Sheila Segars
Longwood
Summary
Customer service program management professional with proven track record in managing cross-functional teams and driving project success. Skilled in communications, task management, and resource accountability management. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Service Program Manager
HCL
11.2023 - 10.2025
- Responsible for all day two support activities including oversight of order management, technical support for outage reporting and escalation SLA reporting and governance.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Defined clear targets and objectives and communicated to other team members.
- Increased customer satisfaction through effective communication of program goals and expectations.
Service Program Manager
Verizon
06.2011 - 10.2023
- Responsible for all day two support activities including oversight of order management, technical support for outage reporting and escalation SLA reporting and governance.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Increased customer satisfaction through effective communication of program goals and expectations.
Customer Service Executive
MCIWorldCom/ MCI/ Verizon
10.2003 - 05.2010
- Responsible for overall post sale support and governance for large enterprise customers in the Florida market. Assigned tasks managed included first invoice review, ongoing billing and contract compliance as well as OAI reporting and governance
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Monitored key performance indicators to ensure continuous improvement in service quality.
Account Relationship Manager
MCIWorldom
12.1998 - 09.2002
- Responsible for customer service support for approximately 12 customers covered by three Sales Representatives in Central Florida. Assisted in managing billing accuracy, implementation assistance and contract compliance.
- Tracked account performance metrics regularly, adjusting strategies as needed to optimize results.
- Maintained holistic perspective of client relationships on day-to-day operational and strategic levels.
- Conducted quarterly business reviews with clients, resulting in improved satisfaction rates and strengthened partnerships.
- Identified growth opportunities within existing accounts by analyzing trends and market data, driving incremental revenue gains.
- Managed a portfolio of clients, prioritizing tasks to maximize efficiency and productivity.
Customer Service Consultant
MCI
04.1996 - 11.1998
- Responsible for field / face to face customer support of assigned group of medium to large business customers in Central Florida. Assisted with contract implementation, billing review and general customer support including escalations.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Increased client retention through exceptional service and timely solutions to issues.
Customer Service Support Rep
MCI
04.1994 - 03.1996
- Responsible for inside support of field service representatives. Reviewed invoices and orders for accuracy and assisted with customer escalations.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Consistently met or exceeded performance metrics while maintaining a high level of customer satisfaction.
- Cultivated positive relationships with clients through empathetic communication and personalized assistance.
Video Conferencing Service and Order Specialist
AT&T
02.1992 - 03.1994
- Responsible for order implementation and billing compliance for medium and large businesses Video Conferencing.
- Ensured inventory accuracy by conducting regular audits, reconciling discrepancies, and updating database records accordingly.
- Boosted customer satisfaction, addressing and resolving any issues or concerns regarding orders promptly and professionally.
5E Switch Contract Specialist
AT&T
03.1989 - 01.1991
- Responsible for wholesale contract implementations supporting NYNEX and Bell Atlantic
- Ensured timely fulfillment of contractual requirements by closely monitoring progress and addressing potential issues proactively.
- Reduced risk exposure through diligent monitoring and enforcement of contractual obligations.
- Reviewed contract plans and project specifics for thorough understanding.
Accounts Receivable Rep / Collections
AT&T
01.1987 - 02.1989
- Responsible for past due balance collections for small businesses.
- Reduced outstanding receivables by diligently following up on overdue payments.
- Communicated with customers to identify and resolve outstanding payments.
- Safeguarded company assets with strict adherence to internal controls and policies.
Service Order Typist
AT&T
01.1985 - 12.1986
- Entered telecommunications orders for consumers and small businesses
- Expedited data entry tasks with efficient typing speed and accuracy.
- Completed complex typing assignments on time demonstrating adaptability in various subject matters.
Education
High School Diploma -
Westminster High School
Westminster06-1982
General Studies
University of Maryland, Baltimore County
Baltimore, MDSkills
- Effective problem resolution
- Project coordination
- Thoroughness in task execution
- Proficient in MS Office
- Interpersonal skills
- Flexible and adaptable
Certification
ITIL Foundations
Timeline
Service Program Manager
HCL
11.2023 - 10.2025
Service Program Manager
Verizon
06.2011 - 10.2023
Customer Service Executive
MCIWorldCom/ MCI/ Verizon
10.2003 - 05.2010
Account Relationship Manager
MCIWorldom
12.1998 - 09.2002
Customer Service Consultant
MCI
04.1996 - 11.1998
Customer Service Support Rep
MCI
04.1994 - 03.1996
Video Conferencing Service and Order Specialist
AT&T
02.1992 - 03.1994
5E Switch Contract Specialist
AT&T
03.1989 - 01.1991
Accounts Receivable Rep / Collections
AT&T
01.1987 - 02.1989
Service Order Typist
AT&T
01.1985 - 12.1986
High School Diploma -
Westminster High School
General Studies
University of Maryland, Baltimore County
Leading Performance Rating Multiple Times Including last 3 with Verizon
Consistently recognized by leadership as top performer, receiving highest possible job rating year after year.
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