DeJean Levenberry
Sterling, VA ****5
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