Laurie Carroll
Scottsdale,AZ
Summary
Strategic Director known for high productivity and efficient task completion. Specialize in operational strategy, team leadership, and financial oversight. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and project success.
Overview
27
27
years of professional experience
Work History
Director Technology and Program Management
AT&T Communications
Scottsdale, AZ
11.2022 - Current
- Supervises and develops a team of subordinates providing IT system solutions and performs functions involved in the development and integrity of new and existing applications/hardware or systems required to meet customer's networking needs for their business to succeed
- Evaluating customer expansion projections and equipment/service needs and hiring contractors to fulfill the support models over the duration of various contracts
- Strategic lead in contract negotiation that resulted in a renewal valued at $175M for 5 additional years
- Responsible for team development including joint goal setting for personal growth and business growth as well as conducting performance reviews
- Responsible for assessing customer needs and allocation of resources to meet those needs while adhering to internal financial responsibilities
Senior Service Delivery/Program Manager and Team Lead
05.2017 - 11.2017
- Supported a team of 12 Project Implementation Managers and engineers in providing technical network and design consultation to support business expansion.
- Assessed sizing for and implemented large expansion and refresh projects, including cloud-based technology, including managed SD-WAN, LAN, WLAN, Ethernet transport, dedicated internet, and voice services.
- Assigned projects to team members and manages workload and deliverables at met.
- Serves as escalation manager for expedited projects and/or major outages, leveraging relationships with cross-organization contacts to resolve.
- Responsible for training new team members and leading efforts to streamline existing processes, resulting in faster and more efficient support to customers.
- Partnered across multiple organizations to seek and develop new opportunities to bring optimization to customers.
Sr. Business Program Manager
04.2016 - 05.2017
- Developed business plans and operational requirements to deploy new and highly complex products into the marketplace.
- Identified operational models for new and/or enhanced products to align with performance, revenue, market share and profitability objectives for large travel management business.
Sr. Quality/M&P/Process/Project Manager
Scottsdale, AZ
02.2013 - 04.2016
- Served as organizational lead, working with cross-functional business units, analyzing telecom product support processes. Developed system efficiencies and cost-saving solutions valued at $150k/year.
- Developed training documentation and hosted training seminars for 1,000+ employees, directly supporting large customers.
- Influenced global business partners to analyze, develop, and enhance existing processes based on analytics of feedback from the Service Management Organization.
- Provided regular executive briefings on critical service improvement projects to senior leadership.
Global Customer Service Executive
San Francisco, CA
04.2000 - 02.2013
- Managed service team supporting multiple global businesses generating revenues in excess of $25 million per annum
- Oversaw operations of provisioning, network maintenance, billing, and collections for multinational corporate accounts ranging from $10 to $40 million per annum.
- Prepared RFPs for new revenue opportunities
- Contributed to the retention of contracts with revenues up to $40 million through proactive customer service management.
- Prepared and presented monthly executive briefings to senior management of Fortune 500 accounts
Senior Financial Analyst
British Telecom North America, Inc.
Atlanta, GA
12.1997 - 04.2000
- Constructed annual budget and five-year plans for all of the North American operations.
- Prepared monthly trend analyses of annual revenues of $80 million and annual expenses of $57 million.
- Identified and recovered $5 million of new business opportunities to meet customer needs
- Prepared and distributed customized quarterly customer surveys to internal and external customers.
Senior Financial Analyst
British Telecom North America, Inc
Atlanta, GA
12.1997 - 04.2000
- Constructed annual budget and five year plans for all of the North American operations
- Prepared monthly trend analyses of annual revenues of $80 million and annual expenses of $57 million
- Interacted closely with sales teams and billing teams to identify $5 million of new business opportunities to meet customer needs
- Prepared and distributed quarterly customer surveys to internal and external customers
- Analysis resulting in implementation of changes required to meet customer’s business needs.
Education
Professional certificate in Event Management -
University of San Diego
San Diego, CA01.2006
B.S. - Financial Management, Accounting
Clemson University
Clemson, South Carolina05.1997
Skills
- Business Planning
- Operations Management
- Contract Negotiation
- Staff Management
- Contract Management
- Business Administration
- Logistics Management
- Project Coordination
- Staff Development
- Strategies and goals
- Program Management
- Hiring and Retention
- Cross-functional team leadership
Accomplishments
- Consistently receives “Exceeds Expectations” and “Exemplary” on annual performance ratings.
- Consistently receives “Extraordinary” rating for Leadership skills, Interpersonal skills and Personal Capability.
- AT&T Connection Award Recipient 2019-2024
- AT&T Top Talent Program 2021-2023
- RISE Leadership program graduate - 2020.
- Recipient of Customer service excellence awards for providing exceptional customer service (2011, 2012 & 2013).
- Awarded Presidential Volunteer award every year from 2014 through 2024 for volunteer hours of 250-500hrs per year.
- Awarded AT&T White Vest award in 2014 and 2015.
- Six Sigma Green Belt Certified - May 2011.
- AT&T Service Management Certified – Dec 2011
Volunteer Experience
- Vice President, Vice President Finance & Vice President of Membership, Phoenix, AZ, 2012, 2020, Helped form and lead community service, mentoring, and scholarship foundation committees., Organized fundraising events to support several non-profit organizations raising in excess of $10k for various charities., Honored with RAVE Chapter member of the year award in 2014 & 2015., (Volunteer position)
- DECA Mentoring program leader, 2020, 2022
- St Vincent De Paul Society Volunteer lead, 2010, 2021
- Harvest Community Center Volunteer, Once a month assisting families in need to ship for groceries and other life critical needs
- Gathering Humanity
Interests
- CORPORATE & COMMUNITYINVOLVEMENT: , Desert Mountain High School Football Booster Club, Scottsdale, AZ 2021 - Present Executive Board Member – Treasurer
- Prepares annual budget, manages accounting, and prepares annual filings and reports with annual revenues and expensse in excess of $200k per year. AT&T Women of AT&T, Phoenix, AZ Vice President, Vice President Finance & Vice President of Membership (Volunteer position) 2012- 2020
- Helped form and lead community service, mentoring, and scholarship foundation committees.
- Organized fundraising events to support several non-profit organizations raising in excess of $10k for various charities. Honored with RAVE Chapter member of the year award in 2014 & 2015. Desert Canyon Elementary School PTO, Scottsdale, Arizona - 501c (3) Board Member and Treasurer 2012-2019
- Led fundraising efforts and managed teams resulting in $30k raised in a single year.
- Constructed annual budget, prepared monthly expenditure reports, and balanced annual financials.
- Planned and led multiple committees to host Spring Fundraising event for 600+ people for 4 years. DECA Mentoring program leader 2020-2022 St Vincent De Paul Society Volunteer lead 2010-2021 Harvest Community Center Volunteer– Once a month assisting families in need to ship for groceries and other life critical needs Gathering Humanity, OTHER ACCOMMPLISHMENTS:
- Consistently receives “Exceeds Expectations” and “Exemplary” on annual performance ratings.
- Consistently receives “Extraordinary” rating for Leadership skills, Interpersonal skills and Personal Capability.
- AT&T
Additional Information
- Connection Award Recipient 2019-2024 AT&T Top Talent Program 2021-2023 RISE Leadership program graduate - 2020. Recipient of Customer service excellence awards for providing exceptional customer service (2011, 2012 & 2013). Awarded Presidential Volunteer award every year from 2014 through 2024 for volunteer hours of 250-500hrs per year. Awarded AT&T White Vest award in 2014 and 2015. Six Sigma Green Belt Certified - May 2011. AT&T Service Management Certified – Dec 2011
References
References available upon request.
Timeline
Director Technology and Program Management
AT&T Communications
11.2022 - Current
Senior Service Delivery/Program Manager and Team Lead
05.2017 - 11.2017
Sr. Business Program Manager
04.2016 - 05.2017
Sr. Quality/M&P/Process/Project Manager
02.2013 - 04.2016
Global Customer Service Executive
04.2000 - 02.2013
Senior Financial Analyst
British Telecom North America, Inc.
12.1997 - 04.2000
Senior Financial Analyst
British Telecom North America, Inc
12.1997 - 04.2000
Professional certificate in Event Management -
University of San Diego
B.S. - Financial Management, Accounting
Clemson University
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