Susan Hardy
Frisco,TX
Summary
Motivated PMP with a proven record of managing projects, identifying areas for cost reduction, relationship building, and making critical decisions. Demonstrated knowledge of Program/Project Management, Product Management and Marketing through leading with AT&T's Cloud Migration Team as well as with their Online Account Team through migration, defect management, and product task forces. Experience with content writing for web and customer communications, as well as building cross-functional teams.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Sr. Technical Program/Project Manager
AT&T
10.2020 - Current
- Program/Project management within public cloud for driving application workload migration from original concept to implementation.
- Coordinate with public cloud suppliers, architects, application clients, and associated vendors to ensure successful deployments adhering to company governance policies.
- Provide support of the cloud strategic initiative focused on identifying, prioritizing, and tracking cloud migration candidates and deployments.
- Manage up to 100 simultaneous work efforts across multiple application teams and cloud providers.
- Manage multiple work streams occurring simultaneously including migrations, enhancements, analyzing opportunities, communicating with project teams, executive leadership, as well as tracking results, and identifying process improvements.
- Coordination with multiple organizations such as Global Supply Chain, Technical Services Leadership, Business Unit Leads, Cloud Champion, Public Cloud Architecture, CSO, and external cloud service providers to ensure planning and tactical execution are aligned with strategic objectives.
- Foster the associated change in culture necessary for the shift from on-prem to cloud resources.
Senior Product Manager
AT&T
04.2019 - 09.2020
- Implementations to drive customer engagement, increasing call shed through call topic placement within new stack migration and complete redesign. Created ~$10M call shed savings via online channel shift.
- Developed targeted collateral introducing personalization, eliminating additional clicks and unnecessary searching.
- Aligned activities with corporate objectives by coordinating Marketing and IT processes, including cross-functional reviews and communications.
- Coordinated with external teams to provide online solutions for National Channel Dispute releases to allow customers to request credit for outages.
Lead Manager ECommerce
AT&T
08.2016 - 04.2019
- Built collaborative relationships with partner organizations to keep customers engaged and calls contained. Achieved digital engagement 101.68%, channel share 188.4%, and call elimination 152.1% of goals.
- Managed defects through information gathering, organizing teams, and sharing information key to stakeholders.
- Communicated across IT and Marketing for successful and efficient defect resolution. Achieved improvements in average days to close by 23% for production defects and 34% for downstream.
- Implemented optimization of customer experiences for Device Unlock, Suspend/Restore, and Number Change within Services pages.
- Led efforts for team learning of various new issue management systems including documentation of current processes and recommendations.
- Led larger efforts including the STAR Task Force, Pre-install Registration Task Force, and SNET Divestiture.
Lead Online Marketing Manager
AT&T
09.2008 - 08.2015
- Managed Support website to accompany the business strategy for Home Phone, Billing, Additional Services & Repair.
- Assisted in design, development, release, and maintenance of the Support site.
- Analyzed data to evaluate opportunities and formulate effective web strategies, initiatives, and features. Achieved best 2 year U-verse CSAT 59 and call shed 107% of goal.
- Strategically identified opportunity for AT&T to capitalize on Wi-fi technology with an application to provide support and sales. TIP made Top 10, then AT&T funded Smart Home Manager, stemmed from submission.
Education
Bachelor of Science - Therapeutic Recreation
Longwood University
Farmville, VACertificate - Project Management
International Institute For Learning
Chicago, ILSkills
- Cloud Cost Optimization
- Cybersecurity
- Website Design
- Analyzing Data
- Problem resolution
- Budgeting and Allocation
- Decision-Making
- Relationship Building
Certification
- Microsoft Certified: Azure Fundamentals
- Project Management Professional (PMP)
- Strategic Leadership and Management, University of Illinois Urbana
- Organizational Development, North Park University
Timeline
Sr. Technical Program/Project Manager
AT&T
10.2020 - Current
Senior Product Manager
AT&T
04.2019 - 09.2020
Lead Manager ECommerce
AT&T
08.2016 - 04.2019
Lead Online Marketing Manager
AT&T
09.2008 - 08.2015
Bachelor of Science - Therapeutic Recreation
Longwood University
Certificate - Project Management
International Institute For Learning
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