Customer Service Project Manager
Resume:
JANET L. LUPO
Algonquin, Illinois 60102
*******@*****.***
OBJECTIVE
Use my extensive customer service, education, sales, project management, &
technical abilities to help your company achieve its goals.
EXPERIENCE
Currently performing contract work.
SPSS, INC. Chicago, Illinois
Education Services Project Coordinator: November 2005 to January 2009.
Responsibilities
Worked with clients via phone, email, fax, & WEBEX on product offerings &
training solutions. Assisted customers with product information, course
guide delivery, quotations, credits, contracts, software installation, &
problem resolution. Customer surveys consistently named me as the "go to"
person with the "can-do" attitude for efficient, accurate, & creative
project execution & problem resolution.
Responsible for the timely updating of all applications, including Oracle,
Open Air, Salesforce.com, & Quick Arrow. Set up & hosted client WEBEX
meetings.
Responsible for cross-selling & up-selling training software & solutions.
Increased onsite training sales by over 50% in 6 months. Produced
statistical reports for upper management & Sales.
Project Management: Handled 20-30 onsite training projects per month.
Ensured all projects were completed & billed ahead of schedule.
SYLVAN LEARNING CENTER Schaumburg, Illinois
Center Director: June. 2004 to October, 2005.
Responsibilities
Customer Service: Talked extensively to customers over the phone on
program offerings. Up-sold & cross-sold the reading, math, writing, &
study skills programs. Educated customers on financial aid options.
Marketing: Marketed Sylvan to schools, counselors, & other community
professionals.
Revenue Growth: Achieved & Exceeded monthly Revenue & Labor Utilization
goals. Converted Center from $30,000 in monthly revenue to $70,000 to
$100,000 in monthly revenue.
Business & Finance: Approved payroll, controlled Accounts Receivables,
maintained accurate records of all financial transactions.
Career Services: Created the 1st "Career First" program at Sylvan
Schaumburg. Coached high school & college students on interviewing,
college searches, resume skills, & other career search strategies.
Successfully partnered with the Schaumburg Business Association on job
placement & employment networking.
Operation: Ensured timely conferencing with parents & adherence to all
enrollment, tuition, & program policies. Developed & customized program
curriculum.
Sales: Increased center revenue by conducting successful enrollment &
progress conferences. Generated inquiries & referrals. Promoted rollover
programs.
Reporting: Responsible for accurate daily, weekly, & monthly reporting of
center numbers, including enrollment, conferences, accounting, testing, &
labor usage.
Instruction: Ensured all teachers were following Sylvan teaching policies,
including program quality, a positive environment, & identifying "at-risk"
students. Served as substitute teacher for reading, phonics, study skills,
& math classes.
AMERICAN INTERCONTINENTAL UNIVERSITY ONLINE Hoffman Estates, IL.
Senior National Admissions Advisor: Feb. 2003 to May 2004.
Responsibilities
Worked with 60+ prospective & current students per day on degree selection,
enrollment, financial aid, academics, & career services procedures, while
writing record enrollment business. I exceeded all monthly enrollment &
start targets consistently.
Worked with Financial Aid to ensure all students' grant, loan & scholarship
needs were met. Worked with Articulation to ensure students were placed in
the correct program with a 60% or better show rate every month.
Won 3 sales trophies, 4 team leader awards, & 1 company rep award for
enrollment/student retention excellence.
REED BUSINESS INFORMATION Oakbrook, Illinois Oct.
2000 to Oct. 2002
Senior Data Analyst/Trainer: Oct. 2000 to Oct. 2002.
Responsibilities
Maintained the Manufacturing, Research, & Career Women Databases according
to the established bi-monthly & quarterly schedules.
Worked with Sales & Marketing on Revenue-Increasing Strategies for all
Databases.
Trained, Mentored, & Guided 4 new Data Analysts on file conversions &
Database Processing.
Provided statistical reports to upper management, including Project
Timelines, Database Status Reports, Programming progress reports, and
Demographic/Geographic reports.
Managed the CDFC (Cross Department Function Committee): Developed new
programs and process improvements. Reviewed current procedures.
Documented new policies and procedures for Directors and Vice President.
CONVERGYS Information Management Group Itasca, IL. Nov.
1987 to Feb. 2000
(Formerly Cincinnati Bell Information Systems)
Customer Service Rep/Project Manager: 1987 to Feb. 2000.
Responsibilities
Call Center: Responsible for handling over 100 calls per day regarding
billing solutions, products, & reports. Daily requirements included
describing product offerings, problem resolution, client set-up, tracking
orders, trouble-shooting report transmissions, & shipping issues.
Prepared & delivered monthly progress & update presentations to Management.
Analysis of Report Database for Financial questions, debits, & billing
disputes.
Documentation: Wrote & Documented policies & procedures for external &
internal clients on report transmissions, new client set-ups, & networking
issues.
Project Manager and/or Project Lead on many report issues & software
conversions.
> Technical Environment:
Salesforce.com Prevail XP/Deliver
Lotus Notes 4.5 MS Windows 95/97/98/00/XP
MVS/JCL SAR (Sysout Archive Retrieval)
TSO/ISPF Captivate/Adobe Presenter
Oracle/SAP/SIEBEL DTF, FTP, NDM, TCPIP
WEBEX/MS LiveMeeting Dreamweaver MX 2004
Microsoft Excel Microsoft Word
Microsoft PowerPoint Microsoft Access
MS Outlook AS400
Open Air/Quick Arrow Express Delivery/EOS software
SPSS SAS/Cobol
EDUCATION
Bachelor of Arts, Political Science Northern Illinois University
Dekalb, IL.
Project Management Certificate George Washington University
Washington D.C.
11/02/10
Verizon
Customer Service Representative Position/Job ID: 263245
Dear Sir or Madam,
I am very interested in your Customer Service Representative position
with Verizon. I believe you will find by reviewing my resume that I
possess an outstanding working knowledge of customer service, sales,
project management, & technology. As the Education Services Project
Coordinator for SPSS, one of my key functions was daily phone, email, &
WEBEX interactions with clients on software needs analysis, setting up the
appropriate training solutions, & problem resolution. Customer surveys
consistently named me as the "go-to" person with the "can-do attitude" for
accurate, efficient, & creative execution of project solutions & problem
resolutions. I assisted customers with class registration, enrollment,
course guide delivery, purchase orders, quotations, contracts, credits,
shipments, & software installation as I updated Oracle, Salesforce.com, &
Open Air. In my Director position at Sylvan Learning Center, one of my
most successful & rewarding duties was developing customer relationships.
I doubled the enrollment at Sylvan in 7 months, broke several Franchise
sales records, & was the project lead for Sylvan Online. During my career
at AIU, I broke several sales records as I assisted students with
enrollment, financial aid, career services, & learning the virtual campus
functions. At Reed Business, I developed the 1st ever Cross-Department
Training Manual for successful synergy between our Sales & Data Analyst
staffs, while assuming the role of Senior Data Analyst. I was the project
lead for our successful transition from the mainframe platform to the
Oracle platform. I have been able to increase quality, productivity, and
initiate creative process improvements in all of my career roles.
Most of my achievements have resulted in great accolades,
commendations, and promotions. But my greatest accomplishment is the
knowledge that I have helped my companies in reaching challenging goals. I
managed many high-profile IT projects at Convergys Corporation, while
simultaneously assuming the role of database administrator. These tasks
required great training & mentoring skills, organization, interpersonal
skills, analytical proficiency, attention to detail, & the ability to multi-
task many objectives with minimal supervision.
Although my career at SPSS was extremely rewarding, the training
department functions were outsourced & SPSS was purchased by IBM. My
ultimate goal is to spend the next 30 years growing with a thriving company
& helping my company achieve challenging & rewarding goals. Verizon seems
to possess everything I am looking for in a full time, long-term career.
Please feel free to contact me via email or on my cellular phone at 847-650-
9847. Thank you in advance for your time & consideration.
Sincerely,
Janet L. Lupo
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