Nicole F. Carter

Dynamic, people-focused leader with over 20 years of customer service expertise and more than 8 years of experience managing complex, multi-site, high-visibility construction programs. Proven track record in building high-performing teams, driving operational excellence, and enhancing customer experiences across diverse functions. Committed to delivering exceptional results. Proficient in incident management, performance monitoring, process improvement, and fostering cross-functional collaboration, with a recent Six Sigma Green Belt certification that supports data-driven decision-making and continuous improvement initiatives. Key skills include strategic planning, stakeholder engagement, conflict resolution, and effective communication, all aimed at aligning organizational objectives with superior service delivery.

Project & Program Leadership

• Delivered $5M+ in capital fiber and infrastructure projects annually, maintaining 98–100% on‑time delivery across complex, multi‑site builds.
• Led high‑visibility technical programs for clients such as Amazon, Google, Apple, and the State of Washington, achieving zero schedule overruns and consistent 95%+ stakeholder satisfaction.
• Recovered a lagging infrastructure project by realigning timelines and removing blockers—preventing $250K in projected delays and improving workflow efficiency by 12%.

• Coordinated execution across 5–8 cross‑functional departments, improving alignment and reducing handoff delays by 25%.
• Drove regional collaboration as “Voice of the Regions,” increasing adoption of new processes by 40% across the West Division.
• Maintained 100% project continuity during two restructures, ensuring zero missed milestones and uninterrupted delivery during organizational change.

• Reduced span‑replacement rework by 30% and shortened cycle time by 15–20% through workflow mapping and standardization.
• Led division‑wide rollout of new operational processes, resulting in a 20% increase in productivity and improved compliance across multiple markets.
• Implemented Lean Six Sigma improvements that decreased cycle‑time variance by 18%, boosted reporting accuracy by 30%, and improved documentation completeness to 99%.

• Implemented a prioritized permitting tracker that reduced permitting delays by 35% and improved cross‑department response times by 20%.
• Proactively resolved high‑impact risks across construction programs, contributing to 95% risk‑mitigation success rate across managed projects.
• Strengthened stakeholder communication processes, reducing escalations by 40% and improving engagement across field and leadership teams.

• Managed end‑to‑end delivery of 100+ fiber, MDU, SDU, RBB, SBB, and Metro‑E projects per year with consistent compliance to safety, permitting, and regulatory standards.
• Oversaw vendor and contractor partnerships supporting $10M+ in annual construction work, maintaining 98% contract adherence and high-quality performance.
• Improved accuracy of documentation, invoicing, and reporting by 35–50% through system audits, training, and process updates.

• Coached and supported cross‑functional teams of 20–50 personnel, increasing team productivity by 15% and raising engagement scores in feedback cycles.
• Empowered team leads through structured delegation and communication, resulting in 25% faster execution on recurring tasks and improved ownership.
• Delivered training and development programs that improved team capability and reduced onboarding time by 30%.

• Improved customer satisfaction by 20%+ through proactive communication, accurate delivery timelines, and streamlined issue resolution.
• Strengthened vendor partnerships, reducing construction delays by 25% and improving coordination quality across multiple scopes of work.
• Managed business service and technical support workflows that consistently met 95–100% of performance KPIs across multiple roles.

• Supported multiple business lines (SMB, MDU, enterprise, rural broadband), improving delivery accuracy by 30% and reducing operational bottlenecks across the region.
• Led capital budgeting and prioritization efforts for large-scale builds, maintaining on major construction programs.
• Improved operational reporting and data accuracy by 40%, enhancing visibility for leadership decision-making.

• Women’s Network ERG – June 2021
• BEN Employee Network Board Member – April 2021–Present
• Training & Feedback Council – Feb 2021
• Leadership Pod Meetings – June 2022

• Lean Six Sigma -Green Belt 2025
• AI Project Management Certificate – Dec 2023
• Certified Team Supervisor – June 2023
• Business Management Essentials – Advanced – May 2023
• Lean Six Sigma (White & Yellow Belts) – 2020–2022
• Link 2 Leadership – Dec 2021
• Intro to Leadership – Aug 2020