Laura Hackworth

Experience

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  Van Meter Insurance Group

  Mar 2013 - Jan 2014

  Intern

  During my internship, I gained valuable hands-on experience in customer service by efficiently servicing customers both over the phone and in person. This involved addressing their needs promptly and courteously while maintaining a professional demeanor at all times. Additionally, I assisted with various office tasks, including making copies and handling fax transmissions, contributing to the smooth operation of daily administrative functions. Throughout my internship, I consistently upheld high standards of service, ensuring that every interaction reflected positively on the organization. Furthermore, I utilized my proficiency in Microsoft Excel and Word to provide support in tasks requiring data analysis and document processing, demonstrating versatility and adaptability in fulfilling the responsibilities assigned to me. Overall, my internship provided me with practical skills and insights into customer service and office operations, setting a strong foundation for my professional growth and development. Show less

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  AT&T Autherized Retailer

  Dec 2014 - Nov 2015

  Sales Representative

  In my customer-facing role, I consistently provided exceptional service by warmly greeting customers in a professional and timely manner, whether in person or over the phone, and efficiently addressing their inquiries. By maintaining a comprehensive understanding of our product offerings, pricing plans, promotions, and service features, I maximized transactions by effectively upselling and cross-selling to meet customer needs. Handling all administrative aspects of sales, I ensured seamless transactions by completing customer contracts and warranties, managing inventory, processing payments, and filing orders accurately. My dedication and performance were reflected in consistently meeting and often exceeding the goals set by management. Notably, my exceptional sales performance earned me the title of Top Seller of the Month for Northeast Kentucky in June 2015, highlighting my commitment to excellence and customer satisfaction. Show less

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  AT&T

  Nov 2015 - Sept 2021

  In a critical role aimed at optimizing operational efficiency for a newly acquired account, I spearheaded the implementation of streamlined processes and procedures across Billing, Ordering, and Service Management. This initiative was not only about establishing order but also about ensuring a foundation for measurable success, which I achieved by meticulously analyzing data to unearth key metrics and trends that informed our strategic direction. My responsibilities expanded to encompass project management for network orders and the implementation of the infrastructure for the State of South Carolina's data network, a task that demanded precision and strategic foresight. The scope of my project management duties further extended to overseeing all data ordering and project coordination for a substantial $30 million account, ensuring that every facet of the project aligned with our high standards and client expectations. A critical part of my role involved escalating and prioritizing orders to significantly reduce delivery times, achieving a milestone by cutting interval days in half, thus ensuring that all due dates were met with efficiency. Additionally, recognizing the importance of team cohesion and expertise, I took charge of onboarding new team members, ensuring they were well-integrated and aligned with our operational goals and methodologies, thereby bolstering our collective capacity to deliver exceptional service and project outcomes. Show less In my role, I took the lead on managing network orders and overseeing the implementation of infrastructure for the Kentucky state network, a project that demanded meticulous attention to detail and robust project management skills. As a team lead, I directed a dedicated team of two associates, ensuring that all orders and projects were executed efficiently and effectively. One of my key achievements was designing and executing a streamlined process for VOIP ordering, benefiting approximately 2,000 state agencies. This process not only optimized operations but also significantly enhanced service delivery across the board. Furthermore, I spearheaded a transformation project that encompassed over 390 sites, successfully introducing updated ethernet technology. This project was not just about technological upgrade—it also generated approximately $17M in revenue, marking a significant financial success for the initiative. Throughout these projects, I maintained a keen focus on escalating and prioritizing orders to ensure that due dates were met consistently. My ability to cut through the complexity and drive projects to completion on time was a testament to my project management acumen and my dedication to achieving set objectives. Show less I successfully implemented orders for Hosted Voice and IP Flex services, catering to the diverse needs of multiple state agencies and the Kentucky Department of Education (KDE), showcasing my ability to manage and execute complex telecommunications projects. My responsibilities extended beyond implementation; I also took the lead in designing and delivering Executive Stewardship presentation slides for key stakeholders at the Kentucky Department of Education and the Commonwealth Office of Technology. Leading these meetings, I effectively communicated project statuses, milestones, and strategic plans, ensuring all parties were aligned and informed. Furthermore, I innovated the billing process by creating and implementing a billing System Identification Number (SID) specifically for contracted products and services. This initiative streamlined billing operations, enhancing the accuracy and efficiency of financial transactions for our services. Through these efforts, I not only contributed to the technological advancement of Kentucky's state agencies and education department but also fostered strong, collaborative relationships with our customers, solidifying our commitment to their success. Show less

  • Service Executive

    Jun 2019 - Sept 2021

  • Specialist- Client Service Project Management

    Jun 2018 - Jun 2019

  • Associate Service Manager

    Nov 2015 - Jun 2018
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  Windstream

  Sept 2021 - Apr 2024

  Project Manager I-OfficeSuite

  In a dynamic and client-focused role, I served as the primary point of contact for new clients, dedicating myself to establishing and nurturing strong, enduring relationships that were foundational to our mutual success. My responsibilities extended to leading cross-functional teams in the meticulous planning and execution of OfficeSuite projects, a role in which I ensured strict alignment with our broader organizational goals. This leadership involved the development of detailed project plans and schedules, always with a vigilant eye on maintaining the integrity of the project's scope and objectives. Throughout each project's lifecycle, I actively monitored progress, adeptly identifying potential risks before they could become issues and implementing effective mitigation strategies to safeguard the project's trajectory towards successful completion. Communication was a cornerstone of my approach, facilitating clear and continuous dialogue between team members and customers to ensure a level of project transparency that fostered trust and collaboration. Following the culmination of projects, I led post-project reviews with a critical eye, analyzing outcomes to pinpoint areas for improvement. This reflective practice allowed us to distill valuable lessons learned, which were then thoughtfully implemented in subsequent projects to drive continuous improvement and excellence in our project delivery. Show less

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  Insight Global

  Jul 2024 - now

  Client Support Specialist

  Working with Insight Global to provide service to the State of Texas account through AT&T