1. TREENA S. HOGAN
Treena.hogan@q.com
SUMMARY OF QUALIFICATIONS
Essential Project and Implementation Manager with 15 years of extensive telecommunications experience.
Strong technical background. Innovative solutions-minded problem solver with exceptional organizational
skills. Ability to plan, initiate and carry out ideas and programs. Resourceful team player with ability to adapt
easily to changing environments. Selected areas of expertise include:
• Project Management • Sales Support
• Development & Implementation • Training
• Customer Service / Support • Account Maintenance
• Contract Interpretation • Service Delivery
PROFESSIONAL EXPERIENCE
TW TELECOM, Littleton, CO 2007 – 2008
Sales Trainer
Lifecycle development and delivery of sales training programs to include sales, systems and process training to
various business partners and organizations across the company. Primary training support point of contact on
various cross-functional project teams.
• Developed, deployed and executed new hire curriculum and reinforcement training programs for over 75
Sales Support Specialists, improving employee performance for on-time delivery of service.
• Revitalized customer satisfaction by successfully executing vendor management of Customer Care
Etiquette training to several external customer-facing organizations, including over 100 employees,
• Increased order entry productivity and improved service delivery by developing training for new rollouts
and enhancements to current systems.
• Played key role in executing a new system implementation, ensuring timely delivery of service to
customers.
VERIZON BUSINESS, Englewood, CO 2000 – 2006
Implementation Manager
Managed implementation projects utilizing advanced knowledge of telecommunications products and services
(including Local, Long Distance, and Data applications), Customer Premise Equipment (CPE) and Central
Office switching systems/equipment for customers billing over $250k per month.
• Increased order efficiency and smoother installation of services as primary support point of contact to the
customer, inclusive of on-site meetings with the customer and third party vendors.
• Advanced support to the sales team during the sales acquisition process by defining and communicating
implementation procedures to existing and prospective customers in the Rocky Mountain region.
• Subject matter expert on local processes and procedures, trained colleagues and provided quicker
turnaround on install timeframes, leading to more satisfied customers.
• Designed comprehensive job aids utilized by sales force when submitting orders to prevent delays or
issues in order processing.
• Won Employee of the Month award five times for outstanding customer service and team support.

2. TREENA S. HOGAN PAGE TWO
QWEST COMMUNICATIONS, Denver & Englewood, CO 1999 – 2000
Program Manager – Service Delivery 2000
Overall management of internal communications across different multiple functions and departments as
needed to complete a successful product launch.
• Led project teams in the development and implementation of service delivery enablers, including
procedures and programs, to benefit sales organization in the rollout of new products.
• Revitalized, deployed and monitored project requirements and milestones and escalated when necessary to
bring the program in on time, within budget and within predefined quality standards.
• Matrix management of functional program support resources such as other program managers, subject
matter experts and other departmental representatives, to ensure milestones and deliverables were met.
Technical Project Manager 1999 – 2000
Support post-contract implementation and post-implementation support initiatives for General Business
customers on a wide variety of products to include ATM, frame relay, dedicated voice, private line, internet
(TCP/IP) and DSL.
• Technical liaison between the customer, the sales team, operations and engineering during implementation
and post-implementation lifecycles which established consistency and unity before, during, and after
installation of service.
• Coordinated and scheduled all site survey activities to uncover potential issues and to promote error-free
installations.
MCI COMMUNICATIONS, Englewood, CO 1993 – 1999
Project/Order Coordinator 1997 – 1999
Oversaw implementation and activation of MCI Long Distance Service, including dedicated services, such as
frame relay, private line, ATM, voice, toll free and internet, at DS0, DS1, DS3 and OC3 levels.
• Managed all activities associated with the installation of service including communication with vendors
and Telco’s to ensure timely and successful completion of projects and orders.
• Customer Facing Liaison between MCI Telecommunications and customer. Provided regular status
updates which kept projects on schedule.
Customer Relations Specialist 1996 – 1997
Account maintenance, including order entry, billing research and problem solving.
• Maintained several types of accounts, including switched and dedicated long distance, toll free, calling
card, paging, cellular and internet.
• National point of contact for all high-end customer LEC-related billing issues.
Customer Service/Sales Professional 1993 – 1996
Managed customer service, selling and troubleshooting of small to medium-sized business accounts.
• Consistently exceeded sales quota by up-selling value-added services to new and existing customers.
• Received several awards for excellence in customer service and sales.
EDUCATION
BS, Business Administration, Major: Marketing, University of Colorado at Denver, Denver, CO