Summary
Overview
Work History
Education
Skills
Timeline
Generic

Corella Beasley

Dallas,TX

Summary

Experienced Program Manager skilled in managing functional operations and projects related to supplies, logistics, migration and customer success. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.

Overview

21
21
years of professional experience

Work History

Certified Instructor and Instructional Content Designer

Arise at Home
02.2020 - Current
  • Virtual Learning and Delivery
  • Facilitated and managed contractor base of 30-35 independent contractors
  • Managed new contractor three-week transition program from training to production environment, which focused on increased coaching, development, and mentoring
  • Increased productivity by more than 64%
  • Improved efficiency of specialists’ daily activities more than 10%
  • Co-led employee attrition plan to increase effectiveness and satisfaction of contractors
  • Improved attrition expectation by more than 10%
  • Defined contact center plan to improve productivity
  • Contact Center implemented process and reduced Unaccounted for time from 11.81% to .96%
  • Designed effective coaching and quality management strategies that shaped Contact Center’s approach to Facilitator time management
  • Implemented feedback and suggestions from clients to improve designs

Migration Program Manager Lead

T- Mobile
09.2021 - 08.2022
  • Led cross-functional team of Migration Specialists responsible for migration of over 6,500 Sprint Business customers currently on T-Mobile's platform across all states and sectors: SMB, Enterprise, Strategic, Federal and Government
  • Managed and supervised administrative and daily program operations, complying with policies and regulations
  • Coached team members on productivity strategies to accomplish challenging goals
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors
  • Met with project stakeholders on regular basis to assess progress and make adjustments
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure
  • Leveraged project management processes and tools to define and execute projects

Program Manager

T-Mobile
08.2021 - 09.2021
  • B2B integration at T- Mobile
  • Managed and supervised administrative and daily program operations, complying with policies and regulations
  • Identified program obstacles and communicated possible impacts to team.
  • Interacted with customers and clients to identify business needs and requirements
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
  • Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients
  • Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution

Quality Assurance Performance Facilitator

Arise at Home
05.2013 - 02.2021
  • Responsible for accessing dedicated systems daily, updating system data, assisting with use of self-help tax preparation software, as well as providing technical support with use on Windows and MAC platforms
  • Used upselling techniques to assist with purchase of apparel and footwear as well as order problem solving skills
  • Worked as an at home agent for local utility companies dedicated to providing billing research and explanation as well negotiation for bill payment or payment plan creations
  • Assisted clients as first point of contact for home warranty ticket creation and coordinated repair services with vendors
  • Use of Slack, Salesforce, Citrix, Amazon Connect, Amazon Workspace, ServiceNow applications to perform daily tasks related to issue resolution tasks within the CRM Platform
  • Provided Subject Matter Expert and Quality Performance support in areas of expertise to assigned teams of 25-30 work from home agents

Project/Program Manager I/II, Care Assist, II

Sprint Wholesale
04.2007 - 05.2017
  • Developed departmental wholesale wireless support initiative by successfully partnering with Call Center Infrastructure System Analysis, Wireless BCOM order entry and Wholesale Operational Service Management to design and implement departmental wireless profiles
  • Built wireless model support initiative
  • Increased profits 38% by developing, initiating, and managing support of Datalink BAN creations, activations, and maintenance
  • Initiated rollout of new 24-hour FCC Porting and Bring Your Own Device (BYOD) Initiative
  • Trained, coached, and mentored department to ensure smooth adoption of new program
  • Strengthened company's business by leading implementation of the Enhanced Cable Voicemail Platform which added 2,600 additional postpaid accounts
  • Employee/Retail/Business

Sprint Consumer Retail
02.2003 - 04.2007
  • Provided customer service on average of 60 calls per day, answering customer installation inquiries, solving service-related problems, and providing trouble resolution information
  • Investigated and resolved customer inquiries and complaints timely with empathy and efficiency
  • Processed Business Special Services initiatives, both offline and online, which included International Roaming, Vision Wireless Web Modem Activations, and Corporate Activations
  • Troubleshooting technical problems surrounding call completion difficulties and handset features relating to international roaming and dialing as well as billing issues and account maintenance
  • Partnered closely with team and management to determine process and system needs as related to service issues.

Education

Six Sigma Green Belt Certification - Project Management

Johnson County College
Overland Park, KS
11.2013

Business Basics Certification - Business Administration And Management

Advanced Career Training
Dallas, TX
09.1990

Skills

  • Project Management and Implementation
  • Process Design
  • CRM Software (SAP, Salesforce, Citrix, Zendesk, ServiceNow)
  • Remote Team Management
  • Documentation Proficiency
  • Service Quality Improvement
  • Documentation and Training
  • Program Leadership
  • Triage Meetings
  • Troubleshooting
  • Six Sigma

Timeline

Migration Program Manager Lead

T- Mobile
09.2021 - 08.2022

Program Manager

T-Mobile
08.2021 - 09.2021

Certified Instructor and Instructional Content Designer

Arise at Home
02.2020 - Current

Quality Assurance Performance Facilitator

Arise at Home
05.2013 - 02.2021

Project/Program Manager I/II, Care Assist, II

Sprint Wholesale
04.2007 - 05.2017

Sprint Consumer Retail
02.2003 - 04.2007

Six Sigma Green Belt Certification - Project Management

Johnson County College

Business Basics Certification - Business Administration And Management

Advanced Career Training

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Corella Beasley