Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Courtney Mann

Courtney Mann

GA

Summary

Personable and results-oriented program and project manager with 20+years of experience. Orchestrated various implementations including cloud and production applications. Recognized for managing projects for several cross-functional teams to achieve maximum operational efficiency.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Insurance Claims Specialist

GEICO
07.2022 - Current
  • Evaluated and settled complex insurance claims in strict timeframes.
  • Managed over 30 claims per day to resolve coverage and liability investigations
  • Made contact with adverse insurance carriers to discuss coverage and liability decisions.

Project Manager/Scrum Master

Interpros Consulting
03.2022 - 06.2022
  • Organized and facilitated Daily Scrum and Sprint Planning
  • Produced Project/Release plans for Enterprise Wide Programs
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.

Product Owner| Senior Billing Analyst

Spectrum
07.2020 - 12.2021
  • Execution of projects for 5 internal department and vendor inquiries related to the setup and ongoing servicing of the billing interfaces.
  • Collaborated with 7 cross-functional stakeholders on critical timelines, deadlines and change requests for 10+projects.
  • Implemented QA analysis and testing of high-level solutions documenting system configurations.
  • Performed strategic analysis, documentation, and creating billing solutions for ICOMS billing systems.

Territory Manager

Terminix
07.2019 - 07.2020
  • Developed Process Improvement and maintained existing business by building and sustaining strong, trusting relationships with customers and prospects.
  • Provided 90% of NPS scores while coordinating pest and termite inspections for residential homes and commercial businesses.
  • Performed quantitative analysis on changing product lines to meet dynamic customer demands.

Project Manager|Application Support

Cox Communications
10.2015 - 02.2019
  • Designed project management roadmap using lean methodology and strategy to achieve savings regarding issuing service credits above $1.2MM
  • Used leadership skills to effectively manage relationships and coordinated training for production and workforce management applications (such as Oracle Field Service Cloud).
  • Consistently tracked metrics to meet and maintain 90% ticket accuracy rate on resolved and/or escalated trouble tickets and tasks, supporting applications related to digital video, digital voice, and telephony.
  • Conducted comprehensive impact analysis to orchestrate production implementations and release management processes.

Commercial HFC Technician

Cox Communications
02.2011 - 10.2015
  • Initialized appropriate quality assurance procedures for high-speed data, digital video, and telephony systems and applications, and effectively managed communications during resolution with customers and boundary partners.
  • Providing best practices for Cox Business Services through quality installation and service of all Cox Communications' business products using strong knowledge of digital video, and cloud-based IP phones.

Universal Home Technician

Cox Communications
12.2001 - 02.2011
  • Planned and facilitated training on Cisco, Net gear, and D-Link wired/wireless home networking, enhancing employees' performance and personal development.
  • Initiated resource and stakeholder management plan to restore services to 250k customers in the cox communications Hampton roads area.
  • Performed repairs and preventive maintenance on customer equipment, and ensured work was completed with the highest quality standard and in the most productive manner.

Education

Bachelor of Science - Business Administration/Information Technology

Columbia Southern University
Orange Beach, AL
10.2012

Skills

  • Document Organization
  • Insurance Coverage Limits
  • Lean Six Sigma
  • Scrum
  • JIRA
  • Rally
  • Field Service
  • Vendor Management
  • Continuous Improvement
  • Salesforce

Certification

Certified Scrum Master

Certified Scrum Product Owner

Timeline

Insurance Claims Specialist

GEICO
07.2022 - Current

Project Manager/Scrum Master

Interpros Consulting
03.2022 - 06.2022

Product Owner| Senior Billing Analyst

Spectrum
07.2020 - 12.2021

Territory Manager

Terminix
07.2019 - 07.2020

Project Manager|Application Support

Cox Communications
10.2015 - 02.2019

Commercial HFC Technician

Cox Communications
02.2011 - 10.2015

Universal Home Technician

Cox Communications
12.2001 - 02.2011

Bachelor of Science - Business Administration/Information Technology

Columbia Southern University

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Courtney Mann