Monique Dawson
Aurora,CO
Summary
Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
1
1
Certificate
Work History
Program Manager
Comcast Business
01.2018 - Current
- Collaborated with project sponsor cross-functional teams and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives.
- Identified key requirements needed from cross-functional teams and external vendors.
- Analyze, evaluate, and overcome program risks and produce reports for management and stakeholders.
- Developing change management plans for projects and/or change initiatives.
- Creation of communication channels and communications with affected employees.
- Collaborated with business leadership to set priorities based on business needs, resource capacity, and risk exposure
- Established milestones and objectives based on input from functional areas and stakeholders
- Identified program obstacles and communicated possible impacts to team
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
- Oversaw change management efforts to support the implementation of critical initiatives driving technology, process, and culture changes
Implementation Manager
Comcast Business
01.2017 - 01.2018
- Coordinate tasks in a fast-paced environment with multiple priorities for successful project completion on scheduled launch dates.
- Lead Enterprise Service Assurance through process development and improvement initiatives.
- Coordinate documentation of processes, communication, and relevant training to impacted teams.
- Ensures project/department milestones/goals are met and adhere to approved budgets.
- Manages cross-functional team, including third-party vendors and other resources; coordinates activities to achieve goals.
- Responsible for detecting potential issues and implementing solutions when problems threaten to delay timeline or impact budget or business operations.
- Partner with Sales, Order Management, and Service Delivery to access and determine solutions to provide the best customer experience.
- Implement new processes that ensured transparent transition for Service Assurance on new product launches.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand
Implementation Analyst
Comcast Business
01.2015 - 01.2017
- Responsible for project management and day-to-day activities of Call Center implementations.
- Serve as project manager, business expert, and technical resource for the implementation team.
- Work with Care Agents, ETS Agents, and various departments in Service Assurance to resolve technical issues and implement processes.
- Work with Enterprise Service Assurance to develop information flow and resolve business and technical issues.
- Interface with Comcast Information Technology team to work through implementation requirements.
- Ran as point/liaison for 5 MOD conversions in 2015 - Successful MOD Transition rate - >99%.
- Bi-weekly supervisor/manager level Connect Point Meetings held to engage in two-way dialogue for implementation, feedback, and best practice sharing.
- On-site attendance for Training, BRT/UAT sessions to gauge the pertinence and impact of our delivered material, including EUC, Systems/Tools, and Training curriculum.
- Monthly readout deck for Senior Leadership, correlating implementation team achievements with our pillars of customer experience in alignment with Operational Strategies.
- Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Communicated and explained business requirements to team members to understand and implement functional demands
Enterprise Sales Support
Comcast Business
01.2012 - 01.2015
- Proactively identify opportunities for improvement in processes and procedures and recommend solutions.
- Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.
- Subject Matter Expert in process and system tools, SalesForce, CPQ, Cafe Workbench, Bundle Builder, Singleview, and CSG.
- Confer precisely with the Enterprise Sales Director, Sales Managers, and Marketing Manager on business goals and Monthly Incentive Goals, reporting sales activity statistics and results.
- In-depth knowledge and experience in Comcast Business Enterprise MetroE products (EDI, EPL, EVPL, ENS, and EoHFC), Advance Voice products (PRI and BVE), and SMB Business Class Internet (BCI, BCV, BCTV).
- Interface with various levels of sales, operations, engineering, construction, and other functional groups to ensure orders flow accurately and install promptly.
- Formulated data and information from all relevant sources to ensure that it is incorporated into a database for Prospecting new customers.
- Collect, compile, and analyze data to identify areas from statistical analysis and make recommendations to Sales Managers to improve prospecting.
- Skilled at working independently and collaboratively in a team environment
- Proved successful working within tight deadlines and a fast-paced environment
Administrative Assistant
Serco - USPS
01.2010 - 01.2012
- Served as inside contact for Post Offices across the Western Region scheduling maintenance and repairs on over 20,000 Post Offices.
- Managed four Call Center Representatives and 16 Maintenance Techs across the Western Region which we covered 55,000 calls during any given year.
- Managed office critical communications, along with maintaining records, filing, and payroll timesheets for staff.
- Supervised, ordered, and distributed office supplies.
- Managed office expenses, hotel reservations, and Airline ticket bookings.
- Single-point-of-contact for Top 5 Critical Post Offices critical escalations partnering with Postmasters and Project Managers to provide rapid response to maintenance issues.
- Provide an advanced level of executive support to the business leadership team.
- Process procurement card expenses and reporting up to 46K/month.
- Manage facility issues, wireless equipment, and catering for meetings.
- Team event coordination and logistics organizing for over 80 professionals.
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
Education
Associates of Business Administration - Business Administration
St. Philips College San
San Antonio, TX12.1999
Skills
- Change Management
- Business Systems
- Program Reviews
- Work Planning and Prioritization
- Relationship Building
- Project Coordination
- Problem-Solving
- Time Management
- Event Planning and Execution
- Critical Thinking
- Team Leadership
- Strategic Direction
- Policy and Procedure Improvement
Accomplishments
- Comcast Business Most Valuable Support 2013 & 2014
- Comcast Business West Division Hall of Fame 2013
- Democratic National Convention Service Assurance Lead Organizer
- Comcast Business 2016 Business Champion - Philadelphia
- Comcast Cares Day Event Leader - HQ Enterprise Service Assurance - Inova
- Comcast Business 2018 Excel Keynote Speaker - Orlando
- Comcast Business 2019 Excel Lead Event Planner and Organizer - Orlando
- Operations Transformation Shout Out Employee 2020
Certification
- SAFe Agilist (SA) Certification - Scaled Agile Framework or SAFe is the widely used Scaling Agile framework worldwide. The SAFe Agilist (SA)
- Certified Associate in Project Management
- CM - Certified Manager Certification
Timeline
Program Manager
Comcast Business
01.2018 - Current
Implementation Manager
Comcast Business
01.2017 - 01.2018
Implementation Analyst
Comcast Business
01.2015 - 01.2017
Enterprise Sales Support
Comcast Business
01.2012 - 01.2015
Administrative Assistant
Serco - USPS
01.2010 - 01.2012
Associates of Business Administration - Business Administration
St. Philips College San
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