1. Major Areas of Responsibilities
Name: Lisa Scott
Project Manager
Mission:
Oversee projects and programs for Customer service and Technical Assistance Center. Create process
improvementsanddrive efficienciesbyfocusingin5 primaryareas:Business processmanagement,Business
solutionsmanagement,Programmanagement,Projectmanagement,andSystems and analytics. Work with
cross functional teams to drive new initiatives and programs.
Responsibilities
% of
Time
Responsibility
20%
ProjectManagement, leadprojectsorparticipate incrossfunctional projectsinaMSF role.
Projectsbringvalue tothe customercare teamand the business.These projectsshoulddrive
efficiency,alignwithRMDmission,andcreate acompetitive advantage.
15%
Business ProcessManagement,constantlyreviewingthe how,what,when,andwho.Howdo
we performourduties?Whatis the vehicle usedtoexecutethe transaction?Whatisthe
pain?Whenor withwhatfrequencydowe performthe actions?Whois impactedbythe
process?Basedon the answertothose questionsIdrive change tothe targetedprocess.
15%
Program Management,workwithall businessunitstohelpestablishsupportforprograms
(i.e.Astral trade inprogram,Activox trade inprogram, Extendedwarrantyprogram, Platinum
program,Air10 Canada CDMA, etc)
20%
SystemsandAnalytics,partnerwithIT,HI,contractors,and consultantstodrive new
platforms,create anease of doingbusinessforinternal andexternal customers,improve
currentplatforms(i.e.ROS(multipleprojects),Billingsystem,Customercontact
management,etc)
15%
BusinessSolutionoptimization,actasa businessconsultantandpartnerforbusinessunitsby
optimizingcurrentbusinessworkflowsandusingthattechnologyacrossdifferentplatforms.
10% Coachingand developmentof directreports
5%
Reviewdaily,weekly,monthlyreportsforROS,SFDC,Call stats,AirView,Oracle,andvarious
CognosRapidreports.
ManagementTools:
Oracle ERP My Day AirView ROS
Salesforce Cisco Brightree Cognos
Monet Objective LMS CommServer
Respoint Aeris KORE Wireless EIPP
Vodafone SSRS Sharepoint WMS/TPM
Metrics:
 Call Stats,Call Monitoring
 SFDC case metrics – includingService Experience Reports
 Case/programAudit