Iris Jones
Queen Creek,AZ
Summary
Accomplished Sr. Project Manager at Verizon, adept in KPI tracking and cross-functional communication, I spearheaded key projects that significantly enhanced customer satisfaction and business revenues. Leveraging skills in project planning and client relationship management, I consistently delivered projects within scope and budget, achieving high levels of efficiency and stakeholder satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Project Manager
Verizon
Chandler, AZ
06.2021 - 09.2024
- Ranked in the top 5% of performers for the past three years.
- Oversaw high-priority projects that yielded over $20 million ROI back to the business.
- Managed project scope, timeline and budget in alignment with company objectives.
- Successfully managed relationships with all internal and external stakeholders.
- Conducted project post-mortems and created a recommendations report to identify successful and unsuccessful project elements.
- Participated in mentorship and personal, professional development opportunities to stay current with industry trends and technologies.
Customer Service Consultant
Verizon
Chandler, AZ
11.2019 - 06.2021
- Weekly facilitated a meeting to update business leaders on all upcoming process changes, program enhancements, and new products and services.
- Maintained and updated process and policy documents CSR used to provide excellent customer service.
- Collaborated with colleagues across departments to ensure defined project requirements, timelines, deliverables, and budgets, and the satisfaction of customer requests.
- Analyzed customer feedback data to identify trends in sales or service performance levels.
- Assisted in the development of marketing campaigns aimed at increasing customer loyalty.
- Prepared presentations outlining findings from research projects, and increased operations efficiency through the execution of improvement processes.
Sr. Analyst Chandler Operations
Verizon
Chandler, AZ
11.2017 - 05.2018
- Directed a program nurturing over 300 emerging business leaders.
- Prepared comprehensive reports, presentations, and documentation for stakeholders based on data analysis findings, and facilitated collaboration on analytics initiatives across departments.
- Implemented cost-reducing measures throughout the organization, and advised senior leaders on ways that analytics could improve decision-making processes.
- Researched best practices used by competitors in the marketplace.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Set specific goals for projects to measure progress and evaluate end results, and create plans to propose solutions to problems related to efficiency, costs, or profits.
Customer Care Supervisor
Verizon Wireless
Chandler, AZ
11.2016 - 11.2017
- Led and coached teams of up to 30 customer service representatives, enhancing their performance and professional growth through regular training sessions and one-on-one mentoring.
- Analyzed customer feedback surveys and identified areas of improvement in the customer experience process, leading to a 5% increase in customer satisfaction survey scores.
- Provided guidance to CSRs on how to handle difficult customers or situations, reducing escalations by 10% daily.
- Actively participated in management meetings providing insights into current trends in the industry.
- Worked closely with Quality Assurance personnel to identify root causes of recurring problems.
- Conducted regular audits of recorded calls to evaluate adherence to company policies.
Future Lead
Verizon Wireless
06.2016 - 11.2016
- Developed leadership capabilities within customer service.
- Prepared for career growth opportunities with comprehensive training.
- I selected a business mentor.
- Cultivated connections through multiple workgroups.
- Teamed up with coworkers to achieve a 5% reduction in center's average handling time.
- Established a culture of continuous improvement by encouraging employee engagement in problem solving activities.
HBA Coordinator
Verizon Wireless
03.2015 - 06.2016
- Directly supported customer service, pro home-based agents, and peers.
- Handled standard and escalated inbound customer calls.
- Supported the leadership team in managing the remote team environment.
- Moderated group chat sessions.
- Supported billing service and equipment inquiries.
- Developed a process to minimize transfers, and shared it with my team as a best practice.
Coord-Tech Support I
Verizon Wireless
08.2012 - 03.2015
- Provided exceptional customer service and technical support for internal and external voice and data product customers.
- Troubleshoot hardware and software issues, and identify network and application issues.
- Verified provisioning and diagnosing device or network issues.
- Used various administrative department tools and online resources for customer resolution.
- Used the trouble ticket system for tracking customer interactions and problem resolution.
- Followed up with the customer to ensure first call resolution, and to achieve and deliver 100% customer satisfaction.
Rep-Customer Service
Verizon Wireless
05.2011 - 07.2012
- Providing high-quality customer service on calls that are generally routine, and sometimes unique in nature.
- Conducted Tier 1 troubleshooting when customers require device assistance.
- Handled customer escalations and minimized transfers.
- Manage customer relationships by performing the full range of customer service functions.
- Used common courtesy and discretion to achieve customer loyalty.
- Empathized with and acknowledged the customer to create trust and partnership.
Office Manager
Granite Creations
04.2010 - 05.2011
- Supervised a team of eight Customer Service Representatives to provide service support to Granite Creations' customers with countertop selection and installation appointments.
- Developed representatives with training, and mentored through positive feedback and reinforcement.
- Created and maintained an optimistic work environment.
- Ensured customer satisfaction.
- Managed employee schedules to ensure support availability for customers.
- Managed data entry of orders and installation appointments to prevent installation conflicts between the customer's schedule and the installer's availability.
Installed Sales Representative & Administrative Personnel
Lowes
06.2007 - 06.2010
- Managed data entry of purchase orders and installation appointments to prevent installation conflicts between the customer's schedule and installer availability.
- Processed and filed transaction receipts daily to ensure the passing of organizational audits of records.
- Ensured the security of all funds received and sent out through the currency carrier to ensure compliance with company policy.
- Generated new sales leads through cold calling and networking activities.
- Adhered to established policies and procedures when handling customer accounts.
- Identified customer needs by asking questions and advising on best solutions.
Education
Bachelor of Science - Project Management
Purdue University Global
West Lafayette, IN08-2020
Skills
- Project planning
- KPI tracking
- Agile Methodology
- Critical Thinking
- Cross-functional communication
- Training and mentoring
- Client relationship management
- Scope management
- Meeting facilitation
- Quality control
- Risk Management
Personal Information
Title: Sr. Project Manager
Languages
English
Mobility - Okaytorelocate
Yes
Honorsandawards
- 07/01/16, Verizon Legend, United States, for the month of June, Verizon Wireless
- 09/01/16, Verizon Legend, United States, for the month of August, Verizon Wireless
Languages
English
Professional
Certification
- Green Belt Lean Six Sigma
- Agile
- Scrum Master
- Red Team
Affiliations
- Our Kids Read Volunteer
Timeline
Sr. Project Manager
Verizon
06.2021 - 09.2024
Customer Service Consultant
Verizon
11.2019 - 06.2021
Sr. Analyst Chandler Operations
Verizon
11.2017 - 05.2018
Customer Care Supervisor
Verizon Wireless
11.2016 - 11.2017
Future Lead
Verizon Wireless
06.2016 - 11.2016
HBA Coordinator
Verizon Wireless
03.2015 - 06.2016
Coord-Tech Support I
Verizon Wireless
08.2012 - 03.2015
Rep-Customer Service
Verizon Wireless
05.2011 - 07.2012
Office Manager
Granite Creations
04.2010 - 05.2011
Installed Sales Representative & Administrative Personnel
Lowes
06.2007 - 06.2010
Bachelor of Science - Project Management
Purdue University Global
Similar Profiles
Jason YoungJason Young
Senior Account Manager at VerizonSenior Account Manager at Verizon
Jessica JonesJessica Jones
Professional Sales Representative at VerizonProfessional Sales Representative at Verizon
Eugenia GordonEugenia Gordon
Associate Director of Accounting - Cash at VerizonAssociate Director of Accounting - Cash at Verizon
Stephanie BoweringStephanie Bowering
Network Engineer at VerizonNetwork Engineer at Verizon
Elena CandiloroElena Candiloro
Brand Associate at Old Navy, GapBrand Associate at Old Navy, Gap