JOHN E. RICHARDS
Concord,NC
Summary
Dynamic Senior Program Manager with a proven track record at Spectrum Business for Enterprise, driving operational excellence and revenue growth. Expert in project management and budget oversight, I leverage strong communication and leadership skills to deliver impactful results, including onboarding a new federal program and managing a $5M book of business.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Program Manager - Lead
Spectrum Business for Enterprise
Charlotte, NC
01.2021 - Current
- Accelerated company growth by managing tailored programs for federal and government entities, with a $5 million book of business.
- Directing prioritization of tasks, managing a complex schedule, ensuring deliverables are met across multiple work streams, and being an effective cross-functional leader.
- Collaborated with leadership to create development roadmaps for multiple initiatives.
- Onboarded new Federal Project Management program into Spectrum Enterprise's government vertical.
- Experience in managing a complex schedule with a diverse vendor base.
- Lead process improvements that result in efficiency and efficacy gains throughout deployment and operations in the market.
Senior Project Manager
Spectrum Enterprise
Charlotte, NC
01.2013 - 01.2021
- Directed complex programs through the creation, development, and documentation of program strategies and frameworks that support business cases and high-level program plans.
- Responsible for leading all aspects of implementing and managing assigned projects, and serves as the main point of contact. Coordinates tasks with all stakeholders across multiple disciplines, and documents those detailed tasks, durations, and task interdependencies into a cohesive project plan to ensure project goals are achieved within the stated timelines and financial budgets.
- Ensure compliance with department policies, procedures, and practices by monitoring programs, and updating all project documentation. Maintain a keen ability to identify roadblocks and overcome obstacles to ensure objectives are met effectively.
- Directed our vendor partner, TelcoIS, to ensure proper installation of fiber orders in Florida for an over four-hundred-site project. Named the second quarter MVP of the PM Government and Education Department.
- Ability to work under minimal direction, with broadly stated goals, to quickly identify, analyze, and resolve a wide range of issues. Generated over $60K while managing VIP-level projects in the second quarter of 2019.
- Execute multiple projects, programs, and planning in support of regional long-term success.
- Experienced with the National ICOMS billing platform (I-TWC, L-Bright House), Salesforce, CSG (L-CHTR), Granite, and PRISM.
Territory/Customer Operations Manager
Duke Energy Corporation
Charlotte, NC
01.2011 - 01.2013
- Serve as the organization’s subject matter expert in meter certification for all districts. Manage the remote order processing team.
- Responsible for the successful conversion of three states from automatic meter reading to advanced metering infrastructure, smart meters. Successfully installed over 100,000 meters during deployment within three years.
- Responsible for day-to-day management of 45 FTEs in three different states.
- Actively and consistently supports all efforts to simplify and enhance the client experience, maintaining 98% or higher SLA over the past 3 years.
- Reduced spending by $1M by limiting truck rolls to residents for connect/disconnect services in a three-year period.
- Tracking project statuses, adjusting team member assignments, and resource allocations to ensure the delivery of projects on time and on budget.
Manager of Customer Operations
Fiserv Inc.
Charlotte, NC
01.2009 - 01.2011
- Responsible for a staff of 10 supervisors and over 350 client service associates. Created and implemented the employee retention program that reduced the staff turnover rate by 35%. Vendor Management.
- Directed on-site CheckFreePay service unit. CheckFreePay is a leading processor of bill payments. My unit was responsible for processing over $1M in bill payments annually.
- Surpassed the established SLA goal of 90% on all client accounts by partnering with client management and operations to re-engineer the point-of-call case resolution process. SLA was holding steady at 75% prior.
- Fiserv is simply the best team winner of 2010 for performance and customer satisfaction.
- Managed the recruiting process and TA vendor relationships, and created an employee retention program.
Education
Bachelor of Business Administration -
GPA: Honors: cum laude
01.1996
Skills
- Experience in managing a complex schedule with a diverse vendor base
- Procurement and vendor management
- Project initiation, planning, executing, controlling, and closing
- Budget management
- Salesforce (legacy & lightning)
Certification
- Certified Government Digital Services Professional (CGDSP) - 2021
- HIMSS Certified in Healthcare Technology Sales - December 2020
- Project Management Professional (PMP) Certification - May 2020
- Alison Project Management Diploma - 2019
- Six Sigma Green Belt Certification (Bank of America) - June 2012
- Fiserv Inc. Simply the Best Team Winner Award - 2010
References
References available upon request.
Timeline
Senior Program Manager - Lead
Spectrum Business for Enterprise
01.2021 - Current
Senior Project Manager
Spectrum Enterprise
01.2013 - 01.2021
Territory/Customer Operations Manager
Duke Energy Corporation
01.2011 - 01.2013
Manager of Customer Operations
Fiserv Inc.
01.2009 - 01.2011
Bachelor of Business Administration -
GPA: Honors: cum laude
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