Mikala Stephens
Operations Manager
Colorado Springs
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Project Manager
Teknowledge
08.2024 - Current
- Lead cross-functional projects focused on service launches, platform integrations, and client adoption of new technologies, including AI/automation initiatives and managed services expansion.
- Partner with internal and client stakeholders to define goals, align on timelines, assign ownership, and establish success criteria.
- Develop and maintain project documentation such as project plans, readiness trackers, status reports, and stakeholder updates.
- Facilitate kickoff meetings, milestone reviews, and alignment sessions to ensure visibility, accountability, and proactive risk mitigation.
- Collaborate with operational, technical, and partner teams to design workflows, assess resource requirements, and define reporting frameworks.
- Support deployment, change management, and adoption planning to ensure readiness across both business and customer environments.
- Applied Lean Six Sigma Green Belt methodology to streamline workflows, improve risk management, and ensure measurable success criteria were met.
- Concurrent Assignment
- Led cross-functional teams to deliver projects on time and within budget.
- Implemented project management best practices to enhance team collaboration and efficiency.
Operations Manager
Teknowledge
07.2023 - Current
- Direct operations across three global service lines in technical support and post-sales services, overseeing teams in North America, EMEA, and LATAM.
- Successfully launched two new international business operations in Rwanda and Costa Rica, leading workforce ramp-up, KPI alignment, and cross-site collaboration to drive scalability and service excellence.
- Strengthened client partnerships by restoring a critical account relationship, resulting in a high-performing strategic alliance that exceeded global performance benchmarks.
- Designed and executed operational improvements that enhanced service delivery, reduced escalations, and increased customer satisfaction while meeting or exceeding SLA targets.
- Fostered a culture of leadership development and accountability through coaching and mentoring, preparing emerging leaders for succession roles.
- Leveraged Lean Six Sigma Green Belt tools (root cause analysis, VOC mapping, FMEA) to identify and resolve performance challenges, resulting in improved customer satisfaction and efficiency gains.
- Promoted inclusion and cultural awareness by embedding equitable workforce practices into international expansion initiatives.
- Streamlined operations by implementing process improvements, enhancing efficiency across departments.
- Led cross-functional teams to optimize workflow and reduce turnaround times in project execution.
- Developed and enforced operational policies ensuring compliance with industry standards and regulations.
- Analyzed performance metrics to identify areas for improvement, driving data-informed decision-making processes.
- Collaborated with stakeholders to align operational goals with organizational strategy, ensuring cohesive execution of initiatives.
- Managed vendor relationships and negotiated contracts to achieve favorable terms and enhance service delivery quality.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Team Manager
Teknowledge
08.2021 - 07.2023
- Managed a global team of 17 support managers spanning five regions (U.S., Canada, Latin America, EMEA, and Secure Cloud), consistently recognized as the top-performing unit across company-wide quality assessments.
- Drove collaboration with senior client stakeholders to develop escalation protocols and triage processes, reducing escalation rates and improving client satisfaction.
- Designed and launched a global mentorship and onboarding program, reducing ramp-up time for new hires and boosting performance consistency across regions.
- Delivered individualized coaching and career development plans to team members, improving skill sets, engagement, and long-term retention.
- Built strong, trust-based relationships with executive stakeholders by aligning operations with customer priorities and proactively managing escalated needs.
- Led team projects, ensuring efficient collaboration and timely delivery of objectives.
- Developed and implemented process improvements to enhance operational efficiency across departments.
Incident Manager
Teknowledge
02.2021 - 08.2021
- Managed simultaneous support teams at double standard capacity, balancing high-volume casework with operational responsibilities.
- Played a critical role in launching a new global incident response function, helping define processes, expectations, and training materials for the department.
- Provided real-time escalation and crisis management support, ensuring swift resolution of high-priority cases and alignment with client expectations.
- Mentored peers to strengthen communication, case management, and organizational skills, elevating overall team performance.
Critical Situations Manager
Teknowledge
06.2020 - 02.2021
- Led management of critical, high-priority escalations for enterprise clients, coordinating engineering, account, and support teams to drive rapid resolution and protect customer trust.
- Directed end-to-end incident lifecycle management, ensuring timely communication, accountability, and transparency across all stakeholders.
- Facilitated executive war rooms during major incidents, providing clear updates and enabling swift decision-making.
- Implemented post-incident reviews to reduce recurrence and improve long-term client satisfaction.
Customer Service Representative/Trainer/Food Server
Multiple Establishments
09.2009 - 06.2020
- Delivered high-quality customer service and training in fast-paced hospitality and retail environments.
- Trained and onboarded new employees, creating guides and resources that improved efficiency and knowledge transfer.
- Oversaw daily operations as a keyholder, including opening/closing duties, cash reconciliation, and staff readiness.
- Recognized for strong communication skills, product knowledge, and the ability to create a positive, efficient customer experience.
Education
Associates - Architecture
University of Oklahoma
Oklahoma12-2015
Associates - Business
University of Oklahoma
Oklahoma12-2015
Associates - General Studies
East Central University
Oklahoma05-2013
Skills
- Project Planning & Execution
- Stakeholder Management
- Risk Mitigation
- Analytical Problem Solving
- Operational Strategy & Execution
- Cross-Functional Leadership & Collaboration
- Program & Project Management
- Performance & Change Management
- Workforce Planning & Forecasting
- Project management
- Project planning
- Project planning and development
- Project scheduling
- Schedule management
- Client relations
- Stakeholder communications
- Staff management
- Work flow planning
- Budgeting and forecasting
- Risk management
- Scope management
- Project scope
- Cross-functional collaboration
- Coaching and mentoring
- Processes and procedures
- Data analysis
- Purchasing and procurement
- Productivity improvement
- Performance improvements
Certification
- Lean Six Sigma Green Belt (DMAIC methodology), 2025
- ITIL Training — Service Management Framework, 2022
Timeline
Project Manager
Teknowledge
08.2024 - Current
Operations Manager
Teknowledge
07.2023 - Current
Team Manager
Teknowledge
08.2021 - 07.2023
Incident Manager
Teknowledge
02.2021 - 08.2021
Critical Situations Manager
Teknowledge
06.2020 - 02.2021
Customer Service Representative/Trainer/Food Server
Multiple Establishments
09.2009 - 06.2020
Associates - Architecture
University of Oklahoma
Associates - Business
University of Oklahoma
Associates - General Studies
East Central University
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