Customer Service Project Manager

Marcy Sheffner

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

Cicero, IN **034

***********@*****.*** Mobile: 317-***-****

SUMMARY

. Highly skilled in maintaining confidentiality, efficient in operating

office equipment, prioritizing, multi-tasking and great attention to

detail.

. Strong work ethic and excellent attendance record.

. Superior ability to work professionally and effectively with all

levels of the organization.

. Skilled in problem solving.

. Excellent written and oral communication skills.

. Exceptional organizational skills.

. Efficiency processing inbound and outbound calls in a fast paced

environment.

. Experienced in Microsoft Office Word, PowerPoint, Excel and Outlook;

Lotus Notes R7, Oracle and other in-house proprietary software

systems.

. Typing: 150+ wpm and Shorthand.

. Executive Assistant Services including travel, itinerary,

transcription, scheduling, presentation and meeting coordination.

EXPERIENCE

LIBERTY MUTUAL Indianapolis, IN

Customer Service Specialist November 2009 -December 2010

. I was employed in this call center in the "Call Routing Department",

providing answers to a myriad of questions regarding the customer's

auto, home and life insurance policies.

. Updated insured's mortgagee clauses, loss/payee clauses, processed

payments, created vehicle ID Cards, validated their insurance

coverage, changed addresses and other general change requests, which

were then e-faxed to various locations.

. Routed calls to various other departments as required.

TELEPERFORMANCE Customer Indianapolis, IN

Service Specialist 2008 - 2009

. Inbound call center responsible for accepting calls on a continual

basis resolving customer's issues regarding their mobile phone device.

. This is a call center that represented Sprint.

. Responsibilities consisted of assigning new telephone numbers,

troubleshooting customer's cell phones, activation of new phones,

address changes and any and all changes and/or questions a customer

may have.

INGERSOLL RAND SECURITY TECHNOLOGIES Carmel, IN

Data Analyst 2007- 2008

. Responsible for ownership of all purchase order requests for the

Security Sector. This entailed accepting e-mail requests for orders,

entering them into the Oracle System, printing the order, scanning

then faxing a copy to the vendor with the terms and conditions of

Ingersoll Rand and supplying the requestor with a copy of said order

via e-mail.

. Maintained an Excel spreadsheet of each order processed throughout the

year, entering pertinent details of the order.

. Completed change orders on original purchase order, i.e., adding

additional monies, changing account numbers, requestor's name,

description of order, etc. Closing and canceling orders when required.

. Worked in the iPS System, routing, approving and researching invoices

from vendors. Responded to numerous inquiries on the status of a

purchase order and helped to train co-workers in the use of the iPS

System.

JOHNSON CONTROLS, INC. Indianapolis, IN

Service Project Coordinator 2006- 2007

. Provided support to the Service Project Management team. Managed

project documentation, booking or cost tracking system entry, and

customer invoicing.

. Administered the subcontract process. Assisted project management by

generating the subcontracts on line.

. Organized subcontractor documentation such as waivers, certificates of

insurance, etc. Managed subcontractor invoices by researching payment

issues.

. Completed project documentation files.

. Gathered documents such as submitted documentation, customer

communication, subcontractor's documents, and proposals. Assisted

management in the coordination of safety programs.

. Ensured monthly training and safety reports were completed.

. Worked with project management to ensure employees have the proper

safety equipment. Assisted project management in the collection

process as directed. Secured contract documents with approved items

and conditions, which required signatures, distribution and follow up.

. Assisted the Service Project Manager in completing change order

proposals and booked the related change orders within the CBS System,

including updating SMIS as required. Maintained, processed, and

provided all paperwork to HR and to supervisors for new hires.

. Placed orders for new cell phones and resolved any problems with

present cell phones and the cell phone bill. Worked with other office

personnel in keeping up to date fleet records. Performed other duties

as assigned.

VERIZON NORTH Westfield, IN

Management Administrative 2003-2006

Assistant 1999-2003

Customer Service Representative

. Support of Sales Engineering Managers as well as in-house and remote

Sales Engineers for Business Partnership Channel.

. Coordinated and scheduled executive travel arrangements. Developed an

on-line attendance calendar, thereby keeping upper management informed

of any problems with employee's attendance before it became an issue.

Prepared seven monthly productivity reports with complete accuracy.

. Arranged and scheduled meetings, room set-up, conference calls, and

catering. Streamlined record keeping, reducing the time to locate

information. Initiated self-training for opportunities in career

growth.

As Verizon CSR, 1999-2003

. Provided customers with outstanding customer service for the

Receivables Management Call Center.

. Received an average of 120-150 incoming calls daily, assisting

customers with payment arrangements and solutions to their telecom

needs.

. Proper routing and professional handling ensured a high level of

caller satisfaction.

. Received numerous customer service commendations and awards for

handling accounts professionally on a consistent basis.

. Exceeded all performance categories; quality, customer satisfaction,

quantity/productivity, communication objectives.

CITY OF CORAL GABLES Coral Gables, FL

Recording Secretary 1989-1999

. Prepared agendas for all City Board Meetings.

. Sent notices to all Board Members advising them of scheduled meeting

dates and times.

. Swore in all residents attending the meetings.

. Called the roll calls and read each agenda item.

. Brought each participant up to the podium for each item on the agenda.

. Took verbatim minutes of each meeting.

. Transcribed all minutes and mailed copies to each Board member.

EDUCATION

Lewis Cass Senior High School Walton, Indiana

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