Jordanna Arroyo
Indian Trail,NC
Summary
Results-oriented Enterprise Program & People Leader with 20 years of experience managing large-scale initiatives and developing high-performing project management teams. Led cross-functional portfolios, implemented business process improvements, and executed complex infrastructure programs. Collaborated with executive teams to leverage data analytics (Tableau) for enhanced business performance and risk mitigation.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Sr. Manager, Program Management
Spectrum Business
Charlotte, NC
01.2021 - Current
- Achieved average revenue attainment of 101.9% over five years through strategic initiatives.
- Led team to exceed client experience satisfaction score targets for five consecutive years.
- Spearheaded transition and management of hospitality voice projects, resulting in 44% increase in installs and 29% reduction in project intervals.
- Built high-performing team through strategic interviewing, hiring, training, and coaching initiatives.
- Developed impactful presentations on strategic initiatives, performance metrics, and business development to drive stakeholder engagement.
- Collaborated with product engineering and operations teams to enhance hospitality voice product, implementing improvements that increased user satisfaction.
Manager, Program Management
Spectrum Enterprise
06.2017 - 01.2021
- Directed a team of 14 project managers to implement enterprise fiber projects, generating over $1M in annual revenue.
- Served as subject matter expert on steering committee to enhance processes and develop comprehensive training program for project managers.
- Collaborated with program team to establish effective communication processes with service delivery partners, improving alignment and responsiveness.
- Received top boundary partner recognition from enterprise sales leadership and circle of excellence award from executive leadership.
- Handled escalated customer inquiries and complaints, ensuring timely resolution and high satisfaction rates.
Project Manager
Spectrum Enterprise
02.2017 - 05.2017
- Managed complex multisite projects from inception to service delivery.
- Acted as single point of contact throughout customer journey, facilitating collaboration with internal teams to address and resolve issues.
- Coordinated resource allocation to maintain quality standards while adhering to budget constraints.
- Established and nurtured strong partnerships with teams, vendors, and contractors to enhance project outcomes.
- Mentored associate project managers, enhancing team capabilities and overall performance.
Senior Project Coordinator
Time Warner Cable
01.2016 - 02.2017
- Acted as a subject matter expert, providing real-time support to the project management team.
- Conducted training sessions to strengthen team capabilities and ensure knowledge retention.
- Developed training processes and product checklist documents to streamline project management operations.
- Created and revised Salesforce dashboards and reports to align with departmental goals.
- Resolved escalations from management and internal departments to enhance workflow efficiency.
Commercial Project Coordinator
Time Warner Cable
04.2015 - 01.2016
- Managed over 100 coax and fiber construction projects from conception to completion.
- Acted as primary client contact, delivering regular project progress updates.
- Coordinated resolution of internal obstacles to maintain project timelines.
- Facilitated effective communication between internal teams and external stakeholders.
- Reviewed customer feedback data to pinpoint areas for improvement in future projects.
Commercial Order Management Representative
Time Warner Cable
06.2012 - 04.2015
- Accurately entered orders into the billing system and updated pertinent information in Salesforce
- Processed orders and entered them into the salesforce program for tracking, maintaining, monitoring, and reporting.
- Conducted quality checks on sales orders to ensure accuracy and compliance with company standards
- Maintained daily client contact for status updates and verification of critical order information, enhancing customer communication
- Managed escalation order expedites to resolve issues promptly and maintain client satisfaction.
- Partnered with internal departments to ensure a successful installation of the client's services
Customer Care Coordinator
Time Warner Cable
Middletown, NY
02.2010 - 06.2012
- Resolved complaints from the Office of the President, Corporate, Better Business Bureau, Public Service, and FCC for the Residential Care Department, ensuring timely and effective responses.
- Researched and addressed Executive and Attorney General complaints received through Public Affairs, providing detailed resolutions and follow-up reports.
- Managed incoming correspondence for department, handling mail, faxes, and emails to ensure streamlined communication and prompt response.
- Produced weekly and monthly Excel reports detailing incoming regulatory complaints
Customer Care Escalations Specialist
Time Warner Cable
06.2006 - 02.2010
- Achieved one-call resolution for incoming escalated calls from care team.
- Fostered relationships with internal departments to resolve escalated issues efficiently.
- Reviewed recorded calls with agents to ensure quality and created action plans for recurring issues.
- Coached front-line agents on selling techniques, enhancing their performance and contributing to revenue growth.
Education
BBA - Business Administration, Project Management
Strayer University
Charlotte, NC06-2025
Skills
Program governance
Change management
- Process improvement
- Capacity planning
- Agile methodologies
- Hybrid project management
- Stakeholder engagement
- Risk assessment
- Cause analysis
- Data analysis
- Forecasting
- Stakeholder management
Certification
- Project Management Professional PMP® Credential 2770623
Timeline
Sr. Manager, Program Management
Spectrum Business
01.2021 - Current
Manager, Program Management
Spectrum Enterprise
06.2017 - 01.2021
Project Manager
Spectrum Enterprise
02.2017 - 05.2017
Senior Project Coordinator
Time Warner Cable
01.2016 - 02.2017
Commercial Project Coordinator
Time Warner Cable
04.2015 - 01.2016
Commercial Order Management Representative
Time Warner Cable
06.2012 - 04.2015
Customer Care Coordinator
Time Warner Cable
02.2010 - 06.2012
Customer Care Escalations Specialist
Time Warner Cable
06.2006 - 02.2010
BBA - Business Administration, Project Management
Strayer University