MARY E. HALL
Boca Raton,FL
Summary
Results-focused leader with 20+ years of experience mentoring and managing teams, projects and programs seeking to leverage strong background in a new challenging role. Ability to consult and analyze existing operations and implement the strategies, processes and technologies to improve productivity and efficiency. Highly skilled Program Manager in service delivery implementation , change and problem management. Consistently demonstrate exceptional knowledge and sound decision making with a dedication to positive customer expierence
Overview
32
32
years of professional experience
1
1
Certification
Work History
Supplier Manager and Change Manager
Verizon Business
03.2022 - 04.2023
- Manage Third Party vendor relationships from onboarding to steady state and the service elements they provide for Verizon Managed Services customer Medtronic
- Manage the delivery of service to meet contractual obligations
- Responsible for oversight of supplier and customer daily change management and monthly reporting with focus on continual process improvement
- Monitored suppliers' activities to assess performance in meeting quality or delivery requirements.
- Implemented communication channels with customers, clientele and key vendors, prioritizing opportunities and ensuring quick problem resolution.
Technical Delivery Lead /Project Scrum Master
Verizon Business
02.2012 - 02.2023
- Network Technical Implementation Lead and Scrum Master of an Agile Delivery team for Verizon customer Capital One
- Communicated with key stakeholders to determine project requirements and objectives.
- Part of a diverse Network Dev-Ops Engineering team supporting IT projects from design to implementation across multiple platforms using Agile methodology (Scrum and Kanban)
- Administered JIRA board and confluence pages
- Served as team SME for Technology Change Management (ServiceNow)
- Collaborated with applications teams, third-party vendors and stakeholders to identify and resolve problems
- Reviewed and evaluated post-event success and identified continuous improvement opportunities
- Responsible for facilitating team norms and ceremonies to ensure teams maintained focus on quality and continuous delivery.
Service Program Manager
Verizon Business
01.2010 - 02.2012
- Customer Advocate and primary contact for financial management and customer service
- Responsible for lifecycle governance
- Managed client operations and achieved associated service levels that deliver contracted business solutions
- Developed risk mitigation strategies that minimize business disruption
- Ensured service levels were attained and managed Key Performance Indicators (KPIs)
- Developed and maintained Continual Service Improvement plans for the delivery of service.
- Generated and delivered reports, program review presentations and other program status updates.
Sales Support Manager
Verizon Business
05.2008 - 12.2009
- Managed a team of Implementation Managers responsible for the coordination and service of delivery to
- Fortune 100 and Fortune 500 company’s global networks
- Provided project timelines, dependencies, milestones and resources to ensure performance meets internal operational metrics and Verizon contractual obligations
- Trained and mentored employees to work independently and efficiently
- Presented monthly and quarterly Operations reviews.
Senior Program Manager
Verizon Business
06.2005 - 05.2008
- Responsible for programs that generated in excess of $20 million/year in revenue
- Projected and managed large customer global network implementation to ensure revenue was generated in a timely manner
- Represented the department in new product initiatives and created process documentation to support new initiatives
- Partnered with external organizations to create streamlined service delivery processes
- Monitored service management to ensure compliance with SLA’s and performance commitments
- Ensured contracted deliverables were completed in their entirety
Senior Manager Sales Support
MCI Telecommunications
01.2003 - 06.2005
- Developed and managed the team of Inside Support Account Managers
- Team members responsible for all complex pricing and contracting associated with the $120 million Solution Provider channel
- Created and implemented new processes to streamline and maximize efficiencies and best practices
- Communicated all associated statistical reporting to VP, Channel Directors and Channel Managers.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
Senior Manager of Implementation
Mci Worldcom
10.1999 - 01.2003
- Developed and managed four (4) managers along with their implementation teams that supported National Accounts for the Southeast Region
- Responsible for driving revenue numbers by ensuring installations were completed timely
- Consistently exceeded a monthly install quota of approximately two million (2,000,000) per month.
- Met with stakeholders to collaborate and resolve problems.
Local Service Manager / Implementation Manager
MCI Telecommunications
08.1997 - 10.1999
Customer Service Consultant
MCI Telecommunications
06.1991 - 08.1997
Education
Some College (No Degree) -
DeKalb Community College
ITT Technical Institute
Skills
- Program/Project Management
- Managed Services
- Vendor Management I
- Implementation Management
- Contract Management
- Billing and Financial Management
- Problem Analysis and Resolution
- Process Improvement
- Policy and Procedure Development Organizational Development
- Implementation Management Change Management
- Service Now
- Jira and Confluence
Certification
ITIL Version 3 Foundations
ITIL Intermediate Certification in Service Design
ITIL Intermediate Certification in Continual Service Improvement
ITIL Intermediate Certification in Operational Support and Analysis
Leadership Foundations
Verizon Scrum Master
SAFe
PMP Training hours 35 pending certification
Timeline
Supplier Manager and Change Manager
Verizon Business
03.2022 - 04.2023
Technical Delivery Lead /Project Scrum Master
Verizon Business
02.2012 - 02.2023
Service Program Manager
Verizon Business
01.2010 - 02.2012
Sales Support Manager
Verizon Business
05.2008 - 12.2009
Senior Program Manager
Verizon Business
06.2005 - 05.2008
Senior Manager Sales Support
MCI Telecommunications
01.2003 - 06.2005
Senior Manager of Implementation
Mci Worldcom
10.1999 - 01.2003
Local Service Manager / Implementation Manager
MCI Telecommunications
08.1997 - 10.1999
Customer Service Consultant
MCI Telecommunications
06.1991 - 08.1997
Some College (No Degree) -
DeKalb Community College
ITT Technical Institute
ITIL Version 3 Foundations
ITIL Intermediate Certification in Service Design
ITIL Intermediate Certification in Continual Service Improvement
ITIL Intermediate Certification in Operational Support and Analysis
Leadership Foundations
Verizon Scrum Master
SAFe
PMP Training hours 35 pending certification
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