DeJean Levenberry

** ***** **.

Sterling, VA ****5

703-***-****

acccy5@r.postjobfree.com

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SUMMARY

Conscientious professional with 12 years of experience managing teams and projects. Proven analytical,

operational, and communication abilities. Possess exceptional organizational skills, strong work ethic, positive

attitude, and meticulous problem resolution skills.

EDUCATION

Bachelor of Science Degree, Liberty University: Business Marketing

EXPERIENCE

Xerox Business Services (Contract with Fannie Mae)

Manager

May 2013 – December 2013

• Managed a team of 6-10 consultants responsible for handling initial mortgage and homeownership

inquiries.

• Decreased contract service level agreement call abandonment rate from 5% to 2%.

• Directed day to day event/meeting coordination by staff to provide a more targeted approach to

identifying the needs of the client.

• Mentored employees on techniques to handle conflict resolution matters without escalation, which over

time reduced average handle times.

• Produced daily metric reports and weekly project reports that informed senior management and enabled

the team to reduce error rates by 4%.

• Served as a liaison between the company and the client that led to improved communication and

information sharing.

• Enhanced communication and efficiency levels between staff representatives and audio/visual

technicians making troubleshooting easier.

• Developed a demand management process that ensured proper staffing mix across multiple projects.

Real Networks

Lead Content Analyst

June 2006 – December 2012

• Managed and directed production team of 5 employees tasked with testing multimedia applications in

staging and production platforms.

• Engaged in marketing campaigns to provide best methods of product placement for musical content to

expand visibility featured artists.

• Controlled the implementation process of musical content and artist imagery for a portfolio of music

content service providers. .

• Delegated roles and responsibilities to production team to provide guidance and direction for best

practices of job completion.

• Monitored employee performances to ensure service level agreements were met and surpassed.

• Ran the content ingestion process of music files for Business to Business (B2B) review and Business to

Consumer (B2C) purchasing.

• Collaborated with software engineers and developers for test case planning methods.

Genesys Conferencing

Operations Lead

June 2000 – June 2006

• Managed team of four conference operators.

• Conducted panel interviews for prospective new hires to assemble the best assets to complete the job.

• Trained and mentored new hires on conference operator responsibilities in preparation for client

interaction.

• Prioritized and delegated tasks in a time sensitive environment to stream line the time between contact

from client and delivery of service.

• Conducted weekly monitoring sessions with employees to enhance customer service skills and the client

experience.

• Developed rapport with client base via continual interactions and understanding service quality from

their perspective.

SKILLS

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Project Management Risk Management

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Human Capital Strategy Adobe Photoshop & Illustrator

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Training and Development Issue and Bug Tracking (JIRA)

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Business Process Management Working with 3rd party liaisons

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Quality Assurance Maintaining client relationships

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Microsoft Office Software Testing

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Content Management Systems Microsoft Project and SharePoint

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