Customer Service Project Manager

KRISTIN PARSONS

**** ******** *** ******, ******** 80134 ***************@*******.*** 720-***-****

QUALIFICATIONS SUMMARY

Flexible, mature, and highly personable Customer Service Professional with over 14 of experience in account management, sales and order processing, and post-sales support.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Expertise in resolving escalated customer service issues.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft Outlook®) as well as Intuit QuickBooks®, Arts & Letters® and Adobe Photoshop®.

PROFESSIONAL EXPERIENCE

BABIES ‘N BELLS – Parker, Colorado 2004 to 2007

Owner, Babies ‘n Bells

Owned and operated a custom printing franchise.

Responsible for all aspects of running a business including; budgeting, payroll, taxes, inventory, vendor management, marketing, site selection, production and customer service.

Responsible for customer service functions including; working with customers to design custom printing orders, post sales problem solving and relationship building.

Generated significant repeat business through exemplary customer service.

Responsible for answering customer queries, problem solving and providing detailed information on new products via phone, email and online chat.

Provided support to the parent organization to ensure outstanding customer service.

Extensive use of several computer software applications including; on-line tracking system, Microsoft Word, Microsoft Excel, Microsoft Outlook, Intuit QuickBooks, Internet Explorer, Arts & Letters and Adobe Photoshop.

Assisted the parent organization in the development of new policies and procedures as well as training new customer service representatives

TALISMAN PARTNERS – Englewood, Colorado 1998 to 2000

Environmental Project Engineer/Manager

Provided training to customers to help them reduce cleanup costs through more effective and efficient cost management, contracting, and use of technology.

Responsible for working with clients to define system requirements and customization needs, communicating these requirements to software development staff, testing, validation and implementation.

Engineering design, testing, and help-line support for environmental cost estimating software

Responsible for developing marketing strategies, preparing marketing and sales information, and performing technical marketing and sales. Also responsible for follow-up to amass testimonials and recommended future process changes.

Conducted environmental cost estimating training

Prepared environmental newsletters, brochures, and other marketing/business development materials and kept the environmental portion of the company web site current

DELTA RESEARCH CORP – Niceville, Florida 1995 to 1998

Environmental Engineer/Project Manager

Project Manager for the planning, development, and implementation of an automated hazardous waste tracking and management, document management, and financial tracking system for Air National Guard (ANG).

Responsible for sales, order fulfillment and customer service issues for the RACER environmental cost estimating software.

Project Manager for the performance measurement study of the Air Combat Command (ACC) Accelerated Cleanup Program (ACP). Objectives were to track the implementation, determine if ACP saves time and money, and quantify savings. Reviewed environmental cleanup data, formulated measurement metrics, prepared final report, and ensured client requirements were met.

Designed and developed an Environmental brochure and kept the environmental web page updated in support of future marketing/business development.

RUST ENVIRONMENT & INFRASTRUCTURE – Fort Walton Beach, Florida 1994 to 1995

Field QA/QC Officer

Performed audits to ensure compliance with Work Plans and client requirements

Tracked the status of all field and analytical activities; coordinating data tracking and entry

Procuring subcontractors for field activities

BLACK & VEATCH WASTE SCIENCE – Atlanta, Georgia 1992 to 1994

Civil/Environmental Engineer

Provided technical and management expertise in the planning and implementation of a variety of environmental projects

Coordinated extensively with clients, subcontractors, and regulatory agencies to ensure requirements were met

Supervised/coordinated field investigations

Prepared cost estimates and proposals

ENVIRONMENTAL SCIENCE & ENGINEERING – Gainesville, Florida 1988 to 1992

Project Engineer

Conducted regulatory compliance assessments

Performed and prepared Phase I environmental audits

Prepared a hazardous materials plans

Conducted site and impact assessments

EDUCATION AND TRAINING

Bachelor of Science in Civil Engineering Auburn University – Auburn, Alabama

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