quality standards across projects and operations to ensure compliance and excellence
Business Management Specialist
AT&T
Englewood, CO
09.2017 - 12.2018
- Oversaw project planning, execution, and completion to ensure timely and cost-effective delivery
- Managed end-to-end operations, including site assessments, construction, and compliance monitoring
- Implemented and maintained inventory management systems to optimize stock levels and reduce discrepancies
- Conducted thorough inspections to ensure compliance with standards and improve overall property quality
- Investigated and mitigated fraud risks, ensuring data integrity and regulatory compliance
- Managed operational workflows to enhance efficiency and service quality in lodging and institutional settings
Associate Technical Project Manager
AT&T
Englewood, CO
09.2016 - 09.2017
- Managed and optimized operational workflows to enhance efficiency and product delivery
- Oversaw surveys, inspections, and construction activities to ensure compliance and project success
- Streamlined accounts payable processes to improve accuracy and financial efficiency
- Provided technical support and system enhancements to optimize software functionality and user experience
Coordinator Emerging Markets Field Services
DIRECTV
Englewood, CO
06.2015 - 09.2016
- Monitored and maintained uniform quality control inspection progress for both MDU and DRE channels to ensure compliance with standards
- Oversaw commercial operations, ensuring efficiency in processes and adherence to best practices
- Managed scheduling compliance for all pending project activities, ensuring timely execution
- Proactively tracked upcoming activities to enhance project awareness and preparedness
- Supported critical go-live activities for all MDU and Broadband projects, minimizing disruptions and ensuring smooth transitions
- Received, screened, organized, distributed, and tracked site survey requests to facilitate project execution
- Managed dealer onboarding processes, ensuring seamless integration and adherence to company standards
- Enforced dealer contract compliance, ensuring alignment with regulatory and business requirements
- Handled complex customer escalations, including 3rd-tier and corporate housing escalations, to drive resolution and customer satisfaction
- Ensured timely delivery of all updates to relevant stakeholders
- Oversaw inventory management, maintaining accurate records and optimizing stock levels
Retail Service Agent
DIRECTV
Englewood, CO
12.2009 - 06.2015
- Managed and resolved email escalations from dealers, technicians, and property managers, ensuring timely issue resolution
- Conducted in-depth research to troubleshoot and resolve technical and account-related issues
- Verified and updated account information to maintain data accuracy and compliance
- Created and managed special accounts based on customer and business needs
- Diagnosed and resolved equipment issues to minimize downtime and enhance customer satisfaction
- Oversaw work orders, ensuring efficient processing and completion
- Recognized multiple times by management for consistently maintaining high levels of productivity
- Developed, maintained, and updated Standard Operating Procedures (SOPs) to streamline processes
- Authored training documentation and provided training for new employees to ensure operational efficiency
- Generated and processed Corporate Housing forms for MDU and Connected Properties
- Managed Access Card orders, ensuring prompt processing and distribution
- Handled high-volume inbound and outbound calls with customers and property managers, addressing inquiries and escalations
- Volunteered to research errors and compile weekly reports for the leadership team, improving operational insights
- Processed payments and credits with accuracy and attention to detail
- Created service calls to address customer needs and ensure issue resolution
Education
Bachelors Degree - Project Management and Organizational Leadership
Colorado State University
06.2022
Associates - Graphic Design
Arapahoe Community College
Englewood, CO02.2007
Cosmetology License -
Englewood Beauty College
01.2003
Skills
- Process Improvement
- Risk Management
- Data Analysis
- Team Leadership
- Inventory Control
- Conflict Resolution
- Graphic Design
Certification
Six Sigma Black Belt
Timeline
Project Manager 2
DIRECTV
09.2022 - Current
Senior-Technical Process/Quality
DIRECTV
08.2021 - 09.2022
Senior-Technical Process/Quality
AT&T
04.2021 - 08.2021
Business Management Specialist - Field Operations
AT&T
12.2018 - 04.2021
Business Management Specialist
AT&T
09.2017 - 12.2018
Associate Technical Project Manager
AT&T
09.2016 - 09.2017
Coordinator Emerging Markets Field Services
DIRECTV
06.2015 - 09.2016
Retail Service Agent
DIRECTV
12.2009 - 06.2015
Bachelors Degree - Project Management and Organizational Leadership
Colorado State University
Associates - Graphic Design
Arapahoe Community College
Cosmetology License -
Englewood Beauty College