Summary
Overview
Work History
Education
Skills
Core Competencies
Accomplishments
Languages
Timeline
Generic

CARMEN E YEPES

Astoria,NY

Summary

Strategic technology leader with 15+ years of experience driving award-winning citywide initiatives in telecom modernization, CRM systems, and digital service delivery. Proven track record in managing large-scale technology transformations, enhancing operational efficiency, and delivering measurable cost savings. Skilled at bridging operational and technical teams, influencing cross-functional stakeholders, and executing complex projects under tight deadlines in high-stakes government environments. Known for fostering teamwork and adapting to evolving business needs, ensuring alignment with organizational goals.

Overview

18
18
years of professional experience

Work History

Director of Business Relations, NYC 311

Office of Technology and Innovation (OTI)
03.2022 - Current
  • Lead cross-functional teams in program/project management, product ownership, IVR operations, mobile application management, and user acceptance testing for NYC’s 311 system.
  • Directed migration of three call center locations from end-of-life Avaya systems to Cisco telephony, achieving zero downtime and minimal business disruption.
  • Delivered concurrent implementations of IVR, CTI, WFM, QA, and Reporting applications within nine months, meeting all scope, budget, and performance requirements.
  • Partner with Business Intelligence to design and refine KPIs that drive operational strategy and resource allocation.
  • Manage 24/7 prioritization of multiple citywide technology initiatives in alignment with Mayoral and City Council mandates.
  • Facilitate weekly executive-level program updates to ensure transparency, alignment, and rapid decision-making.

Project Manager, NYC 311

Department of Information Technology & Telecommunications (DoITT)
07.2010 - 03.2022
  • Oversaw the full lifecycle of technology projects, from RFP to post-deployment, for one of the nation’s largest municipal information services.
  • Served as business lead for the award-winning NYC 311 Telecom Modernization Program — recognized as the 2022 NYC Technology Forum “Best Application Meeting an Agency’s Business Need”.
  • Designed, tested, and launched the award-winning 311 CRM Citywide Application (2019 “Best Application Serving the Public”), enabling faster Agile-based development and reducing hardware maintenance costs.
  • Directed the rollout of the 311 NLU IVR (2014 “Best External Application”), which now handles ~20% of 18–20M annual calls and drives 12–15% yearly FTE savings.
  • Managed vendor contracts, statements of work, and bills of materials for large-scale deployments.
  • Led transitions from implementation to production support, ensuring service continuity and performance optimization.

Intake Coordinator, NYC 311

Department of Information Technology & Telecommunications (DoITT)
01.2008 - 06.2010
  • Captured and translated project requirements from NYC Mayoral agencies into actionable operational and technical solutions.
  • Introduced new call center practices that improved service quality and operational efficiency.
  • Ensured compliance with legislative changes and emerging technology standards.

Education

Bachelor of Science - Information Systems

CUNY School of Professional Studies
New York, NY
05.2027

AAS - Accounting

CUNY Borough of Manhattan Community College
New York, NY
01.2015

Skills

  • MS Office 365
  • SharePoint
  • MS Dynamics CRM
  • Azure DevOps
  • Aceyus
  • Oracle Analytics
  • Tableau
  • SQL Reporting
  • Verint
  • Nuance NLU
  • Questionmark Perception
  • Strategic planning
  • Relationship building
  • Risk Management
  • Stakeholder engagement

Core Competencies

  • Program & Project Management (Waterfall & Agile)
  • Call Center Technology & Operations
  • IVR & Natural Language Understanding (NLU) Solutions
  • CRM Implementation & Optimization
  • Business Intelligence & Data-Driven Decision Making
  • Vendor & Stakeholder Management
  • Process Improvement & Risk Mitigation
  • Change & Incident Management

Accomplishments

  • Best Application Meeting an Agency’s Business Need – NYC Technology Forum (2024)
  • Excellence in Project Management – NYC Technology Forum “Best of New York City Awards” (2022)
  • Best Application Serving the Public – NYC Government Technology (2019)
  • Best of NYC Excellence in IT Service & Support – Digital Government (2017)
  • Best External Application – NYC Digital Government Summit (2014)

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Director of Business Relations, NYC 311

Office of Technology and Innovation (OTI)
03.2022 - Current

Project Manager, NYC 311

Department of Information Technology & Telecommunications (DoITT)
07.2010 - 03.2022

Intake Coordinator, NYC 311

Department of Information Technology & Telecommunications (DoITT)
01.2008 - 06.2010

Bachelor of Science - Information Systems

CUNY School of Professional Studies

AAS - Accounting

CUNY Borough of Manhattan Community College

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