Customer Service Project Manager

Maurice Lewis, MBA

(***) *** - **** *******.********@*****.***

OBJECTIVE: Highly motivated, self-directed professional who has a passion

for resolving complex problems. 3 years' experience in maintaining a fast-

pace and pivotal role in dynamic information systems environments and 7

years' customer service experience. Proven ability to recognize

opportunities and take proactive measures to capitalize on opportunities

that increase profits margins. Top producer who excels in augmenting sales;

training and managing personnel; projects, product enhancement and

realization, and facilitating customer service efforts. Comfortable working

with people from diverse backgrounds and nationalities. Willing to travel.

Professional Highlights

*Streamlined operation processes and reduced costs by instituting

improvements on the online customer service process

*Served in a consulting capacity in a partnership with learning solutions

managers, implementation project leadership, IT managers, programmers,

configuration/technical team, business process personnel, and end-users.

*Acted as project leader for across-the-board endurance study including

directing design improvement team.

*Headed design and process improvement team for the new organization

project including identifying design problems, improving service from

suppliers.

*Coordinated and implemented new software product design with the SRC

Council team consisting of 7 team members.

EDUCATION:

2013 MBA degree with a Project Management emphasis, City University of

Seattle, Seattle, WA

2007 BA degree in Psychology, Clark Atlanta University, Atlanta, GA

CERTIFICATONS:

. Certified Associate in Project Management (CAPM) through Project

Management Institute(PMI)

TECHNICAL KNOWLEDGE:

MS Project, Project management standards - PMBOK, CRM, SQL, Javascript, MS

Word, Power Point, Excel, Accounting RT System, 10-key operation and 40 WPM

HONORS & REWARDS:

. 2013 Quality Assurance Award (A Place for Mom)

. 2012 Highest Warm Transfer Percentage Award (A Place for Mom)

. 2007 "Excellent Customer Service Award" (CarMax Auto Superstore)

EXPERIENCE:

A Place for Mom: Seattle, WA, Resource Coordinator/ SRC Council Member,

02/2012 - 08/2013

. Assessed customers and build rapport quickly over the phone with a

warm and professional demeanor.

. Gathered functional requirements tools and techniques to improve

networking system in a call center and to mitigate risk involved with

the project.

. Prioritized outstanding defects and system problems, ensuring accuracy

and deadlines were met.

. Determined user/business/functional requirements to increase work

productivity. Created vision, scope, and use case documents, use case

diagrams, activity diagrams.

. Manager of daily team activities and weekly meetings to advance the

work of one or more projects. Plan, document, review requirements and

deliverables.

. Developed prototype of new information processing application.

. Directed new employees and provide ongoing professional guidance and

direction.

. Negotiated with internal and external stakeholders, while meeting

tight deadlines and adapting to daily technical protocol changes.

Macy's Inc: Seattle, WA, Placement Teamster/ Merchandiser, 10/2011 -

02/2012

. Coordinated exciting product presentations that maximized sales and

increases productivity in store

. Thoroughly analyze current season department/ category selling data to

inform future merchandising strategies

. Implemented merchandising plans to achieve performance goals for a

specific merchandise category.

. Maintained inventory accuracy in the retail stores

. Prepared seasonal business plans

Ivymount School: Rockville, MD, 1:1 Assistant Teacher, 07/2008 -

01/2010

. Developed educational material for high school special education

students.

. Recorded and graphed data on excel of student's progress, and

interpreted data and presented info to upper management.

. Facilitated parent-teacher meetings on student's progress with faculty

and parents

. Wrote 6-10 state quarterly reports on student's behavior progress.

. Slotted students for employment opportunities after graduation.

. Trained and supervised students while working at community-based job

sites.

CarMax Auto Superstore: Norcross, GA, Team Lead Cosmetics Detailer,

05/2005 - 07/2007

. Processed incoming vehicle inventory

. Supervised cosmetic team for the graveyard shift

. Oversee and mentor new employees

. Reconditioned used vehicles

. Implemented a 22 point checklist to ensure all vehicles were inspected

at the same degree

. Served as a Team Lead to motivate the cosmetics to increase work

productivity

INTERNSHIP:

Atlas Construction Specialties: Seattle, WA, Project Manager/Accountant,

06/2012 -09/2012

. Reconciled vendor monthly statements, and obtained credit memos, proof

of delivery, and certificates of returned and damaged merchandise

. Managed contract files to provide an audit trail for records

retention, internal audit, IRS

. Addressed third-party vendors ensuring project deliverables were on

track

. Created reporting documents to mitigate risk from internal network

malfunctions

. Processed 100-200 invoices daily

. Processed account receivables/ and account payables

. Balanced monthly statements

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