Customer Service Project Manager
Resume:
Charity C. Tolefree
Los Angeles, CA 90017
***.***@*****.***
OBJECTIVE
To ascertain a strategically aligned technically/customer focused position
that will allow me
to continually provide and exhibit proficiency in serving internal and
external clients with
quality and excellence.
EMPLOYMENT HISTORY
Project Manager I
The Coca-Cola Company
Developmental Assignment
08/16/2010 - 01/31/2011
. Responsible for project execution and all related projects nationally
for (Coca-Cola Zero implementation) matters are corresponded primarily
to the customers, business partners and company associates with
various information systems (e.g., KO Systems, FedEx or UPS databases)
. Obtain the project number and information from tool pouch via Team
Manager and collaborate with Customer Operations Managers (COM)
regarding project planning checklist to finalize project plans and
determine the correct work order type/trouble code for proper work
order generation and research data
. Communicate to all stakeholders to ensure that each project's
notification documents are sent out and that all of the supporting
documents are posted on the Coke Channel
. Process all activities that are scheduled within agreed timelines and
ensure that the Project Installation Coordinators have accurately
entered the equipment and documents requested
. Handle and resolve outlet issues that will pose account project delays
and make sure that Company associates and all stakeholders are always
aware of the delay issues that will prevent project execution
. Ensure that all communication with company associates and stakeholders
involved, do receive Company-approved documentation and maintain
consistency and accuracy
. Finally, ensure that after each project has ended that the COM and
stakeholders are provided with the Project Summary and a detailed Cost
reports and maintained ME (Meeting and Exceeding) project duties.
Project Install Coordinator
The Coca-Cola Company
Developmental Assignment
03/17/2008 - 04/10/2009
. During the onset of the project for Combined Beverage Business (CBB),
I was afforded the opportunity to provide assistance to the Chick-Fil-
A project team as a liaison in daily assignment distribution to
contract employees for Fountain Operations Project Manager II
Jacqueline Gordon
. Provided assistance to Team Manager Lisa Jelks also with assignment
distribution to contract employees and on several occasions when
McOPMS were out, responsible for providing assistance in their role as
a backup when they were out due to vacation, etc.
. Working closely with McDonald's Operations Project Managers (McOPMs)
to coordinate beverage and equipment surveys, installations, and
customer communications for multiple activities for each restaurant
. Provided impeccable service to multiple parties including customers,
clients, owner/operators, service providers, general contractors, etc.
. Partnered with McOPMs, MCS managers, McDonald's Operations Managers
(McOMs), CBB project members, teammates, and stakeholders with
execution of the largest McDonald's operational initiative in over a
decade
. Enhance personal skill set to increase operating effectiveness and
enhance professional development
Customer Operations Associate II/Customer Service Specialist:
The Coca-Cola Company
1/2002 - 11/2012
. Process Basis Online for Sales and Service (BOSS) for Canada bottle
can and service issues
. Pilot group lead for all new projects and services in Order
Management, providing input to our
management regarding the effectiveness of processes and systems and assist
with coaching
and provide feedback to Authorized Department Trainers as to associates
progress with their
call quality.
. Prioritizes customer and service agent requests and makes decisions
regarding the escalation
of issues based upon the urgency of the situation and provide resolution to
ensure quality
adhered to for nationwide dispatching procedures.
. Led cross-functional teams with matrix organizations to define,
develop and implement
new business initiatives.
. Actively communicate with service agents and bottlers to service the
needs of the
customers, including all pertinent customer and equipment information.
Identifies possible
areas of service failure and takes proactive steps to avoid and resolve
future issues.
. Serves as the in-house Chain Account point-of-contact for all non-
fountain service
information and requests, managing customer requests and building
relationships with the customer. These customers will be aligned to
specific Customer Service Specialists based
upon their Chain Account. Serves as primary point of contact for service
agents contracted
to handle all non-fountain service requests.
. Responds immediately to changes in volume from various CCC groups and
alters
activities accordingly to meet changing customer needs for both internal
and external customers.
Customer Service Representative I:
The Coca-Cola Company
4/2000 - 12/2001
. Responsible for inbound customer order management and retrieval of
documented
repair services rendered on various beverage equipment, along with
provisions for
parts, syrup, establishment of new service, decisive call escalation
processing, service
and continual in-house technical support for customers in the United States
and
Canada. Assist with the training and development of new customer
service representatives and offering positive solutions to any negativity
that has
developed in their training process towards excellence.
. Ranked 10th in overall KBI performance out of 64 associates.
. Overall monitoring score for the year was 99.1 %( ME).
. Meet and exceeds(ME) performer in all KBI areas with the exception of
my send rate a (CE) rating.
. Recognized for Superior Customer Service 2001, commended
as CSR of the month in August on the team for great attention to detail and
strong
commitment to teamwork, on the Performance Always Honor Roll
for 5 months.
. Recognized in May by Quality Circle Team as being the top performer on
the team.
. Effectively communicate with customers to obtain pertinent account
information
and their request to determine proper call coding, documentation and
routing.
. Research account call history and use applicable resources/tools to
problem-solve
and make appropriate decisions to meet customer's needs and resolve issues.
EDUCATION
DeVry Institute of Technology
Atlanta, Georgia
Graduated: Electronics Technology
College of Southern California
Los Angeles, California
Graduated: Property and Casualty Insurance Certificate
COCA-COLA UNIVERSITY TRAINING/CERTIFICATE
. Operational Excellence: Project Management
. Basic/Advanced Customer Math
. Multicultural Customer Competency (MC2)
. Planning for Market Success
TECHNICAL KNOWLEDGE, SKILLS & ABILITIES
. Business Activity Processes: Professionally process customer service
and installation testing
for globally international beverage supplier, provide proficient customer
excellence and follow-up procedural etiquette along with problem resolution
in Customer Service Operations. In addition, provide continual support and
assistance to team members with training on present, past and future
responsibilities that will enhance the development of processes and
procedural improvements. Also call quality measured and utilized via NICE
to demonstration call quality and proficiency to our clients both internal
and external.
. Leadership: Responsible for daily assistance as Floor Operations
Supervisor (FOS) backup for Customer Service Operations (CSO)
department and this includes, but is not limited to assisting Inbound
associates with call resolution, escalations and how to proficiently
process calls that require leadership skills and strong communication
techniques. In addition, the ability to handle clients both internal
and external that also require support and assistance in regards to
departmental processes and procedure that will subsequently ensure
that business needs and our clients are serviced.
. Customer Care: Working knowledge of software and system processes and
procedures for CCC.
. Software applications: Knowledge and use of technical software
applications for company structural dynamics, Central Service, Basis
Online for Sales and Service (BOSS), SAP architectural assistance
during development, JD Edwards, Service Source, Quick base, VLOOK,
NICE Perform, SharePoint information sites: FREESTYLE, Customer
Service Specialists, McDonald's and Sales and Support
. Financial Processes and Training: Accounting principles through
educational resources and the ability to organize and prioritize with
emphasis to details. In addition, utilization of service billing
training completion for finance information for customer and contract
account information.
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