Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Stephanie Pezanis-Christou

Bellevue,United States

Summary

Agile Implementation Manager practiced at tackling complex, multi-stakeholder projects by applying manageable, attainable frameworks. Keen to dissect overwhelming tasks into digestible components through careful examination of business goals and judicious implementation of available resources. Known for providing reliable, effective paths to reach desired outcomes on time and under budget. Hardworking Leadership Team Member bringing great personnel management and motivational abilities. Helps drive team growth and enhance results through hands-on, proactive oversight of daily operations. Always ready to help personnel and managers achieve shared goals.

Overview

18
18
years of professional experience

Work History

Implementation Manager SW Region

10.2017 - Current
  • Develop and maintain new Enterprise customer relationships to ensure minimized churn and increased gross adds and loyalty to T-Mobile
  • Strategically cultivate relationships within sales team of 12 to ensure productive collaboration and positive on-boarding customer experience engagement pre and post implementation
  • Define, review and deliver on program plans including transition management, customer education on wireless service and equipment, billing options and other T-Mobile capabilities
  • Offer problem resolution paths for technical and other issues during customer transition timeline and provided customer education of T-Mobile account management resources and other escalation paths available
  • Assist customers with regular status updates during the assigned implementation period through use of tracking tools and facilitate weekly/monthly customer account management calls to keep customers informed of all changes and requests
  • Manage and oversee the involvement of T-Mobile Partner involvement with each program
  • Align T-Mobile process plan for the customers' short and long-term goals and objectives
  • Introduce and initiate T-Mobile Employee Programs to expand market share within each customer
  • Deliver the set-up of the contractual terms and conditions of Major Account Service Agreements
  • Manage a Sales Executive team of up to 10 people
  • Facilitate onsite trainings and webinars for end user populations as well as key personnel with each customer's organizations on T-Mobile products and processes
  • Work with Business Sales Support Team to implement new or enhanced process flows that contributed to the benefits of business and reseller customer base
  • Continually evaluated and make recommendations on process and resource improvements for a better customer experience
  • Act as a mentor and coach to new IM team members
  • Act as interim Resource Regional Manager when called upon
  • Knowledge of Project Management lifecycles and methodologies.

Technology Project Manager

Troon
Scottsdale, AZ
05.2016 - 10.2017
  • Responsible for gathering IT refresh requirements from Owners, Stakeholders and General Managers to create strategies for on-site refresh implementations for Troon properties nationwide
  • Responsible for developing relationships between vendors and enhancing technology experience at every club
  • Responsible for leading team workshops and developing relationships across team members to enforce a cohesive team
  • Develop and maintain IT reports for C-Level Executives
  • Track and develop IT budgets annually for each property on/off Troon network for General Managers
  • Provide SME expertise for projects and initiatives that impact technology and the customer experience
  • Act as main IT Point of contact and Project Manager for all assigned Troon courses
  • Manage annual software licensing for each property ensuring compliance and upgrade/maintenance standards are met throughout each facility
  • Assess IT infrastructure for on-boarding on-site assignments and provide feedback and IT recommendations to VP's, Owners and Stakeholders
  • Direct Vendors on implementations while managing all project efforts to ensure successful completion from IT refreshes to complete new facility remodel installations
  • Directly participate in creating and developing new strategies to enhance Troon's portfolio suite of technology hardware and software solutions
  • Develop Learning and Development strategy for new hires within Troon's IT Management
  • Provide on-going recommendations throughout the lifecycle of Troon's IT Management program to each facility
  • Assists Troon Golf managed facilities via Project Management with the implementation and support of new technologies
  • Maintains understanding of Microsoft Windows Server and networking technologies as well as corresponding hardware.

Product Owner

HUBIO
Scottsdale, AZ
04.2015 - 03.2016
  • Responsible for developing key member relationships between team members to ensure all requirements were met for each department within the organization
  • Responsible for leading and working across the Product Manager team to help in defining product specifications, strategy, integration requirements
  • Monitor industry trends and activities across the telematics and insurance markets
  • Works with third party partners in defining requirements and leading tactical activities surrounding product joint product development
  • Participates in innovation and ideation activities to help in the evolution of the products
  • Works closely with product owners and business analysts to ensure that product specifications are translated into the right requirements for development
  • Facilitates product marketing activities and assembles marketing materials as needed
  • Work with the Hubio project management/delivery teams to evaluate all reported defects and determine if they are truly defects or need to be worked as core product and/or customer specific new features
  • Provide specificity on defects and feedback to customer on core product behavior expectations as needed
  • Manage and groom product backlog
  • This will include prioritization of work and providing specificity on Defects and User Stories required for the scrum development and test teams to deliver the work
  • Develop UBI integration requirements for Carrier Center and Customer Center transactions and customer communications
  • Lead business process modeling sessions, facilitating initial investigations and develop business cases for Carrier Center and Customer Center transactions
  • Manage the development of UBI integration requirements between Carrier Center and Carrier Systems in cooperation with the Hubio business analyst
  • Coordinate people, processes and technology to deploy UBI Core product transactions throughout the enterprise
  • Participate in customer business development efforts, product demonstrations and work with other team members in selling, closing and delivering Hubio solutions specific to UBI
  • Participate as thought leader and SME in specific carrier implementations
  • Collaborate with the Hubio Project Management/Delivery teams to develop carrier implementation documentation and processes
  • Facilitate root cause analysis sessions focused on identifying relevant product enhancements or other appropriate actions to improve productivity for both the business units and IT
  • Support the delivery of core product and customer enhancements/configurations
  • Support market analysis initiatives and translate research into specifications for product enhancements and new product development
  • Collaborate with Project Management/Delivery teams to facilitate customer requirements discovery workshops and translate results into User Stories, Process Diagrams, and implementation estimates.

Major Account Manager

RACO WIRELESS
Scottsdale, AZ
03.2013 - 04.2015
  • Manage high-profile M2M accounts and responsible for maintaining and growing a multi-million dollar revenue base
  • Grow and lead new Account Managers bringing them up to industry speed and act as the dotted line to Director when necessary
  • Grow and cultivate high profile accounts to achieve highest ROI on all major accounts assigned while reducing and identifying possible churn
  • Track and develop call center reports including revenue, inventory, future forecasting device count, headcount opportunity and operational improvement needs
  • Assisted in interviewing potential new hires in interview process
  • Develop and maintain reports for C-Level Executives
  • Develop Learning and Development strategy for new hires within the company
  • Point of contact for all Major Accounts and provide support and partnership of all 4 carrier network providers for customers.

Program Manager

T-MOBILE
Bellevue, WA
12.2005 - 03.2013
  • Gather and provide business requirements for B2B Enterprise, Small Business and Mid Market
  • Lead Business Sales Operations projects to ensure all B2B departments had visibility to Enterprise projects and had full impact awareness
  • Create monthly program dashboard with program highlights, project status & roadmap
  • Manage vendor relationships from programs including: SOW/Proposals; vendor contracts, licenses & renewals; vendor invoices; etc
  • Partner with legal and procurement
  • Participate in system design and requirements gathering
  • Work cross-functionally with Business Sales Operation partners & Business Sales Management and lead implementation of initiatives to maintain and grow program, method and procedure updates, communications, trainings and program reporting
  • Act as primary POC/Lead for interface with EPO PM & BSA
  • Provide SME expertise for projects and initiatives that impact program
  • Liaison with Sr
  • Manager, peer PM's, Business Sales Operations partners and Business Sales Management
  • Manage project intake and analysis
  • Develop strong cross-functional relationships and feedback
  • Proactively request frequent communication with program stakeholders, Sales and leadership.

Education

C.A.P.M. Certified - Project Management

Project Management Institute
Phoenix

Bachelor of Arts/ Communications of the Mass Media -

Washington State University

Project Management Certification -

University of Washington

Skills

  • Cross-functional team leadership
  • Software Implementation
  • Product Development
  • Agile work processes
  • Problem-Solving
  • Project Planning
  • Project Leadership
  • Excellent Communication
  • Team building

Websites

Timeline

Implementation Manager SW Region

10.2017 - Current

Technology Project Manager

Troon
05.2016 - 10.2017

Product Owner

HUBIO
04.2015 - 03.2016

Major Account Manager

RACO WIRELESS
03.2013 - 04.2015

Program Manager

T-MOBILE
12.2005 - 03.2013

C.A.P.M. Certified - Project Management

Project Management Institute

Bachelor of Arts/ Communications of the Mass Media -

Washington State University

Project Management Certification -

University of Washington

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Stephanie Pezanis-Christou