Michelle Marquez
Maricopa,AZ
Summary
Driven Associate Director offering 25 years of progressive experience in Telecommunications. Versed in project management and provisioning of local network services. Forward-thinking Associate Director generates high-quality work. Leverages tenacious approach and strong attention to detail to drive success. Service-oriented and performance-driven with excellent organizational, multitasking and problem-solving skills.
Overview
33
33
years of professional experience
Work History
Associate Director
AT&T
Mesa, AZ
09.2013 - 01.2020
- Developed and implemented strategies for the optimization of telecom resources.
- Managed telecommunications complex services for large projects IPFlex and IPTF Services for Circuit Install with Porting.
- Ensured compliance with industry standards and best practices in the design and implementation of telecommunication services.
- Provided technical support to users regarding telecom equipment, software and applications.
- Performed troubleshooting activities to identify and resolve telecom issues quickly and efficiently.
- Analyzed customer requirements to determine appropriate solutions for their needs.
- Created comprehensive documentation for all telecom processes and procedures.
- Coordinated with internal teams for installation of new communication infrastructure.
- Trained on systems and process to the entire GPM organization and many other internal teams on IPFlex BVOIP Porting and New Telephone activation.
- Generated monthly reports outlining key performance metrics related to telecommunications operations.
- Identified areas requiring improvement within current telecom environment.
- Elevated quality of work and productivity from team members through improved training strategies.
- Kept service quality and customer relations in line with established standards to promote long-lasting relationships.
Manager Of Network Services
AT&T
Denver , CO
01.1997 - 09.2013
- Directed and supervised the daily operations of a complex environment, including staff scheduling and training.
- Supported AT&T Prime Services, followed by the development of BVOIP and Ethernet services. I was the lead developer of systems and process for Provisioning of BVOIP at the inception of the product/services. Collaborated with other organizations for an end to end success.
- Tracked inventory and conducted cycle counts to maintain accurate records.
- Monitored employees' performance to ensure compliance with established standards, policies, and procedures.
- Developed strategies to increase efficiency in work processes and productivity of personnel.
- Conducted regular meetings with staff to discuss progress on objectives and goals.
- Evaluated employee performance regularly through observation, discussion, and written reports.
- Provided guidance for personnel on job-related issues such as customer service techniques or problem resolution methods.
- Analyzed operational data to identify areas of improvement or potential problems.
- Resolved conflicts between team members by mediating discussions between parties involved.
- Communicated with upper management regarding departmental updates or any issues that need attention.
- Developed strategies for improving customer satisfaction based on feedback from surveys or focus groups.
- Created weekly and monthly reports summarizing key metrics such as revenue generated or labor costs incurred.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
District Manager Circulation
Buffalo News
Buffalo , NY
01.1987 - 01.1997
- Skilled at working independently and collaboratively in a team environment.
- Cultivated interpersonal skills by building positive relationships with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Provided professional services and support in a dynamic work environment.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Applied effective time management techniques to meet tight deadlines.
- Worked effectively in fast-paced environments.
- Maximized performance by monitoring daily activities and mentoring team members.
- Held Events for Sales/Marketing -Top Sales agent award held
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Managed and motivated employees to be productive and engaged in work.
Education
Williamsville North High School
Buffalo, NY05-1987
Skills
- Project Management
- Systems Development
- Key relationship management
- Database Management
- Program Development
- Process Improvement
- Proposal Writing
- Crisis Management
- Strategic leadership
- Onboarding and training
- Corporate Communications
- Analytical Thinking
- Key relationship development
- Professional Networking
- Event Planning
- Hiring and Training
- Diversity and Inclusion Initiatives
- Database Development
- Decision-Making
- Organizational Development
- Critical Thinking
- Team Collaboration and Leadership
- Operations Management
- Product Management
- Relationship Building
- Performance Evaluations
Affiliations
- Coach Youth Sports for Maricopa Copper Sky Recreational Center
- Equestrian Horse Jumper
- Cross Fit and Weight Training
Accomplishments
- Several Medals and trophies for Equestrian Jumper
- High Customer Accolades to Project Success ie; Walmart, Walgreens, PNC Bank, Advanced Auto, several Federal Govt Accounts and Health Care Accounts.
References
References available upon request.
Timeline
Associate Director
AT&T
09.2013 - 01.2020
Manager Of Network Services
AT&T
01.1997 - 09.2013
District Manager Circulation
Buffalo News
01.1987 - 01.1997
Williamsville North High School