Customer Service Project Manager
Resume:
EDWARD A. MOSSA
Oakland Park, FL 33334
***********@*****.***
SUMMARY Accomplished Business Analyst that is an achiever to get the customer issues resolved and new
features and services communicated to the development team for new versions of the software.
Forming and maintaining relationships through excellent customer service to drive business and
retention rates of customers. Developing the team to create the same experience levels Listening to
the customer feedback and providing this to the development team for product line enhancements to
increase value to existing customers as well as new customers to the products.
COMPUTER SKILLS All Windows operating systems, hardware and software installations, training, creation of Technical
forms, documents and manuals; MS Office all versions with experience in
Word/Excel/PowerPoint/Visio, Adobe Acrobat, Snag it, Apple iPhone apps and software upgrades,
PC and Laptop issues, MySQL, Routers, Modems, TCP/IP, DNS, API, Firewalls, Vendor relations
and contract negotiations, Website Analytics, SEO.
EXPERIENCE
March 2012 to August 2012 One Firefly – SE Florida Consultant
Working with vendors and engineering team to complete design and functionality of company
website for creation of project plans for customer use via website. Applying SEO for optimum
exposure for vendors to use this website instead of others.
September 2009 to FirstService Residential Management Inc., Dania Beach, FL
January 2012 Application Business Analyst
• Supported 19 Management companies owned by FirstService to implement and train
management companies on the use of our web–based technology system products,
• Connect (property management)
• Connect Plus (Smart building features)
• Camacct (Accounting System)
• Skillfully understanding the management company dynamics; types of properties managed,
staff technical levels, resident demographics and the needs of the customers.
• Gathering requirements from the staff and customers on new products, updates or
recommendations on making current features and services better and working with the
development team directly to make the updates to the system.
• Through product planning, analyzing statistics and customer feedback to then create the plan for
the updates or possible new software version by working directly with the development team to
further plan the needed updates and new features or services.
• Discuss with each business unit as needed the new updates or version of the system and work
with each unit to complete the product lifecycle.
• After completion testing the new updates or version to insure all is working correctly then the
communication out to the customers along with Training and also to insure the systems
functioned as needed.
• Resolving issues as 2nd tier level and above to correct system bugs, by using our help desk
software to send to engineering for resolution. Following up and testing the resolution to insure
the corrections now worked properly in the appropriate system.
Working with Marketing team to insure data used on technology is correct and accurate. SEO
optimization along with web analytics to capture data and use this data for improvements.
Key Achievements:
Researched 5 companies that were used in properties because of their more aesthetically pleasing
presentation versus ours.
• Brought in 5 top companies and created a vendor agreement so that properties that were using
them currently or wanted to can utilize them as well as ours.
• Created an API Connection so that both systems were linked and therefore property managers
did not have to enter data into two systems, now just one.
• Working as Project Manager for all new acquisitions to get each new company onboard with
our technologies.
• Working with each new company coordinator to understand their region, properties and current
systems used.
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EDWARD A. MOSSA
• Gathering all requirements and if needed incorporating their accounting systems into our system
for resident account balance information.
• Gathered feedback from our management companies to make enhancements to our systems.
• Worked with Search Engine Optimization (SEO) to find residents quicker and more efficiently.
• Updating features so that they can better utilized by the associations since some features were
outdated.
• Maintained Technology divisions A/R ledger, if associations or management companies had
outstanding invoices contacting their accounting department to get statements paid.
August 2008 to Simplikate (subsidiary of FirstService), Dania Beach, FL
September 2009 Director of Account Management
Implemented and created an account management department for this company. This company had
properties that utilized the same systems as above for FirstService as well as other management
companies. Developed the department goals and processes as well as hiring the 4 account managers
needed throughout the United States. Formed standard documents for; customer service standards,
Account management task lists, implementation checklists. Maintaining and forming customer
relationships to retain current customers as well as form new customer relationships. Sell, renew and
cross sell services to existing and new customers.
Key Achievements:
• Creation of standard documents for use by the departments account managers. Check Lists,
Step by Step processes, Systems implementation check lists. Standard form documents for
responses to accounts and formulating better customer service standards.
• Creation of Resident and Property Manager Manuals for all systems.
• Re–used my 30/60/90 day customer service plan from Ricoh so that account managers were
following up with customer issues, implementations and communicating back to customers
correctly.
• Through the implementation of the newly created documents, weekly thru quarterly reports
were provided to management.
March 2006 to Ricoh Americas, Boca Raton, FL
April 2008 Regional Trainer and Support Manager – Documentmall Division, East Coast
Provided product setup, custom training or implementation of the products purchased.
Created and designed customer manuals for implementation, Administer and end user for use after
training. Working with developers to resolve issues with system and provide resolution of the issue,
communicating to customer and insuring the resolution resolved the issue.
Part of the position was also to cross sell and renew current customers, maintained a 98% renewal
rate with existing customers. Sell product line to new customers in addition to existing customers to
meet monthly goals of division.
Key Achievements:
• Created a 30/60/90 day customer service plan. This plan devised a schedule for all of us
regional trainers to follow that maintained our communication at the end of 30, 60 and 90 days
after product installation to insure usage, service needs, answer questions. This one service plan
increased customer service levels dramatically (100%), and created a great WOW factor to the
customers.
• Maintained a 98% rate of retention of current customers for renewal.
October 2005 to Advantage Information Systems Inc., Sunrise, FL
February 2006 Network Engineer (Consulting Position)
Working for a pharmaceutical company to upgrade all the companies PC's and laptops to Windows
XP, and copying files from network back to PC/Laptop. Creation of technical documents for IT
procedures and applications to post on websites for client use and network administrator duties.
January 2005 to Trumpf Inc., Farmington, CT
September 2005 Sr. Support Representative
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EDWARD A. MOSSA
Support all staff members for their PC and Laptop use, troubleshooting issues and resolving them in
a timely manner with great customer service skills.
ADDITIONAL INFORMATION
EDUCATION
• Marketing and Communications, Central Connecticut State University, New Britain, CT
• Business Administration, Bradford College, Bradford, MA
• Member of ASTD – American Society for Training and Development ( since2008)
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