Project Manager Customer Service

Steve Lemus

**** * **** ** ****: 209-***-****

Atwater, CA 95301 ***********@*****.***

Summary

Excelled in leading meetings, organizing conference calls, analyzing issues, performing root cause

analysis, implement change, exceed targets and drive organizational results. Qualified Customer Service

Manager offering a record of successful job performance, proven problem solving ability and experience

developing and implementing innovative solutions. Maintained a high level of professionalism, patience

and efficiency to minimize customer dissatisfaction and increase customer loyalty. Project Manager with

more than 11 years of experience planning, developing and implementing call center methods and

processes while utilizing in-depth knowledge of Six Sigma methodologies. Employed root cause analysis

to identify issues and develop process improvements that lead to company-wide savings.

Highlights

• Client relations specialist • Microsoft Suite software proficiency

• Conflict resolution techniques • Talent development

• Marketing savvy • Focused on customer satisfaction

• Team management • Meticulous attention to detail

• Focused on customer satisfaction • Call center management experience

• Skilled multi-tasker • Service solutions expert

• Training and development • Dedicated to process improvement

• Deadline-oriented • Telecommunications knowledge

Accomplishments

Played an instrumental role in increasing customer satisfaction ratings index by 3.34% within the year as

Customer Service Manager. Improved customer retention by analyzing and implementing new streamlined

processes. Reduced technical escalations to management by 5% to only 2 per day.

Research

• Investigated and analyzed client complaints to identify and resolve issues.

Project Planning

• Provided project controls, cost estimation, and other business support services to technical line

management.

Training

• Responsible for providing vision and guidance to the Business Call Center employees, training them

on sufficient customer relations and procedures.

• Handled customers effectively by identifying needs, quickly gaining trust, approaching complex

situations and resolving problems to maximize efficiency.

Research

• Investigated and analyzed client complaints to identify and resolve issues.

Administration

• Performed administration tasks such as filing, developing spreadsheets, faxing reports,

photocopying collateral and scanning documents for inter-departmental use.

Training

• Successfully trained staff in all office systems and databases, policies and procedures while

focusing on minimizing errors and generating superior results.

Experience

AT&T Telecommunications December 1980 to September 2012

Project Manager (various jobs throughout my career)

San Ramon, CA

Assisted in implementation of operations, maintenance and capital programs. Identified "bottlenecks" and

implemented new and improved processes and policies.Led cross-functional teams to analyze and

understand the operational impacts and opportunities of technology changes.Developed metrics used to

determine inefficiencies and areas for improvement.Documented process flows and developed requirements

for functional improvements and enhancements. Conducted activity-based analysis of business processes

and made recommendations based on the findings.Boosted company efficiency and customer satisfaction

by streamlining processes deemed inefficient.Attended Lean Six Sigma and Rapid Improvement Events to

identify optimal streamlines.Documented process flows and developed requirements for functional

improvements and enhancements.Coached and mentored 13 staff members by offering constructive

feedback and taking interest in their long-term career growth.Worked as a team member performing cashier

duties, product assistance and cleaning.Worked with external collection agencies to resolve customers

account/credit discrepancies.Reconciled phone center store receipts to bank statements.

Education

Oak Grove High 1971

High School Diploma

San Jose, CA, USA

National University

Finance/Business Administration

Stockton, CA, USA

10 units short of completing

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