Program Manager Customer Service

Kimberly Lockinour

Chicago, IL ***** 720-***-**** ********@*****.***

PROFESSIONAL

SUMMARY

Customer-oriented Project and Program Manager with extensive experience engaging cross-functional teams, executing large-scale deployments, and optimizing customer service operations. Proven ability to manage high-profile initiatives, engage stakeholders, and drive efficiency in telecommunications, IT, and public service sectors.

SKILLS • Interdepartmental teamwork • Customer relationship building Supplier relationship

management

• • Agile framework application

Effective stakeholder

engagement

• • Project planning

• Performance tracking • Risk evaluation

• Complex issue resolution • LAN switching technologies

• Program leadership • Team management

• Stakeholder communications

WORK HISTORY NETWORK ENGINEER COOPERATIVE (PROJECT-BASED 09/2024 to 03/2025 ROLE)

Cisco Meraki Chicago, IL

Built network infrastructure from the ground up, ensuring seamless deployment and scalability.

•

Managed network expansion and infrastructure improvement projects for Cisco Meraki customers.

•

Conducted training and knowledge-sharing sessions to help clients effectively deploy cloud-managed solutions.

•

Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.

•

• Created VPN infrastructure and allowed for secure remote connections. PROGRAM MANAGER (CONTRACTOR – APEX 05/2022 to 02/2024 STAFFING)

Charter Communications Denver, CO

Led regional project teams to replace legacy business cable and internet equipment, ensuring seamless High Split implementation.

•

Conducted weekly executive level meetings, providing updates, risk mitigation plans, and strategic recommendations.

•

K L

Increased customer satisfaction through effective communication of program goals and expectations.

•

• Developed detailed plans based on broad guidance and direction.

• Built teams to address project goals and objectives for multiple projects. Met with project stakeholders on regular basis to assess progress and make adjustments.

•

Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.

•

ENTERPRISE SERVICES PROJECT MANAGER 04/2015 to 05/2022 Comcast Business Denver, CO

Managed enterprise network deployment projects, ensuring timely completion and compliance with customer requirements.

•

Developed and enforced project timelines, risk management strategies, and stakeholder communication plans.

•

Led customer implementation calls, addressing technical requirements, deployment logistics, and service expectations.

•

Collaborated with field operations and engineering teams to optimize service delivery and troubleshoot challenges.

•

Created status reports and project documentation to support executive decision-making.

•

Conducted risk assessments to identify potential issues and develop contingency plans accordingly.

•

Improved project efficiency by streamlining communication and implementing agile methodologies.

•

Championed change management efforts by effectively communicating new procedures to all relevant stakeholders.

•

Managed cross-functional teams to ensure timely delivery of high-quality deliverables.

•

TECHNICAL SUPPORT REPRESENTATIVE 01/2014 to 04/2015

(CONTRACTOR)

Dish Network Denver, CO

Maintained detailed service records, supporting process improvement initiatives.

•

Trained new team members on technical troubleshooting and customer service best practices.

•

Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

•

Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

•

Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and

•

professionalism.

Managed high levels of call flow and responded to technical support needs.

•

CERTIFICATIONS ITIL Certified Received July 2024

EDUCATION AA Mass Communications 06/2005

St. Petersburg College, Clearwater, FL

University of Illinois At Urbana-Champaign

• POST Certification: Police Training Institute

• Peace Officer Standards and Training Certification

• Top of class honors award

• Awarded one of top two in class

Training Cisco Meraki CCNA Course 08/2024

National Able Foundation

LANGUAGES English Native or Bilingual

REFERENCES References available upon request.

AFFILIATIONS SPC Alumni Association, Member

TOOLS AND

TECHNOLOGIES

Jira, Asana, Trello, Smartsheet, Salesforce, ServiceNow, Zendesk, Freshdesk, Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), Google Workspace, Tableau, Confluence.

VOLUNTEER WORK Inspired by Favor Organization. Roller skating organization that volunteers monthly in the Chicago, IL area.

INTERESTS Roller skating

Avid Reader

Volunteering

Contact this candidate