Jennifer Bohannan
Flower Mound,TX
Summary
Goal-oriented, results-driven Project Manager with a proven record leading cross-functional initiatives and driving operational excellence. Skilled in stakeholder communication, process improvement, and strategic execution across technology, operations, and customer experience sectors.
Overview
26
26
years of professional experience
Work History
Project Manager
Spectrum
01.2023 - Current
- Lead multiple companywide initiatives including infrastructure upgrades and customer platform transitions.
- Coordinate with diverse teams (Operations, Billing, Sales, Community Solutions) to achieve project milestones on time and within scope.
- Managed and completed mitigation for 650+ community property video equipment mitigations, impacting over 45,000 pieces of equipment.
- Supported migration team in large-scale platform transitions for 83 properties with ~12,000 units to train and deliver updated WiFi credential systems with multiple solution types.
- Manage real time escalations from Property Staff Support collaborating with cross functional areas to reach timely resolution for the customer.
Community Onboarding Manager
Spectrum
01.2017 - 01.2023
- Owned onboarding processes for Major account portfolios and residential community customers, ensuring operational readiness.
- Partnered with Sales Operations, Field Operations, Billing Operations, and Marketing to optimize revenue generation and customer retention.
- Collaborated with Service Delivery Project Managers, Construction and Engineers for Internal and External Kick off call sessions to provide comprehensive overviews Managed WiFi product Onboarding strategy and customer implementation timelines .
- Delivered training, marketing, and credential management solutions to property managers exceeding goal 100% of the time.
- Maintained customer relationship to retrain for property management turnover while preserving new property timelines.
Regional Customer Solutions Manager
Time Warner Cable
01.2014 - 01.2017
- Directed daily operations for regional retention center of excellence, overseeing 10-12 supervisor teams of inbound agents.
- Created Intensive training supervisor team for lower performers to raise level of performance enhancing focus on key areas of individualized growth opportunities.
- Analyzed customer feedback data to identify trends and improve call handling strategies.
- Improved performance metrics across quality assurance, customer satisfaction, and retention. AHT below budgeted goal 735 seconds, FCR best in Texas, Cust Satisfaction at 86% vs Goal of 84%. Credits per call below budgeted $1.64 at $1.56. MRR rate $11.44 Best in Texas against a goal of $12.
- Led orientation sessions for Job Fairs, providing comprehensive overviews of company culture and expectations.
- Mentored junior staff in best practices for employee integration and support initiatives.
Regional Director, Sales & Customer Retention
Suddenlink Communications
01.2011 - 01.2013
- Led Sales and Retention operations across two call centers.
- Managed commission budgets, established sales goals, and achieved top team ranking nationally.
- Implemented strategies that boosted sales conversion and customer loyalty.
- Analyzed market trends and competitor activities to inform decision-making and align regional goals with corporate vision.
- Fostered relationships with key stakeholders to strengthen partnerships and support business growth initiatives.
- Oversaw budget management, ensuring resource allocation aligned with strategic priorities and operational needs.
- Motivated employees through effective communication, recognition programs, and tailored incentive structures that aligned with corporate objectives.
- Served as a mentor to emerging leaders, sharing knowledge and expertise while fostering an environment of continuous learning and growth.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
- Attended weekly meetings to discuss and optimize strategies.
- Collaborated with cross-functional teams to develop new sales strategies and product offering tactics, meeting customer demands while driving revenue growth.
- Boosted regional sales figures, executing targeted marketing campaigns tailored to diverse market segments.
Regional Manager, Account Services/Sales/Retention
Cox Communications / Suddenlink
01.2002 - 01.2011
- Managed daily operations of 100+ employees; managed budgets, escalations, and staffing.
- Established new sales departments, created training programs, and increased close rates by 15% within 30 days.
- Developed and maintained incentive and commission structures for call center staff.
- Developed and implemented training programs to improve team performance and customer engagement.
- Responsible for delivery of Call Center call handling strategies ad hoc for annual rate increase call handling and potential "go dark" during programming negotiations.
Force Manager / Transition Manager
AT&T / Cingular Wireless
01.2000 - 01.2002
- Oversaw workforce forecasting and staffing for an 1,800-seat call center.
- Created and delivered training programs during major organizational transitions.
- Managed call center operations, promotions, and process documentation.
Education
B.S. - Education
University of Oklahoma
Skills
- Project Management
- Process Improvement
- Risk Mitigation
- Leadership Development
- Change Management
- Communication
- Strategic Planning
- Customer Experience Management
- Microsoft Office Suite
- Data Visualization Tools
- Smartsheet
- Salesforce
- SharePoint
- Webex
Affiliations
Member, WICT – Women in Cable Telecommunications
- Shining Star Woman to Watch Award
- Rising Larders Program recipient
- 2012 National Chapter Leader of the Year
Timeline
Project Manager
Spectrum
01.2023 - Current
Community Onboarding Manager
Spectrum
01.2017 - 01.2023
Regional Customer Solutions Manager
Time Warner Cable
01.2014 - 01.2017
Regional Director, Sales & Customer Retention
Suddenlink Communications
01.2011 - 01.2013
Regional Manager, Account Services/Sales/Retention
Cox Communications / Suddenlink
01.2002 - 01.2011
Force Manager / Transition Manager
AT&T / Cingular Wireless
01.2000 - 01.2002
B.S. - Education
University of Oklahoma
INTERESTS
Cooking, College Football, Mentorship & Leadership Development