Kellie Connery
Latham,NY
Summary
Accomplished Service Program Manager with a proven track record at Verizon Enterprise, enhancing customer satisfaction and team performance through strategic planning and effective problem-solving. Skilled in project management and interpersonal communication, I've led cross-functional teams to exceed performance metrics, demonstrating adaptability and a focus on quality assurance and stakeholder relationships. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Customer-focused professional with successful [Number]-year career in [Industry] sector. Dynamic successful applying [Skill] and [Skill] in busy business environment. Dedicated [Industry] professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
21
21
years of professional experience
Work History
Service Program Manager
HCL Technologies
11.2023 - Current
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
Service Program Manager
Verizon Enterprise
06.2013 - 10.2023
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Manager of Service Managers
Verizon
09.2003 - 06.2013
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
Education
Associate of Arts - Early Childhood Education
Hudson Valley Community College
Troy, NYBachelor of Arts - Psychology
Russell Sage College
Troy, NY05.1996
Skills
- Problem-Solving
- Project Management
- Detail Oriented
- Strategic Planning
- Team leadership
- Interpersonal Skills
- Critical Thinking
- Work Planning and Prioritization
- Data Collection & Research
- Team Management
- Flexible and Adaptable
- Attention to Detail
- Stakeholder Communications
- Customer Service
- Relationship Building
- Public Speaking
- Good Judgment
- Scheduling and Planning
- Partnership Development
- Quality Assurance
- Data Analysis
- Performance monitoring
- Remote Team Management
- Decision-Making
- MS Office Applications
Timeline
Service Program Manager
HCL Technologies
11.2023 - Current
Service Program Manager
Verizon Enterprise
06.2013 - 10.2023
Manager of Service Managers
Verizon
09.2003 - 06.2013
Associate of Arts - Early Childhood Education
Hudson Valley Community College
Bachelor of Arts - Psychology
Russell Sage College
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