Elizabeth Pickerill
Petersburg,IL
Summary
Results-driven Senior Business Manager and Chief Information Officer (CIO) with over 30 years of expertise in telecommunications and IT. Proven track record of optimizing operations, reducing costs, and improving Key Performance Indicators (KPIs). Recognized for innovative problem-solving, strategic planning, and delivering innovative solutions to constituents and internal teams. Trusted leader with the ability to drive successful business transformation and modernization.
Overview
29
29
years of professional experience
Work History
Chief Information Officer
State of Illinois – Department of Innovation and Technology (DoIT)
06.2020 - Current
- Collaborate closely with executive leadership teams to design and implement strategic IT plans that align with business objectives and state enterprise goals.
- Act as a trusted advisor, contributing to critical decision-making processes for agency leadership.
- Elevate concerns related to DoIT services, operations, and products, ensuring timely resolution and continuous service improvement.
- Spearheaded the successful implementation of the Google Education platform, modernizing and securing educational services for at-risk populations.
Senior Business Manager
AT&T
01.1996 - 01.2020
- Led the evaluation and approval of Business Cases for Global Operations and Services, achieving operational cost savings of over $120M, accelerating revenue by $4.4M, and driving $20M in revenue growth.
- Managed the prioritization and execution of business cases, balancing client needs with resource availability and maintaining consistent budget adherence.
- Worked cross-functionally with stakeholders to translate business requirements into actionable and sustainable IT solutions.
- Developed and monitored KPIs for business cases, ensuring that performance metrics were aligned with client objectives and sustainable over the long term.
- Conducted thorough reviews of business cases to assess potential impacts on union relations and compliance.
Senior Escalation Manager
AT&T
02.2012 - 11.2015
- Led a team of 13 escalation managers responsible for addressing high-priority issues related to high-speed circuit outages across multiple levels. Managed the most critical and sensitive escalations, providing regular updates to executive leadership.
- Reduced the volume of Executive Incident Notices and escalations by 50% through a culture change initiative, enhancing team collaboration and internal process efficiency.
- Reported on escalation trends, service level agreements (SLAs), and customer satisfaction at the executive level, leading to improved customer relations and operational outcomes.
- Oversaw the scheduling and staffing for the escalation team, optimizing resources to meet business demands while maintaining service continuity.
- Evaluated and ensured full circuit diversity for critical 911 infrastructure, reinforcing system resilience and compliance.
Senior Service Manager
AT&T
08.2006 - 02.2012
- Served as the Single Point of Contact for National Service Assurance, driving customer satisfaction improvements across key accounts.
- Achieved the first-ever “Very Satisfied” rating for several major customers, including the Chicago Public School System.
- Led a cross-functional team focused on reducing chronic circuit failures, achieving a reduction from 3.2% to 2.49% of circuits impacted.
- Six Sigma Green Belt certified and completed Black Belt training, applying Lean and Six Sigma methodologies to improve service delivery.
- Monitored and reported on SLA performance for large Wholesale Telecom customers, implementing corrective action plans when necessary to meet and exceed expectations.
Education
Communications
Millikin University
Decatur, IL05.1992
Skills
- Strategic IT Planning & Execution
- Business Case Development & Cost Optimization
- Cross-functional Team Leadership
- Customer Satisfaction & Service Improvement
- Telecom Infrastructure & Operations
- Six Sigma & Lean Process Improvement
- KPI Development & Performance Monitoring
- Crisis Management & Escalation Handling
Timeline
Chief Information Officer
State of Illinois – Department of Innovation and Technology (DoIT)
06.2020 - Current
Senior Escalation Manager
AT&T
02.2012 - 11.2015
Senior Service Manager
AT&T
08.2006 - 02.2012
Senior Business Manager
AT&T
01.1996 - 01.2020
Communications
Millikin University
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