Customer Service Project

Valerie Jones

***** ********** **** ( Leander, TX 78641 ? **********@*****.***((512)259-

5693

Profile

Master of Science in Project Management program with 6+ years of project-

management related experience ? Self-motivated and enthusiastic about the

process of improvement within organizations ? Anticipate risk and

opportunity for the stakeholders of a project ? Proven analytical skills

which maintain details and keep deadlines as a priority ? Lead with a

solutions-oriented technique that looks outside the standard process for

results ?

Education

St. Edward's University 2008

Master of Science in Project Management

Relevant courses included:

Quality Management

Project and Change Management

Project Risk Management Project Scope

and Requirements Management

Project Contracting and Vendor Management Project Scheduling and

Cost Control

Project Communication and Documentation Business Negotiation

and Dispute Resolution

St. Edward's University

2006

Bachelor of Business Administration

Professional Experience

Health and Human Service Commission

Accounts Receivable Specialist

2009 - present

? Ensure the Health Care vendor complies with contract requirements

related to accounts receivable collections

? Conduct meeting and communicates with vendors related to collection

projects and system development

? Creates accounts receivable forecasting charts and graphics

? Documents and reviews vendor processes

? Conveys all goals and objectives related to project

? Works with management to meet all goals and objectives related to

vendor issues

Texas Workforce Commission

System Analyst III

2008 to 2009

? Managed several projects and provided technical oversight to call

center field units

? Coordinated and communicates with vendors, general public obtains

information related to projects, system development, and

implementation

? Interacts with management to meet all goals and objectives related to

projects

? Performs during a high pressure project environment and maintains

professionalism

? Skill in documentating flowcharting process

? Skill in organizing and prioritizing highly complex projects

? Coordinates forecasting and interprets trending

? Prepares written recommendation and implements enhancements to

increase productivity

Valerie Jones

16232 Copperleaf Lane ( Leander, TX 78641 ? **********@*****.***((512)259-

5693

Austin Energy

Customer Services Supervisor II

2005 to 2008

? Created customer service and call center collections enhancement

projects

? Monitored deliverables and reported findings to upper management

? Designed business requirements

? Developed inventive solutions in resolving complex customer service

issues

? Implemented policy and procedures concerning business practices

? Direct experience in reviewing RFP's and contracts

? Experience in gathering, assembling, correlating, and analyzing facts

? Serviced as subject matter experience regarding collections business

practices

Office of the Attorney General

Child Support Enforcement Officer

1999 to 2005

? Prepares court orders related to legally establish or enforce child

support

? Negotiates out of court settlements, agreements with non-custodial

parents and attorneys

? Represents unit in Committee Meeting

? Attends court to assist legal staff with computing child support

arrears, interviewing and

Negotiating orders

? Explains Child Support Program policies, procedures and regulations to

customers through

seminars or interviews

? Responds by telephone or in writing to routine and complex inquires

regarding child support

case status, procedures, processes, regulations, and other issues

Contact this candidate