Customer Support Project Manager

LAURA ANKERSON

Oconto Falls, WI 864-***-**** *********@*******.***

Customer Support & Project Management Leader

Customer support leader with 8+ years of experience in stakeholder alignment, process optimization, and high-impact engagement. Proven ability to enhance customer satisfaction, reduce inefficiencies, and lead cross-functional initiatives that improve retention and performance. Adept at knowledge management, compliance, and operational excellence, ensuring seamless user experiences and regulatory adherence.

EXPERIENCE

FEB 2021-

JUNE 2025

PROJECT MANAGER DEL ORO CONSULTING REMOTE

- Lead customer support initiatives for internal and external users of a new account management tool, ensuring seamless adoption and engagement.

- Manage executive and administrative stakeholder alignment, gathering feedback and enhancement requests to improve platform functionality.

- Developed response macros and training webinars, enabling real-time support and knowledge sharing.

- Authored knowledge-base articles and resource materials, improving documentation and efficiency.

- Ensured compliance with GDPR & CCPA data privacy policies, collaborating with legal teams to maintain regulatory standards.

- Identified trends and root causes affecting users, working with IT teams to resolve issues and enhance user experience.

DEC 2017- FEB 2021

PROJECT MANAGER MODSQUAD REMOTE

- Spearheaded new project launches, onboarding contractors, and optimizing scheduling for operational efficiency.

- Conducted quality audits and training, ensuring high performance and adherence to client expectations.

- Led cross-functional collaboration, troubleshooting Tier 1 tech issues and refining resource materials.

- Authored knowledge-base articles to improve internal documentation and support efficiency.

- Provided compassionate leadership, fostering a supportive and results-driven work environment.

ASSISTANT PROJECT MANAGER MODSQUAD REMOTE

- Managed scheduling, quality audits, and onboarding, ensuring seamless project execution.

- Developed resource materials and documentation, improving knowledge management and efficiency.

- Created response macros to streamline support interactions and improve resolution times.

- Conducted performance evaluations, addressing challenges and optimizing workflows.

CUSTOMER SUPPORT & OPERATIONS ROLES

(Additional roles available upon request)

EDUCATION

SEPT 2015

BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT & MARKETING

GLOBE UNIVERSITY - GREEN BAY, WI

GPA: 3.95 - Recognized for High Honors or Honors for every semester

TECHNICAL & LEADERSHIP SKILLS

KEY PROJECTS

Customer Support & Leadership

Stakeholder Alignment & Relationship Management

Customer Retention & Expansion Strategies

Quality Assurance & Performance Metrics

Cross-Functional Collaboration & Training

Process Optimization & Knowledge Management

Knowledge-Base Article Development & Resource Management

Response Macro Creation & Efficiency Optimization

Data Privacy Compliance (GDPR & CCPA)

Technical Proficiency

Microsoft Office Suite

SaaS & CRM Tools: Salesforce, Zendesk, ServiceNow, Google Suite

Communication & Leadership Development

Webex, Slack, Zoom, Skype Videoconferencing

Privacy Compliance for Cisco Partner Experience Platform

Ensured Cisco’s Partner Experience Platform met all necessary Privacy Impact Assessments and Privacy Data Sheets required for compliance.

Collaborated with legal and data privacy teams to align platform documentation with Cisco’s Data Privacy & Security policies.

Maintained regulatory adherence, ensuring seamless integration of privacy standards into platform operations.

Quality Program for Contingent Workforce

Designed and implemented a KPI-driven quality program, setting measurable benchmarks for agent performance.

Developed training and coaching strategies, empowering agents to improve efficiency and customer interactions.

Reduced error rates by 25%, improving overall service quality and customer satisfaction.

Contact this candidate