April Lucus
Denton,TX
Summary
Proven Service Program Manager with a track record of fostering robust client relationships and driving revenue growth at companies like Verizon. Expert in problem-solving and project management, adept at enhancing client satisfaction and loyalty through effective communication and solutions. Skilled in data analytics and critical thinking, consistently delivering service excellence and operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Program Manager
HCL Technologies
11.2023 - Current
- Managed and supervised multiple customer projects driven by internal company initiatives.
- Established strong relationships with key stakeholders, ensuring customer satisfaction and loyalty.
- Enhanced client satisfaction by addressing concerns and providing timely communication and solutions.
- Conducted customer training to increase self service tool usage.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Took ownership of customer issues and followed problems through to resolution.
Service Program Manager
Verizon
05.2019 - 11.2023
- Managed and supervised multiple customer projects driven by internal company initiatives.
- Established strong relationships with key stakeholders, ensuring customer satisfaction and loyalty.
- Enhanced client satisfaction by addressing concerns and providing timely communication and solutions.
- Conducted customer training to increase self service tool usage.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Took ownership of customer issues and followed problems through to resolution.
Service Program Manager
IBM
09.2017 - 05.2019
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated and led internal and external site team meetings.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Implemented and supported PaaS and IaaS at client site.
Service Delivery Manager
Verizon
06.2012 - 08.2017
- Managed and supervised multiple customer projects driven by internal company initiatives.
- Established strong relationships with key stakeholders, ensuring customer satisfaction and loyalty.
- Enhanced client satisfaction by addressing concerns and providing timely communication and solutions.
- Conducted customer training to increase self service tool usage.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
Education
No Degree - Business Economics
University of North Texas
DentonSkills
- Fortune 500 Client relationship management
- Problem-solving
- Data analytics
- Project management
- Incident investigation
- Critical thinking
- Data collection & research
- Risk mitigation
- Monthly and Annual Service reviews
- Technology evaluations
- Billing & invoicing
- Performance monitoring
Certification
- ITIL v3
- CPR/AED Certification
Timeline
Service Program Manager
HCL Technologies
11.2023 - Current
Service Program Manager
Verizon
05.2019 - 11.2023
Service Program Manager
IBM
09.2017 - 05.2019
Service Delivery Manager
Verizon
06.2012 - 08.2017
No Degree - Business Economics
University of North Texas