Summary
Overview
Work History
Education
Skills
Timeline
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Michael D'Angelo Boyd

Raleigh,NC

Summary

Results-driven Client Service Manager with extensive experience at Verizon, excelling in client relationship management and process improvement. Proven track record in enhancing customer satisfaction and retention through strategic planning and employee development. Skilled in Cisco and adept at resolving complex network issues, ensuring optimal service delivery for high-profile clients.

Overview

24
24
years of professional experience

Work History

Dedicated Client Service Manager

Verizon
Cary, NC
05.2021 - 03.2025
  • Managed a team of customer service representatives, ensuring high-quality customer interactions by managing day-to-day operations, resolving customer issues, setting performance goals, training staff, monitoring customer satisfaction metrics, and implementing strategies to improve the overall customer service experience for the Enterprise Group, which included Amazon, Whole Foods, Microsoft, Google, and Meta.
  • Ensured timely resolution of customer inquiries by analyzing customer feedback to identify trends and areas for improvement.
  • Developed and delivered customer service training programs for new and existing staff. Conducted performance reviews and provided feedback to identify and reward high-performing team members.
  • Identified areas for improvement in customer service processes, and implemented quality control measures to maintain consistent service levels.

Program Manager

Verizon
Cary, NC
06.2017 - 05.2021
  • Identified, analyzed, and resolved the root causes of recurring IT incidents, preventing future disruptions, and improving service reliability for Johnson & Johnson.
  • Oversaw the entire order lifecycle, ensuring accuracy and timeliness from order placement through completion by participating in cross-functional meetings and projects related to order management.
  • Led and coordinated the problem and order management processes to ensure the project team and stakeholders were informed and aligned on the issue status and resolution.
  • Generated reports on order performance metrics, such as order fulfillment rates, customer satisfaction, and order processing times, to identify areas for improvement.

Senior Project Engineer

Verizon
Cary, NC
06.2008 - 06.2017
  • Managed projects from initial needs assessment through implementation and follow-up technical support for Enterprise customer Johnson Controls, Inc.
  • Worked collaboratively with project managers, implementation engineers, directors, and customer representatives to formulate implementation strategies.
  • Monitored clients’ networks, maintaining 99.98% uptime and network availability, ensuring all remote and primary sites sustained uninterrupted communication from existing and potential threats by isolating malfunctions and implementing corrective action.
  • Analyzed project specifications to formulate schedules and operational goals; performed network testing to ensure compliance with quality standards, technical specifications, customer requirements, and project milestones.

Network Operations Lead

Verizon
Cary, NC
02.2004 - 05.2008
  • Co-developed a training program for new hires, analyzed the company’s business requirements, and created project strategies to attain the overall objective by designing uniform procedures for network implementation and monitoring.
  • Provided comprehensive technical support and training to network engineers for the 24/7 Network Operations Center located in Manila, Philippines.
  • Managed day-to-day operational activities of local and wide area networks. Monitored network performance, identified potential problems, and developed solutions to improve efficiency.

Program Specialist I

County of Los Angeles
Los Angeles, CA
01.2003 - 01.2004
  • Managed all transportation activities for the County Travel Unit and Warrant Investigation Division, organizing four separate contracts with travel vendors.
  • Worked closely with the Program Director to review travel reports and identify cost-saving opportunities.
  • Maintained spending reports and communicated with vendors to ensure data accuracy.
  • Wrote and evaluated user-friendly procedure manuals for Warrant Investigation Division; focusing on enhanced training efforts, employee productivity, and compliance with county guidelines completing 60-page manual.

Network Operations Engineer

Verizon
01.2001 - 01.2003
  • Managed technical support operations for the Federal Aviation Administration Network. Monitored network performance to isolate and identify malfunctions and outages.
  • Responded promptly to ensure there were no disruptions for over 5,000 daily flights, implementing on-the-spot solutions in response to high-pressure situations.
  • Member of the response team during Hurricane Katrina, preserving the overall functionality of the national network.

Education

Bachelor of Science - Business Management

University of North Carolina
Wilmington, NC
05-1998

Skills

  • Cisco
  • ITIL Foundation
  • Business analysis and reporting
  • Strategic planning
  • Employee development
  • Pricing strategy
  • Change management
  • Business planning
  • Supply chain management
  • Process improvement analysis
  • Client relationship management
  • Network troubleshooting

Timeline

Dedicated Client Service Manager

Verizon
05.2021 - 03.2025

Program Manager

Verizon
06.2017 - 05.2021

Senior Project Engineer

Verizon
06.2008 - 06.2017

Network Operations Lead

Verizon
02.2004 - 05.2008

Program Specialist I

County of Los Angeles
01.2003 - 01.2004

Network Operations Engineer

Verizon
01.2001 - 01.2003

Bachelor of Science - Business Management

University of North Carolina

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Michael D'Angelo Boyd