Microsoft Office
Manager, Implementation Specialists
TPx Communications
04.2023 - 09.2024
Danielle Cummings
Cedar Hill,MO
Timeline
Supervisor, Service Delivery, Managed Services
TPx Communications
10.2021 - 04.2023
Lead, MSx Service Delivery Specialist
TPx Communications
04.2017 - 10.2021
Lead, BLD Service Delivery
TPx Communications
10.2016 - 04.2017
Project Engineer, Wholesale– DS1, DS3, PRI
TelePacific Communication
05.2015 - 04.2017
Project Coordinator
TelePacific Communication
01.2007 - 05.2015
Master of Arts - Marketing
Webster University
Bachelor of Arts - Management
Webster University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Summary
Reliable Manager with a strong work ethic and initiative. Proven track record of exceeding company expectations and building productive relationships. Successful in fast-paced, deadline-driven environments, adept at managing goals and team development. Thrives in team-oriented settings.
Skills
- Operations Management
- Financial Management
- Staff Development
- Policy Implementation
- Workforce Management
- Strategic Planning
- Performance Management
- Complex Problem-Solving
- Time Management
- Cross-Functional Teamwork
- Product Management
- Project Management
- Staff Training and Development
- Performance Evaluations
Work History
Manager, Implementation Specialists
TPx Communications
Cedar Hill, MO
04.2023 - 09.2024
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Organized and conducted training sessions for employees.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Directed recruitment, hiring, and training of new staff members.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Led a team of 23 employees in the United States, Mexico, and Costa Rica, ensuring high productivity and excellent customer service.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Supervisor, Service Delivery, Managed Services
TPx Communications
Cedar Hill, M0
10.2021 - 04.2023
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Organized special events such as company picnics or holiday parties for employees.
- Collaborated with other departments to coordinate workflow processes between teams.
- Managed team of XX employees, ensuring high productivity and quality standards were met.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Implemented quality control measures, significantly reducing error rates.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Trained new employees on company policies, job duties, and performance expectations.
Lead, MSx Service Delivery Specialist
TPx Communications
Creve Coeur, MO
04.2017 - 10.2021
- Participated in project planning meetings as a subject matter expert.
- Conducted root cause analysis following incidents or outages.
- Coordinated problem resolution between clients and third party vendors when necessary.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Developed training materials for end-users on relevant technologies.
- Collaborated with other departments to ensure successful deployment of projects, products, services.
- Provided technical support to users, troubleshooting hardware and software issues.
Lead, BLD Service Delivery
TPx Communications
Creve Coeur, MO
10.2016 - 04.2017
- Guided team members in the adoption of best business practices, ensuring adherence to established methods and procedures across various platforms.
- Managed and distributed team workload, overseeing the progression of tasks, and conducting root cause analyses to address and resolve operational issues.
- Provided continuous performance coaching to direct reports and handled a high volume of service and support inquiries, resolving escalations in collaboration with Local Exchange Carriers.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
- Developed operational policies and procedures related to service delivery management.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Managed service delivery expectations.
- Developed training programs for team members to enhance skills and service delivery capabilities.
Project Engineer, Wholesale– DS1, DS3, PRI
TelePacific Communication
Creve Coeur, MO
05.2015 - 04.2017
- Managed the Wholesale and Retail customers alike.
- Managed multiple transports, including both digital and analog connections, consisting of point to point, Special Access, DS1, DS3, and various T1, Trunk, and PRI voice products.
- Received, validated, and entered orders into processing systems, as well as billing upon completion.
- Communicated with internal departments such as sales, circuit design, testing departments, and dispatch technicians, as well as wholesale customers.
Project Coordinator
TelePacific Communication
Creve Coeur, MO
01.2007 - 05.2015
- Overall service delivery of non-integrated and integrated broadband voice/data services from the time of sale to account activation.
- Worked closely with agents while processing all orders placed through the agent channel.
- Allocated inventory.
- Designed and/or ordered circuits (Circuit LSR/ASR submission to ATT PacBell, ATT Ameritech, Sprint, and Verizon)
- Coordinated and managed Number Port LSR submission to all ILECs and CLECs.
- Completed renewal orders and billing changes.
- Closed and activated new accounts to billing.
Education
Master of Arts - Marketing
Webster University
St Louis, MO03-2005
Bachelor of Arts - Management
Webster University
St Louis, MO12-2002
Software
ServiceNow
ADP
Overview
18
18
years of professional experience
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingSimilar Profiles
Holly WoffordHolly Wofford
Technical Support Manager at TPx CommunicationsTechnical Support Manager at TPx Communications
Rene CardenasRene Cardenas
National Director of Operations at TPx CommunicationsNational Director of Operations at TPx Communications
Ursula BowieUrsula Bowie
Network Planner at TPx CommunicationsNetwork Planner at TPx Communications