Kim Thompson

Dynamic and results-oriented Service Delivery Manger with 15+ years of experience leading high-performing support teams in telecom environments. Skilled at scaling operations, enhancing customer experience (CX) and driving process improvement through data insights and team collaborations. Expertise includes managing distributed teams, optimizing tickets workflows, and ensuring SLA/KPI compliance across global operations.Proven success with Fortune 500 clients and complex project delivery in fast-paced, service-oriented organizations.

Experienced Technical Operations and Service Delivery Leader with a proven track record managing global provisioning teams and driving operational excellence across Latin America. Most recently served as a Manager at HCL Technologies, overseeing Verizon’s Global Provisioning operations for the LATAM region. In this role, I led a high-performing team responsible for technical validation, telecom provisioning, and circuit design—ensuring the seamless expansion and maintenance of Verizon’s global network infrastructure.

With over 20 years of progressive experience at Verizon, I’ve held multiple leadership positions spanning service delivery, project management, and network operations. I served as a Project Manager and Team Lead for the LATAM Service Delivery group, where I provided strategic direction, optimized delivery speed, and improved service quality. Earlier in my career, I worked as a Telco Provisioner, where I led a major decommissioning initiative that resulted in over $2 million in monthly cost savings.

As a subject matter expert in LATAM internet products and network provisioning, I’ve built a reputation for technical excellence, team leadership, and delivering results in high-pressure environments. I’m passionate about driving process improvement, fostering team growth, and ensuring a first-class customer experience across global enterprise and wholesale markets.

AREAS OF EXPERTISE

• Remote Team Leadership & Coaching
• End-to-End Service Delivery
• SLA & KPI Performance Tracking
• Customer Experience (CX) Optimization
• Ticketing Workflow & Escalation Management
• Process Improvement & Automation
• Knowledge Base Development
• Training, Onboarding & Team Development
• Cross-functional Collaboration (Product, OPS, Engineering)
• Reporting, Analytics & Data-Driven insights

HCL Tech US, Cary, NC

Manager Latin America Service Delivery - Verizon Customer

Nov 2023 – May 2025

Led a global team across 4 countries responsible for provisioning, production support, and order management. Aligned service operations with customer goals, drove performance improvements and built strong stakeholder relationships.

• Oversaw day-to-day queue management, escalations, and SLA tracking to ensure consistent support across LATAM.
• Conducted regular syncs, performance reviews, and one-on-one coaching to maintain team engagement and performance.
• Improved new hire training and reduced ramp-up time by 30% through process documentation and internal knowledge sharing.
• Collaborated with engineering and operations to resolve recurring technical issues and enhance support workflows.
• Utilized reporting tools and dashboards to analyze metrics and drive continuous improvements.

Manager Latin America Service Delivery

Jun 2014 – Nov 2023

Built and managed high preforming team of skilled professionals, leveraging training, mentoring and recognitions to facilitate effective collaboration and consistently above performances. Oversaw complex project for Fortune 500 clients such as Bayer, PepsiCo and P&G

• Championed automation and process streamlining initiatives that increased support capacity and improved customer response times. 
• Developed a centralized knowledge base that improved consistency and onboarding effectiveness.
• Held weekly huddles, created performance plans, and implemented accountability-driven coaching practices.
• Collaborated with Product and Ops to escalate bugs and align service delivery and product updates.
• Managed large-scale client transitions including TDM to Ethernet migrations and SD-WAN rollouts.

Team Lead/Project Manager, Service Delivery and Assurance

Jun 2007 – Jun 2014

Served as a subject matter expert for LATAM internet products and led larger-scale platform migration projects resulting in $3M+ savings. Supported a 13+ member team on escalations, workload balancing and project delivery.

• Led project execution, balancing scope, timelines, and cost while meeting contact deliverables.
• Drove analytics-based prioritization of tasks, improving operational efficiency by 20%.
• Mentored and developed team members to consistently improve KPIs and service metrics.
• Conducted root cause analysis on recurring issues and facilities resolution planning.
• Conducted governance reviews with client stakeholders and internal teams post incident to ensure alignment.

Provisioner, Global Operation Excellence Service - MCI/WorldCom, Cary, NC

New Dealer Desk Representative - Merisel, Cary, NC

Bachelor of Science (BS), Japanese Studies International Business & Computer Science 

Salem-Teikyo University, Salem, WV