Associate Director, Operations

Lisa Davis

**************@*****.*** 312-***-**** Chicago, IL https://linkedin.com/in/lisa-c-davis

EXPERIENCE

HCL Technologies Chicago, IL

Associate Director, Operations 11/2017 - Present

●Transferred from Verizon directly to lead a team at their client, HCL Technologies.

●Direct a team of 6 telecom project managers to resolve last-mile provisioning issues, collaborating with carriers and internal teams.

●Manage a global team of 35 delivery managers in India and the Philippines to enhance supplier performance and ensure timely service delivery through training and performance management.

●Foster partnerships with telecommunications vendors to exceed service level agreements, improving customer satisfaction and driving business growth.

●Speed up service installation, reducing customer time spent by 5% by collaborating with external vendors.

●Implement training programs to ensure business continuity; created procedural documents and provided two weeks of intensive training.

Verizon Communications Los Angeles, CA

Associate Director, Network Engineering & Operations 09/2014 - 10/2017

●Led a cross-functional team to deliver network infrastructure services, optimizing operations and workforce performance across California.

●Championed innovative practices to enhance organizational efficiency, resulting in a decrease in overtime pay by 8%.

●Prioritized employee relations by instituting a transparent grievance resolution process, reducing grievances by 5%.

●Developed career advancement guidelines, promoting 3-4 technicians within the first 3 months.

●Enhanced customer experience by implementing pre-installation phone calls and automated text message notifications.

Access One Chicago, IL

Manager, Order Management 11/2013 - 10/2014

●Managed a team of five order managers, overseeing the entire customer order and implementation processes for telecommunications services, ensuring service delivery intervals were consistently met.

●Collaborated with internal departments to develop comprehensive guidelines for Managed IT and Hosted PBX services.

Comcast Business Services Naperville, IL

Supervisor, Project Manager PRI Trunking 05/2012 - 10/2013

●Managed a team of 16 project managers, overseeing installation and activation activities for PRI customers and achieving monthly sales goals.

●Coached and trained project managers, contributing to the creation and updating of process documentation to enhance team efficiency.

●Reduced aging orders by 7% and decreased installation intervals by 20%, improving overall project delivery timelines.

Project Manager PRI Trunking 05/2011 - 05/2012

●Managed multiple projects, effectively coordinating activities and deliverables across various lines of business to meet objectives and deadlines, while ensuring customer expectations were consistently met.

●Acted as the primary liaison, addressing order issues and presenting solutions to customers, while maintaining comprehensive action item registers to track and complete tasks efficiently

EDUCATION

Southern Illinois University, Carbondale, IL

Bachelor of Science, Marketing

CERTIFICATIONS

Northwestern University, Chicago, IL

Foundations of Project Management

HHS Toastmaster International

Interim President

LANGUAGES

English

SKILLS

Operational Leadership • Customer Advocacy • Process Improvement Initiatives • Operational Excellence Customer Relationship Management • Data Analysis & Visualization • Engaging Communicator • Superior Customer Satisfaction • Vendor Management

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