Summary
Overview
Work History
Education
Skills
Certification
Timeline
Professional Development
Generic

Laura Short

Summary

Results-driven and versatile professional with a proven track record of driving operational success and a steadfast commitment to excellence. Expertise in building customer trust through ownership, integrity, and a proactive 'the buck stops here' mentality. Extensive experience in client service management, project management, and account management, complemented by skills in strategic planning and problem-solving. Recognized for a collaborative approach, results-oriented mindset, and consistent delivery on commitments.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Service Manager

Verizon Canada / HCLTech for Verizon
01.2018 - 01.2025
  • Managed key client accounts, developing strong relationships, resulting in improved contract retention rates and driving revenue growth.
  • Collaborated with cross-functional teams to ensure alignment on deliverables, enhance service delivery and improve customer satisfaction.
  • Facilitated regular business reviews with key stakeholders to assess performance, gather feedback and address challenges.
  • Promptly addressed customer escalations, providing resolutions that met or exceeded client expectations.
  • Led cross-functional project and delivery teams to ensure deliverables met client needs and timelines.
  • Managed risk assessments, identifying potential issues and implementing mitigation strategies promptly.
  • Successfully managed multiple projects simultaneously, prioritizing tasks to meet deadlines without compromising quality or customer satisfaction.
  • Provided technical and operational direction throughout project lifecycle, ensuring timely delivery, clear next steps and minimal disruptions.
  • Coached team members, fostering professional growth and knowledge sharing within the team.
  • Collaborated with the sales team on key accounts to ensure client requirements were accurately captured during renewals and change proposals.
  • Continuously updated professional knowledge through participation in training sessions and workshops.

Lifecycle Project Manager

Verizon Canada
01.2008 - 01.2018
  • Developed and maintained strong relationships with key clients to enhance satisfaction and loyalty.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement.
  • Led cross-functional virtual teams to resolve project issues, mitigate risks and deliver complex projects on time.
  • Collaborated with clients, sales and engineering resources to gather requirements and define project objectives.
  • Monitored project progress through performance metrics, adjusting plans as necessary for optimal results.
  • Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
  • Presented regular business reviews with clients to assess performance and adjust strategies accordingly.
  • Developed a custom ordering process for a tailored client solution
  • Demonstrated strong adaptability skills by seamlessly transitioning between different projects and filling various roles as needed within the team.
  • Produced detailed and relevant reports for use in making business decisions.

Technical Escalation Specialist & Support

Verizon Canada
01.2000 - 01.2008
  • Managed complex customer escalations, ensuring timely resolution and customer satisfaction.
  • Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
  • Isolated, diagnosed and resolved technical issues pertaining to Routing, DNS, VPN, CPE and Internet, collaborating as needed to identify root causes of service disruptions.
  • Prepared outage reports and maintenance notifications.
  • Trained and coached junior staff on best practices for customer communication and technical issue resolution.

Education

Honours Bachelor of Arts - Communication Theory

University of Toronto

Skills

  • Relationship building
  • Project management
  • Effective communication
  • Customer service excellence
  • Effective stakeholder engagement
  • Escalation management
  • Coaching individuals
  • Sales assistance
  • Requirements documentation
  • Attention to detail

Certification

  • PMP - Project Management Professional
  • ITIL v3 Foundation Certificate

Timeline

Senior Service Manager

Verizon Canada / HCLTech for Verizon
01.2018 - 01.2025

Lifecycle Project Manager

Verizon Canada
01.2008 - 01.2018

Technical Escalation Specialist & Support

Verizon Canada
01.2000 - 01.2008

Honours Bachelor of Arts - Communication Theory

University of Toronto

Professional Development

  • Data Visualization and Storytelling (Skillsoft)
  • Technical Writer Learning Path (Percipio/Aspire)
  • Process Improvement (Harvard Manage Mentor)
  • Lean Six Sigma (Verizon)
  • Problem Solving (Skillsoft)
  • Data Visualization with Excel (Percipio/Aspire)
  • Sales and Marketing Learning Path (Percipio/Aspire)
  • Meeting Management (Harvard Manage Mentor)
  • Business Continuity (PMI)
  • Reclaiming Conversation: the power of talk in a digital age By Sherry Turkle
  • Range: why generalists triumph in a specialized world By David Epstein

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Laura Short