project manager/customer service

LAURA McDONALD

Aurora, CO • 720-***-**** • ***********@*****.***

Project Manager

Professional Summary

Detailoriented Project Management professional with a strong background in customer operations, escalation management, workflow coordination, and crossfunctional collaboration. Recognized for exceptional communication, analytical thinking, and the ability to manage complex projects in fastpaced, highvolume environments. Skilled at improving processes, resolving issues, and enhancing customer satisfaction while supporting organizational goals.

Core Competencies

Project Coordination & Scheduling

Escalation & Issue Resolution

Customer Retention & Satisfaction

CrossFunctional Collaboration

Workflow Optimization

Risk Mitigation & Problem Solving

Technical Troubleshooting

Microsoft Office (Word, Excel, PowerPoint)

Salesforce, AS400, Avaya, Kana, Google Suite, Workday

Professional Experience

Case Manager

Jan 2023 – Present

Manage scheduling and calendar coordination for installs, home upgrades, and inspections.

Conduct install readiness reviews to reduce risk and ensure successful activations.

Partner with crossfunctional teams to streamline steps between install and activation.

Identify opportunities to improve cycle time, installation quality, and customer satisfaction.

Provide timely and accurate resolutions to customer inquiries and escalations.

Lead escalated projects and elevate issues to management when necessary.

Perform root cause analysis on recurring issues and collaborate on corrective actions.

Project Manager

Jul 2022 – Jan 2023

Audited and created technician work orders, performing detailed investigative work to recommend solutions.

Prepared quotes and worked with contracts, agreements, warranties, and plan sets.

Provided diagnostics and desktop troubleshooting to support field service professionals.

Utilized vendor portals to detect system issues and monitor production.

Executed best practices and adhered to corporate policies.

Remotely diagnosed system issues to improve customer experience and meet performance goals.

FCR (HiTouch Business Services)

Mar 2021 – Jun 2022

Delivered whiteglove service for complex accounts requiring specialized support.

Managed escalations and ensured highquality customer experiences.

Staples Business Advantage

Exclusive Sales Resolution Specialist — Dec 2017 – Mar 2021

Sales Resolution Specialist — Mar 2016 – Dec 2017

Regional Sales Support Rep — Sep 2012 – Mar 2016

Customer Service Rep — Dec 2006 – Sep 2012

Resolved escalated customer and sales issues across multiple systems.

Supported regional sales teams with account management and problem resolution.

Built strong rapport with sales and business partners, improving collaboration and outcomes.

Managed complex accounts requiring additional support and whiteglove service.

Delivered highvolume customer support with accuracy, professionalism, and attention to detail.

Abilities

Strong communicator with customers, peers, and crossfunctional teams.

Skilled at navigating multiple systems to resolve customer and sales issues.

Highly organized, adaptable, and effective in fastpaced environments.

Excellent written and verbal communication with strong attention to detail.

Productive under pressure; able to manage multiple priorities simultaneously.

Selfstarter with a proactive, solutionsfocused mindset.

References

Available upon request

Contact this candidate