Emma Anderson
Project Management
Duluth,Georgia
Summary
Project Manager with 19 years of expertise in managing customer implementations and IT projects in Telecommunications. Experience organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Lead procurement of resources including equipment and supplies. Monitored projects by adhering to production schedule and budget, managing production team, identified problems and provided targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget and financial management.
Overview
3
3
years of post-secondary education
20
20
years of professional experience
Work History
Customer Service Colleague
Thermo Fisher Scientific
Suwanee, GA
01.2021 - Current
- Support internal and external customers by processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations.
- Resolve customer complaints and escalate issues as appropriate with the goal of first call resolution.
- Answer product or service inquiries, troubleshoot and support our customers in facilitating communication for technical assistance as required.
- Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions for both internal and external customers.
- Follow established performance metrics including but not limited to quality standards, after call work (ACW), adherence (ADH) and follow-up on all actions in accordance with departmental standards.
- Assist in working to increase revenue by offering substitutes and / or alternative products where applicable.
Communications Officer I
Gwinnett County Police Services
Lawrenceville, Georgia
08.2020 - 11.2020
- Answer 911/emergency and non-emergency calls from the public for police, fire, and emergency medical services (EMS) response and code all requests for Police, Fire and EMS assistance.
- Give lifesaving and pre-arrival instructions to callers in emergency situations and maintain appropriate logs.
- Multi-task emergency communication systems including: Computers, radios, and phones.
- Participate in coordinating emergency responses and assistance from internal and external agencies.
- Access a variety of computer information systems and databases to retrieve, verify, and enter data.
- Testify in court.
CEO of My Residence
The Anderson Family
Duluth, Georgia
04.2018 - 07.2020
- Deadlines were met efficiently and effectively by maintaining and documenting everyday activities such as house maintenance, meal schedules and family member appointments and schedules.
- Coached and guided teenage daughter to improve grades and manage mental and physical health which resulted in excellent grades and a well rounded citizen.
- Budgeted household income for daily necessities as well as allotting reserves for unexpected contingencies.
Manager
AT&T
Atlanta, Georgia
01.2013 - 03.2018
- Led 2 high performing teams (Port Out & Port In) of 12 agents in addressing and resolving customer issues in a timely manner including the escalation of out of service and emergency port requests.
- Recognized as a team player, flexible, positive attitude and driven to meet aggressive goals.
- Monitored outages of internal systems and phone lines which caused unplanned downtimes for which I had to raise tickets and escalate to system owners for immediate resolution.
- Managed projects porting hundreds of thousands of telephone numbers for carriers while negotiating various lead times.
- Managed training/learning project to ensure 4 teams were cross trained to maximize team agility and performance.
- Facilitated usability testing of software changes between developers and employees.
- Provided coaching and development of direct reports' metrics and modeled best practices for personal and professional success.
- Compiled, reviewed and analyzed daily and weekly pivot table reports for senior leadership review.
- Maintained 95 – 99% quality control and on time performance SLA.
- Partnered with other centers and stakeholders to ensure the success of our team and department.
- Recognized and rewarded success by providing company awards and appropriate appraisal ratings.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Monitored annual overtime budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
Project Manager
AT&T
Atlanta, Georgia
12.2000 - 12.2012
- Supported and provided IT initiatives to improve customer implementations.
- Developed and initiated customer implementations and IT projects, including managing costs, schedule and performance.
- Participated in the IPFR VPN Conversion Process Project in which I was the liaison between Technicians and Management in the preparation and optimization process.
- Selected to train new team members on project management activities and resource allocation manager duties as well as provided training to sales as needed on the completion of the DCF (Data Capture Form).
- Selected to travel to Bratislava, Slovakia and transitioned Global Managed Internet Services (GMIS) as well as International Project Services (IPS) to team of 11 Project Managers.
- Maintained and created Lessons Learned documents, toll gate artifacts, Gannt charts, Job Aids and the Data Capture Form using Sharepoint.
- Proactively and endlessly analyzed project risks, established mitigation strategies and drove resolution of issues.
- Through Cost Control verified pricing was obtained and matched the customer's contract.
- Through Change Management verified order details with customers and confirmed that details could be acquired with the local carrier.
- Prepared and dispersed status reports using Excel and Internal Proprietary Systems and discussed status of projects with upper management on status calls daily.
- Increased savings by initiating and fostering relationships with vendors to communicate on problem-areas and work closely to resolve.
- Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
- Achieved project deadlines by coordinating with contractors to manage performance.
Education
Bachelor of Science - Telecommunications Management
DeVry University
Decatur, Georgia 04.1998 - 04.2001
Project Management Professional (PMP) -
Project Management Institute
2019 - 2019
Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Skills
Vendor Managementundefined
Timeline
Customer Service Colleague
Thermo Fisher Scientific
01.2021 - Current
Communications Officer I
Gwinnett County Police Services
08.2020 - 11.2020
Project Management Professional (PMP) -
Project Management Institute
2019 - 2019
CEO of My Residence
The Anderson Family
04.2018 - 07.2020
Manager
AT&T
01.2013 - 03.2018
Project Manager
AT&T
12.2000 - 12.2012
Bachelor of Science - Telecommunications Management
DeVry University
04.1998 - 04.2001
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