Customer Service Project Manager

**** **** ****** **** • Birmingham, Alabama.*****

Phone 205-***-**** • E-mail abk2mz@r.postjobfree.com

Andre K. Jones

Education

**** ***** ******* **********, **

Bachelor of Arts/English (Cum Laude)

1995-1996 Auburn University

Coursework toward Master’s Degree in Adult Education

Professional experience

JUNE 2008-PRESENT AT&T BIRMINGHAM, AL

CUSTOMER SPECIALIST- INTERNET SERVICES

Assisted Internet Services customers with connectivity issues related to system outages & physical

repairs. Assisted service leads and management in identifying improvements in customer care process flows.

Provided on-floor training and support to agents transitioning from training to customer contact. Worked closely

with network engineering, sales, business and residential billing to resolve complex issues regarding customer

order flow, network repairs, and order discrepancies. Assisted customers with registration and provided product

education to new internet service customers. Provided advanced support to IT personnel regarding configuration

of business-class modems and other LAN devices. Provided support for static IP configuration and wireless

network troubleshooting. Served as beta-tester of customer assistant process-flow and troubleshooting tool.

November 2007- June 2008 Mayor’s Office Division of Youth Services Birmingham, AL

Cluster Coordinator-Education, Athletics & Recreation, Faith-Based Initiatives

Provided supervisory support and oversight to all departmental initiatives falling under the umbrella

of Education, A&R and Health & Wellness programs. In addition to maintaining responsibilities as Education

Coordinator, formulated program policy and procedure for review and final approval by the Executive Director.

January 2006-November 2007 Mayor’s Office Division of Youth Services Birmingham, AL

Coordinator –Educational Initiatives

Assisted in development and implementation of multiple projects to help achieve the division’s four-

pronged mission. (1) To provide a clearinghouse of information (2) To advocate youth inclusion and participation

(3) To create collaborative partnerships and programs (4) Monitor city-funded youth agencies. Coordinated 1st

annual FOX6 Kids & Jobs Internship Draft in 2007. Co-coordinated Fox6 Kids and Jobs 14 & 15 Year Old

component in 2006 & 2007. Coordinated the ‘DYS 411 Team’ which traveled to community-based events and

schools presenting skits about real-life situations that influence the lives and safety of young people in

Birmingham while providing alternatives to negative behaviors. Coordinated 2008 Groundhog Job Shadow Day

for Birmingham High School juniors and seniors. Coordinated 2008 Senior UnityFest Event for Birmingham

High School seniors including recruitment of senior officers from each of the 9 Birmingham high schools. Served

on application committee which was successful in having the City of Birmingham deemed one of the “100 Best

Communities for Young People” by the America’s Promise Alliance in 2007. Reviewed student application

packages and conducted interviews for candidates of the Summer Executive Internship Program. Served as

Assistant Editor and staff photographer of departmental newsletter.

December 2001-January 2006 Computer Sciences Corporation/ DST

Birmingham, AL

Applications Support Analyst

Served as project manager for implementation of new clients of CSC/DST’s Physician Practice

Services Group. Researched client’s business practices and goals to ensure client satisfaction with all aspects of

implementation. Conducted pre-install interviews with client decision makers to ensure that the specialized needs

of each client were addressed. Installed company software and applications onto existing client network

workstations. Trained client staff in utilizing system functions to meet specific practice needs. Customized

reporting tools for clients to meet specified needs within the framework of our business products. Worked in

conjunction with programming staff to troubleshoot system problems and submitted customer folder requests for

specialized programming designed to assist them in meeting client-specific efficiency/productivity goals. Made

recommendations to office managers/decision makers regarding methods by which they could improve

productivity and efficiency utilizing CSC/DST products and “best practices.” Conducted formal classroom

training of client staff in CSC’s in-house training facility as well as customer sites throughout the Southeast.

Updated module documentation for Practice Manager appointment system (DailyAppointmentDisplay).

Maintained call documentation and research via AS400 & Clarify issue tracking software. Researched claim

filing, electronic remit, system setup, custom programming and user access issues for CSC/DST PPS (Physician

Practice Services) clients via help-desk.

May 2000-Dec 2001 Computer Sciences Corporation Birmingham, AL

Customer Service Associate-

Responsible for assisting providers, participants and health plans regarding claims processing and

benefits for various clients. Researched claims issues for other customer service representatives. Responded to

insurance inquiries for patients, providers and plan administrators.

July 1996- May 2000 Blue Cross and Blue Shield of Alabama

Birmingham, AL

Customer Service Specialist-

Responsible for responding to inquiries regarding a variety of issues including claims processing,

coverage, and coordination of benefits. Assisted in training of new customer service representatives through call

monitoring and QA guidelines. Maintained quality assurance records for representatives in training. Worked

closely with customer accounts, provider enrollment, claims and employers’ human resource officials to resolve

patient or provider issues related to adjudication of claims and provider/subscriber reimbursement.

1995 – 1996 Birmingham Public Schools

Birmingham, AL

Technology Specialist-

Developed curriculum for enhancing the computer skills of students at the Adult Learning Center.

Instructed participants in basic computer skills with an emphasis on communication and creative writing skills.

Assisted in development of curriculum to specifically serve the needs of literacy students as well as those students

learning English as a second language.

1994-1999 Birmingham Public Schools

Birmingham, AL

Adult Education Instructor

Conducted classes in GED preparation at various churches and community-based sites throughout the

Birmingham Metropolitan area. Utilized “Test of Adult Basic Education” to evaluate student needs and develop

an individual development plan for each student designed to meet student goals

Skills

Proficient in use of Lotus Notes, Microsoft Outlook, Outlook Express, Windows Mail, Apple Mail,

GroupWise e-mail as well as Motive RC & Sametime PC access software

Proficient in Microsoft Word and PowerPoint

Frequent user - Microsoft Excel and Access

Frequent user - ROSCOE database management tool

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