SWANDA L. SMITH
Grand Prairie,TX
Summary
Engaging individual with more than 10 years working as a Consultant for Verizon. Determined and effective in nurturing client relationships, generating revenue with new accounts and making presentations to prospects. My professional mission is to bring structure and foundation to businesses that promote a path that will create stability, strategy, and development that provides a remarkable impact to clients that seek proven results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Consultant – Account Services
Verizon Business Group
Irving , TX
2018.01 - Current
- Lead cross-functional team to report revenues for $13 billion business segments and provide risk analysis as well as insight on business performance for executives to address outstanding issues
- Establish and govern an enterprise data governance implementation roadmap including strategic priorities for development of information-based capabilities
- Maintain adherence to profitability guidelines and collaborate with internal teams to develop as well as socialize profitability costing models and key performance metrics
- Develop presentation materials and integrate final cost drivers with allocation methods into profitability tools and models
- Partner with the business operations to rollout an enterprise-wide data governance framework, with focus on improvement of data quality and the protection of sensitive data through modifications to organization behavior policies and ongoing communication to guarantee business unit objectives are met or exceeded that develop enhancements to business processes, procedures and policies and standards, principles, governance metrics, processes, related tools and data analytics
- Serve as a liaison between Business and Functional areas and technology to ensure that data related business requirements for protecting sensitive data are clearly defined, communicated, and well understood and considered as a part of operational prioritization and planning
- Lead Senior Management, comprising resources from the Business and Functional areas and IT business and operations functions, to achieve their objectives; resolve issues escalated from Business and Functional areas data governance representatives
- Improve and strengthen existing accounts or help the department generate new business relationships
- Perform marketing research, meeting with sales executives to determine proper governance and develop strategies to increase revenue and business
- Resolved issues efficiently and enhanced customer satisfaction ratings.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Assessed client needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Developed and maintained 15 customer relationships to increase sales by 108%.
- Consulted with engineering specialists to establish new business partnerships through exploratory and informative meetings focused on value and benefits of device solutions.
Lifecycle Implementation Manager
Verizon Business Group
Irving , TX
2016.12 - 2018.01
- Lifecycle Implementation Management
- Served as a collaborative resource to address clients’ questions and concerns throughout the project lifecycle
- Overseen and supported multiple implementation projects for external client’s product demands
- Developed project plans and ensured that implementation was completed on time, within budget and met client expectations
- Involved in presales product demonstrations and aid assistance in scoping projects as it related to developing proposals
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
- Documented processes to streamline setup, customization and maintenance.
- Collaborated with Area Director to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
- Pulled from knowledge of technical industry and technological developments to drive IT deployments.
- Collaborated with Area Director to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
- Led technology roadmapping, conducting research, development and installation according to deployment specifications.
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Developed project plans identifying key issues, approaches and performance metrics.
- Led and managed staff of 35 team members engaged in administering complex IT infrastructure.
- Directed large-scale development and implementation of 5G and data circuit business solutions to meet business needs and build client loyalty.
- Managed 6 project teams in Agile environment, realizing success through application of SDLC methodologies and exceptional leadership skills.
- Maintained strict budgetary control on Data & SDWAN circuit projects ranging from $100k to $2 million and working with project teams to track costs and control expenditures without sacrificing quality.
- Sped up and simplified application and resource provisioning.
- Managed and maintained hybrid environments at corporate headquarters and remote locations.
- Documented specialized data and requirements to address business demands.
- Designed and implemented key metrics to measure asset inventory accuracy.
- Identified cost-saving opportunities and reduced compliance risk through software license audits.
Senior Analyst
Verizon Business
Richardson , TX
2010.11 - 2016.12
- Order Management
- Managed ordering exceptions as it related to customer readiness, provisions for installation management and drive additional business revenue with existing customers
- Implemented communication updates throughout the cycle of the order to ensure that orders remained on track
- Assisted sales to ensure that recommended solutions for customer business matched the circuit structure proposed
- Developed reporting analytics that kept customers informed for deliverable dates and activation requests
- Managed customer relations by developing effective communications process.
- Supported and aligned efforts to meet business and customer needs.
- Provided project-level analysis incorporating proposals, sequence diagrams, and scope matrixes.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Evaluated and adopted new technologies to address changing industry needs.
- Liaised between sales department and provisioning department.
- Validated results and performed quality assurance to assess accuracy of data.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
- Analyzed program data to provide input for key decision making and strategic planning.
- Researched and recommended process improvements designed to mitigate operational and financial risk.
Subrogation Specialist
Allstate Insurance Company
Irving , TX
2008.07 - 2010.11
- Maintained the processes of evaluating claims regarding all aspects of subrogation, property damage, and reimbursements
- Researched, evaluated, and processed all aspects of property damage and subrogation claims
- Negotiated claims, collections, and settlements to establish files as well as maintain files
- Classified and exercised considerable independent judgment in decision making when negotiating property damage settlements
Account Support Manager
Synectics, Inc, AT&T
Dallas , TX
2007.06 - 2008.07
- Contracted employee for AT&T responsible for providing support to premise technicians, field sales representatives, landline phone services and other internal departments
- Assisted customers in online ordering and purchasing of U-Verse products as related to decisions regarding orders and maintained exceptional sales quotes
- Facilitated first level troubleshooting to customer’s that were experiencing issues with television receivers, email accounts, remote controls, and digital video recording systems
- Worked with National Credit Verification center in assistance with customer’s credit scores that provided customers with detailed explanations pertaining to credit concerns
Human Resources Training Manager
eSports Partners, Inc
Coppell , TX
2005.08 - 2007.05
- Supervised up to 30 employees covering 9 teams for personnel recruitment, employee selection, training, and the measurement of training effectiveness
- Managed new hire training classes as well as developed principles and procedures to reduce turnover rate
- Performed standard observation and evaluation for employee performance that drove career development
- Interpreted and communicated procedures to CEO that developed policies to govern a strong leadership team
Education
MBA - Business Administration
University of Phoenix
Dallas, TX06.2021
Bachelor of Science - Business
University of Phoenix
Dallas, TX04.2020
Associate of Arts - Business Fundamentals
University of Phoenix
Dallas, TX06.2018
Skills
- Strategic Management
- Project Management
- Performance Management
- Client Satisfaction
- Business Operations
- Customer Relationship Management
- Microsoft Excel
- Brand Visibility
- Delivery Schedules
- Professional Development
- Resource Management
- Revenue Growth
- Problem Resolution
- Site Visits
- Customer Engagement Strategies
- SWOT Analysis
- Professional Relationships
Affiliations
University of Phoenix MBA graduate backed with multiple certifications with academic preparation and skills in core areas of business marketing, business analytics, and HR, including performance management, compensation, training, and employment law. Strategic Management that drives business results through business management consultant, digital innovation strategy, customer acquisition, exceptional interpersonal communication skills, strong problem solving, data analytics, critical decision management, retention strategies and thorough project execution. My professional mission is to bring structure and foundation to businesses that promote a path that will create stability, strategy, and development that provides impact to clients that deliver proven results.
Knowledge & Skills
Recruiting & Staffing Strategies
Performance Management
Microsoft Office
Job Analysis & Evaluation
Business Operations
Business Collaboration
Strategic Management
Communication Compliance
Data Analytics
Project Management
Critical Decision Making
Customer Engagement with RFP
Certification
- Notary Public, State of Texas License - Expires 09-01-2024
- Society Human Resource Management, LinkedIn
Timeline
Consultant – Account Services
Verizon Business Group
2018.01 - Current
Lifecycle Implementation Manager
Verizon Business Group
2016.12 - 2018.01
Senior Analyst
Verizon Business
2010.11 - 2016.12
Subrogation Specialist
Allstate Insurance Company
2008.07 - 2010.11
Account Support Manager
Synectics, Inc, AT&T
2007.06 - 2008.07
Human Resources Training Manager
eSports Partners, Inc
2005.08 - 2007.05
MBA - Business Administration
University of Phoenix
Bachelor of Science - Business
University of Phoenix
Associate of Arts - Business Fundamentals
University of Phoenix
- Notary Public, State of Texas License - Expires 09-01-2024
- Society Human Resource Management, LinkedIn
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