Mekare Willis
Eagle Mountain,USA
Summary
Results-driven project manager with a strong track record of leading enterprise and strategic account deployments while building trusted customer relationships. ITIL v4 certified, with proven success delivering solutions that drive business growth and operational efficiency. Played a key role in scaling a small company by taking on diverse responsibilities, contributing to a doubling of the workforce. Known for cross-functional collaboration, clear communication, and a proactive approach to solving complex challenges in dynamic environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
PROJECT MANAGER
LiveView Technologies
American Fork, UT
09.2023 - Current
- Managed strategic enterprise-level mobile surveillance deployment projects from initiation to completion
- Ensured on-time delivery through effective project oversight and coordination
- Led client kickoff calls to establish project scope and align expectations.
- Acted as primary contact for weekly customer touchpoints to enhance communication
- Collaborated with Technical Success Managers, Account Executives, and Customer Success Managers to drive project success
- Coordinated logistics for unit delivery, setup, and partner alignment
- Monitored active surveillance units via Command Center for optimal performance
- Processed service conversions and coordinated equipment pickups efficiently
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization
- Created and implemented processes to ensure successful completion of projects
TECHNICAL ACCOUNT MANAGER
Waterfield Tech (Acquired VOX Network Solutions)
06.2022 - 06.2023
- Facilitated onboarding process for new Managed Services customers
- Acted as the primary Service Interface between Waterfield Tech personnel and the customer
- Scheduled and conducted regular cadence calls and QBR's with Managed Services customers
- Assisted in expediting Incidents and fulfilling customer requests
- Coordinated and monitored the timely delivery of contractual services
- Provided quarterly reports on adherence to Customer's Service Level Agreements (SLAs)
- Collaborated with Incident Manager to identify chronic incidents and develop corrective action plans
- Developed and nurtured relationships with both new and existing Managed Services customers
- Acted as a strong advocate on behalf of customers
- Conducted daily reviews of customer's open tickets to ensure active progress and resolution
- Created and maintained accurate customer records in Confluence for seamless team access
- Managed change requests by documenting, tracking, and coordinating implementation
SERVICE DELIVERY MANAGER
VOX Network Solutions
06.2018 - 06.2023
- Facilitated onboarding process for new Managed Services customers
- Acted as the primary Service Interface between VOX Network Solutions personnel and the customer
- Scheduled and conducted regular cadence calls and QBR's with Managed Services customers
- Assisted in expediting Incidents and fulfilling customer requests
- Coordinated and monitored the timely delivery of contractual services
- Provided quarterly reports on adherence to Customer's Service Level Agreements (SLAs)
- Collaborated with Incident Manager to identify chronic incidents and develop corrective action plans
- Developed and nurtured relationships with both new and existing Managed Services customers
- Acted as a strong advocate on behalf of customers
- Conducted daily reviews of customer's open tickets to ensure active progress and resolution
ADMINISTRATOR - SERVICE MANAGEMENT
VOX Network Solutions
04.2020 - 06.2023
- Acted as the Assistant to the Director of Service Management, providing direct support to ensure efficient department operations
- Managed scheduling, communication, and administrative tasks for the Director, facilitating smooth day-to-day operations
- Coordinated meetings and follow-ups, ensuring alignment across teams and departments
- Assisted in tracking service management processes and helped prepare reports for performance evaluation
- Served as a liaison between the Director and internal teams, streamlining communication and project updates
- Oversaw and audited a high volume of pending tickets, ensuring efficient resolution
- Accurately tracked and recorded billable time for MAC (Moves, Adds, Changes) activity
- Provided comprehensive assistance across multiple projects as directed by manager
- Proficiently ran and analyzed reports
- Developed and maintained Excel tracking sheets
TRAINING COORDINATOR
VOX Network Solutions
10.2019 - 04.2020
- Developed comprehensive training documents and guides, ensuring clarity and consistency in training materials
- Designed and coordinated engaging training courses and dynamic PowerPoints
- Coordinated and delivered training sessions with newly hired employees
- Supported the management of the Learning Center (Litmos – “The Link”) ensuring its smooth operation and accessibility to employees seeking learning resources
- Assisted in training existing employees on new tasks, continuous professional development and promoting a culture of adaptability and growth
CUSTOMER SERVICE REPRESENTATIVE/DISPATCHER
VOX Network Solutions
06.2018 - 10.2019
- Provided prompt and professional responses to all inbound phone calls, effectively addressing inquiries and resolving issues
- Managed the Service Mailbox, prioritizing incoming emails to ensure timely and accurate responses/resolutions
- Proficiently managed the entire life-cycle of tickets, from creation to resolution while maintaining accurate documentation
- Coordinated travel and parts replacement with technicians, customers and third-party vendors
- Managed the Bucket of Hours (BOH) Projects
- Assisted with payroll activities
- Prepared and generated invoices for MAC tickets, ensuring proper billing
PATIENT SERVICE REPRESENTATIVE II
Sutter Physicians Services
11.2015 - 02.2018
- Managed schedule and appointments between patients and doctors
- Registered new patients, accurately gathering and documenting essential information
- Effectively managed the referral processes
- Handled medication refill requests, liaising between doctors and pharmacies
- Conducted insurance verification, confirming coverage details and eligibility to facilitate accurate billing
- Managed 90-100+ inbound calls per day
- Consistently achieved a 100% quality assurance rating in monthly calls
Skills
- ITIL v4 certification
- Project management
- Client relationship management
- Communication skills
- Cross-functional collaboration
- Customer service delivery
- Project scope analysis
- Stakeholder communication
- Logistics coordination
- Presentation skills
- Relationship building
- Schedule management
- Adaptability and flexibility
- Process improvement strategies
- Proficient in SalesForce, Acumatica, SharePoint, ServiceNow, NetSuite, Microsoft Office, Google Suite, Confluence, and Jira
Accomplishments
- Chair of Steering Committee at VOX Network Solutions
- The South Salt Lake Chamber – Women in Business Committee Member
- VOX Community Engagement & Culture team member
- Responsible for Monthly Employee Newsletter
Certification
- Alarm Agent
- ITIL V4
- Story-based eLearning Trainer certification through Vignettes Learning
References
References available upon request.
Timeline
PROJECT MANAGER
LiveView Technologies
09.2023 - Current
TECHNICAL ACCOUNT MANAGER
Waterfield Tech (Acquired VOX Network Solutions)
06.2022 - 06.2023
ADMINISTRATOR - SERVICE MANAGEMENT
VOX Network Solutions
04.2020 - 06.2023
TRAINING COORDINATOR
VOX Network Solutions
10.2019 - 04.2020
SERVICE DELIVERY MANAGER
VOX Network Solutions
06.2018 - 06.2023
CUSTOMER SERVICE REPRESENTATIVE/DISPATCHER
VOX Network Solutions
06.2018 - 10.2019
PATIENT SERVICE REPRESENTATIVE II
Sutter Physicians Services
11.2015 - 02.2018
Similar Profiles
Kenneth BenioniKenneth Benioni
Technical Account Manager at Liveview TechnologiesTechnical Account Manager at Liveview Technologies
Tom BroughTom Brough
Enterprise Account Executive at Liveview TechnologiesEnterprise Account Executive at Liveview Technologies
Chayce CarterChayce Carter
Assembly Team Lead /Hardware Specialist at LiveView TechnologiesAssembly Team Lead /Hardware Specialist at LiveView Technologies
Jane PauniJane Pauni
Licensing and Compliance Specialist at LiveView TechnologiesLicensing and Compliance Specialist at LiveView Technologies
Tyson KnowlesTyson Knowles
Manager Analytics & Metrics, Open Banking at MastercardManager Analytics & Metrics, Open Banking at Mastercard