M Ali Niang
Senior Project Manager & Analyst - Emergency Response Team (Ert) @Verizon Business
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WORK HISTORY
Senior Project Manager & Analyst - Emergency Response Team (Ert) @Verizon Business
Cary, NC, US
Raised client retention and revenue across several Business Tiers including wireless, wireline, enterprise, Federal, SLED, medium business, small business and consumer markets.Reduced churn and raised client retention by giving voice to consumers and closing feedback loops. Directed Executive Escalations to the C-Suite and other formal complaints from the FCC, and PUCs. Restructured the client onboarding engagement process under Global Customer Operations (GCO).Redrafted onboarding communications and templates across various phases of the customer’s lifecycle. Drove 17% revenue boost, strengthened client satisfaction/retention by 23% and reduced churn by 19%.Increased revenue and acquisition of new contracts by reducing downtime and enhancing recovery times.
EDUCATION
The University of North Carolina at Chapel Hill
Bachelor of Arts, Political Science
North Carolina State University
Masters, International Relations
ABOUT M ALI NIANG
Every task, every case, every incident and every initiative is a project: a temporary undertaking aimed to deliver a unique product, service or outcome.\"I am a multi-certified, versatile and multilingual Project Manager & Business Analyst with extensive experience leading large, medium and small complex projects in technical implementation (service delivery), continual improvement (process & operations), learning & development and client onboarding for state, local and education (SLED), federal and Fortune 500 companies. I exceed performance standards by driving efficiency, customer success & enablement with data-driven solutions, Agile Project Management (Professional Scrum Master) and safe record management (Record Management Practitioner). I thrive on the details and have a track record of improving teams and organizations with continual improvement, process improvement and record management. I possess exceptional writing skills with the ability to draft technical, training, onboarding and other SOPs. As an active listener, collaborative communicator, I am focused on building top performing teams and cultivating positive client and stakeholder relationships to achieve project goals and objectives.
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