Lisa Ceaser
Charlotte
Summary
Operations-Driven Project Manager experienced in leading cross-functional initiatives that enhance service delivery and compliance while improving customer outcomes. Delivered results in high-volume environments through strategic planning, budget management, and process improvements. Focused on team collaboration and adapting to evolving needs, fostering a results-driven culture.
Overview
16
16
years of professional experience
Work History
Project Manager
Spectrum/Charter Communications
01.2022 - Current
- - Led operational projects from planning through rollout, creating project charters, schedules, risk logs, and compliance tracking to ensure successful implementation.
- - Partnered with operations leaders to streamline workflows and optimize resource allocation, enhancing policy compliance across departments.
- - Developed training/job aids to facilitate process adoption, equipping frontline teams for seamless operational shifts.
- - Develop training/job aids to support process adoption, ensuring frontline teams are prepared for operational shifts.
Service Recovery & Compliance Representative II (PM/Coordinator focus)
Spectrum/Charter
01.2015 - 01.2022
- - Managed operational rollouts of GIS Red, SMART system, and virtualization of residential and SMB teams, ensuring seamless integration and functionality.
- - Designed and implemented standard operating procedures (SOPs) and compliance tracking mechanisms.
- - Coordinated UAT for new systems/dialers, aligning business and technical teams to ensure smooth adoption.
- - Developed process improvements that streamlined call-handling times and increased first-call resolution, contributing to enhanced customer satisfaction.
- - Coordinated staffing and scheduling for large-scale cutovers, ensuring minimal service disruption and maintaining service quality.
Regional Telesales Support Desk
Time Warner Cable
01.2014 - 01.2015
- - Audited and corrected work orders to achieve ~89% accuracy, enhancing operational efficiency.
- - Converted over 50% of inbound calls to new or upgraded services by addressing workflow gaps.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Technical Coordinator
Verizon
01.2012 - 01.2015
- - Acted as escalation point for technical issues for Tier-2 issues; streamlined handoffs between technical and service teams.
- - Ensured SLA adherence and facilitated resolution processes for high-value accounts, contributing to customer satisfaction.
- Coordinated cross-functional teams to enhance project delivery timelines and streamline operations.
- Developed and maintained technical documentation to support system installations and upgrades.
- Managed deployment of software updates, ensuring minimal disruption to services and user experience.
Customer Service Specialist
Verizon
Elgin, SC
01.2011 - 01.2015
- - Provided high-volume customer support, ensuring accuracy in billing and streamlining processes.
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
- Streamlined processes for handling billing queries, enhancing overall customer satisfaction.
- Collaborated with cross-functional teams to improve service delivery and operational efficiency.
Education
M.S. - Information Systems
Strayer University
Columbia01-2015
M.B.A. - Business Administration and Management
Strayer University
Columbia01-2013
B.S. - Mathematics
South Carolina State University
Orangeburg01-2001
Skills
- Project management
- Operational program management
- Project planning
- Project development
- Project scheduling
- Process improvement
- Performance metrics
- Workforce management
- Change implementation
- Risk management
- Budget monitoring
- Workforce optimization
- Vendor & stakeholder coordination
- Training & adoption enablement
- MS Office (Excel, PowerPoint, Word, Outlook)
- EWorkforce Management
- Geospatial analysis
- Performance tracking
- Billing software
- Workflow automation
- Operational metrics
- SMART
- Project strategy
- PRISM/DOCK/CARL/CWS
- TNI
Recognition
Spectrum Superstar Winner, 2020
Timeline
Project Manager
Spectrum/Charter Communications
01.2022 - Current
Service Recovery & Compliance Representative II (PM/Coordinator focus)
Spectrum/Charter
01.2015 - 01.2022
Regional Telesales Support Desk
Time Warner Cable
01.2014 - 01.2015
Technical Coordinator
Verizon
01.2012 - 01.2015
Customer Service Specialist
Verizon
01.2011 - 01.2015
B.S. - Mathematics
South Carolina State University
M.B.A. - Business Administration and Management
Strayer University
M.S. - Information Systems
Strayer University