Nicole Dawkins
Lawrenceville,GA
Summary
Customer-oriented Manager with over 20 years of experience in strategic planning and complex problem-solving. Expert in cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Program Manager
Connext
Lawrenceville, GA
06.2022 - 03.2024
- Managed a team of 7 project managers and project coordinators to set expectations around timelines and deliverables.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Managed external client and business partner relationships.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Updated and present daily metrics to management and senior management team to go over team progress, open orders, billing goal, and overall progress of all projects.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
Service Delivery Manager
InterDev
Roswell, GA
02.2020 - 06.2022
- Managed a team of 8 engineers responsible for telecom/networking.
- Managed employee scorecard to maximize accountability, customer experience and productivity.
- Hosted daily operations meeting to go over daily tasks, escalations and new projects.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Researched and analyzed monthly billing audits to resolve inconsistencies and error through individual and collaborative analysis.
Mobile Operations Center Manager
Stratix
Lawrenceville, GA
05.2016 - 02.2020
- Managed a team of 17 front line agents to include tier 1, tier 2 technical support agents, 2 team leads and 1 quality analyst.
- Work closely with project management, mobile device management and mobile solutions architects to onboard new projects within the MOC.
- Work closely with internal groups to identify critical business improvement opportunities.
- Decreased incorrect coding of RMA drop downs by 40%
- Engaged with existing customer base to identity gaps in the current process which reduced trouble shooting steps and handle time by 30%.
- Managed decision tree process (runbook) and knowledge base solutions which improved efficiencies and customer satisfaction while decreasing agent handle time.
- Developed and maintained critical relationship with staffing agency to obtain successful professional candidates.
IT Operations Analyst Tier 3
Cricket Wireless
Alpharetta, GA
11.2014 - 09.2015
- Performed proactive trend analysis of incidents to identify common root causes, conduct trouble shooting of IT and provisioning related issues.
- Communicated and escalated IT centric issues to vendors and network SME's.
- Managed daily tickets log and distributed amongst team members.
Cbeyond
Provisioning Manager
Atlanta, GA
08.2013 - 11.2014
- Managed corporate and offshore personnel responsible for service delivery, provisioning, and order activity for complex IT business solutions. Provided coaching, mentoring and leadership direction to corporate staff members and offshore vendor personnel.
- Project managed core outsourcing BPO India based project.
- Successfully transitioned 3 separate job functions offshore, which resulted in a quality rating of over 90%
- Planned and managed the workload of onshore and offshore provisioning resources.
- Developed action plans to ensure objectives are continually met by applying Project Management and Lean Six Sigma Methodologies for efficiency gains across multiple job functions.
Provisioner
Cbeyond
Atlanta, GA
09.2009 - 08.2013
- Created and maintained training modules, job aids, reference manuals, methods and procedures.
- Trained all new hires on all Carrier Gui interfaces, processes and procedures.
- Facilitated meetings and conference calls with key stakeholders to communicate project status, and obtain necessary technical and business requirements.
- Senior escalation point of contact and SME within provisioning for local number portability and directory listing processes.
Customer Care Tier II Manager
Cbeyond
Atlanta, GA
02.2007 - 09.2009
- Managed a department of 15 to 20 front line agents responsible for processing moves, adds and changes for existing Cbeyond customer base.
- Led an organizational wide initiative to develop new processes that streamlines order procedures which reduced processing time by 40%
- Administered performance management by diagnosing improvement opportunities, provided effective feedback, coaching, training, QA and corrective action plans.
- Improved employee performance against daily quota requirement through leadership and incentive recognition programs to promote higher morale and retention rate.
- Cross trained with various departments to maintain continuous improvement and share best practices.
Customer Care Representative
Cbeyond
Atlanta, GA
07.2003 - 02.2007
- Project managed service requests for all data and voice products.
- Liaison between departments increasing efficiency and communication throughout the cross functional teams.
- Managed workloads via email, service request queues and web inquires.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Education
Bachelor of Arts - Digital Communications And Media
The City College of New York
New York, NY01-1997
Skills
- Team Development
- Vendor Relationship Management
- Project Management
- Process Improvement
- Remote Team Management
- Flexible and Adaptable
Certification
- Lead Six Sigma Green Belt
Timeline
Program Manager
Connext
06.2022 - 03.2024
Service Delivery Manager
InterDev
02.2020 - 06.2022
Mobile Operations Center Manager
Stratix
05.2016 - 02.2020
IT Operations Analyst Tier 3
Cricket Wireless
11.2014 - 09.2015
Cbeyond
Provisioning Manager
08.2013 - 11.2014
Provisioner
Cbeyond
09.2009 - 08.2013
Customer Care Tier II Manager
Cbeyond
02.2007 - 09.2009
Customer Care Representative
Cbeyond
07.2003 - 02.2007
Bachelor of Arts - Digital Communications And Media
The City College of New York
Similar Profiles
Anusha ChallaAnusha Challa
Customer Support Executive at ConnextCustomer Support Executive at Connext
Mary AlvarezMary Alvarez
Virtual Assistant at ConnextVirtual Assistant at Connext
Rae Ann FletcherRae Ann Fletcher
Accounts Receivable Specialist at ConnextAccounts Receivable Specialist at Connext