Customer Service Manager

Jill R. Henry

** ****** ******?Hamilton, OH ***13?513-***-****? ********@*****.***

Profile

Self-motivated candidate who possesses strong interpersonal skills

accustomed to dead-line driven project completion.

Detail-oriented person who thrives on planning, testing and implementation.

Ability to analyze large, complex projects and create steps to accomplish

goals.

Proven dependability enabled various positions within previous company

during 14 years of employment.

Proficient in MS Access, Excel, Word and Visio with knowledge in SQL

Analyzer, Sharepoint and MS Project.

Professional Experience

PowerNet Global Communications: Fairfield, OH April 1996 - January 2010

1 Business Analyst III (November 2005 - April 2007, January 2009 - 2010)

Served as a liaison between system users and software developers to

coordinate support for new and existing applications

Prepared technical and functional specification documentation

Tested, trained and provided communication regarding modifications to

existing applications or new releases

Oversaw project delivery to departmental quality standards

Assisted in configuration and coordination of four billing software

conversions

Demonstrated expert level knowledge of system software, departmental roles

and procedures

Coordinated miscellaneous projects as directed by senior staff with

internal and external customers

Successfully lead a team of developers and stake holders through a

migration of toll free carrier to save the company $100,000+ per month

Guided fellow analysts and software developers with knowledge of business

2 Product Development Manager (April 2007 - January 2009)

Defined and implemented new services for residential and business customers

Coordinated all internal and external action items for products between

Sales, Support, Legal, Marketing and other system considerations

Conducted interdepartmental meetings to communicate details regarding each

new product or service

Created and managed Project Plans

Acted as liaison Business Analyst between business unit and IT

Negotiated and executed vendor contracts

Trained sales and support staff on technical and functional aspects of

developed products

Established and sustained relationships with external vendors

Administered life cycle management principles including pricing updates, on-

going training and release of new features

Provided monthly reporting on effectiveness of services to the President of

Business Unit

3 Senior Implementation Analyst (January 2004 - November 2005)

Attained knowledge necessary to implement new consumer products, from

conception to company wide roll out

Facilitated training and meetings with vendors

Compiled product and functional specifications, created training documents

Coordinated system enhancements

4 Billing Manager (January 2002 - January 2004)

Supervised accurate and timely invoicing of approximately 900,000 customers

Directed team to investigate and resolve billing issues

Provided daily revenue reports to CEO

5 Configuration Analyst (November 1999 - January 2002)

Built and maintained configurable properties of billing system

Performed key roles in several acquisitions with regards to data integrity,

customer notifications, billing, and other back office details

Assisted in collection of functional specifications for construction of new

billing system

6 Supervisor of Order Entry (October 1998 - November 1999)

Assisted team in processing miscellaneous customer orders

Worked with internal and external customers to resolve errors

7 Lead Customer Service Representative (April 1996 - October 1998)

Provided care to customers via phone calls or written correspondence

Researched customer invoice disputes

Assisted in resolving errors in billing records

Training and Seminars

New Horizons Computer Learning Center, Blue Ash, OH:

MS Access 2000: Levels 1, 2, and 3

MS Excel 2000: Levels 1, 2, and 3

MS Word 2000: Levels 1, 2, and 3

MS Project 2000: Levels 1, 2, and 3

21 Laws of Leadership, Scott Osterfield

Business Ethics, conducted at PowerNet Global by Jerry Yugie

Personal Interests

Geocaching and hiking

Volunteer for the Animal Adoption Foundation (Hamilton, OH) and One Way

Farm (Fairfield, OH)

Contact this candidate