Nicole Putnam
Peyton,CO
Summary
Results-Driven PMP Project Manager
Proven record of delivering key initiatives that reduce costs while safeguarding revenue. Focused professional with experience across multiple facets of project management with demonstrated success anticipating, addressing, and solving intricate issues impacting various departments. Highly effective at coordinating the implementation of multiple projects and applying knowledge to solve complex issues. Expert in high balance accounts and customer usage. Drives cross-functional collaboration of teams and communication to executive committees and frontline users.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Program Manager
T-MOBILE CORPORATION
11.2020 - 08.2023
- Served as lead project manager for customer usage. Managed multiple project teams and led initiatives with billing vendor to resolve issues, alleviate risks and build system enhancements.
- Setup focus groups with frontline users, management, and IT to identify customer usage system and process related issues. Implemented several initiatives that reduced high balance credits and adjustments by 20% through total savings of $1.2M/month or $14.6M in 2022. Received Values in Action Act Like an Owner award for impacts to bottom line and taking on extra responsibilities for offers and security.
- Served as lead for legacy billing system issues for Care and implemented multiple efforts with billing vendor and IT billing team that included fix for premium voice mail services for 180K customers which prevented costly escalations to legal for customers charged incorrectly for voicemail.
- Set up SQL reporting with development team for customer usage tables.
- Set up cross-functional team with Engineering, Roaming, Marketing, Care and Development and led process changes across channels that provided a reduction of high balance accounts from over 250/day to 70 or less, reducing customers that were past due, churned or incurred bad debt of up to $300K/mth.
- Functioned as system profile security lead for Samson billing platform and software releases, delivering better controls for Care billing system, preventing users to sell customers incorrect rate plans. Allowed minimal exposure to incorrect access of functions in Samson during software releases
- Led cross-functional testing team with QA, Training and Care for legacy training system testing and releases that prevented frontline user interruption during software changes. Users experienced no downtime.
Tech Program / Project Manager III Project
SPRINT
02.2016 - 11.2020
- Project Manager on System Matter Experience team for Care.
- Lead Project Manager for prepaid Care and invoice systems.
- Performed updates for customer invoices, testing and rate plans.
- Reduced time-consuming manual work around for sales restricted customers to two accounts/week through cross-functional team with Care and offshore teams.
- Tested customer invoice formatting and billing which prevented customer escalations to Care and Collections for incorrect charges.
- Worked with development team on design documentation and detailed training for prepaid software release changes for Care training teams.
Program Manager, Lead Program Manager
SPRINT
02.2006 - 02.2016
- Oversaw all software- related projects for team and development of any related training materials.
- Managed project life cycle team.
- Reported to Director and VP of Collections.
- Served as lead for collections project management for cross-functional PM team including Collections, Care, Bankruptcy, IT, Credit, IVR and Web that implemented new agent screens for billing system. Project spanned two years and successfully implemented in October 2012 with no major defects.
- Conducted thorough quality assurance and Sarbanes-Oxley compliance reviews. Developed corrective action plans through user training and program conversions. Successfully transitioned Sarbox team to new quality assurance group in 2010. Efforts prevented possible legal fines of up to $10K per violation
- Executed, as team lead, complex customer billing system conversion in 2006 and 2007. Both projects resulted in minimal impact on customer services and team management efforts were specifically acknowledged through two service excellence awards
- Primary lead for Service Level Agreements for department applications. Worked directly with IT Support staff and Business for capacity planning and change management. Successfully managed a $20M program, completing 40 Finance Services business strategy projects encompassing Churn Management, Collections, and Credit systems.
Education
Master of Arts (MA) - International Relations
St. Mary’s University
San Antonio, TXBachelor of Arts (BA) - English
Texas A&M University
College Station, TXSkills
- Project Leadership
- Change Management
- Implementation Planning
- Project Planning
- Team Organization
- Process Management and Negotiations
- Budget Tracking
- Risk Mitigation and Issues Resolution
- Training Documentation
- ITIL
- Project Management Methodology
- Stakeholder Management
Certification
PMP - Project Management Professional
Affiliations
Project Management Institute
Timeline
Senior Program Manager
T-MOBILE CORPORATION
11.2020 - 08.2023
Tech Program / Project Manager III Project
SPRINT
02.2016 - 11.2020
Program Manager, Lead Program Manager
SPRINT
02.2006 - 02.2016
Master of Arts (MA) - International Relations
St. Mary’s University
Bachelor of Arts (BA) - English
Texas A&M University
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