EMMANUEL IWUNOR
Haslet
Summary
PMP-certified project manager with over 15 years of experience in coordinating client-facing initiatives across SaaS, telecom, and nonprofit sectors. Expertise in stakeholder alignment, program execution, and cross-functional leadership. Proven track record of driving adoption and improvement to achieve measurable business outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Director / Operations Lead
Worship At His Footstool
01.2015 - Current
- Planned and executed multi-day programs including scheduling, logistics, and day-of coordination
- Led fundraising initiatives and monitored contributions and disbursements to support program financing
- Developed and managed budgets and tracked expenses to maintain financial accountability for programs
- Coordinated travel arrangements, accommodations, and itineraries for guest speakers to ensure seamless event execution
- Identified and addressed operational challenges during live events
- Led teams of volunteers, media staff, hospitality teams, and coordinators
- Built project timelines, task assignments, and communication plans
- Managed promotion campaigns and audience engagement strategies
- Conducted post-event reviews and continuous improvement planning
Client Delivery Lead
Accenture (Microsoft)
01.2020 - 10.2025
- Coordinated enterprise support initiatives among sales, support, partner teams to align efforts toward customer satisfaction
- Led adoption improvement plans to increase customer retention through targeted engagement strategies
- Managed escalations to ensure timely resolution and maintain positive customer outcomes
- Identified risks and drove mitigation planning
- Produced executive status reporting and performance dashboards
- Facilitated stakeholder cadence meetings and tracked action items
- Improved workflow processes and response timelines
Project Coordination Lead
Zones Inc
01.2019 - 01.2020
- Coordinated project timelines and ownership across departments to ensure alignment and accountability
- Streamlined project documentation and milestone tracking for enhanced clarity and accessibility
- Managed change requests and communication plans
- Monitored risks and progress metrics
- Facilitated cross-functional alignment meetings
- Facilitated transition to operational support teams to ensure seamless handover and ongoing support
- Provided leadership reporting updates
Initiative Lead
Spectrum Business
01.2018 - 01.2019
- Owned account performance metrics including usage, satisfaction, and retention KPIs
- Implemented retention strategies to reduce churn and improve adoption
- Tracked pipeline forecasts, aligning resources to ensure service commitments were met
- Coordinated engineers, customer care, and operations teams to resolve service issues
- Facilitated cross-functional planning sessions, meeting customer expectations effectively
- Presented performance reviews and forecasts to customers and leadership
- Prospected and acquired new business accounts, enhancing customer relationship management
Project Operations Coordinator
GDT
01.2018 - 12.2018
- Coordinated post-sale service execution to support new account acquisition
- Coordinated engineers and support teams to deliver agreed service outcomes
- Monitored KPIs and service performance to ensure alignment with resolution timelines
- Reduced churn by proactively addressing service risks and escalations
- Facilitated customer meetings and managed expectations to strengthen ongoing relationships
- Presented updates and forecasts to customers and internal leadership
- Maintained project documentation and aligned delivery with business objectives
Operations Coordinator
Frontier Communications
01.2017 - 01.2018
- Acted as liaison between customers and internal teams
- Managed onboarding workflows and service activation coordination
- Monitored service issues and resolution progress to ensure timely responses
- Provided regular updates to stakeholders on project status and communication
- Reduced escalations through proactive follow-ups
- Recorded detailed procedures for efficient handoffs
- Assisted in compiling performance reports to evaluate operational effectiveness
Retention Initiative Lead
Verizon Communications
01.2013 - 01.2016
- Led customer retention improvement initiatives
- Improved renewal performance to 90%
- Analyzed churn data and coordinated corrective actions
- Aligned billing, support, and operations teams to streamline customer retention processes
- Implemented structured follow-up workflows
- Resolved recurring service issues, enhancing overall customer satisfaction and loyalty
- Reported performance metrics to leadership, highlighting key trends and insights for strategic decisions
Client Experience Coordinator
Comcast
01.2012 - 01.2013
- Achieved 98% renewal rate through focused customer engagement strategies
- Coordinated initiatives to enhance customer experience, leading to increased satisfaction
- Collaborated with support teams to resolve recurring issues, improving overall service quality
- Tracked satisfaction metrics and response times
- Created detailed documentation of improvement workflows to streamline processes.
- Compiled and presented leadership status reports to keep stakeholders informed.
Operations Lead
Sutherland Global Services
01.2009 - 01.2011
- Coordinated cross-functional teams to establish and monitor performance metrics
- Led workflow optimization initiatives across accounts
- Developed operational tracking reports to enhance visibility and decision-making
- Improved productivity and turnaround times
- Facilitated team training and coaching to improve skills and knowledge retention
- Aligned operations with service objectives
Education
Bachelor of Science - Management Information Systems
Rochester Institute of Technology
Rochester, NY05-2010
Skills
- Project management
- Project planning and execution
- Budget management
- Risk management
- Stakeholder engagement
- Agile methodologies
- Requirements documentation
- KPI reporting
- Resource allocation
- Operational efficiency
- Process optimization
- Team leadership
- Cross-functional collaboration
- Effective communication
Certification
Project Management Professional (PMP), PMI
Timeline
Client Delivery Lead
Accenture (Microsoft)
01.2020 - 10.2025
Project Coordination Lead
Zones Inc
01.2019 - 01.2020
Initiative Lead
Spectrum Business
01.2018 - 01.2019
Project Operations Coordinator
GDT
01.2018 - 12.2018
Operations Coordinator
Frontier Communications
01.2017 - 01.2018
Program Director / Operations Lead
Worship At His Footstool
01.2015 - Current
Retention Initiative Lead
Verizon Communications
01.2013 - 01.2016
Client Experience Coordinator
Comcast
01.2012 - 01.2013
Operations Lead
Sutherland Global Services
01.2009 - 01.2011
Bachelor of Science - Management Information Systems
Rochester Institute of Technology