Jacqueline Iannandrea
Summary
Service Program Manager with 25 years of experience, specializing in Service Delivery , Incident Management and Financial Services with VerizonBusiness. Expert in driving operational performance, managing SLA Compliance and fostering client relationships, particularly on the General Electric and Reuters accounts. Seeking to leverage my extensive background in program management and strategic planning in a Senior program manager role. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Senior Program Manager
Verizon
12.2011 - Current
- Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.
- Managed cross-functional teams to deliver high-quality products within scope and budget constraints.
- Established clear performance metrics for tracking program success, enabling informed decision-making processes throughout each project''s duration. Oversee the service level agreement compliance, consistently achieving over 90% adherence
- Cultivated strong relationships with external partners, ensuring effective collaboration on joint projects and initiatives.
- Mentored and supported 35 new hire employees to create strong workplace culture.
Implementation Manager
Verizon
12.2005 - 12.2011
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
- Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
Global Service Consultant
MCI WorldCom
10.2001 - 12.2005
- Provided information about service procedures and expected timelines.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Facilitated pre-sales and post-sales engineering for voice and data service designs, contributing to strategic financial planning and analysis to align with organization goals
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
Order Entry Specialist
WorldCom
09.1999 - 10.2001
- Improved customer satisfaction by ensuring timely delivery of orders through effective coordination with logistics partners acheiving over 95% on time performace rate for new orders
- Exceeded performance targets consistently through diligent work ethic and commitment to delivering excellent results on each task undertaken.
- Supported sales team by promptly addressing inquiries and resolving issues related to orders.
- Handled complex or problematic orders with care, working closely with other departments to find satisfactory resolutions that met both company interests and client needs simultaneously.
- Managed high-volume workloads while maintaining exceptional attention to detail in a fast-paced environment, ensuring minimal errors in entered data.
Education
Speech-Language Pathology -
Long Island University
Greenvale, NY05.1998
Skills
- Project Management
- SLA Compliance
- Staff Supervision
- Collaborative Partnerships
- Vendor Relationship Management
- Cost Reduction
- Strategic Problem Resolution
- Team Motivation
- Strategic Initiatives
- Continuous Service Improvement
- Critical Decision Making
Timeline
Senior Program Manager
Verizon
12.2011 - Current
Implementation Manager
Verizon
12.2005 - 12.2011
Global Service Consultant
MCI WorldCom
10.2001 - 12.2005
Order Entry Specialist
WorldCom
09.1999 - 10.2001
Speech-Language Pathology -
Long Island University