Karin L Ladd
Archbold,OH
Summary
Dynamic Project Manager with over 31 years of experience in driving successful business operations and financial oversight, consistently delivering positive results through dedication and strategic problem-solving. Proven ability to analyze complex issues and implement effective solutions while adhering to production schedules and budgets. Exceptional organizational, motivational, and interpersonal skills foster strong relationships with customers and stakeholders. Expertise in resource management, requirements gathering, and overseeing high-value technical projects ensures seamless project execution and operational efficiency.
Overview
36
36
years of professional experience
Work History
Project Manager
Comcast
07.2014 - Current
- Established and enforced project timelines and deadlines.
- Wrote, updated and maintained project documentation.
- Created and implemented contingency plans to address potential risks.
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Partnered with project team members to identify and quickly address problems.
- Monitored and tracked project progress to support timely completion.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Communicated project plans and progress to key stakeholders and project contributors.
Outbound Dispatch Supervisor
Comcast
06.2006 - 07.2014
- Responsible for the West Region, assisting 43 field supervisors, and 5 managers.
- Oversee 20 dispatchers’, doing weekly monitors, and helping to ensure productivity of the field personnel.
- Instrumental in helping to lower missed appointments from 9.9% to 3.1% in a 12 month span.
- Responsible for the managing of overtime for the department.
- Managed vacation time and attendance for the department.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Controlled costs with optimized route plan to maximize daily appointments and minimize time or field waste.
- Developed and implemented process enhancements to drive continuous program improvement.
- Leveraged Work Force Express and other tools to track data and make recommendations.
- Responded to high volume of phone and email requests to provide logistics information.
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored and tracked dispatch communication systems.
Overnight Routing Manager
Comcast
01.2004 - 01.2006
- Responsible for the Greater Chicago Market Routing Team consisting of 23 people and two supervisors
- Ensuring the accuracy of routes for the Technicians
- Overseeing that work is printing on time to enable the technicians to get out into the field in a timely manner
- Coordinate routes with contractors
- Monitored daily operations and routes to resolve issues and drive operational effectiveness.
- Leveraged systems, equipment and process redesign to drive continuous improvement.
- Planned, distributed, monitored and followed up on daily route assignments to service customers per company standards and agreements.
- Created and enforced detailed organization processes to increase quality and service standards.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
BSAC Supervisor
Comcast
01.2000 - 01.2004
- Manage the BSAC Department for Network and Customer detected tickets in the GCR telephony footprint of approximately 165,061 customers.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Member of the TTS Development Project management team.
- Developed the Remedy ticket process flow.
- Ongoing developments of staff including reviewing daily performance, performance appraisals, team building and career development.
- Responsible to ensure compliance with PUC standards and requirements, consistently maintaining a 95% or higher rating.
- Reduced queue times over the past two years for customer detected tickets from 8:47:52 to 6:13:09.
- Coordinated “Customer Service Week for 300 employees.
- Helped in the development and execution of the Employee of the Month Program for the Oakbrook and Schaumburg Dispatch, LMC, TAC, BSAC, and CHSI departments.
- Focus on keeping staff aware of the “Think Customer first” successes by posting stats in observable areas.
- Developed a system to monitor chronic telephony customers in the GCR. Helping to reduce truck rolls in each system.
- Produced documentation on latest updates as well as reports detailing findings and recommendations.
- Authored best practices documentation for use in new personnel onboarding processes.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Managed efficient teams of up to 20 employees.
- Assisted in the training of approximately 50 technicians in WFX in South Bend.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Lead Payment Center Rep
TCI/AT&T
01.1997 - 01.2000
- Handled the rescheduling of appointments with customer, due to missed appointments or the service not working properly.
- Managed 8 employees in various payment centers in the Streamwood/Schaumburg area.
- Migrated two payment centers into one center in Schaumburg.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Lead Dispatcher
TCI
01.1996 - 01.1997
- Checked that each scheduled route was appropriately covered by drivers.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Provided training and guidance to new dispatchers.
- Answered phone calls and responded to customer emails.
- Instrumental in helping technicians troubleshoot problems while on-site with customers.
- Received Dispatcher of the Quarter out of 20 employees.
- Awarded Team of the Month, for having the best on time record, and most completions for my team of 15 technicians.
- Coordinated dispatching of 15 drivers to accomplish daily delivery requirements.
Lead Customer Service Representative
TCI
01.1993 - 01.1996
- Answered incoming calls for 359,000 Denver Metro area customers. I handled billing, sales, service issues as well as troubleshooting problems in order to avoid unnecessary truck rolls.
- Handled escalated customer issues for the Denver call center representatives.
- Requested to join a team of 15 hand picked representatives to launch a customer call back team, ensuring customer satisfaction with the work of our technicians.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Front Office Supervisor
Stouffer Concourse Hotels
01.1990 - 01.1993
- Supervised the front offices staff for a 400 bed hotel
- Helped in forecasting sold out nights
- Responsible for guest satisfaction
- Helped to develop a training guide for the front office staff
- Employee of the month
- Ensured the balancing of each front desk clerks’ bank
Education
PMP - Project Management Professional
PMI Institute
On Line 02-2024
Veterans At Work Certificate - HR
SHRM Foundation
On Line 04-2023
Project Management Certification - Project Management Certification
Villanova University
On Line 06-2016
Skills
- Customer engagement
- Operational efficiency
- Operational workforce planning
- Excel spreadsheet management
- Visual communication
- Document creation
Affiliations
- Events Lead for the Veterans Network ERG
- Member of WICT (Women in Cable Television)
- Member of NAMIC (National Association for Minorities in Cable)
- Lead for Care Givers Network
- Project Management Institute
Languages
English
Native or Bilingual
Timeline
Project Manager
Comcast
07.2014 - Current
Outbound Dispatch Supervisor
Comcast
06.2006 - 07.2014
Overnight Routing Manager
Comcast
01.2004 - 01.2006
BSAC Supervisor
Comcast
01.2000 - 01.2004
Lead Payment Center Rep
TCI/AT&T
01.1997 - 01.2000
Lead Dispatcher
TCI
01.1996 - 01.1997
Lead Customer Service Representative
TCI
01.1993 - 01.1996
Front Office Supervisor
Stouffer Concourse Hotels
01.1990 - 01.1993
PMP - Project Management Professional
PMI Institute
Veterans At Work Certificate - HR
SHRM Foundation
Project Management Certification - Project Management Certification
Villanova University
Training
Training courses: Problem Analysis, Realizing Goals, Stress Management, Team Effectiveness, Business Writing Skills, Effective Meeting Tools, How to Effectively use Available Time, Impact-Lead with Influence, Leading Successful Meetings, and Managing and Dealing with Change.