Customer Service Project Manager
Resume:
NEVA MCDANIEL
Lago Vista, TX. *8645
*************@*****.***
Http://www.LinkedIn.com/in/NevaMcDaniel
SUMMARY
Detail-oriented as a customer service professional with expertise in
analysis, software support, information management, research, project
management, business communications, and scheduling. Strong organizational
and planning skills, that is demonstrated with successful communication and
liaising across all department levels doing different types of business
projects, along with discretely handling confidential information, and
managing multiple priorities. Effectively works independently or with a
team in any type of office environment.
Customer Service / Training Project Planning
Research Analysis Process Improvement
Business Writing / Document Creation Troubleshooting Skills
Database Management System Analysis
Microsoft Office Lotus Suite
Customer Service Management Software Web Browsers
PROFESSIONAL EXPERIENCE
World Law Group
Legal Assistance, Austin, TX. - (2013 - Present)
Delivering superior customer service to clients that are dealing with
financial issues. The program is a debt resolution program that includes
legal support. Providing direction to clients on how to work within the
program from start to finish with the goal to be debt free.
. Take inbound client calls and reach out to clients doing outbound
calls and email correspondent to keep them on track with their
program.
. Managed and organized client's directions in the different levels of
the program and what they need to completed in the process of their
goal to get out of debt.
. Manage client relations across all departments within the
organization and to keep all communication up to date and current.
. Processed confidential client paperwork and maintained the
departmental and client schedules.
Isis Clinical Research, LLC
Study Research Coordinator, Austin, TX. - (2012 - 2013)
Delivered administrative support to clinical trials department of 6
employees and provided program development, research, customer service,
logistics, and delivery. Supported staff projects and initiatives,
established and maintained business processes, updated inventory, prepared
business communications, and negotiated vendor contracts.
. Managed all Cedar Allergies Patient Information for private office
such as demographic, all data information for the office was added in
the office system called MOMs.
. Managed and organized patient data that was collected during the
trial, entered all data into the pharmacies databases, while following
all trials protocols and assisting Clinical Research Associate (CRA)
with Data Management Database tools, management tools were Syneract
and Informed.
. Manage PowerPoint presentations and trials documentation, when
necessary revised or updated the trials documentation to include all
clinical trials information needed in order to gather the correct
data.
. Processed confidential Patient paperwork and maintained the
departmental and patient schedules.
. Recruiting patients to participate in the clinical trials,
IBM, International Business Machines
Software Engineer, Austin, TX. - (2006 - 2012)
Delivered high-level technical support to the fortune 500 companies, along
with some small business administrator. Developed business technical
communications, managed schedules for technical group meetings, prioritized
trouble issues, and performed data entry.
. Customer Service focusing on working with outside customer dealing
mostly with Lotus administrators, co-working, management teams,
executive sales, and developers to do problem resolution of software
issues.
. Did customer support via in/out bound calls center, social media chat,
remote access to customers servers and web conferencing for training.
. Tester for installation, configuration, and reported bugs within the
Lotus and other integrated software.
. Technical writing doing FAQ, troubleshooting steps, and administration
process for setting up a domino server, along with writing procedure
and policy for the support center.
. Develop and deliver instructor led training for new software
applications and upgrades within our support team.
. Evaluate training program effectiveness and recommend improvements.
. Developed and documented resolution plan for repairing software
issues.
. Focus was on support for Lotus Domino Servers core group.
. Beta Tester for Customer Service Software interfacing with CCWin
proprietary IBM Software.
Deskside Support Associate, Folsom, CA. - (2000 - 2006)
Persuaded in joining the Deskside Support department to help manage and
contribute my talents to take lead in several different projects with in
this department. Managed company inventory, software and hardware, and
updated customers work system and employee accounts.
. Inventoried, ordered, and distributed hardware and software materials,
office supplies, and equipment to sustain business operations and
managed communications with suppliers.
. Developed business relationships with onsite contract and dealing with
educational program and distributed appropriate materials to
facilitate any business needs for the process of running the
electrical grid.
. Hired, trained, coached, supervised and evaluated administrative
support staff.
. Requisitioned and processed orders for supplies and services.
. Tracked and entered software and hardware inventory and all technical
service billing data into different system using the correct coding
protocol.
. Coordinated outreach initiatives to provide large building moves,
scheduled monthly program team update meetings with the facility
department to keep an open line of communication during these time
sensitive moves.
. Responsible for screen, interviewing, and hiring with the whole
support center.
. Established appointment profile system to schedule session meeting
with clients.
. Develop and deliver instructor led for groups and one on one training
for new software application.
. Project Manager for refurbishing hardware and software.
Call Center Manager, Folsom, CA. - (1998 - 2000)
Started my journey with IBM managing a small 5 seat call center that was
located on a onsite contract to support the California Electrical Grid.
This position help demonstrate the ability in planning and implementing
programs that align employee development and productivity with both onsite
and outsource company goals. This built a bridge between IBM and CAISO for
an exceptional relationship. Known for ability to assess and resolve a wide
range of technical support issue within the dynamic of a small support
center. It became a world class team and highly respected with in the
business units.
. Responsible for screening, interviewing, and hiring for the whole
support center.
. Data management and filing document for IBM and the onsite customer
. Managed scheduling for the help desk, along with on call process due
to the onsite company was a 24/7
. Responsible for all billing for services and recorded those services
in the IBM business tool
. Did admiration, data entry, and other duties for the project
management team onsite.
. Participated in the training concerning the help desk personal that I
managed.
NetComm Online Communication
Technical Team Lead, San Jose, CA. - (1996-1998)
. Team Lead - Customer Service / Technical Support - Customer Accounts
. Development / Implementation of Call Center Escalation Procedures
. Other administration duties for first line management
. Managed a Sixty-Five (65) Seat Support Center
. Created the support center schedule
. Testing software and hardware
Hewlett Packard
Inbound Technical Customer Service Sales, Sunnyvale, CA. - 1996
. Account Sales manager for varies size business dealing with proposal
and hardware contracts.
. Helped customer with configuring network system using company
products.
. Put together servers and workstation proposal for customer..
. Proposal and contracts on commercial size peripheral products for
varies size business.
EDUCATION
University of Phoenix, Sacramento, CA. 1999 - 2002
Major: Bachelor of Science, Information Technology in Web
Tacoma Community College, Tacoma, WA. 1990 - 1994
Major: Associate in Applied Science, Information Management Systems
Minor: Associate of Arts and Science
CERTIFICATES / ACHIEVEMENTS
IBM Certified Advanced System Administrator - Lotus Notes and Domino 8
IBM Certified Advanced System Administrator - Lotus Notes and Domino 6/7
Lotus-Sphere Project - Called Video Fest.
A Convention involving Business Partners, Technical Personal and IBM
Software Groups. The project was for everyone to create a How-To and
troubleshooting Instructional Videos for Administrators, Consultants and
the Technical Support Communities. Then these Videos were display at the
convention for everyone to enjoy.
Lotus Product Community Project.
An Open Mic Community Project to demonstrate Lotus Products via online
meeting. We took different parts of the Lotus Suite and did demonstration's
and questions and answer session at the end.
Workstation Refresh Project received an award for project completion under
budget and time restraints and saving the business California ISO and IBM
over $50,000.
Outstanding Leadership Award for Windows 2000 Professional Migration
Project for upgrading over 900 workstations.
Won an Award for a new standardized process for The Escalation Path that
was implemented to all the support team and Customer Service department to
use with all customers.
Contact this candidate