Customer Service Project Manager
Resume:
Leo Kamenker
**** *. **** ******, ***. # *R
Chicago, IL 60622
*********@*****.***
Summary: Results-oriented professional with 5 years of proven success in
project and account management in the technology sector. Thrives in
environments that demand strong organizational, administrative,
analytical and interpersonal skills. Effective performance in project
planning, multi tasking, training and business development.
Experience:
10/2005 - 10/2009 411 Solutions International
LaGrange, IL
10/2006 - 10/2009 - Project Manager
10/2005 - 10/2006 - Inside Sales Executive / Facilities Manager
. Managed multiple projects with revenues of $1 million - $2
million including: IBM Storage and Blade solution for the City
of Chicago (Operation Virtual Shield Project); IBM System P
solution for Cook County Bureau of Health Services; IBM System I
and Blade solution for Coleman Cable Inc.
. Developed customized reseller solutions and engaged in pricing,
contracts, and finance negotiations for new and existing
clients, including United Health Group, AIT Worldwide Logistics,
and Continental Packaging Solutions.
. Acted as Interim President (when necessary), supervised employees,
and led company weekly operations meetings.
. Managed over 100 accounts in all aspects of project planning,
customer service, issue resolution, and back-end processes. Some
clients included: City of Chicago, City of Lake Forest, Peapod
LLC, Edward Don & Co., Hub Group Inc., Hollywood Casino Aurora,
and Playboy Enterprises Inc.
. Supervised full-life order cycles, which included analyzing
inventory requirements, quote processing, receiving purchase
orders, financial adjusting, order placing, tracking,
installation, maintenance, meeting critical deadlines, profit
margin analysis, AR/AP, and backlog management.
. Streamlined and improved new internal procedures and documents
to increase efficiency and improve organizational effectiveness.
. Directed emergence of on-site IBM BPIC (Business Partner
Innovation Center), which showcased company's industry-leading
solutions and new technologies.
. Trained and coached new team members on processes, procedures,
and internal and external computer applications.
9/2004 - 10/2005 Avnet, Inc. San Antonio, TX
Customer Support Representative
. Managed over 40 accounts and distribution of IBM hardware and
software to solution providers. Some clients included: Target
Corp., University of Illinois, and Nissan North America Inc.
. Managed full-life order cycles, which included: quote
processing, determining inventory requirements, receiving and
placing B2B, Integration, Quick Ship purchase orders, and
backlog management.
. Assisted management in establishing numerous project plans,
priorities, and schedules, while monitoring and evaluating the
process and quality of service.
. Coached, developed, and mentored new team members to complete
assigned tasks and ensure team met its critical deadlines.
. Elected by peers to serve on a Committee for Internal Process
Improvement.
. Managed ISO 9000 requirements (family of standards for quality
management systems) in 2005 for IBM System P distribution line.
1/2004 - 6/2004 West Corp. / EarthLink, Inc. San
Antonio, TX
Senior Customer Service Representative (SAVEs Team)
. Received inbound calls from EarthLink users and overcame issues
and concerns in order to avoid customer cancellations.
. Navigated a computerized data entry system and other relevant
applications for tracking, information gathering,
troubleshooting and transaction processing.
. Provided basic troubleshooting of wireless broadband, PC's,
email, web services and miscellaneous personal computer
software.
. Negotiated offers to save customers that align with company
financial goals.
. Identified trends and root cause customer issues in order to
create proactive long-term resolutions to retain customers.
. Contributed to the design and implementation of efficiencies in
processing customer requests, reporting issues to market
offices, and general continuous improvement.
. Trained and coached new team members on processes, procedures,
and various computer applications.
Education:
8/1998 - 12/2002 University of Texas at San Antonio
San Antonio, TX
. Bachelor of Business Administration-International Business
. Dean's Honors List - multiple instances.
Skills and Awards:
. IBM NSI Award for Customer Satisfaction (2005).
. Native fluency in Russian and Belarusian.
. Proficient in MS Word, Excel, Powerpoint, and Outlook.
. Honorary Head Coach of UTSA 2002 Alumni Tennis Team.
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