ZARINA HUSSAIN
Richardson,TX
Summary
Customer project manager and network operations lead with experience coordinating enterprise support, escalations, and cross-functional delivery in telecom and customer-facing settings. Known for guiding service transitions, keeping stakeholders aligned, and supporting smooth handoffs that protect service continuity and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Project Manager & Network Operations Lead
SAMSUNG ELECTRONICS
Plano, TX
07.2023 - 08.2026
- Coordinated customer support and project activities for major telecom accounts, including Verizon, SaskTel, Comcast, and Viaero, partnering with internal technical teams to address priorities and ensure service continuity.
- Managed stakeholder communications, tracked open issues and escalations, clarified next steps, and coordinated timely responses to customer needs, enhancing customer satisfaction.
- Supported 339 Verizon users during single sign-on transition by communicating changes and resolving access questions, coordinating cross-team assistance to minimize disruptions and maintain user access.
- Collaborated on operational transitions involving Remedy, Salesforce, and ServiceNow; documented workflows, ensured user readiness, and facilitated consistent handoffs for streamlined operations.
Client Relations & Commercial Operations Manager
HAND & STONE
Dallas, TX
12.2020 - 07.2023
- Supported operational improvements and staff development contributing to 60% year-over-year membership sales growth; one location ranked among Texas's top three for memberships sold in 2023.
- Resolved customer escalations and monitored service quality, collaborating with teams to address recurring issues and enhance customer experience.
- Led daily operations and coordinated service priorities across three locations, supervising and coaching 38 employees to improve service delivery.
Certified ScrumMaster & Project Delivery Lead
MEDIJAMA
Trenton, NJ
01.2017 - 12.2020
- Facilitated Agile team collaboration and coordinated efforts among business stakeholders, product partners, and technical teams to clarify requirements and align delivery priorities.
- Supported project execution by enhancing team communications, following up on issues, coordinating implementations, and managing training handoffs during change initiatives.
- Facilitated daily standups, sprint planning, and retrospectives for MEDIJAMA agile teams
- Coached MEDIJAMA product owners on backlog refinement and priority alignment
- Removed team impediments during delivery cycles across MEDIJAMA projects
Project Manager
IFRE
Irving, TX
08.2014 - 01.2017
- Coordinated schedules, assignments, and project deliverables for six-person team; standardized workflows to reduce delivery time by 20%.
- Facilitated communication among team members and stakeholders to resolve blockers and ensure progress against agreed priorities.
- Led IFRE project planning, timelines, and scope control.
- Coordinated IFRE stakeholders across teams, vendors, and leadership.
- Managed IFRE budgets, contracts, and resource assignments.
Project & Operations Manager
TUTORIFIC MENTORSHIP
New York, NY
04.2012 - 07.2014
- Coordinated program operations and onboarding for over 500 mentorship participants, ensuring organized activities across multiple stakeholders.
- Enhanced team productivity by implementing process changes and streamlining workflows.
- Directed daily operations for TUTORIFIC MENTORSHIP tutoring and mentorship programs
- Coordinated mentor schedules, student sessions, and program calendars
- Managed parent communication and service updates across mentorship services
Education
Master of Science - Sociology
Texas A&M University–Commerce
05-2018
Bachelor of Science - Sociology
Dallas Baptist University
Dallas, TX12-2014
Skills
- Project Coordination & Delivery
- Stakeholder Management
- Project Planning & Scheduling
- Status Reporting & Communications
- Risk & Issue Escalation
- Cross-Functional Team Leadership
- Agile / Scrum Facilitation
- Process Improvement
- Change Management
- Customer Relationship Management
- Requirements Coordination
- User Adoption & Training
- Service Delivery Support
- ServiceNow
- Salesforce
- Remedy
- Citrix
- Microsoft Word, Excel, PowerPoint & Project
- Agile / Scrum
Personal Information
Timeline
Customer Project Manager & Network Operations Lead
SAMSUNG ELECTRONICS
07.2023 - 08.2026
Client Relations & Commercial Operations Manager
HAND & STONE
12.2020 - 07.2023
Certified ScrumMaster & Project Delivery Lead
MEDIJAMA
01.2017 - 12.2020
Project Manager
IFRE
08.2014 - 01.2017
Project & Operations Manager
TUTORIFIC MENTORSHIP
04.2012 - 07.2014
Master of Science - Sociology
Texas A&M University–Commerce
Bachelor of Science - Sociology
Dallas Baptist University