Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Moore

Apex,NC

Summary

Accomplished Project Manager with a proven track record in the telecommunications industry, enhancing customer satisfaction and streamlining operations. Expert in stakeholder communications and advanced problem-solving, I've led cross-functional teams through complex transformations, significantly improving processes and outcomes. Skilled in strategic planning and coaching, my approach ensures seamless project execution and sustained business growth.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Project Manager

HCL Tech
11.2023 - Current
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
  • Provided detailed project status updates to stakeholders and executive management.

Lead Specialist - Global Project Management

Verizon
05.2022 - 11.2023
  • Enhanced team productivity by implementing efficient work processes and streamlining operations.
  • Increased customer satisfaction levels by addressing concerns promptly, providing thorough resolutions, and maintaining open lines of communication.
  • Developed training materials and resources for smooth transitions during organizational changes.
  • Monitored progress throughout change implementation phases, adjusting timelines as needed based on project requirements.
  • Reduced resistance to change by employing empathetic communication and understanding the concerns of employees affected.
  • Identified impacted parties, business partners and resources required for planned changes.
  • Managed risks associated with change initiatives, implementing mitigation strategies as needed.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Coordinated efforts between multiple departments during large-scale transformation initiatives, ensuring seamless execution from start to finish.
  • Led teams through complex transformations, providing guidance and support throughout the process.

Specialist - Client Services Management

Verizon
09.2017 - 04.2022
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Kept accurate records to document customer service actions and discussions.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Standardized work in order to reduce non value-add work and drive process optimization.
  • Expanded automation and digital interactions with clients; increased adoption/utilization of customer service portal.
  • Regularly facilitated client discussions about billing, accounts receivable, and resolving billing disputes

Sr Coordinator - Client Services Management

Verizon
04.2016 - 09.2017
  • Understood customer's network to identify potential and offer solutions to customer needs.
  • Participated in knowledge share by including cross functional training to improve the customer experience, building a collaborative team that shares information between one another.
  • Eliminated waste and inefficient processes through reduction of rework, backlog, and aging of pending issues.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in network stability.
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
  • Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.

Education

Master of Science - Project And Operations Managment

Southern New Hampshire University
Hooksett, NH
09.2023

Bachelor of Science - Project And Operations Management

Southern New Hampshire University
Hooksett, NH
12.2019

High School Diploma -

Middle Creek High School
Apex, NC
05.2005

Skills

  • Customer Relations
  • Stakeholder Communications
  • Advanced problem solving
  • Document Management
  • Cross-Functional Collaboration
  • Coaching and Mentoring
  • Processes and procedures
  • Data Analysis
  • Change Control Processes
  • Problem-Solving
  • Detail Oriented
  • Strategic Planning

Certification

  • ITIL® Foundation V3 Certificate in IT Service Management (6/2017)
  • ITIL® Intermediate Certificate in IT Service Operation (9/2017)

Timeline

Project Manager

HCL Tech
11.2023 - Current

Lead Specialist - Global Project Management

Verizon
05.2022 - 11.2023

Specialist - Client Services Management

Verizon
09.2017 - 04.2022

Sr Coordinator - Client Services Management

Verizon
04.2016 - 09.2017

Master of Science - Project And Operations Managment

Southern New Hampshire University

Bachelor of Science - Project And Operations Management

Southern New Hampshire University

High School Diploma -

Middle Creek High School

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Heather Moore