Customer Service Project Manager
Resume:
MECCA WILDER
• Jackson, MS ***** • (***} ***-**** Contact #
QUALIFICATIONS SUMMARY
A highly personable, self-motivated, professional and goal oriented Staffing Manager,
Supervisor, Business Administrator, Software Support Analyst and Corporate Trainer with
over fifteen years of experience in an IT technical support, business administration, software
support, management and training. I have a high level of experience in providing software
support, technical support, training/facilitation and business administration in several
environments. I am motivated to work in a team environment to ensure that company goals and
performance metrics are met.
Talent for identifying customer and company training and quality needs to
ensure the maximum customer satisfaction is provided by employees.
Demonstrated ability in the following: excellent interpersonal skills, team
building skills, decision making skills, effective verbal and listening skills, attention to
high level of accuracy and very effective organizational skills.
Demonstrated ability to gain client trust and provide exceptional follow-up,
leading to increased repeat and referral business.
High motivated public speaker and community organizer for big and small
projects
Salary Requirements: Minimum: 40K yearly
Proficient with the following applications:
o Microsoft Office Product Suite: Word (advanced), Publisher
(advanced), Powerpoint (advanced), Excel (proficient), Word Perfect
(advanced)
o Lotus Notes, Microsoft Outlook
o Microsoft Internet Explorer
o Photoshop, Photo Crop Editor
o Quicken Expense software
o Some graphic design and printing knowledge
o Sound (mixer) board, LCD projector and microphone sound
testing
o Business office skills: filing, copying, faxing, switch board,
presentation and meeting/event planning and coordination, staff
training, secretarial duties, etc. Typing speed 89 wpm
o Microsoft Software Installation, Web-Based Application
Knowledge
o Premisys software, Orderpro, Siebel cased applications
o Train the Trainer Certified
o Franklin Covey Time Management Certified
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MECCA WILDER
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Professional Experience Continued
PROFESSIONAL EXPERIENCE
KELLY STAFFING – FLOWOOD, MS
September 2010 to Present
Partnered Staffing Manager (Nissan)
Responsible for taking and filling orders for clients.
Responsible for processing I-9 information, background checks, reference checks and
direct hire pre-screenings.
Managing the order life cycle from beginning to complete status.
Responsible for developing new business and seeking new clients.
Responsible for recruiting, hiring, screening and training new hires and potential
employees.
Responsible for maintaining and developing relationships with partner management and
key staff in order to develop new business.
Responsible for staying knowledgeable of labor laws and human resource related issues.
Responsible for resolving on-site employee relations issue.
Responsible for performing employee reviews, merit increases, terminations, etc.
Responsible for keeping track of employee vacation time, absences/sick time, expenses,
unemployment and workers’ compensation.
Ensures employee retention and development through coaching, counseling and
maintaining various administrative reports.
VERIZON BUSINESS – CLINTON, MS
March 2005 to Dec 2009
SOFTWARE SUPPORT ANALYST (FULL-TIME)
Acted as the first point of contact for Sales/Marketing to address all software/hardware
issues.
Responsible for training and coaching sales/marketing representatives on different software
applications, job responsibilities and system functionality.
Responsible for troubleshooting and resolving hardware/software issues before sending
them to second level support if needed via chat, web callbacks, phone, and email.
Responsible for using the most effective problem resolving and customer service skills for
resolving technical errors for sales and marketing.
Responsible for supporting new and existing hardware/software installations/upgrades.
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MECCA WILDER
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Professional Experience Continued
Provides technical application assistance to sales reps/marketing staff, answering questions
and resolving application related problems for over seventy-five web-based software
applications and hardware and reporting those incidents to second level if needed.
Maintained user passwords, usernames and log-ins and performed the necessary changes or
corrections needed to their accounts.
Worked directly with Sales/Marketing to plan, define, train and support internal websites,
hardware and software tools.
VENTURE SYSTEMS (CASINO MANAGEMENT) – RIDGELAND, MS July 2002 - October
2004
CLIENT PROJECT MANAGER/SOFTWARE TRAINER
Responsible for traveling to the customer site (local, out of state, international) and training
casino staff on the casino management software/hardware.
Responsible for off-site, on-site, phone and classroom end-user training/coaching and
technical support.
Managed software/hardware installation projects on site and off site.
Responsible for creating training materials and modules and making sure all material is up
to date, including and not limited to technical writing.
Acted as a support rep for clients once the software/hardware is installed.
Provided training for the client help desk and support after software/hardware installation.
Responsible for providing a 24/7 support to customers for any errors, system shutdowns,
hardware malfunctions, etc. after software/hardware installations
SKYTEL, A MCI COMPANY – JACKSON, MS
October 2000 - July 2002
INTERNAL CORPORATE TRAINING SUPERVISOR
Responsible for the supervision of five to eight internal trainers.
Responsible for designing and implementing office polices and rules.
Served as the liaison between the training department and other departments such as HR,
payroll, etc.
Responsible for reviewing and controlling office requisitions.
Responsible for selecting new trainees when positions were available, along with HR.
Responsible for quarterly and annual staff performance reviews.
Responsible for making sure personnel files were accurate with HR.
MECCA WILDER
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Professional Experience Continued
Performed all tasks related to planning, training and documentation functions, including:
conducting training sessions, evaluating training effectiveness; assisting with
design/development and revising training documentation and materials.
Responsible for checking team supplies and maintaining stock of office supplies.
Designed, developed and delivered stand-up instructor-led hardware/device training,
Conducted Daily briefing classes for approximately 450 employees and responsible for
updating the briefing page and briefing the company with the most current training information.
Prepared comment reports for management personnel to effectively locate training needs
for the call center to meet the business needs of the company.
SKYTEL, A MCI COMPANY – JACKSON, MS June
1999 - October 2000
INTERNAL CORPORATE TRAINER
SKYTEL, A MCI COMPANY – JACKSON, MS
November 1998 - June 1999
SENIOR TECHNICAL SUPPORT REP
Responsible for providing excellent customer service skills to both internal and eternal
customers.
Responsible for troubleshooting customer hardware issues and logging them into the
database
Responsible for marketing products and selling add on services and features to existing and
new customers.
Made customer follow up calls on trouble ticket resolutions to advise customer on ticket
status.
Responsible for programming customer hardware when programming system was
unavailable to call center.
Provided product knowledge, over the phone programming and equipment troubleshooting
for customers.
Maintained outage notification page and provided outage updates to the customer service
department.
SKYTEL, A MCI COMPANY – JACKSON, MS June
1995 - November 1998
MAJOR ACCOUNT CUSTOMER SERVICE REP
Provided specialized support via email for Fortune 1000 corporate accounts such as IBM,
AT&T and Motorola.
Researched and resolved escalated issues including billing, technical and customer
satisfaction.
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MECCA WILDER
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Professional Experience Continued
Maintained extensive knowledge of companies, products and service base.
Dealt with questions in regards to pager service, programming, account inquiries, pager
functionality and troubleshooting for pagers and software.
Processed orders for adding additional units for new and existing accounts via FOE.
Interacted with corporate contacts from SkyTel’s strategic accounts.
Submitted a monthly report of email activity to management.
Handled incoming emails and faxes from the sales and management team for large requests
and escalated issues.
Programmed one-way and two-way paging devices, handled billing issues and dealt with
questions in regards to pager service, programming, account inquiries, pager functionality and
troubleshooting for pagers and software.
EDUCATION AND TRAINING
BUSINESS ADMIN. IN MGMT. – CURRENT – BELHAVEN UNIVERSITY – JACKSON, MS
COMPUTER SCIENCE • (1992-1996) BELHAVEN COLLEGE – JACKSON, MS
COLLEGE PREP COURSES • (1989-1992) JIM HILL HIGH SCHOOL – JACKSON, MS
REFERENCES
Available Upon Request
AWARDS/ACCOMPLISHMENTS
Employee of the Month – Verizon Business
Employee of the Month – SkyTel (multiple quarters)
Contact this candidate