Front Desk Project Manager

Felicia King

Ph. 703-***-****

Email: *****@*.***

Location: Port Charlotte FL

PERSONAL PROFILE

Results-driven and detail-oriented Project Manager with a strong background in telecommunications provisioning, process optimization, and cross-functional team leadership. Proven ability to streamline order processing, standardize workflows, and improve operational accuracy while reducing project turnaround times. Adept at coordinating and managing end-to-end project lifecycles, developing training programs, and fostering collaboration across teams to ensure seamless execution and client satisfaction. Recognized for delivering efficient onboarding experiences, enhancing customer support strategies, and driving continuous improvement. Excels in dynamic, fast-paced environments where client service, communication, and organizational skills are essential.

PROFESSIONAL EXPERIENCE

PROJECT MANAGER, PROVISIONING RingCentral, Inc. – Jan 2023 to Feb 2025

• Shared telecom knowledge with the team to keep everyone aligned and successful.

• Took the lead in getting access to partner carrier portals to speed up the porting process.

• Set up and ran meetings with stakeholders to keep projects clear and everyone informed.

• Kept project trackers updated to give the team and clients clear visibility into progress.

• Created clear steps for getting Customer Service Records and portal access, boosting order accuracy by 95%.

• Built a process to use all carrier options, cutting order times by 75% and reducing mistakes.

• Tracked data to measure improvements and keep making processes better. PROJECT MANAGER,

PROJECT MANAGER, PROVISIONING Mitel Networks – Nov 2012 to Dec 2022

• Built strong team relationships by communicating clearly and providing regular training and support.

• Handled tough issues as the main point of contact, helping reduce customer problems and order rejections.

• Improved migration and order processes by organizing ticketing and task distribution.

• Shared regular performance updates to help the team work smarter and make better decisions.

• Created a step-by-step onboarding guide with logins, training info, and resources—cutting training time by two weeks.

• Made a clear project tracker to show task progress and next steps—saving time and helping with smooth transitions when team members were out.

PROVISIONING TEAM LEAD Mitel Networks – Nov 2012 to Dec 2022

• Supported the team with clear direction, helping improve performance and customer satisfaction.

• Trained new team members to help them learn faster and feel confident in their jobs.

• Worked with HR to hire and keep skilled, motivated team members.

• Created easy-to-follow processes and training guides, boosting order accuracy by 75%.

• Acted as the expert for voice services like number porting, new number setup, issue handling, and E911 updates.

• Increased team performance by 10% each year by managing projects and improving daily workflows.

PROJECTS

• Managed 10–25 Enterprise/Platinum-level projects at a time

• Created process documentation for 3rd-party vendors for local number porting

• Developed training and process documents for TELUS when added as a new vendor

• Staples Canada - Migration (RingCentral):

Managed desktop app, phones, and porting for 6,000 Canadian and 575 US numbers

Finished project in 9 months (original timeline was 12 months)

Led 2–4 successful go-lives per month

• NFP - Migration (Mitel & RingCentral):

• • Mitel: Managed phones/headsets and porting for 15,000 US numbers

Completed in ~12 months (original timeline was 18 months)

• • RingCentral: Managed desktop app and porting using same phones

Completed in 9 months with weekly go-lives

Saved client money by reusing Mitel hardware

TECHNOLOGY

• Cloud Computing

• Managed Services

• SaaS/UCaaS

• Local Number Portability (LNP)

Professional Skills

• Customer Service

• Project Management

• Account Management

• Conflict Resolution

• Training & Development

• Team Leadership

• Cross-functional Collaboration

• Communication

• Process Improvement

• Data Entry

• Process Optimization

• Order Processing Streamlining

• Workflow Standardization

• Training Program Development

• Accuracy Improvement

• Timeline Reduction

• Escalation Management

• Employee Coaching and Mentoring

• Documentation and Reporting

• Stakeholder Engagement

Tools & Software

• Salesforce

• Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

• Monday.com

• G-Suite

• SharePoint, Smartsheet

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