Darren D. Watley
10816 Standing Stone DR.,FL
Summary
Goal driven, dynamic professional with comprehensive operational and interpersonal acumen. Fosters open communication in collaborating with cross-functional teams to drive progress, while balancing a high volume of competing demands and deadlines. Expertise across multiple domains including customer support, resolutions, project management, and building consensus through proactive stakeholder engagement. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 18.5 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
18
18
years of professional experience
Work History
Project Manager
Frontier Communications
06.2018 - Current
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Met project deadlines without sacrificing build quality or workplace safety.
- Provided detailed project status updates to stakeholders and executive management.
- Identified plans and resources required to meet project goals and objectives.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Reported regularly to managers on project budget, progress and technical problems.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Coordinated material procurement and required services for projects within budget requirements.
- Developed and implemented strategic project plans to meet business objectives.
- Analyzed project performance data to identify areas of improvement.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
Business Chat – Lead
Frontier Communications
11.2016 - 06.2018
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Identified business development challenges and customer concerns for proactive resolution.
- Created and monitored promotional approaches to increase sales and profit levels.
- Defined company roles and responsibilities to establish and enhance processes.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Fios Technician Support lead
Frontier Communications, Verizon Communications
09.2015 - 11.2016
- Increasing degree of responsibility, analytical and relationship building acumen over tenure with National and Global leaders in Telecommunications industries.
- Expertise in providing customer facing and internal services for high volume chat/voice support center including the rapid resolution of complex B2B operational challenges, escalated support services, product education, sales and upselling of products and services.
- Skilled in detail driven, end to end telecommunications project management on a national scale from initial order placement to launch.
- Including team leadership and collaborative process management / needs assessment / timeline management / allocation of resources / QA / troubleshooting / resolutions / mentoring & coaching cross functional personnel / documentation & compliance
- Innate ability to collaborate and communicate across departmental and organizational levels with B2B partners and individual customers to build consensus and achieve buy-in / advanced interpersonal skills.
- Intrinsically motivated to provide outstanding customer service and ensure organizational integrity.
- Additional experience in the maintenance, troubleshooting & technical repair of Fiber technologies and equipment Frontier Communications.
Technical Support Analyst
Verizon Communications
04.2015 - 09.2015
- Provide upper tier support for technical support agents by solving complex problems.
- Tech support/customer service supervisory role - taking calls from customers requesting a supervisor - solving problems when possible but also finding means to satisfy irate customers.
- Assigned to teams that learned new products first, work with developers to debug, provide initial support for new products.
Ecommerce
Verizon Communications
10.2008 - 04.2015
- Supervised reps ensuring they provided outstanding digital experiences for new and existing customers with every interaction.
- Resolved escalated complex billing and service issues via chat/webmail.
- Responsible for training and monitoring reps in creating and developing relationships with customers, while providing technical support, billing support and updating customer records.
Customer Service Administrator/Supervisor
Verizon Communications
01.2005 - 09.2007
- Worked as an acting supervisor for the final year in this office; task-oriented, worked autonomously, took over irate escalations from customer service associates.
- Project manager for initial startup of Fios ecommerce and social media team, develop and implemented the MOP's developed the training, and trained the teams to operating standards.
- Customer service – tested pots telephone circuits, identified trouble, and determined corrective actions.
- RELEVANT PROJECTS
- Capstone Project: Social media observers derived to monitor social media sites for unhappy customers.
- Project lead on this team of 10.
- Lead team in winning back confidence of unhappy customers through outstanding customer service.
- Assigned tasks to team members and provided constructive coaching to ensure team was excelling at all times.
- Process Implementation:
- Traveled to the former office where this project was managed initially so I could learn the process.
- Developed a new and improved training program and produced SOP'S & MOP'S to train the team members.
- Trained the office; managed and maintained this project to exceed expectations and generating profit by converting non - promoters.
Education
Bachelor's Business - Management, Project Management
American InterContinental University
Schaumburg, IL11.2023
Associate of Arts - Business Management, Project Management
American InterContinental University
Schaumburg, IL06.2005
Skills
- Summary of Qualifications & Technical Skill Set:
- Customer Service & Resolutions - Voice & Chat Customer Support
- Sales & Upselling - Documentation & Compliance
- Project Management - Stakeholder Engagement
- Logistical Coordination - Communication & Collaboration
- B2B Relationship Building - Systems Analysis & Improvement
- MS Office Suite Expertise / Microsoft Excel / Access / Sales Force / DPI / M6 / Database Management / Data Analysis & Extraction / Typing Speed of 55 WPM / Operation & Troubleshooting of Standard Office, Telecommunications & Fiber optics Data, Telephony and Video Equipment / Multi-Line Phone Systems / Internal, Industry Specific CRM & Data Management Platforms / Social Media Platforms
- Working knowledge of Infinium and Sitetracker
- Timely Project Completion
- Processes and Procedures
- Strong ability to interact effectively with executives and team members
Timeline
Project Manager
Frontier Communications
06.2018 - Current
Business Chat – Lead
Frontier Communications
11.2016 - 06.2018
Fios Technician Support lead
Frontier Communications, Verizon Communications
09.2015 - 11.2016
Technical Support Analyst
Verizon Communications
04.2015 - 09.2015
Ecommerce
Verizon Communications
10.2008 - 04.2015
Customer Service Administrator/Supervisor
Verizon Communications
01.2005 - 09.2007
Bachelor's Business - Management, Project Management
American InterContinental University
Associate of Arts - Business Management, Project Management
American InterContinental University
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