Keisha Smithwick

About Keisha Smithwick

Customer Success and Service Delivery professional with 18+ years of experience in client management, operations, and team leadership. I combine deep expertise in telecom and SaaS delivery with my passion as a Health Coach and mental health advocate — bringing empathy, clear communication, and client-centered solutions. Known for a collaborative, coaching leadership style and a proven ability to build trusted relationships that drive retention, growth, and long-term success.

Experience

1. Service Delivery Type Ii and Cross Connects Specialist -team Lead

   Zayo Group

   Jul 2010 — Present

   As the team lead I train, mentor and encourage all team members to ensure consistent performance and service excellence.• Responsible for creating, improving and developing a successful process to ensure all due dates are met.• Serve as the main point of contact for customers and vendors, maintaining clear and professional communication to ensure excellent service delivery.• Ensure Services are delivered in alignment with contractual obligations, SLA and KPIs defined.• Work closely with internal teams to optimize service delivery processes, improving customer experience and reducing resolution times.• Generate regular reports on ticket status, vendor performance, and service delivery metrics to senior management.• Coordinate and manage cross-connects, ensuring timely and accurate order processing and completion.• Open, track, and resolve trouble tickets related to service interruptions, network issues, and customer requests, ensuring swift resolution.• Oversee the creation and management of remote hands tickets, ensuring on-site support is available as needed.• Schedule and arrange vendor meetings for technical discussions, service updates, and resolution of issues. • Open and manage tickets for audits to ensure compliance and maintain system integrity.• Escalate vendor issues accordingly as related to project delivery when resolution is not achieved within a reasonable amount of time.• Successfully project manage the installation of Type II lit Ethernet and Wave services from 10Mb to 10Gb as well as TDM and Sonnet services, coordinate timely installation from the selected vendor and communicate vendor updates to internal project teams and customer.

Education

• John Jay College (CUNY)

  Bachelors, Forensic Psychology

  2002 — 2007