FAWN MCWILSON, M.S.

West Chester, Ohio, 45069 fawn.mcwilson@gmail.com 513-325-5437

Objective: Successful Operations Manager with desire to obtain a sales leadership position where my history of sales process improvement, customer excellence, and retention focus drives growth and innovation in the commercial and residential environment.

PROFESSIONAL EXPERIENCE CINCINNATI STATE TECHNICAL COLLEGE, Cincinnati, Ohio (part-time)

http://www.cincinnatistate.edu

Adjunct Professor for Business Technologies 8/2005 Present Responsibilities include the development of assignments, of class curriculum for Introduction to Computers, for the Business Technology division. This course provides an introduction for entry level computer users to discover the importance of computer literacy.
Key Achievements: Takes relationship building seriously with business students, offers direction and advice. Course development and Technology Lab instruction for adult learners, via Blackboard and Cengage tools Recognized by fellow business department professors and adjunct professors as exemplary model.

TIME W ARNER CABLE, Cincinnati, Ohio

http://www.timewarnercable.com

Digital Phone and Contract Operations Manager-Southwest Ohio 5/2006 12/2011 Reporting to the Vice President of Customer Service managed daily activities of digital phone, team of 23 sales associates, optimizing revenue through order correction, contract and mobile app services including product launches, project updates and third-party management while consistsntly exceeding sales and productivity standards. Use of Salesforce and scorecard, and Cognos reporting.
Key Achievements: Project managed multiple major projects, simultaneously for areas including: regulatory phone service escalations, E911, and databases services, including billing system conversions, and ATG , Tier I troubleshooting application management. Projects delivered on-time while maintaining project alignment, accountability, conflict resolution while community organizational changes and managing change for multiple departments, including direct sales and call center representatives and management Review and financial management by reporting financials to executive stakeholders Provided support and offered on-site direction/guidance for field staff and account management team. Elevated relationships with vendors, streamlined communications with high ethical standards, including approval of SOW. Created new training curriculum and developed full application training program for Digital phone, via LMS while improving order completion rate by 4% by documenting and implementing best practices. Awarded Total Quality Service Award in 2008 with trip to Puerto Rico Served proudly as WICT(Women In Cable Telecommunications) Communication Chair. Awarded Women in Cable Telecommunication 2010 for Outstanding Contribution to Greater Ohio Chapter of WICT.

CINCINNATI BELL TELEPHONE, Cincinnati, Ohio

Senior Manager Applications Analyst

http://www.cincinnatibell.com

5/2004 5/2006

Administrator for Service Order Entry (SOE) application used for key business functions for company sales call centers, wireless customer care, and billing for a Cincinnati-based telecommunications organization with 2,500 employees. Establish business cases and define requirements for system upgrades to meet operational needs, UAT testing and training. Manage high-profile, high-risk projects on time, within budget, and at a level of excellence to exceed customer expectations. Organize consultant and vendor activities during monthly maintenance and new projects. Resolve user application issues and provide training on updated system processes.
Key Achievements: Consistently met stakeholders expectations, while delivering projects ahead of schedule Project managed all aspects of multiple complex projects including the gathering of user input, defining business needs, analyzing alternatives, developing business cases, performing system testing, scheduling system production, developing tools and languages to perform system enhancements and table updates, and generating reports. Focus on sales order entry process improvement. Received awards for project work and creation of quality procedures to meet call-center goals. Consistently met project deadlines, bringing application projects in under budget. Suggested and implemented application changes that reduced representative call-handle time and Documented all system processes for the Sarbanes-Oxley audit.

Quality Assurance Manager

8/2002 5/2004

Provided support for sales representatives for wireless, residential, and business call centers to ensure quality customer service and to improve residential and business customers perce ptions through observation, feedback, and continuous improvement initiatives. Maintained Public Utilities Commission regulatory requirements and standards. Conducted quality sessions with company managers and executives to ensure compliance with corporate standards. Coordinated listening session to document and improve sales techniques. Tracked trends for the call center via data warehouse and benchmarked progress to identify barriers and propose solutions. Key Achievements: Project managed call center projects for process and system improvement Establish and monitor productivity metrics through monitoring Initiated, developed, and documented best practices for regulatory and standardized processes Earned Six Sigma Yellow Belt project management certification Direct interaction with Call center representatives, management and executives, through daily interaction
and management of multiple call center process improvement projects Received spot award for project worked completed during new call center startup. Trained new managers on quality standards and documentation process.

Senior Business Consultant 11/1998 8/2002 Provided technical expertise in telecommunications product sales and promotions. Delivered training for new business sales consultants. Coached and mentored new employees and participated in focus groups for new products and system evaluations. Key Achievements: * Consulted as a subject matter expert for ADSL, web hosting, email presence, and equipment leasing, while consistently exceeding sales goal.

EDUCATION AND CREDENTIALS

Doctoral PhD. in Business Administration UNIVERSITY OF PHOENIX (2/2010 present) Masters of Science Organizational Leadership COLLEGE OF MOUNT SAINT JOSEPH (2004)