Summary
Overview
Work History
Education
Skills
Accomplishments
ACTIVITIES/COMMUNITY SERVICE
Timeline
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Cassandra Thomas

Woodbridge,VA

Summary

Organized and dependable Project Manager with over 20+ years successfully managing multiple projects with Enterprise and Government customer's networks. Ensuring expectations were met for a positive implementation experience. Keeping in mind the company's objectives and goals. Motivated to learn, grow and excel within your organization.

Overview

23
23
years of professional experience

Work History

Sr Customer Support Manager

T-Mobile
04.2020 - 04.2023
  • Managing ownership of customer experience - primary point of contact for all customer inquiries and requests.
  • Manage life cycle team to ensure great implementation of over 100 site customer base domestic and international.
  • Worked directly with sales, customer/client, venders internal and external, outside vendors, network and operations to create solutions for customer's network demands.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Schedule and chair conference calls for service implementation
  • Coordinate install/change request for customer with Network Engineers and CPE Techs for equipment configurations
  • Provide weekly status to customers via Webex meetings & excel spreadsheets
  • Responsible for confirming billing is accurate once service is implemented.
  • Team event coordinator

Implementation Project Manager

Sprint
09.2000 - 03.2020
  • Performed Implementation for Data & Voice Services
  • Outlined work plans, determined resources and timelines of project scope.
  • FTS2001 contracts, Networx for Federal customer base contracts as well as Enterprise -Corporate customer base.
  • Responsible for ordering, provisioning, installing and testing Government/Enterprise Corporations services
  • Coordinating with multiple departments within Sprint and with Government/Enterprise customers for successful implementation.
  • Provide weekly status to customers via Webex meetings & excel spreadsheets.
  • Responsible for confirming billing is accurate once service is implemented.
  • Established relationships/job-share opportunity with Sprint Wireless Team. Accompanied the team on several deployments, activations of wireless devices at numerous companies & Government sites. Demonstrating device setup, porting contacts and information needed.

Education

High School Diploma -

Easton High School
Easton, MD
06.1982

Skills

  • Project Team Coordination
  • Account Management
  • Status Updates
  • Technology Implementation
  • Team Meetings
  • Managing Multiple Projects
  • Data Communications
  • Deliverable Tracking
  • Timely Project Completion
  • Excel
  • Powerpoint
  • Customer support
  • Interdepartmental Collaboration
  • Delivery Schedules
  • Customer Order Management
  • Schedule Management
  • Customer Implementation Support

Accomplishments


  • Award Technical Excellence 2005 GSA Network Services Conference For Innovative use of the FTS contracts to optimize the performance of the Federal Judiciary's Private and public data networks
  • Award - Recognized by Managed Services for complex MS hosting implementation.
  • T-Mobile numerous Appreciation Zone Acknowledgements from Management & peers.

ACTIVITIES/COMMUNITY SERVICE

NCBW PWCC, Inc Advocates for Women and Girls - 

  • Education on various topics/seminars
  • Mentor groups for school age girls
  • Chairperson for International Awareness Committee
  • Providing clothing and food for orphans in Mombasa Kenya annually
  • Providing PPE equipment for community and mission teams


Dale City Christian Church Community Outreach  - 

  • Monthly food and clothes giveaway
  • Leaders of Women Ministry group


Timeline

Sr Customer Support Manager

T-Mobile
04.2020 - 04.2023

Implementation Project Manager

Sprint
09.2000 - 03.2020

High School Diploma -

Easton High School

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