Cecilia Holliday
Summerville,SC
Summary
Operation Support Manager
Summerville, SC | 704-906-6996 |
Distinguished and highly accomplished Business Operations Professional with a solid data analyst
background and a stellar track record of over 14 years in the telecommunications industry. Proficient in all
facets of business and system requirements, user acceptance testing, and comprehensive end-user training.
Renowned for a profound commitment to collaborative efforts, driving process enhancement, data analytics,
problem-solving, and fostering invaluable partnerships. partnerships, standardizing business
processes, and ensuring delivery that
aligns consistently with business
strategies.
Strategic Planning
Expertise in leading cross-functional
collaboration, strategic planning, and
project management
Communication
Exceptional written and verbal
communication skills with a proven ability
to build a strong relationships with
stakeholders.
Team Leadership
Proficient in leading and motivating teams
to achieve maximum performance and
deliver outstanding results.
Overview
16
16
years of professional experience
Work History
Operation Support Manager
T-Mobile
08.2022 - 08.2023
- Demonstrated strategic cross-functional collaboration with stakeholders to formulate and execute a comprehensive strategy
- Developed and crafted executive communications, presentations, and business updates for Senior and
- Executive leadership
- Fostered partnerships across the enterprise to standardize business processes and ensuring a consistent experience
- Established trusting relationships with leadership to influence and guide performance improvements in all key performance indicators (KPIs) and compliance metrics
- Mitigated potential fraud risk by reviewing reporting and customer accounts
- Ensured timely delivery of training aligned with business strategies and relevant to frontline experts and leaders
- Served as a Subject Matter Expert for systems and processes within the Closed Loop Retention department
- Constructed, generated, reviewed, and comprehensively understood reports for daily dissemination
- Acted as a liaison between frontline and National teams, addressing hierarchy, bonus structures, metric methodology, and reporting
- Demonstrated a commitment to customer advocacy by assisting leaders in addressing escalated situations, balancing the interests of the customer with company policies to derive effective solutions
- Utilized aggregate data from diverse sources such as SQL servers, Power BI, Teradata and other existing reports to conduct thorough analysis, identify enhancements, and provide strategic recommendations
- Presented analytical and reporting results, highlighting their relative impact(s) on the business, to all levels of management
- Analyzed key call drivers, interpreted data, and implemented solutions
- Identified optimal work schedules and workload requirements, making adjustments based on day of the week, intra-day call volume forecast and generation of weekly schedules meticulously aligned with forecasted call volumes
- Established cross-functional relationships with support groups, enhancing communication and partnerships both within and outside the Customer Experience Center
- Provided trending information for shrinkage, absenteeism, commitment to schedule, UACW, AUX, and CRT for the site
- Demonstrated expertise in the development, implementation, and optimization of processes
- Demonstrated leadership as a supervisor of exempt-level staff, where responsibilities encompassed coaching, training, and the continuous development of subordinate personnel
- Proficiently led team meetings, facilitated the exchange of best practices among peers, acknowledged and celebrated successes, and systematically addressed areas of improvement.
Sr. Analyst
T-Mobile
01.2017 - 08.2022
Community Planner Analyst
T-Mobile
05.2010 - 01.2017
Senior Representative
T
01.2008 - 05.2010
Education
PresentBachelor of Science - Project Management
Colorado Technical University
2022
Skills
- Project Management
- Expert in leading projects from
- Requirements definition through
- Deployment: proficient in building and
- Developing project teams, developing
- Detailed project plans, scope
- Management, and tracking progress
- Client Communication
- Project Documentation
- Risk Mitigation
- Scope Management
- Microsoft Office Suite
- Technical Skills
- Achievements
Additional Information
- SQL , Winner's Circle InCrowd Banquet Awards (2009, 2014, and 2020) Top performer award for being in the top 10% of the company. Awarded in 2009 as a Sr. Representative, 2014 as a Community Planner Analyst and 2020 as a Sr. Analyst.
Timeline
Operation Support Manager
T-Mobile
08.2022 - 08.2023
Sr. Analyst
T-Mobile
01.2017 - 08.2022
Community Planner Analyst
T-Mobile
05.2010 - 01.2017
Senior Representative
T
01.2008 - 05.2010
PresentBachelor of Science - Project Management
Colorado Technical University