Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kemmico Jones

Sugar Hill,GA

Summary

Accomplished Project Management Consultant highly effective at refining workflow and schedules to enable successful projects. Collaborative leader with a strategic Lean Six Sigma and Agile mindset to display unwavering commitment to project governance and change management. Strong communication, time management, and planning abilities. High-energy Project manager delivering sizable programs and supporting staff to complete projects and develop management systems and processes that facilitate business goals. Exceptional leader, problem-solver, and conflict manager with unsurpassed work ethic and 8+ years of related experience,

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager Project/Program Manager

Verizon Business
Alpharetta, GA
07.2021 - Current
  • Collaborated with business leadership to set priorities based on business needs, resource capacity, and risk exposure.
  • Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
  • Strategically balanced technology and business needs for the organization.
  • Identified program obstacles and communicated possible impacts to the team.
  • Designed and developed 4+ programs and projects for dissemination to personnel.
  • Participated in vendor selection and management process for program initiatives.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.
  • Built teams to address project goals and objectives for multiple projects.
  • Provided program management expertise in lean Six Sigma strategies and agile methods, practices, and execution.
  • Developed and maintained logistics workflows, procedures, and reports.

Sr. Analyst Performance Assurance

Verizon Wireless, Go To Channel
Alpharetta, GA
03.2020 - 07.2021
  • Project Manager of large project teams, and complex projects, managing progress, and monitoring deliverables and milestones in a successful and timely manner.
  • Partner with HQ Risk Management, Security, Compliance, and Fraud Strategy to identify risks and close gaps. Investigated and addressed Verizon compliance system issues to enhance usability and improve functionality.
  • Interacted with stakeholders and project team to validate expectations are understood and met before, during, and after project completion.
  • Responsible for creating clear and defined launch plans that include promoting awareness, and delivering communications, materials, and resources. Reviewed program implementation plans to assess risk and feasibility.
  • Developed, executed, and implemented Knowledge Management process delivery enhancing productivity for Frontline teams and improving customer experience.
  • Delivered in-depth compliance and system enhancements training, imparting knowledge of best practices for protecting data and minimizing errors.
  • Mapped processes to holistically examine business flow and identify improvement opportunities Provided project-level analysis incorporating proposals, sequence diagrams, and scope matrixes.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions. Reviewed program implementation plans to assess risk and feasibility.
  • Discovered root causes of problems and identified appropriate solutions.
  • Researched and adopted new technologies to add value to existing offerings.

Sr. Analyst Project Management and Support

Verizon Wireless
Alpharetta, GA
03.2019 - 03.2020
  • Project Lead for Verint Interactions & Analytics Workforce deployment project driving execution with Customer Operations, Vendors, and Resource Management teams.
  • Developed, executed, and implemented Knowledge Management process delivery enhancing productivity for Frontline teams improving customer experience.
  • Ensures projects are resourced properly. Led cross-functional teams towards defined strategies collaborating and driving internal process standardization.
  • Produced presentations to closely communicate with Leadership on progress, roadblocks, and risk.
  • Handled, prioritized and problem solved multiple tasks connected to 4+ projects at one time.
  • Closely collaborated with project members to clearly identify goals, responsibilities, and desired outcomes. Mapped processes to holistically examine business flow and identify improvement opportunities.
  • Managed over 300+ Knowledge Management (KM) topics and content pages. Providing feedback and acting as a liaison between frontline tool users and those who own and update the tools.
  • Coordinated work of project dedicated to raising awareness of need, applying strong project and team leadership to enhance success.
  • Researched and recommended process improvements designed to mitigate operational and financial risk.

Sr. Analyst

Verizon Wireless, Training Funnel Management
Alpharetta, GA
07.2017 - 03.2019
  • Managed key initiatives, utilizing project/process management methodologies. Motivating and instilling leadership capabilities to inspire success within the team.
  • Partnered with internal and external subject matter experts to drive business change.
  • Coached and developed staff as Sr.Manager POC for BGCO Projects team of over seven members covering all Partner/Vendor strategy, Pricing, Projects, Learning and Development (L&D), Reporting, and Product launches.
  • Project manager leading the Training Liaison program for the BGCO and Business Partner Governance( vendor portfolio strategy) specifically focused on strategic and tactical management of the overall training pipeline for all work-group functions (Phone Support, Fulfillment, Web Chat, Tech Support, Account Management, and National Operations).
  • Developed, maintained, and executed actionable project planning designed to improve quality through reviewing and analyzing customer satisfaction data.
  • Oversee and track progress to close performance gaps; communicate project status, risks, and objectives to all audiences including the National BGCO Leadership team.
  • Provided strategic recommendations to Area and National BGCO Leadership teams to gain buy-in for quality initiatives.
  • Oversees progress, extracts analysis, and provides current information and associated recommendations to all affected Verizon Business Group (VBG) teams, Business to Business (B2B) teams, BGCO Centers, and national partners.
  • Determined BGCO strategy for training requests, scoping needs, and defining return on investment. Reviewed program implementation plans to assess risk and feasibility.
  • Coordinated training requests from appropriate BGCO approval channels. Analyzed program data to provide input for key decision-making and strategic planning.
  • Documented procedures and business processes and shared information with appropriate stakeholders.
  • Coordinated work of project dedicated to raising awareness of need, applying strong project and team leadership to enhance success.
  • Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels
  • Implemented Continuing education and compliance training strategies to improve processes, systems, and behavior

Sr. Trainer

Verizon Wireless, BGCO
Alpharetta, GA
10.2007 - 07.2017
  • Effectively implements the conceptualization, execution, and management of training sessions and schedules for Learning and Development teams in collaboration with Training Managers.
  • Manager Lead POC, leading direct reports and peers of 6.
  • Coaching, developing, and creating astrategy around workload and career development.
  • Effectively implemented conceptualization, execution, and management of training sessions and schedules for the Learning and Development team in collaboration with the Training Manager.
  • Acted as Point of Contact for the Manager, attending leadership calls, meetings and coordinating class schedules.
  • Facilitated continued education classes for the Phone team, Telesales, Account Liaison, Fulfillment, Business Financial Operations, New Hires, and BGCO Technical Support.
  • Consulted with BGCO Leadership to identify program development nePartneringnering with subject matter experts to provide input for course content.
  • Worked directly with individuals to develop improvement plans and provided coaching and feedback.
  • Managed Vendor Curriculum Development including the review of new hire material for Vendors and the delivered training.
  • Facilitated, coordinated, and provided training with all levels of leadership.
  • Delivered train-the-trainer sessions on nationally developed materials. Utilized performance metric tools to access the effectiveness of training programs.
  • Facilitated Telesales New Hire training across the different centers, outside the scope of current BGCO channel from December 2016 through April 2017.
  • Maintained standardized training programs by providing comprehensive in-house training to over 1500 new employees and.
  • Developed and implemented lesson plans and teaching aids such as reference materials and videos.
  • Provided virtual training and online presentations.
  • Coordinated training for over 25 new hires per class, to retaining information about company policies, requirements, and performance strategies.
  • Developed and improved training courses to increase staff performance and overall training effectiveness. Evaluated training needs to improve training quality.
  • Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.

Education

B.A. - Business Administration, Project Management

Strayer University
Atlanta, GA
04.2014

Master Certificate -

Villanova University
Tampa, FL
03.2013

Certificate -

University of San Francisco
San Francisco, CA
06.2012

Associate of Arts - Business Administration

Strayer University
Washington, DC
05.2012

Master Certification -

Villanova University
Tampa, FL
03.2012

Skills

  • BI Tool and System Design
  • Business Tracking
  • Report Generation
  • Executive-Level Presentations
  • Decision Making
  • Policies and procedures
  • Strategic planning
  • Improvement initiatives
  • Advanced problem solving
  • Project planning and development
  • Project support
  • Contract Management
  • Testing and Conversion Plans
  • Business process re-engineering

Accomplishments

  • Resolved product/program and system issues through testing.
  • Collaborated with team of 6+ in the development of Customer Verification Screen.
  • Documented and resolved fraudulent and compliance issues which led to reduction bad actors..

Certification

  • Certified Verizon Lean Six Sigma Greenbelt (VLSS), Verizon Wireless - April 2021

Timeline

Manager Project/Program Manager

Verizon Business
07.2021 - Current

Sr. Analyst Performance Assurance

Verizon Wireless, Go To Channel
03.2020 - 07.2021

Sr. Analyst Project Management and Support

Verizon Wireless
03.2019 - 03.2020

Sr. Analyst

Verizon Wireless, Training Funnel Management
07.2017 - 03.2019

Sr. Trainer

Verizon Wireless, BGCO
10.2007 - 07.2017

B.A. - Business Administration, Project Management

Strayer University

Master Certificate -

Villanova University

Certificate -

University of San Francisco

Associate of Arts - Business Administration

Strayer University

Master Certification -

Villanova University

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Kemmico Jones