Yyyyyy x. yyyyyy

Project Manager / Account Manager

Project Lifecycle Management ~ Business Process Analysis ~ Product & Service Implementation

Training ~ Team Leadership ~ Customer Service Excellence ~ Vendor Relations ~ Cost Control

         Possess nearly a decade of experience in project and account management with specialization in telecommunications; advanced skills in coordinating service delivery and full-scope order management.

         Proficiency in anticipating customers needs, analyzing trends, delivering quality pre/post engineering sales support, and monitoring competitive activity to meet or exceed company s revenue targets.

• Excel at transparently interfacing with key stakeholders to consistently propel forward-moving efforts and fuel continuous improvement.

         Highly skilled at cost estimating, proposal writing, project status reporting, strategic planning, workflow documentation, and dispute resolution.

         Demonstrated strengths in analyzing, establishing and directing strategies, policies, and procedures to align and mobilize top-performing technical, operations, and client services departments.

         Resourcefully leverage motivation, recognition, and incentives to inspire, engage, and empower staff to deliver world-class client service.

• Possess a polished blend of team-building, coaching, mentoring, and problem solving skills.

         Strong understanding of project management techniques, processes, and scheduling tools.

         Outstanding technical acumen, and well-versed in Ethernet and TDM for both voice and data connectivity.

         Excel at cultivating, nurturing, and maintaining productive and profitable relationships with stakeholders.

         Sound knowledge of routing/switching equipment as well as protocols such as TCPIP, SIP, and SCCP.

Lightpath, Jericho, NY, 2009-Present

Senior Project Manager

         Orchestrate complete order fulfillment process from initial stages to seamless service installation.

         Generate project plan and schedule, define project scope, and manage deliverables in tandem with Circuit Design, Network Engineering, Field Operations and Outside Plant.

         Hold regular status meetings with internal and external vendors, stakeholders, and customers to ensure timely progress and successful project completion.

         Oversee multiple concurrent and complex service orders, as well as high-profile/strategic customers requiring challenging technical product specifications.

         Provide influential guidance and direction to junior project managers and function as sole point of contact for sales team and customers throughout the complete spectrum of service delivery and order fulfillment.

         Proactively investigate obstacles to customer s project requirements and propose practical solutions to achieve win-win outcomes.

Paetec Communications, Woodbury, NY, 2007-2009

Major Account Manager

         Effectively maximized client retention and account growth by delivering exceptional service and support.

         Conducted quarterly billing audits and weekly account reviews to verify data integrity.

         Project-managed client implementations in precise alignment with timeline, quality, and customer expectations.

         Ranked in 5^th place nationwide among all top major account managers for surpassing assigned goals.

         Recognized and awarded in three consecutive quarters for achieving 0% churn and capturing 175% of quota.

         Earned President s Club status in 2007 as a result of outstanding performance.

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Professional Experience continued YYYYYY X. YYYYYY Page 2 of 2

InfoHighway Communications, Melville, NY, 2004-2007

Large Business Account Manager (2005-2007)

         Promoted and provided cutting-edge technologies to account base of 25 Fortune 500 companies.

         Fostered strong client relationships based on trust and responsiveness to maximize satisfaction and retention.

         Joined forces with multiple internal departments to deliver first-rate customer service and attention.

         Collaboratively launched new products such as VoIP and delivered training for online billing service which provided customers with instant access to individual accounts and specialized reporting features.

Team Leader, Customer Care (2004-2005)

         Advanced to train, coach, motivate, and mentor 11 customer care associates in a high-volume call center.

         Diligently enforced staff compliance with quality assurance procedures and concurrently supported large business accounts.

         Uncovered billing errors made by major carriers which recouped $50K+ for InfoHighway.

         Detected and reported 60 cases of toll fraud activity and telephone equipment compromise by scrutinizing daily High Usage Report.

         Employed well-honed interpersonal and communication skills to elevate staff morale and productivity, build cohesive teams, and optimize overall customer service levels.

Customer Care Associate (2004)

         Delivered top-notch customer service including resolving billing issues and generating orders for moves, adds, changes, and disconnects.

         Handpicked to plan and execute week-long appreciate event to honor department employees with prizes, luncheons, and letters of commendation.

         Recognized with Shining Star award and fast-track promotion as a result of superior performance in customer service and satisfaction.

DVI Communications, New York, NY, 1999-2003

Carrier Services Consultant

         Spearheaded carrier services, relocation, new construction, and cutover projects involving technologies spanning Centrex BRI, PRI, T-1; DS3 and Frame Relay.

         Secured new business by persuasively positioning company above competitors.

         Organized testing and implementation of customer, PBX, vendor and telephone service providers.

         Implemented efficient escalation procedures and provided attentive support post-installation.

Econotek Communications, New York, NY, 1991-1999

Director of Operations (1996-1999)

         Trained, coached, evaluated, and motivated high-performance team of 23 in coordinating service installations, resolving issues, responding to inquiries, and maintaining accounts.

         Estimated project costs, prepared proposals, and maintained up-to-date customer database.

         Maintained high levels of customer satisfaction by promptly resolving billing and maintenance issues.

         Championed several new procedures to bolster customer account management and satisfaction.

         Issued and arranged service orders with multiple LECS and CLECS.

System Administrator (1991-1996)

         Facilitated customer moves, adds, and changes to service while developing cooperative relationships internally and externally to ensure complete satisfaction.

         Proficiently programmed voicemail systems encompassing AVT CallXpress, Amanda, Automated Talkx and Meridian Mail.

Bachelor s Degree in Business Administration (in progress), Capella University

Accounting, Bronx Community College, Bronx, NY

Business Management, The Wood School, New York, NY