Open To Work
Kristin Farley
Mobile
Summary
Detail-oriented project manager with a focus on client rapport and resource allocation. Committed to enhancing project delivery processes and ensuring stakeholder satisfaction through proactive risk management and clear communication.
Overview
10
10
years of professional experience
Work History
Service Delivery Project Manager
Uniti Fiber
Mobile
10.2022 - 02.2026
- Coordinated team meetings to review project progress and align on next steps.
- Supported communication between departments to ensure alignment on goals.
- Maintained project documentation to ensure compliance and facilitate knowledge sharing.
- Researched best practices to improve project management processes.
- Conferred with project personnel to identify and resolve problems.
- Identified project needs by reviewing project objectives and schedules.
- Provided guidance to departments on effective project management strategies.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Tracked and managed change orders and contractual modifications to uphold budget and schedule integrity.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Facilitated resource allocation across departments and teams to ensure successful project completion.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Led meetings with internal team members, consultants and contractors.
- Built and established strong partnerships with teams, vendors and contractors.
- Managed multiple projects with competing deadlines simultaneously.
- Collaborated with team members to identify potential risks and solutions.
NOC Technician
Uniti Fiber
Mobile
10.2021 - 10.2022
- Monitored network operations to ensure optimal performance and reliability.
- Responded to technical support requests via phone, email, and ticketing system.
- Diagnosed issues in network infrastructure using diagnostic tools and software.
- Collaborated with team members to resolve complex technical problems efficiently.
- Documented incidents and resolutions to enhance knowledge management system for future reference.
- Analyzed system logs to identify potential issues and proactively mitigate risks to network performance.
- Assisted in developing disaster recovery plans for mission-critical applications.
- Monitored network performance to detect potential issues or outages and take corrective action.
- Provided technical support for WAN infrastructure components, ensuring reliable connectivity and performance.
- Troubleshot problems related to network infrastructure and performance.
Customer Service Representative
Uniti Fiber
Mobile
08.2020 - 10.2021
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and updated information in the database.
- Handled escalated complaints and provided effective solutions promptly.
- Trained new staff on customer service protocols and company policies.
- Monitored service trends to pinpoint improvement opportunities in support efforts.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified customer service process improvements and recommended actionable changes.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Anticipated customer needs and delivered outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Technical Support Representative
Alorica
Mobile
08.2017 - 08.2020
- Provided technical assistance for software and hardware issues.
- Diagnosed and resolved customer inquiries through phone support.
- Educated customers on product features and troubleshooting techniques to enhance user experience.
- Escalated complex issues to senior technicians for further resolution.
- Conducted follow-up calls to confirm customer satisfaction with provided solutions.
- Participated in training sessions to improve technical skills and service quality.
- Resolved escalated customer service issues in a timely manner.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Built strong relationships with customers to ensure quality service and support.
- Used remote login tools to assist clients with technical and product questions.
- Served as first point of contact for incoming technical service calls and emails.
- Monitored customer feedback to ensure high levels of satisfaction.
- Demonstrated advanced product knowledge to solve customer issues.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Recommended upgrades or additional features that could enhance user experience.
- Conducted remote diagnostics to identify and solve technical problems.
Customer Service Representative
Alorica
Saraland
09.2015 - 08.2017
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Boosted customer satisfaction ratings by answering questions and resolving issues quickly and effectively.
- Resolved escalated complaints by providing effective solutions promptly, enhancing customer satisfaction.
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and updated information in the database.
- Provided product knowledge to help customers make informed decisions.
- Documented customer interactions to ensure accurate future reference and improve service continuity.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Trained new staff on customer service protocols and company policies.
- Prevented key account losses by researching discrepancies and correcting problems.
Education
Some College (No Degree) -
University of South Alabama
Mobile, ALSkills
- Project management
- Project scheduling
- Resource allocation
- Risk assessment
- Process improvement
- Client relationship management
- Client rapport
- Cross-functional coordination
- Technical support
- Time management
- Problem solving
- Conflict resolution
- Effective communication
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridSalary Range
$60000/yr - $110000/yrTimeline
Service Delivery Project Manager
Uniti Fiber
10.2022 - 02.2026
NOC Technician
Uniti Fiber
10.2021 - 10.2022
Customer Service Representative
Uniti Fiber
08.2020 - 10.2021
Technical Support Representative
Alorica
08.2017 - 08.2020
Customer Service Representative
Alorica
09.2015 - 08.2017
Some College (No Degree) -
University of South Alabama