Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Trina Purdy-Gilbert

Trina Purdy-Gilbert

Hoschton,GA

Summary

Experienced in Project Management with eight years of proven history in telecommunications, information technology, and accounting services. A strong passion for building customer relationships, by providing world-class customer service through problem-solving, sales, and using innovative solutions. Committed to efficiency and effectiveness that develop and improve processes and streamline procedures through business strategies and training, while managing multiple assignments and meeting tight deadlines. Talented professional considered knowledgeable leader and dedicated problem solver. Brings ten years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Overview

22
22
years of professional experience

Work History

CUSTOMER SUCCESS PROJECT MANAGER

ISI TELEMANAGEMENT SOLUTIONS
04.2021 - Current
  • Works directly with clients and partners to ensure all onboarding deliverables meet project scope requirements through cloud conversion implementations.
  • Ensures all new projects are onboarded per contractual requirements
  • Prevents and minimizes delays by monitoring customer pre-installation activities and collaborating with partners and customers to remove obstacles impacting onboarding process
  • Prepares project document, plans, and presentation and ensures customer expectations can be met within scope of project
  • Addresses any scope changes with Sales
  • Responsible for up-charges from sale addons that help to meet expectations of customer by working with Sales and Product Development through customer and internal team communication
  • Conducts kick-off meetings, asks questions to understand and identify customer's critical call analytics needs, documents discussion notes and meeting actions and updates job documents
  • Clearly communicates Infortel Select pre-installation activities, tracks status of customer critical activities in Salesforce, and briefs Implementation Engineer on any pre-installation activities that customer is unable to complete prior to install
  • Maintains customer folders, updates Salesforce, and prepares information or weekly and monthly management and board reports
  • Continues to improve customer satisfaction and helps to improve customer loyalty by listening to customer, communicating customer requirements and feedback internally, and both post sales and post installation transitions go smoothly.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout engagement process.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in team''s ability to deliver results.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Identified plans and resources required to meet project goals and objectives.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Sourced, vetted and managed vendors needed to accomplish project goals.

IMPLEMENTATION PROJECT MANAGER

MOMENTUM TELECOM
10.2019 - 10.2020
  • Primary role is responsible for managing projects through onboarding new customers by overseeing and maintaining targeted project installation timelines and objectives; from hosted VoIP, broadband services and unified communications with providers that offer smart, customizable cloud solution to enterprise subscribers nationwide.
  • Consult with clients, and stakeholders to deliver comprehensive solution using best practices based on business needs through project management disciplines, in accordance with product and services sold Conducts kick-off meetings, asks questions to understand and identify t customer's critical call analytics needs, documents discussion notes and meeting actions and updates job document
  • Collaborates with Retail Sales Management team to ensure high levels of customer satisfaction.
  • Makes sure that all jobs in active queue that are open more than 30 days are review and plans are implemented to onboard customer as quickly as possible
  • Develops detailed project plans and measures project performance using appropriate systems, tools and techniques including Salesforce and survey results.
  • Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring smooth execution of multiple concurrent projects.
  • Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
  • Identified cost-saving opportunities and reduced compliance risk through software license audits.
  • Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
  • Maintained detailed records of all projects completed within scope, budgetary constraints, and specified deadlines.
  • Enhanced team performance by providing regular feedback, coaching, and mentoring to team members.
  • Streamlined project implementation by effectively coordinating cross-functional teams and resources.
  • Fostered culture of continuous improvement by soliciting feedback from team members and implementing changes to enhance efficiency and productivity.
  • Delivered high-quality documentation such as user guides, training materials, and technical specifications for each implemented solution.

IMPLEMENTATION PROJECT MANAGEMENT SPECIALIST

ADP
01.2016 - 03.2018
  • Provide client payroll solutions through various ERP project implementation by adhering to project management objectives through ADP Methodologies
  • Consult with clients, and stakeholders to deliver comprehensive solution using best practices based on business needs through project management disciplines, in accordance with product and services sold
  • Acts as key partner to line of business; understands strategic goals, customer needs, and business objectives by data gathering and analysis and conduct critical review of current activities through analyzing systems, interface requirements, and business processes
  • Liaison to client, project team and developers
  • Communicates compliance updates, policies and procedural changes to client and project team to ensure successful project implementation
  • Troubleshoot, research client issues, recommend, and implement appropriate components to solutions.
  • Established strong working relationships with key stakeholders by maintaining open lines of communication, demonstrating empathy, and collaborating on mutually beneficial solutions.
  • Developed comprehensive project plans for successful execution and timely delivery of projects within budget constraints.
  • Managed cross-functional teams to ensure effective communication and collaboration throughout project lifecycle.

BUSINESS OPERATIONS PROJECT LEAD

EMC CORPORATION
06.2002 - 10.2015
  • Successful with implementing project accounting processes that help centralize daily workflow and build internal customer relationships, in accordance to Corporate Finance guidelines
  • Provided visible leadership, accountability, and authority over project coordinators while successfully meeting collective regional quarterly revenue
  • First line application support for regional field users and escalation issues
  • Engages with new and existing client milestone deliverables
  • Measures and monitors project coordinators performance and progress against documented objectives of established revenue per quarter
  • Work directly with technical team to resolve system processing issues
  • Monitored cost-budget, timescale, and resources utilization to achieve forecasted project goals.
  • Streamlined project management processes by implementing Agile methodologies and improving team communication.
  • Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout project lifecycle.
  • Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.

Education

Bachelor of Arts - Business Administration And Management

DeVry University
Atlanta, GA
09.2017

Skills

  • Project Management
  • Agile Methodology
  • Meeting facilitation
  • Vendor Sourcing
  • Client Relations
  • Scope Management
  • Requirements Gathering
  • Team Leadership
  • Detail Oriented

Timeline

CUSTOMER SUCCESS PROJECT MANAGER

ISI TELEMANAGEMENT SOLUTIONS
04.2021 - Current

IMPLEMENTATION PROJECT MANAGER

MOMENTUM TELECOM
10.2019 - 10.2020

IMPLEMENTATION PROJECT MANAGEMENT SPECIALIST

ADP
01.2016 - 03.2018

BUSINESS OPERATIONS PROJECT LEAD

EMC CORPORATION
06.2002 - 10.2015

Bachelor of Arts - Business Administration And Management

DeVry University

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Trina Purdy-Gilbert