1. Thomas Kelley
970 Sumner St
Stoughton Massachusetts 02072
High energy senior program/project manager with over 20 years of experience in Telecom, Information
Technology, Regulatory, and Financial Services. Respected team leader focused on exceeding customer
needs. Performs with respect and integrity to deliver in spite of obstacles. Skilled in all phases of the project
life cycle, from initial feasibility analysis and estimate, conceptual design through development,
implementation, enhancement and post production support. Excellent skills in translating critical customer
needs into business requirements. Effective in managing, sizing, and estimating multimillion dollar programs
with proven abilities in developing business processes and working in a cross-functional and cross-cultural
Key Core Qualifications
- Customer care and billing systems - Extensive experience in system and business
- Results oriented – problem solving analysis and process development
- Strong verbal and written communicator - Legal, security, and regulatory
- Cross-cultural and cross-functional teams - Team building and leadership
- Project Management Methodologies - Software Development Lifecycle (SDLC)
Verizon Corp, Boston, MA 02110 Aug 1990 – Feb 2015
Fortune 50 Corporation providing communications, information, and entertainment products and services
to consumers, businesses, and governmental agencies worldwide.
2009 – 2015 Project Manager Self Service
Responsibilities: Project manager for initiatives for self service platforms including voice response system
(IVRU), web systems (.com), Mobile IVRU system (Android/iPhone), consumer software (In Home Agent),
and personalized predictive self help system. Also responsible for initiatives with customer care centers
Led cross-functional team from requirements thru implementation to redesign the call que for consumer call
centers that was implemented on time, in scope and budget. Resulted in savings thru reduction of AHT
(avg. handling time) and call handoffs, and service level improvements and an increase in sales. Estimated
savings to deliver 15M over 5 years.
Led new strategic initiative to implement a Personalized Predictive Self Help Engine to deliver more
intelligent responses to customers when contacting Verizon via online, mobile, or voice systems and to
proactively notify customers when outages occur resulting in reduction of call volumes and resources.
Implemented automated Bill Pay system interfacing between in-house and third party system via IP cloud to
seamlessly pass customer information and calls. Led the testing teams and drove hardware procurement to
make the project a success.
Led cross functional team to upgrade SMB web support with new wireframes and support pages to align
SMB and consumer web portals resulting in vastly better customer experience and savings of 2.5M from
consolidation of SMB and consumer web pages.
Drove project from requirements thru implementation of adding PIN access to IVRU system to meet legal
and regulatory guidelines to ensure that only authenticated users have access to certain CPNI information
2. while enabling pass thru to call centers that resulted in AHT savings due to call already being authenticated.
Enabled company to enhance ability from strategic operations for more flexibility for Pin authenticated
2005 – 2009 Project Manager Revenue Assurance, Regulatory, Legal, and Strategic
Responsibilities: Project manager for initiatives for regulatory, legal, and revenue assurance clients for
billing and service order systems.
Co-partnered with colleague to implement CPNI requirements in billing and customer facing systems to
ensure legal and regulatory laws were being followed and reported to reduce corporate vulnerability of
systems to illegal phishing and reduce exposure for fines.
Took over responsibilities for key initiative to consolidate bill print applications in Mid Atlantic region and
drove the project thru completion thru war room and daily test/implementation meetings resulting in savings
of $3M in application savings per year.
Recognized by the client for driving initiative for Copyright infringement and notification to a successful
conclusion. Was key initiator for ensuring hardware procurement and implementation for DR recovery of
key DB application that stored copyright infringement data. Implementation of project enabled company to
pursue and procure contracts with content providers (Disney, ABC, ect...) to make FIOS and On demand
content available for new revenue streams.
2000 – 2005 Systems Analyst Sr System Analyst - Billing and Revenue Reporting System
Responsibilities: Analyze business requirements and determine impact on billing and revenue systems with
LOE and designs for Applications.
Picked by Billing Director to lead design implementation for new application to reflect customer financial
balance information in real time mode for a batch billing system replacing a batch process.
Impacted and designed solution to reduce time to close corporate books window by two days resulting in
major savings in cash flow for corporation.
1990 – 2000 Assoc Programmer Sr Programmers – Revenue Reporting System
Responsibilities: Designed, coded, and implemented requirements for Major revenue and revenue reporting
systems and carrier services billing system.
Responsible for directing 3 - 5 man staff on-shore and off-shore personnel to implement strategic ,
regulatory, carrier and billing client initiatives and ensuring application was staffed and supported.
Education, Professional Development and Training
Lesley College - Cambridge MA 1990
Master of Management
Bridgewater State College - Bridgewater MA 2000
Bachelor Computer Science
Northeastern University - Boston MA 1996
Certificate Webmaster Technology - Web Site Development
Stanford Center of Professional Development - Stanford CA 2006
Certificate Certified Project Manager