Customer Service Project

Cedric A. Ross

**** ******** ****, ********* ** 817-***-**** *********@*****.***

PREMIER PURCHASING DIRECTOR

Driving service excellence through strategic execution

Manager with 15 years experience in Project Management, Customer Service,

and Telecommunications administration. Extensive knowledge of business

processes, customer/account management, as well as technical experience.

Utilizes experience along with communication, leadership, and interpersonal

skills to exceed goals.

1 CORE COMPETENCIES

Project Management Report Presentation

Negotiations

Customer Service Scheduling

Purchasing

Customer/Vendor Relations Inventory Management Professional

Presentations

3 EMPLOYMENT HISTORY

ICS Jail Supplies Inc.

Asst. Director of Purchasing

(Dec. 2010 to Present)

. Created a 10% increase in profit margin through improving the value-to-

price relationship.

. Successfully reduced the Total Cost of Ownership by evaluating

customer contract needs, market trends, and organizational objects.

. Managed project to upgrade purchasing and integrate the organization

to an ERP system.

. Sourced and negotiated profitable import buys from Asia and Central

America.

. Successfully managed project to obtain a statewide contract and

upgrade existing federal contract.

. Designed and developed a critical part included in the development and

manufacture of a new product.

Technology for Education

Project Coordinator

(Apr. 2010 to Aug. 2010)

. Managed VoIP, physical security, and network projects to completion

through all aspects, including:

. Successfully completing multiple multi-million dollar public school

projects 100% on-time during the three month summer window

. Locating and coordinating all technical submittals.

. Initiating new internal hand-off calls to begin and drive projects

successfully.

. Resolved change orders and invoice discrepancies to create 100%

accurate pay applications.

. Successfully coordinated insurance and bonding contracts for last

minute projects.

VERIZON, Dallas, Texas, Metro Area

1998-2009

International Service Coordinator, Verizon Business

(Nov. 2008 to Jul. 2009)

. Upgraded technology for all of Europe, including Russia and Turkey.

Managed project to completion, despite critical challenges, including:

. Identifying critical customer-provided information being absent,

resulting in a 50% order slow-down.

. Successfully creating new processes/procedures to correct this issue,

so that current orders could be processed and new ones would not be

bottlenecked in the system.

. Continued with the overall project, completing it on time and within

budget.

. Achieved 97% overall order accuracy on all projects by increasing staff

process understanding through individual training.

Product Delivery Manager, Verizon Business, (Apr.

2006 to Nov. 2008)

. Managed project to upgrade network of major banking institution. Resolved

critical communication issues between the customer and the groups

performing the physical work. Reviewed the process and brought parties

together to resolve the scheduling issues. Improved project installations

to 98% on-time completion and received recognition from the customer and

executive management.

. Assisted coworker with overwhelming volume of locations for a project

involving a major gasoline retailer. Created a schedule based on customer

requirements and total order volume. Scheduled 20% of successful

activations during the customer off hours.

. Joined account team to resolve a disconnect between the account team and

the customer. Established weekly conference calls to reconcile procedures

of a new internal organization with the unique customer service

requirements of the customer.

Premier Service Manager, Verizon Enterprise Solutions Group

(Apr. 2004 to Apr. 2006)

. Created separate hierarchies in the customer portal application to allow

a healthcare customer to efficiently manage individual locations in the

state of Virginia under one account.

. Facilitated onsite training for all of the telecommunication managers

statewide.

. Monitored customer account and assured accuracy of records on a

monthly basis.

. Assisted customers in providing back-up emergency network services during

Hurricanes.

. Supported procedures to transfer hospital communications to inland

facilities during Hurricane Rita.

. Provided support for transferring airline networks during Hurricane

Rita and other storm events.

. Upgraded all of the lottery terminals in the state of Delaware. Managed

project to completion including resolving issues with orders and existing

service:

. Discovered that proprietary equipment had been placed in the wrong

location, resulting in order slow-down and failures with existing

service. Also determined customer equipment was the cause of 60% of

the issues.

. Developed and implemented action plan to perform customer equipment

checks and place the proprietary equipment in the correct location at

each site.

Verizon Long Distance

Toll Free Services Coordinator/ System Maintenance Engineer

(Jan. 2002 to Apr. 2004)

. Managed the afterhours data files and transfer of Toll Free records and

orders.

. Recovered missing data for department processing to ensure that 100% of

the orders were processed accurately and within the lead times.

Verizon Enterprise Solutions Group

Order Entry Representative

(Oct. 1998 to Jan. 2002)

Managed initiation of project orders to upgrade network services at bank

branches throughout Florida. Completed the beginning phase of the project

with 100% accuracy.

UNISOURCE

Buyer

(May 1998 to Aug. 1998)

Exceeded 95% of inventory objectives when purchasing food packaging

products for the company's southwest

Region. Achieved inventory results through proactive marketing and vendor

research, then providing the results to the sales team.

MICHAELS ARTS & CRAFTS

Replenishment Analyst

(May 1996 to May 1998)

Managed distribution of retail Arts & Crafts magazine and provided

inventory support to Marketing. Determined print and distribution

quantities for retail locations nationwide.

4 Education

M.A. Organizational Management, University of Phoenix

2000-2002

B.A. Political Science, University of Texas at Arlington

1987-1990

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