Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ciara Green

Monroe,NC

Summary

Innovative, motivated, and forward-thinking Solution Architect with 15+ years of comprehensive experience in conceptualizing and delivering end-to-end user/customer experiences with the customer at the core. Today, serving as an Information Strategy Manager, role is to develop product strategy and innovative user experiences by skillfully driving excellence in development throughout the product life cycle, including design and dev teams. Work strategically and collaboratively with a skillfully diverse cross-functional team in an effort to deliver dynamic and sustainable solutions. Proven success in project management, policy development, and strategic IT integration. A Servant Leader recognized for excellence in the service, possessing mastery in IT principles, project management strategies, knowledge of emerging technologies, and their application to business processes. A certified VLSS Green Belt and is trained in ScrumMaster, Agile Product Owner, Agile Foundations, Agile Mindset, Design Thinking Foundations, and Lean Thinking Methodology. Strategic Planning & Implementation IT Policy & Standards Development Project Management & Coordination Knowledge Management Stakeholder Engagement & Relationship Management Cross-Functional Team Leadership Data-driven Decision Making Customer Experience & Retention Strategy Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Information Strategy Manager

Verizon Wireless
05.2022 - Current
  • Demonstrated substantial expertise in resolving complex problems/projects, leading to significant changes in strategic planning and policy development.
  • Managed and led IT policy and planning projects from start to finish, devising solutions to wide range of IT issues.
  • Developed knowledge management program plans, policies, and standards to evaluate IT program effectiveness and efficiency.
  • Worked with other business units to establish priorities for IT investments, demonstrating total cost of investment, and established metrics and performance measurement tool.
  • Successfully conducted in-depth analysis of project data, identified problem areas, and devised effective solutions.
  • Managed complex projects and led significant changes in strategic planning and policy development.
  • Established IT investment priorities across business units.
  • Monitored project data and devised solutions for identified problem areas.
  • Developed project management roadmap to define project objectives, timelines and milestones.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed project status updates to stakeholders and executive management.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Developed and implemented strategic project plans to meet and improved business objectives by 10%.
  • Drafted project reports to identify successful outcomes, insights and future recommendations.

Senior Analyst

Verizon Wireless
12.2020 - 05.2022
  • Oversaw integration of IT programs and services, developing solutions to integration/interoperability issues.
  • Provided strategic project management in implementation of revenue and retention programs, driving overall retention strategies through strategic analysis and process management. Average downward trend of 6.27%.
  • Leveraged human resources effectively to fulfill mission requirements.
  • Communicated complex technical requirements to non-technical personnel, preparing briefs for senior management on complex/controversial issues.
  • Effectively utilized human resources to fulfill mission requirements.
  • Developed strategies to drive performance for enterprise to increase.
  • Headed all existing system tools and Point of Contact for Customer Service Mobile partners for loyalty, revenue, coaching, and career development identifying and implementing process improvements channel wide.
  • Created, develop, and implemented training content that shows skilled in problem-solving and decision-making.
  • Executed and developed successful strategies that have enabled current organization to achieve business priorities focused on reimaging their approach to customer service delivery within their organization, and across enterprise, and bringing it to fruition to deliver desired future state strategic aspirations with 26,000 employees.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Developed and implemented strategic project plans to meet business objectives.
  • Drafted project reports to identify successful outcomes, insights and future recommendations.

Previous Leadership Roles

Verizon Wireless
06.2009 - 12.2020
  • Assumed increased responsibilities in various roles, including Support Coordinators, New Employee Experience, National Accessibility Team (NACS), Innovations Manager, Analyst on GTC Tech team where Ciara is known for creating strong partnerships with teams to provide exceptional service to customers, increase customer loyalty, and assist employees expand their contributions to company.
  • Managed diverse range of duties including overseeing customer experiences, managing team outputs, providing coaching to team members, and overseeing efficient execution of project deployments
  • Developed and maintained expert level of knowledge about Verizon Wireless products and services and shared this knowledge with team members
  • Achieved consistent performance metrics and ensured company policies and best practices were maintained
  • Provided support to multiple projects across the enterprise and was responsible for Channel Readiness from a Tech perspective - including tool & system enhancements, new policies & processes, communications, training, etc
  • Responsible for cultivating content for the Tech channel across multiple platforms and designing executive presentations to share stories with visual representation that are results-focused, quantifiable, and impact-driven.
  • Led tool innovation for Tech channel.
  • Maintained professional, organized, and safe environment for of 25 -50 employees and patrons.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Defined clear targets and objectives and communicated to other team members.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Launched quality assurance practices for each phase of development
  • Conducted educational workshops to spearhead employee training on available tools and optimal strategies
  • Built strategic partnerships across multiple business segments to help executives and senior leaders improve management structures and team cohesiveness
  • Assessed potential candidates for suitability for different programs such as management training and leadership development initiatives.
  • Delivered informative presentations to specific business groups and large-scale conferences on topics such as National Accessibility Team and Revenue, Loyalty, Sales, and Tech perspective.

Education

Associate - Arts, Business Administration

Strayer University
Charlotte, NC
9.2019

Associate of Applied Science - Business, Management

Centura College
Chesapeake, VA
07.2008

High School Diploma -

Hickory High School
Chesapeake, VA
06.2004

Skills

  • Human Resources Management
  • Business Development
  • Schedule Management
  • Process Improvement
  • Budget Management
  • Project Planning
  • Business Administration
  • Problem Resolution
  • Computer Skills
  • Idea Development and Brainstorming
  • Interpersonal Relations
  • Strategic Planning
  • Information gathering and analytics
  • Play strategy development
  • Project manager supervision

Certification

Agile Foundations - Verizon, 11/2019 Lean Thinking - Verizon, 02/2021 VLSS Green Belt - Verizon, 12/2021 Agile Mindset - Verizon, 03/2022 Verizon Scrum Master - Verizon, 04/2022 Design Thinking Foundations - Verizon, 04/2022 Agile Product Owner - Verizon, 09/2022

Timeline

Information Strategy Manager

Verizon Wireless
05.2022 - Current

Senior Analyst

Verizon Wireless
12.2020 - 05.2022

Previous Leadership Roles

Verizon Wireless
06.2009 - 12.2020

Associate - Arts, Business Administration

Strayer University

Associate of Applied Science - Business, Management

Centura College

High School Diploma -

Hickory High School

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