Customer Service Project Manager

LaToya Warren

**** ******** *** *** ***

Fort Worth, TX 76137

Cell # 817-***-****

*************@*******.***

OBJECTIVE:

My work as a telephone customer service representative required me to

communicate with a diverse array of people, some of whom

represented difficult challenges. I refined my communication skills to

where I was nearly always able to smooth ruffled feathers, solve

problems, and provide satisfaction to customers. These are exactly the

skills that are vital to effective customer service, and I am eager to

apply my talents in your company.

SKILLS SUMMARY:

More than five years experience in customer service position.

In-depth knowledge of project management and basic support

applications.

Capable of integrating departmental resources with staff and personal

workflow, in order to meet specified production schedules

and timelines.

QUALIFICATIONS:

CUSTOMER SERVICE

Responsible for providing prayer and customer service for the partners

and friends of KCM. Competent in dealing with conflict resolution and

able to handle variety of tasks and responsibilities simultaneously.

Handled various Outbound call projects that ranged anywhere from

disaster calls, survey calls to courtesy calls. Also handled a wide variety

of Inbound calls where the ability to stay calm, control the call (under a

specified time limit) and meet the customer needs where necessary.

Began as Outbound Rep and promoted to Lead Outbound Rep/ Trainer

position within 8 months.

ADMINISTRATION

Responsible for content and clerical procedures such as word

processing, managing files and records, typography and other edits to

meet the project’s goals, deadlines, and needs. Interpreted and organized

production and content design of curriculum materials. Collaborated

with team members to edit curriculum’s content. Able to prepare or edit

organizational publications for internal and external audiences, including

employee statistics and reports. As well as, establish and maintain

cooperative relationships with employees, and other departments.

INTERPERSONAL SKILLS

Proven ability to interact positively with a wide range of people. Skilled

in giving attention to what other people are saying, taking the time to

understand the points being made, asking questions as appropriate, and

not interrupting at inappropriate times. Excellent written and verbal

communication skills.

TECHNICAL PROFICIENCY

Responsible for building, and maintaining web sites, using authoring and

content creation tools, management tools, and digital media for 14forty

Ministries. Collaborated with development teams to discuss, analyze,

and resolve usability issues for the children’s outreach via the internet.

Administered internet infrastructure through design tools and

applications. Also developed application models and page templates that

met project goals, user needs, and ministry standards.

TRAINING/ TEACHING OTHERS

Participated in new hire training, orientation, and development for

reports, and overall production of the department (Including being

responsible for 5 to 6 employees during an eight-hour shift). Developed

strategies and tracking reports for supervisor on a monthly basis.

Repeatedly called upon to represent KCM professionally and provide

necessary information for visitors, new hires, and for other heads of the

department.

PROFESSIONAL EXPERIENCE:

Dana Johnson Ministries,

“Some Assembly Required” (Vol. 1) Children’s Curriculum

Content/Project Manager 2002

14Forty Website - Kenneth Copeland Ministries/KCM

Web Developer/ Web Administrator 2003

Kenneth Copeland Ministries/KCM

Lead Outbound Representative/ Trainer 2005-2006

Inbound Prayer Minister 2007-2010

EDUCATION: James Madison High School (2002)

COMPUTER SKILLS:

Microsoft Office (Excel, Outlook, Word, PowerPoint)

Photoshop CS5, Dreamweaver CS5, Flash CS5

2009 - Received ACA/Adobe Certified Associate Proficiency

Certification in Dreamweaver CS4, Flash CS4 and

Photoshop CS4

2010 - Currently studying for Adobe Certified Expert Certification in all

Web Premium CS5 applications

Programming scripts: Actionscript, PHP, MySQL

REFERENCES: Available upon request

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