Customer Service Project Manager
Resume:
Sharon Dawkins-Doby ******.****@*********.*** • 630-***-****
LinkedIn Profile • North Aurora, IL 60542
Operations Management Professional
Technically inclined leader with proven success elevating customer service standards, driving team excellence, and optimizing operational workflows within highly regulated telecommunication environments. Resourceful and solution-oriented professional with a track record of success optimizing project and program lifecycles, offering strategic leadership, and streamlining technical processes. Credible history of fostering employee engagement, developing strategic communication plans, and enhancing company reputation. Adept at navigating complex issues, implementing innovative solutions, ensuring optimum customer satisfaction, and adhering to technical project management standards. Out-of-the-box thinker; known for executing quality check procedures, identifying operational and performance gaps, and fostering positive customer relationships. Skillful in leading, inspiring, and training cross-functional teams to attain optimal performance levels and achieve mutual objectives, as well as a successful experienced Customer Service Advocate an Environmental Health & Safety. Core Competencies
• Strategy & Innovation
• Customer & User Experience
• Technical Project Management
• Strategic Planning & Execution
• Environmental Health Safety
Compliances
• Team Leadership & Development
• Customer Service & Satisfaction
• Operational Excellence
• Network Virtualization Technologies
• Continuous Process Improvement
• Creative Problem-solving
• Regulatory Compliances OSHA
Career Experience
AT&T – Aurora, IL 2008 – 2023
GNFO Network Operations Manager – Chicago, IL
Oversee responses for AT&T communication services and Central Office issues. Manage a team of 10-22 technicians across 26 Central Offices. Maintain compliance with Environmental Safety & Health regulations for both facility and staff on a daily and annual basis.
• Closely collaborated and engaged with Engagement Managers and consulting architects to comprehend customer business and technical objectives, align product requirements, foster client relationships, define project scopes, and deliver effective solutions.
• Cultivated and exerted influence in customer relationships and with external third parties to shape strategic thinking and actions.
• Leveraged an extensive network of internal contacts within and outside of Service Line, Geography, and Skill Family to achieve pre-defined goals and objectives, while leading cross-functional global/off-shore teams to ensure effective project completion.
• Offered insightful training sessions for technicians and managers, optimizing their skill sets to uphold optimal service standards.
• Exercised the authority to structure and adapt operational guidelines and plans in alignment with established objectives.
• Formulated strategic approaches to attain corporate objectives, earning recognition for advancement potential.
• Managed overtime, contractor coordination, and workforce scheduling while adhering to a set corporate budget.
• Implemented efficient quality check procedures, resulting in a notable 50% decrease in repeat dispatch rates.
• Orchestrated multiple concurrent cross-functional projects and programs, some with a global scope.
• Strategized for and ensured regulatory compliance in technology areas.
• Acted as Director in planning for potential work stoppages.
• Consistently rated as "exceeds expectations" in annual reviews.
• Led a team that achieved annual cost savings of $3M to 5M through successful completion of a switch consolidation project.
• Delivered strategic leadership, resulting in successful launch of first high-speed system in the state of Illinois. Page 2 2
• Achieved a 1% overtime rate within team. Maintained KPIs on a daily, monthly, weekly, and yearly basis. SBC/Ameritech – Chicago, Wheaton, IL 2002 – 2008
Digital Operations Group, Network Operation Manager Served as the Lead Manager for the Chicago Hastings Garage. Oversaw and guided a team of 24 non-management Customer Service Technicians. Leveraged strong leadership capabilities and supervised a team of 15 non-management Customer Service Technicians within the FOW-North in a 24/7 operation. Developed and managed various external projects, results, and sub- processes, ensuring performance optimization. Conducted comprehensive root cause analysis to identify underlying issues and areas for improvement. Served as Lead Manager in FOW-North. Developed corrective action plans and implemented processes to address performance gaps.
• Spearheaded a 24/7 operation, including overseeing external projects, results, and sub-processes.
• Enabled seamless transition of sub-rate technicians into Hi-cap technology roles by implementing cross-training programs.
• Directed installation and maintenance of Special Services and Official Company Services across Chicago.
• Coordinated and streamlined operations of a team comprising 8-10 managers and up to 120 technicians.
• Accomplished successful negotiations with IBEW unions, using effective communication skills. Additional Experience
v Special Services Center Provisioning Manager, Network Operations AT&T and Ameritech/SBC – Wheaton, IL & Itasca – IL 03/2000-11/2002
v Team Leader, Personal Assistant Ameritech New Media – Itasca, IL 04/1996- 03/2000 Education
High School Diploma Waubonsie Valley High School – Aurora, IL Certifications
v ATA Member, Ameritech Leadership Training
v Ameritech CPR Certified
v Ameritech Mosaix Certified
v Ameritech Wilson Learning Assessment-Ameritech for Leadership Skills AWT Membership-Budgeting v Smith Driving Certified (2022)
v EH&S Certified
v Green Belt Project Management Certification
Technical Proficiencies
Microsoft Windows Lotus Notes Microsoft Office Suite, including Word & Excel, and Power Point Express VVOPS Lucent Centru WFA Tirks Verify Fax Acis NMA TEMSReporting Predictor & Dialers GCAS E-schedule Business Objects
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