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Summary
Work History
Additional Experience
Accomplishments
Skills
Education
AccountManager
Rosario Pose

Rosario Pose

Little Falls,NJ

Languages

Spanish

Summary

Strategic and tactical leader with 15+ years of experience in the telecommunications industry and project management. Bilingual problem-solver (Spanish) adept at understanding “big picture” operations, process / systems analysis, and building professional relationships founded on credibility and trust. Improved day-to-day operations via strong ability to identify solutions.

Work History

Sr. Director - Service Delivery & Business Process

Fusion Connect
Remote - NJ
Oct.2020 - Current
  • Direct multiple Service Delivery teams: Project Management, Implementation Coordinators & Business Process Optimization (BPO).
  • Oversee successful delivery & customer satisfaction of all services for Enterprise & SMB accounts.
  • Spearhead all activities and processes related to effective delivery of customer and operational service, including comprehensive improvement of processes and procedures throughout organization to maximize profitability, standardize quality, and control cost.
  • Generate consistent results on leading service delivery team to surpass installation forecast by over 25% on average.
  • Leverage excellent interpersonal/communication skills to collaborate with management and team of 250+ employees; effectively ensuring understanding of business needs among colleagues
  • Execute business plans and develop reporting & Project Management tools to facilitate project initiatives, trainings and administrative activities.
  • Reduce installation intervals to improve book to bill timeframe.
  • Apply experience and knowledge to create solutions such as establishing the Vendor Relations Escalation team; successfully accelerating installation and reducing carrier delays by 23%
  • Manage budget goals for department.

Director - Business Process Optimization

Fusion Connect
Remote - NJ
Jun.2018 - Oct.2020
  • Guided BPO team in prioritizing projects based on business needs to meet deadlines
  • Collaborated with executive level & SME's to gather requirements, submit user Epics/stories to development for Sprint sizing & documenting test/acceptance criteria.
  • Instituted management of processes across departments to improve efficiency and effectiveness of performance
  • Managed change among staff to achieve buy-in and cooperation and overcome resistance.
  • Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
  • Deployed new go forward OSS to Order Management & Service Delivery teams

Director - Provisioning

Fusion Connect
Wayne, NJ
Jan.2011 - Jun.2018
  • Guided provisioning team responsible for cradle to grave implementation of all services, MACD's, billing & exception reporting cleanup efforts through 8 mergers/acquisitions in order to meet implementation SLA's.
  • Oversaw multiple migration projects (platform, network, CO decommissioning) to reduce network overhead and realize cost savings.
  • Hired and directed teams to achieve daily and long-term operations and business goals.
  • Collaborated closely with organizational leadership to strategically affect operational direction.
  • Managed daily operations & fostered increased productivity.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Reported Pipeline Revenue reporting on weekly and monthly basis to executive team.
  • Compiled and filed bi-yearly FCC 477 report to maintain compliance.

Additional Experience

Network Operations Manager - Fusion Connect (formerly NBS) – Wayne, NJ

Transport Engineer (Consultant) - T-Mobile – Parsippany, NJ

Circuit Provisioner - Covista Communications – Little Falls, NJ

Agent Support - TotalTel – Little Falls, NJ

Accomplishments

  • Fusion Connect All-Star Recognition - 2022
  • Collaborated with Executive team & SME's in the development & deployment of go forward proprietary OSS to track order entry, implementation & post install support of all services.
  • Project Managed phased implementation for large restaurant chain of 200 new sites & successfully met deliverables for store openings within budget. Total contract value of $3.4M.
  • Conceptualized, designed and worked with BI Architectural team on deploying proprietary Project Management tool & KPI reporting tools to improve efficiencies.

Skills

  • Diverse Market/Industry Knowledge
  • Hosted, SIP, Various Connectivity Types, UCaaS, CCaaS, Managed SD-WAN
  • Project Management
  • Employee Coaching and Motivation
  • Strategic Vision
  • Key Performance Indicators (KPI)
  • Managing Operations and Efficiency
  • Workflow Planning
  • Scrum Methodology
  • MS Suite (PP, Excel, Word, Teams)

Education

Biology

Montclair State University

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Rosario Pose