Kimberley Thompson
Sr. Program Manager specializing in Cloud Services, Customer Success and Project Management
- Role
- Customer Success Executive at Avaya
- Location
- Reno, NV, US
- LinkedIn followers
- 500 followers
About Kimberley Thompson
Project Management Professional (PMP) with expertise in waterfall, Agile and Scrum methodologies to deliver complex IT and infrastructure projects. Thorough knowledge of Telecommunication concepts and billing involving data centers (including HA), cloud migrations, tariffs, network architecture, workforce management, SaaS, UCaaS, CCaaS, service delivery, circuit design, RFQ and order processing. Led teams of 25+ to bring projects to successful completion.Specialties:• Project / Portfolio Management• Cloud• Strategic Planning• Process Improvement• Stakeholder Collaboration• Customer Relationship Management• Team Development• Telecommunications• UCaaS / CCaaS / SaaS• Quality Management• Telecom Expense Management• Operations Management• Risk Management• Communication Management• Organization• Event Planning and Implementation• Service Delivery
Experience
Customer Success Executive
Jan 2024 — Present · US
Led a team of 10-15 to manage the customer onboarding for G150 customers overseeing and optimizing process to ensure a seamless experience for new clients. Mentored colleagues and fostered a team environment.• Developed and implemented strategies to improve customer retention rates by 20% and reduce churn by 30%.• Participated in weekly, monthly and quarterly reviews presenting to Senior Leadership.• Drove the strategic plan for the proactive CS functions.
Education
National University
Bachelor’s Degree, Organizational Behavior Studies
Skills
- Contract Negotiation
- Selling
- Scrum
- Technical Documentation
- Organization
- Negotiation
- Managed Services
- Integration
- Process Management
- Voice Over Ip (Voip)
- Operations Management
- Strategic Planning
- Cross-Cultural Communication Skills
- Project Coordination
- Strategy
- Cross-Cultural Teams
- Project Management
- Process Improvement
- Cross-Functional Team Leadership
- Marketing
- Business Process Improvement
- Management
- Vendor Management
- Enterprise Software
- Customer Service
- Telecom Expense Management
- Customer Relationship Management (Crm)
- Reo
- Software Documentation
- Sdlc
- Investment Properties
- Voip
- Data Center
- Microsoft Office
- Sales
- Business Analysis
- Crm
- Project Delivery
- Microsoft Project
- Training
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