Customer Service Project

Laneal M Ernest

**** ***** ******* *****, *******, TX 75089

Email: *********@*****.***

Cellular 214-***-**** . Home 469-***-****

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BUSINESS PROFESSIONAL

Bachelor's of Business Administration (BBA)

Team Leadership . Problem Resolution . Training . Process Development

Strategic professional with progressive experience and expertise in team

management, customer-focused services, operations management and problem

resolution. Demonstrated excellent interpersonal and communications skills,

interfacing with multiple departments to meet business objectives and

deliver timely and high quality services. A proven leader focused on

producing positive results.

PROFESSIONAL STRENGHTS:

Team Management Problem Resolution

Process Development Project Coordination

Strategic Planning Vendor Management

Client Management Customer Service

Customer Communications Flexibility &Adaptability

Technology talents include skills with Microsoft Office Word, Excel, and

PowerPoint.

BUSINESS EXPERIENCE

Citigroup, Irving, TX 2006 to 2010

Problem/Incident Manager

One of the world's largest financial organizations with revenues of more

than $1billion annually, employing over 300,000 associates globally.

. Served as a key contributor in Developing and implementing a Crisis

Leader and Critical Issue Document process resulting in a more structured

unit with established guidelines and detailed processes for executing the

Crisis Leader role

. Contributed to a cross-functional team integrating three lines of

businesses performing the same functions with three different processes.

Evaluated current states and recommended new processes and reporting,

resulting in refined processes and a 15 percent increase in productivity

and efficiency

. Responsible for overseeing the analysis and resolution of medium to

complex hardware and/or software related incidents/outages and

identifying root cause analysis

. Served as the primary liaison between internal IT product teams and

the business during problem resolution

. Managed the responsibilities of developing, documenting, and

implementing process improvements in order to decrease high severity

outages within the IT environment

Ajilon (Citigroup Consultant), Irving, TX 2005 to 2006

Telecommunications Operations Specialist

Ajilon Professional consulting is a leader in specialized recruiting and

project consulting services.

. Served as primary project consultant for a Citigroup

telecommunications audit project which resulted in the recoup of over

500k in overcharged funds

. Served as liaison between the business and LEC's in order to

consolidate billing based upon locations

. Communicated recommendations regarding cost issues, such as allowable

costs and any other financial issues with management

. Completed twelve month project deliverables within a six month

timeframe

TXU/Capgemini Energy, Dallas, TX 2004 to 2005

Financial Analyst

Capgemini operates in more than 30 countries with over 95,000 employees in

North America, Europe, and the Asia Pacific region.

. Reduced process times with the audit of billing exceptions and non-

validations through the CIS system

. Resolved key issues with billing which enabled service orders to post

to CIS, thereby expediting incoming revenue for services rendered

. Improved client relationships by developing and implementing

performance and status reporting

Allegiance Telecom, Dallas, TX 2000 to 2003

Tollfree Provisioning Specialist

One of the nation's largest providers of national local telecommunications

services focused exclusively on businesses. Purchased by XO Communications

in 2004

. Operated the toll free Resporg through systems AT&T Broadband and

SMS, in order to provision, change and disconnect toll free numbers

. Worked in conjunction with SMS engineers to facilitate the operations

and release of 800 numbers from one carrier to another to control the

migration process.

Billing Analyst

. Processed the billing for T1 Circuits, DIA (Dedicated Internet)

lines, and UNI & UNI P lines in Singl.eView

. Served as key contributor in project to recover delinquent funds from

outside vendors that resulted in meeting the company's goal of retrieving

over $1 million in untapped funds

GTE (Currently Verizon), Dallas, TX 1997 to 2000

New Orders Specialist

Verizon Wireless operates America's most reliable wireless network,

employing over 220,000 employees globally and serving more than 92 million

customers nationwide.

. Administered local area network and mainframe systems to insure

landline access and initiated service orders for specialty features for

new clients.

. Reviewed residential and business accounts to offer products and

services resulting in increased revenue and customer satisfaction. Also

met sales levels by more than 95 percent on a monthly basis

MobileComm Paging Inc, Desoto, TX 1995 to 1997

Programmer/Repair Tech

MobileComm was one of the largest providers of paging and personal

communications services in the United States.

. Utilized PC systems in order to troubleshoot paging errors, add on

new frequency areas, update tickets into database to provide tracking

system of all tickets worked

. Promoted to Group Leader and was responsible for employee attendance

tracking, mentoring, maintenance of employees' files, and the monitoring

of call quality provided to customers

EDUCATION

BA in Business Administration, Northwood University, Cedar Hill, TX

Licensed Realtor, Kaplan Professional Technologies, Dallas, TX

PROFESSIONAL AWARDS AND HONORS

Citigroup North America Information Technology - Top 10 Employee

Outstanding Achievement Award Winning Culture Team Award

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