My favorite TV show is Friends and if you’ve seen the show, you are probably familiar with the iconic scene where Ross is screaming “pivot.” This scene always reminds me of the time one of my first managers in my professional career asked me to review some data in Excel and create a “pivot” table. I went back to my desk and panicked because I had no clue what that meant. Thank goodness for Google! Within the next year, I became one of the SMEs for Excel within our finance department. 

Once I understood how data, formulas, and reporting worked, I applied this knowledge to make my job tasks more efficient. This quickly developed into a passion for process improvement. 

My passion for process improvement turned into a thirst for knowledge. I prioritize collaboration with my peers and have pushed myself outside of my comfort zone to ask questions when I lack understanding. Being in the wireless communications industry, I moved out of finance and into project delivery to better understand our business and customers. The experience gained during this time has been pivotal in my career (see what I did there?). It has also helped me recognize the importance of communication, training, and consistency across an organization. 

My career continues to be a learning experience and I am grateful for the opportunities that have been available to me. I enjoy connecting with folks that are new to the industry as well as those who are more tenured. I’m always happy to share my experiences and act as a mentor to my peers.

Outside of work I enjoy running and have done a half marathon in 44 states. My goal is to complete one in all 50! I also enjoy playing with my 2 dogs, reading, and playing softball.

Samantha Love

Crown Castle

I am the Manager, Systems & Process Enhancement at Crown Castle, a company playing a crucial role in technological advancements with over 40,000 cell towers, 80,000 route miles of fiber, and connections to major US markets. Our work not only involves managing impressive infrastructural assets but also connecting communities with essential data and wireless services. As part of a Fortune 500 and S&P 500 company valued at around $100 billion, my role focuses on enhancing systems and processes to drive business growth and efficiency.

My Responsibilities:

	•	Leading the Process Improvement Team to optimize business processes for our Tower Services team.
	•	Collaborating with the Data & Digital Product Management Team to integrate technology effectively.
	•	Implementing and evolving Robotic Process Automation to align with our business needs.
	•	Ensuring strategic alignment of projects with senior leadership, prioritizing to meet business objectives.
	•	Mentoring and leading a team towards the unified goal of business growth and system enhancement.
	•	Overseeing initiatives to identify and recoup lost revenue, maintaining financial strength.
	•	Managing training and onboarding for new team members for quick and efficient integration.
	•	Providing specialized training support and guidance to internal teams to enhance their experience with Crown Castle.

Manager, Systems & Process Enhancement

As the former Sr. Manager, National Program Management at Crown Castle, I led innovative, cross-functional projects, focusing on strategic program management. My expertise spanned overseeing drone technology, setting high construction standards, diving deep into program analytics, enhancing sales support, and maintaining top-tier vendor quality.

Key Contributions:

	•	Mentored and developed my team, guiding their professional growth.
	•	Strategized and executed plans to drive business growth and achieve KPIs.
	•	Optimized processes and compliance in collaboration with leadership.
	•	Enhanced team efficiency and productivity through cross-functional collaboration.
	•	Implemented cutting-edge tools and built strong client and stakeholder relationships.

In this role, I aimed to enhance our company’s impact and foster a thriving, innovative team environment.

Sr Manager, National Program Management

In my role as Manager of Product Engineering, I led teams of small cell product engineers in delivering innovative products aligned with business and customer needs, maintaining focus on time and budget efficiency.

Key Responsibilities:

	•	Directed cross-functional teams, providing technical guidance across deployment and maintenance of wireless networks.
	•	Designed guidelines and mapped business processes related to product engineering.
	•	Developed and managed a product roadmap, coordinating with stakeholders for key initiatives.
	•	Collaborated with QA and operations for high-quality user experiences and smooth product deployment.
	•	Mentored team members, fostering their skill growth and career advancement.
	•	Successfully launched new products, contributing to an increase in market share.
	•	Analyzed performance metrics to inform product decisions and drive growth.

This role centered on guiding product innovation, team development, and strategic implementation for enhanced market presence.

Manager, Product Engineering

As a Program Manager overseeing Texas, Oklahoma, and Louisiana regions, I played a strategic role in leading small cell and fiber optic deployment programs for major telecom clients. My focus was on meeting critical budget and timeline targets, and managing a substantial project budget.

Key Responsibilities:

	•	Successfully led deployment programs, consistently meeting budget and timeline goals.
	•	Managed P&L, job costs, cash flow, and contract deliverables for projects with a budget of $105M, effectively increasing asset yield.
	•	Organized and facilitated Small Cell tours for a diverse range of stakeholders including C-level executives and investors.
	•	Maintained clear communication with clients, resolving issues promptly and ensuring adherence to service level agreements.
	•	Developed and nurtured strong relationships with key customer decision-makers, generating new opportunities and revenue streams.
	•	Collaborated closely with district, region, and corporate teams to enhance overall customer satisfaction.
	•	Managed customer contracts, monitored project progress, and maintained accurate system data.
	•	Ensured staff and third-party vendor compliance with processes, procedures, and safety requirements.
	•	Provided regular cost updates to the District Manager, aligning with budgetary constraints.
	•	Partnered with stakeholders to achieve management goals at district, regional, and national levels.
	•	Led and managed teams of project managers, construction managers, and project coordinators, including responsibilities for hiring, performance reviews, training, and scheduling.
	•	Contributed to estimating initiatives by providing scope reviews and local market insights.

In this role, my focus was on strategic management, team leadership, client relations, and fiscal responsibility, ensuring the successful deployment of telecom infrastructure across the region.

Program Manager, Small Cell & Fiber Implementation

GOODMAN NETWORK SOLUTIONS LIMITED

As Project Manager, I was responsible for managing the structural modifications and UMTS Implementation project for AT&T in the North Texas market. My role encompassed overseeing projects from inception to completion, ensuring they met all requirements and standards.

Key Responsibilities:

	•	Managed all project phases, including site acquisition, permitting, and construction.
	•	Conducted deployment meetings to review progress, aiming for timely completion and customer satisfaction.
	•	Oversaw the bidding process, vendor selection, invoice handling, and payment requests.
	•	Tracked and reported project progress, maintaining communication with internal and external stakeholders.
	•	Produced detailed reports on project expenditures and served as the primary contact for the project team.
	•	Fostered strong relationships with tower owners to facilitate project completion.
	•	Successfully met professional services revenue and profit goals while managing market P&L.
	•	Coordinated with various vendors and led a team, providing mentorship and coaching.

In this role, my focus was on delivering high-quality project management, maintaining effective communication and relationships, and achieving financial targets.

Project Manager

ETAK Systems, LLC

As the Regional Operations Manager for the South Region, I led a team responsible for managing and deploying a range of critical projects for major wireless carriers in the South-Central U.S. This included oversight of our regional office and warehouse in Carrollton, Texas.

Key Responsibilities:

	•	Managed and deployed LTE carrier upgrades, battery maintenance installations, and rip-and-replace projects.
	•	Oversaw DC/AC power plant upgrades, replacements, and new installations.
	•	Directed daily operations of the regional office and warehouse.
	•	Supported Sales & Operations, managed P&L and budget, and coordinated various project phases.
	•	Collaborated with customers, vendors, and executives, and led training initiatives.
	•	Coached technicians and managers on quality and safety to comply with ISO 9000 standards.

In this role, my focus was on ensuring operational excellence, project management proficiency, and adherence to high safety and quality standards.

Regional Operations Manager

TECHSICO

As a Project Manager at Techsico, I oversaw significant telecommunications projects in the South Region, playing a key role in advancing the company’s infrastructure and service capabilities.

Key Responsibilities:

	•	Managed over 10 tower and civil crews responsible for deploying UMTS and LTE technologies for various clients.
	•	Led new site builds, including raw land developments, ensuring projects met client specifications and industry standards.
	•	Oversaw warehouse operations, maintaining efficient inventory and resource management.
	•	Provided vital support to sales and construction teams, enhancing project bidding processes and client engagements.
	•	Managed vendor relationships, ensuring alignment with project goals and quality standards.
	•	Handled material management and procurement, optimizing resources for project success.
	•	Involved in training, hiring, and firing, ensuring the team was skilled, effective, and aligned with company values.
	•	Instrumental in project planning and execution, ensuring timely completion and client satisfaction.

In this role, my focus was on delivering high-quality telecommunications infrastructure, leading teams effectively, and maintaining strong relationships with clients and vendors, contributing to Techsico’s growth and success in the region.

Synaptyk

As a Project Manager at Synaptyk, contracted out to EDS, I played a pivotal role in the largest VoIP deployment for Bank of America at the time. This project involved the rollout of 180,000 Cisco IP phones across 5,800 locations in the United States, as part of a multibillion-dollar network outsourcing deal.

Key Responsibilities:

	•	Managed network inventory, readiness, and refresh phases before the VoIP deployment.
	•	Oversaw the comprehensive VoIP deployment and provided post-deployment support for internal clients.
	•	Led the project across the entire country and extended support internationally.
	•	Coordinated with various stakeholders, ensuring the alignment of project objectives with business goals.
	•	Spearheaded the transformation of business processes through technology integration, focusing on enhancing both voice and data capabilities within the organization.

This role required a strategic and comprehensive approach to managing technology transformation on a large scale, ensuring successful deployment and operational excellence. The project not only represented a significant technological advancement for Bank of America but also set a new standard for VoIP deployments in the banking sector

T-Mobile

During my tenure at T-Mobile, I was an integral part of the Advanced Technical Support Group, where my role was centered around providing expert-level support and contributing to the team’s continuous development.

Key Responsibilities:

	•	Delivered advanced technical support, resolving complex issues and enhancing customer satisfaction.
	•	Created comprehensive knowledge bases, serving as a valuable resource for both staff and customers.
	•	Actively coached and mentored team members, fostering their professional growth and technical proficiency.
	•	Developed and implemented training programs to enhance team skills and knowledge.
	•	Collaborated closely with other departments to streamline support processes and improve service delivery.

In this role, my focus was on delivering exceptional technical support, mentoring teams, and developing resources that enhance team performance and customer service.

Senior Technical Support Specialist

With over 15 years of experience in the telecom and technology industry, I am a seasoned leader and innovator in delivering cutting-edge wireless solutions. As a Manager, Systems & Process Enhancement at Crown Castle, a Fortune 500 and S&P 500 company with a $100 billion enterprise value, I apply my PMP certification and my small cell expertise to optimize our business processes and systems, driving growth and efficiency for our Tower Services team.

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Samantha Love

Raumey Elzein, PMP

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