Customer Service Project Manager

Edward Wilson

Home: 253-***-**** ********@*******.*** Cell: 253-***-****

SUMMARY

Project Manager/Coordinator with experience in customer service management.

Proven ability to create and maintain strong client relationships, execute

specific business strategies, effectively manage change, and identify

future business opportunities. Strong knowledge of investments, market

concepts the retirement industry and products. Experience in consulting

with senior management and cross-functional teams.

Strong Training Skills

Excellent Presentation and Communication Skills

Outstanding Customer Service Skills

Human Resource Skills

Project Management

Excellent Leadership Skills

PROFESSIONAL EXPERIENCE

Xerox Corporation, Tukwila, WA 1997-2010

Xerox is the world's leading enterprise for business process and document

management. Their technologies, expertise and services enable your business

to operate more efficiently and effectively, whatever the situation.

On-Site Account Coordinator 2008-2010

Managed client relationship as well as facilitated all client activities

for onsite account at Microsoft.

. Managed Project of the migration from old Human Resource Software to

the new platform for Xerox's team at Microsoft, resulting in a

standardized global HR system.

. Designed training manual for new software system improving the training

and ramp up time for new employees who use the system.

. Implemented new service level agreements for each of the Human

Resources teams resulting a 98% satisfaction of quality and

efficiencies within the first quarter of the new systems launch.

. Partnered with other departments to create, then managed the budgets

for 2008, 2009, and 2010 fiscal years for our department resulting in a

cost savings of over $355,000.

. Interviewed, trained new employees

. Created new process improvements which reduced waste and increased

revenue.

Manager of Managed Services 2001-2008

Managed overall client relationship as well as facilitated all client

activities for 15 client accounts.

. Identified cross-selling opportunities for additional Company products

resulting in a $5 million increase in proprietary funds.

. Participated in sales presentations for assigned and new clients, that

resulted in $45 million in additional plan assets.

. Conducted Six Sigma Project to increase Revenue by 30% and improved

over processes to reduce turnaround time from 48 hours to 24 hours.

. Responded urgently to all client inquiries to ensure a timely response.

. Coordinated and conducted ongoing participant education meetings for

each of the onsite teams of employees.

. Created and managed P&L, Budget, and Billing for each of the account

insuring that revenue was coming in within a 45 day time period, and

had a 98% billing and budget accuracy.

. Improved Customer Satisfaction from 85% to 97% in a six month time

frame by implementing a client communication plan and creating

processes improvements to improve quality and accuracy to meet the

client's service level agreements.

. Managed onsite teams and managed fleet maintenance for accounts that

only had Xerox products and no onsite employees insuring that all

service level agreements were met.

Account Associate 1997-2001

Lead, developed and re-designed production centers at accounts

. Started two new accounts from scratch creating processes and standards

for the clients both accounts renewed contracts for five year time

period.

. Managed current technology issues and reported future technology needs

to Senior Management.

. Designed, implemented, and conducted staff training for new account

associates

. Assisted Management with the standardization of account efficiencies

and quality control.

. Produced production and machine maintenance for high volume accounts

resulting in a customer satisfaction rating of 98%.

Colorado Document Solutions, Denver, CO 1994-1997

Copy Company that transformed from simple copy store to a document

solutions expert in the Denver Area. Create, Manage, and redesign document

solutions for a variety of customers.

Production Manager

Managed production of products for clients

. Created schedules, quality control and product satisfaction for the

production of a variety of products.

. Managed updates to clients onsite files.

. Ensured on time delivery of product to client.

. Conducted staff training programs resulting in a 50% increase in

customer service.

EDUCATION

Bachelor of Arts in History, Minor in Pre-Med

Montana State University, Bozeman, MT

Montana Alumni Association Member

Paralegal Certificate

Denver Paralegal Institute, Denver, CO

Xerox Manager Training

Xerox University, Blacksburg, VA

PMI Project Management Training

35 hour PMP training, online

LICENSES/ACCREDITATIONS/LANGUAGES

Lean Six Sigma Yellow Belt

PMP Certification (April 2011)

Conversational Japanese and German

Fluent French

AWARDS

Customer Excellence Award for outstanding customer service

Recipient of Silver Peak Performer Xerox, given to the top 10% achievers

with in the company.

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