CONOVA HAIRSTON

Kennesaw, Ga 30152
678-361-0406 conovah@gmail.com
www.linkedin.com/in/conovahairston


Summary of Qualifications

Highly motivated professional with 14 years of management experience with an emphasis in Customer Service,
Billing, Accounts Receivable and Project Management. Results oriented high achiever with a history of
progressive experience committed to handling multiple priorities and increasing operational performance results in
a deadline driven environment. Communicates clearly and effective with diverse populations in written, verbal and
presentation format. Adept at managing people, processes and developing teams that quickly take on new
challenges and work collaboratively.

Professional Experience

Sprint - Atlanta, Georgia
Supervisor, Care Project/Program Manager (Jul 2007 - Oct 2013)
Managed a team of Project Managers and Business Analysts dedicated to providing operational support for
Business Customer Care through tools, forms and reporting of performance metrics for seven managers, two
directors and 1200 employees.
Met regularly with department managers to monitor and evaluate open projects.
Ensured staff was cross trained to eliminate downtime of reports and projects and minimize delay during
absences.
Facilitated inter-departmental communication between Quality Assurance, Project Managers, Information
Technology, and Programmers to improve workflow and on-time completion on projects.
Developed team goals, objectives, standards of performance and policies.
Provided oversight for Customer Care reporting methodologies which included daily, weekly and monthly
analysis for key performance indicators for managers and directors as well as dashboards for
supervisors, allowing them to manage individual and team performance.
Accomplishments:
Spearheaded the implementation of the departments first Project Ticketing System, worked directly with
programmer to develop content and design creating transparency, standardized communication
frequency and tracked workloads.
Developed and implemented methods and procedures using information mapping to improve quality and
operational efficiencies.
Established surveys to send out to internal customers to determine the interaction and work of the
Program Managers and Business Analysts to improve quality.

Sprint - Atlanta, Georgia
Supervisor/Program Manager III (Aug 1999 - Jul 2007)
Managed a team of eight account analysts who serviced a base of 500+ Wholesale customers each with an
annual billing revenue of $750K - $7M that researched and resolved customer disputes, collections, posted
payments and account reconciliation.
Responsible for the day-to-day operation: coaching, training, performance monitoring, reviewed credit
adjustment packages for accuracy. Performed annual reviews.
Prepared, analyzed and presented weekly aging reports and monthly Reserve Study reports by region to
Sales, Finance and Management.
Prepared process flows using Visio to identify gaps and developed documentation to train employees.
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Accomplishments:
Developed a project plan to reduce the receivables balance by $4M on one of the companys largest
customers.
Raised team quality scores to 96% error-free by leading training sessions and creating training
documents and process flows.
Gathered and documented functional requirements of the dispute lifecycle to move customer disputes
from excel spreadsheet to a web based application resulting in greater efficiency and provided
management easy access to dispute aging.
Project Manager for the move of 200+ accounts from Retail Services to Wholesale services.

Sprint - Atlanta, Georgia
Senior Account Analyst (Jul 1997 - Aug 1999)
Managed a Wholesale customer-based portfolio, valued at $15 Million. Directed the following aspects: dispute
resolution, collections, root cause analysis, payment arrangements and settlements.
Researched and resolved billing inquires based on specific contracted rates, calculated reserve accruals,
billing adjustments and monitored high-risk accounts.
Liaison between Customer, Sales Managers, Sales Support and Pricing & Contract Analysis.
Managed monthly reconciliation of complex accounts using Millennium to produce customized reports.
Accomplishments:
Identified 80 accounts without payment in 2 years; initiated collection activity and collected $1.8M in six
months.
Led the effort that reduced the Payphone Surcharge Project from 20 people to one person creating
greater accuracy in billing.

Education
North Carolina Central University - Bachelor of Business Administration/Marketing

Professional Development
The George Washington University - Project Management Classes
Managing Projects in Organizations
Project Leadership, Management, and Communications
Risk Management
Scheduling and Cost Control