Detail-oriented Product Consultant/Implementation Specialist with over 13 years of experience in managing complex implementations, optimizing operational workflows, and collaborating with cross-functional teams to deliver customer-focused solutions. Proven track record of leading end-to-end implementations from contract to delivery, ensuring on-time, within-budget completion while maintaining a focus on quality and customer satisfaction. Strong background in project management, stakeholder communication, and process improvement. Adept at managing client expectations, troubleshooting issues, and providing ongoing support to ensure smooth system integration and service delivery.
Senior Technical Consulting Engineer
AT&T – Alpharetta, GA
September 2019 – Present
Senior Specialist – IT Telephony Infrastructure Engineering
AT&T – Alpharetta, GA
October 2013 – September 2019
Manager Quality – M&P Process
AT&T – Alpharetta, GA
June 2011 – October 2013
Pharmaceutical Technician
CVS Pharmacy
Covington, GA
April 2009 – June 2011
Proven track record of leading the end-to-end implementation of customer solutions for Ethernet services, managing projects with speeds up to 10 GB. Coordinated with cross-functional teams, including sales, engineering, and operations, to ensure seamless implementation and troubleshooting. Facilitated presales activities by gathering customer requirements, preparing technical solutions, and coordinating with third-party vendors. Provided expert training to internal teams, improving efficiency by 20%. Developed comprehensive project documentation and served as a liaison between customers and internal teams, ensuring clear communication and prompt issue resolution.
Experience in managing the implementation of telephony infrastructure solutions from initial order processing through final installation and activation. Worked closely with customers to understand their requirements and ensure service configurations met expectations. Led the implementation of new processes that reduced cycle times by 25% and improved client onboarding experiences. Provided training for both customers and internal teams to ensure smooth system adoption. Developed key performance indicators (KPIs) to track project progress and provided ongoing support to resolve issues, ensuring high-quality service delivery.
Delivered multiple customer-facing projects, ensuring timely completion and service delivery according to customer specifications. Streamlined workflows by eliminating redundant steps, resulting in faster implementations and higher customer satisfaction. Developed and implemented a tracking system to monitor project timelines, proactively addressing delays and ensuring client expectations were met. Led cross-functional teams to ensure project delivery, resolving escalated issues and maintaining strong communication with both clients and internal stakeholders.
Coordinated with pharmacy staff to streamline patient onboarding and prescription processing, improving delivery times and enhancing customer satisfaction. Assisted in troubleshooting system issues affecting prescription processing, minimizing disruptions to service delivery. Contributed to process improvements that increased operational efficiency and accuracy, supporting smooth pharmacy operations and high customer service standards.