Monae Hamilton
Raleigh,NC
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
10
10
years of professional experience
Work History
Lead Consultant - Client Service Manager (Global Customer Operations)
VERIZON COMMUNICATIONS/HCL AMERICA
10.2021 - Current
- Spearheaded the successful completion of complex projects through effective risk management and mitigation strategies.
- Support Sales Organization by measuring portfolio performance tracking against contractual KPIs and SLAs
- Optimized team performance through effective communication, training, and leadership techniques.
- Collaborated with cross-functional teams to ensure seamless execution of project milestones and deliverables.
- Streamlined internal processes for better resource allocation and improved operational efficiency.
- Implemented best practices in change management to facilitate smooth transition during organizational restructuring initiatives.
- Prepared project lifecycle documentation and project management plans.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Client Service Supervisor – Conference & Collaboration (Global Engineering)
VERIZON COMMUNICATIONS
06.2019 - 10.2021
- Supervised day-to-day operations, ensuring a high level of quality service delivery to clients.
- Conducted regular performance evaluations to identify areas of improvement and provide constructive feedback.
- Implemented strategies to increase public awareness of social and community service programs.
- Developed strategies to streamline internal processes, leading to increased productivity within the team.
- Implemented process improvements based on client feedback, ensuring continuous enhancement of services offered.
- Promoted a culture of excellence by recognizing and rewarding team members who consistently exceeded client expectations, inspiring others to strive for similar levels of achievement.
- Facilitated open lines of communication within the team to encourage collaboration and problem-solving efforts for complex cases.
- Utilized data-driven insights from performance metrics analysis for informed decision-making aimed at driving better results.
- Managed department call volume of 100+ calls per day and coordinated department schedules to maximize coverage during peak hours.
Sr. Assoc. Engr-Account Services (Global Engineering)
VERIZON COMMUNICATIONS
02.2018 - 06.2019
- Proactively identified potential risks, developing mitigation plans to minimize impact on project timelines or outcomes.
- Followed ITIL process workflows to ensure operational compliance for incident and change management procedures
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Trained and supported new team members, maintaining culture of collaboration.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
Sr. Coordinator-Customer Service (Global Engineering)
VERIZON COMMUNICATIONS
01.2014 - 02.2018
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Built strong relationships with stakeholders through effective communication, leading to increased trust and collaboration.
- Developed comprehensive training programs for new employees, resulting in quicker onboarding times and improved overall performance.
- Oversaw change management efforts during major organizational transitions, ensuring minimal disruption to daily operations while maintaining high employee morale.
- Managed cross-functional teams for successful project execution, ensuring timely completion of tasks within budget constraints.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
MBA -
University of Phoenix
Phoenix, AZ08.2021
Paralegal Studies -
Meredith College
Raleigh, NC05.2009
Bachelor of Arts - Mass Communication
Shaw University
Raleigh, NC05.2006
Skills
- Microsoft Office Suite
- Google Workspace
- CRM Platforms
- Team Leadership & Development
- Business Analysis
- Project Management
- Customer Relationship Management
- Analytical Thinking
- Employee Management
- Quality Assurance
- Performance Tracking
- Executive Support
Clifton Strengths
- Learner
- Achiever
- Connectedness
- Strategic
- Maximizer
Timeline
Lead Consultant - Client Service Manager (Global Customer Operations)
VERIZON COMMUNICATIONS/HCL AMERICA
10.2021 - Current
Client Service Supervisor – Conference & Collaboration (Global Engineering)
VERIZON COMMUNICATIONS
06.2019 - 10.2021
Sr. Assoc. Engr-Account Services (Global Engineering)
VERIZON COMMUNICATIONS
02.2018 - 06.2019
Sr. Coordinator-Customer Service (Global Engineering)
VERIZON COMMUNICATIONS
01.2014 - 02.2018
MBA -
University of Phoenix
Paralegal Studies -
Meredith College
Bachelor of Arts - Mass Communication
Shaw University
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