Customer Service Project Manager
Resume:
Jagreet Kaur (
*******@****.***
( ***** **th Ave SE( Everett WA 98208
Highly qualified and well developed Project Coordinator with extensive
experience leading teams through the completion of multiple projects within
stringent time and budget constraints. Solutions-oriented with notable
success directing the implementation of VoIP systems in direct support of
client objectives. Currently seeking a position as a Project
Manager/Coordinator, bringing 8+ years of IT experience as follows:
KEY STRENGTHS
. Project Management
. Client Communication
. Quality Assurance
. Technical Documentation
. VoIP Systems
. System Implementation
. Testing/Troubleshooting
. Conflict Resolution
. Technical Support
. Team Leadership
. Project Scheduling
. Report Generation
CORE COMPETENCIES
- Outstanding leadership abilities; able to coordinate and direct all
phases of project-based efforts while managing, motivating, and leading
project team initiatives.
- Full lifecycle experience in scoping, designing, developing, deploying,
and supporting complex Voice over Internet Protocol (VoIP) systems.
- Experienced at managing cross-functional teams for fast-paced projects as
well as complex projects.
- Adept at maintaining client communications, resolving project hurdles,
and ensuring a seamless transition from implementation to support.
PROFESSIONAL PROFILE
speakeasy, inc.
Dec. 2008 - June 2010
Implementation Project Coordinator
Directly responsible for leading customers through Speakeasy VOIP
Implementation processes while maintaining technical documents, project
plans, and scopes of work for each customer when appropriate.
. Documents installation steps/processes and additional aspects of project
schedules.
. Manages 80+ hosted and integrated accounts while collaborating with
customers and their previous carriers to smoothly port local and toll-
free numbers over to Speakeasy.
. Owns/manages aspects of the customer relationship throughout the hand-
off/implementation process, including hand-off from sales, customer
updates, responding to inquiries, and hand-off to support.
. Identifies/resolves risks and customer issues, as well as maintains
interdepartmental/vendor relations.
ACCESSLINE COMMUNICATIONS
Jun. 2006 - Dec. 2008
Implementation Manager
Served as technical project manager for approximately 20 ongoing projects
to ensure a successful completion.
. Implemented VoIP services for businesses, installed T1/Analog/DSL lines,
and coordinated efforts with partners involved in Smart Voice
implementations to ensure a smooth installation of service.
. Tracked, managed, and communicated status on all implementation
milestones to all levels of Management, Directors, and Executives while
responsible for the design and implementation of various enhanced
services.
. Maintained client communication, resolved issues, generated progress
reports, and managed the transition of accounts from implementation to
customer support.
. Assisted in the creation of a knowledgebase with step-by-step
troubleshooting procedures for Level 1.
Smart Voice Service Specialist
Effectively managed over 100 accounts while serving as a single point of
contact for new customers.
. Troubleshot post-implementation issues and collaborated with new clients
in the development of new accounts and the implementation of VoIP
services.
Customer Service Representative
Offered technical support via telephone, email, and web tickets to resolve
all customer issues.
. Recipient of the "Outstanding Customer Service Award" in 2006.
Jagreet Kaur
Page 2
PROFESSIONAL PROFILE
(Continued)
TRAVIS INDUSTRIES
Sept. 2005 - Dec. 2005
Technical Assistant
Responsible for providing telephone support to customers regarding product
inquires.
. Routed/directed customers to appropriate personnel for issue resolution.
LAW FIRM OF SNODGRASS & WARREN, INC.
Sept. 2003 - Jun. 2005
Office Assistant
Educated clients about company services and directed questions to
appropriate personnel.
. Answered telephone calls, opened new client files, and maintained client
records.
EDMONDS COMMUNITY COLLEGE
Sept. 2001 - Jun. 2003
Computer Lab Assistant
Accountable for providing hardware and software support for 800+ networked
computers, as well as for supporting students using various software
applications.
. Collaborated with network administration staff to deploy ghost images,
assemble lab equipment, proctor examinations, and configure new images
before use.
. Assisted users with connectivity, printing, and software issues.
EDUCATION HISTORY
Edmonds Community College A.A in Database Information Technology
(2003)
Edmonds Community College A.A. in Web Design (2002)
Contact this candidate