Customer Service Project Manager
Resume:
MATT SCOTT
Irvine, CA ***12
*********@*****.***
PROFESSIONAL PROFILE:
To work in a challenging administrative and/or support position within an
established and reputable company.
PROFESSIONAL EXPERIENCE:
ACCOUNTS RECEIVABLE COORDINATOR (Escrow & Billing)
P.C.M., Lake Forest, CA - H.O.A. Property Management (7/2009 - Current)
. Acting Supervisor for 6 Accounts Receivable Representatives.
. Perform interviews of potential new-hire candidates.
. Provide training of new-hire employees.
. Responsible for the daily delegation of workload and assignments.
. Ensure resolution of all escalated disputes.
. Perform extensive account analysis to ensure account accuracy.
. Research and reconcile customer account billing disputes.
. Provide customer support both via phone and face-to-face.
. Manually apply credits and debits to accounts.
. Payment processing of receivables.
. Research and correct misapplied payments.
. Perform account modifications.
. Receive and respond to internal and external requests via email.
. Create and distribute manual billing statements.
INTERNATIONAL TRAVEL CONSULTANT
TourTech International, Irvine, CA - Wholesale Tour Operator (3/2006 -
1/2009)
. Performed inside sales support of travel package to both travel
agencies and direct clients, via call center environment.
. Managed invoice and payment transactions.
. Provided monthly and annual production reports to management.
. Created and distributed sales and marketing promotions and incentives
to clientele.
. Regularly interact with headquarters in order to ensure adherence to
internal policies and procedures in order to maintain focus on
corporate goals and objectives.
. Product knowledge specialist in Central and South American tours.
. Produced, coordinated, and executed full travel itineraries which
included all transportation, accommodations, and tours information and
documentation.
. Provided a high level of customer loyalty through innovative
promotional programs.
. Served as team leader for a business expansion project to new
destinations.
NATIONAL STRATEGIC CARE SPECIALIST
Sprint/Nextel Communications, Irvine, CA - International Cellular Service
Provider (11/2002 - 3/2006)
. Exceeded quarterly and annual company goals with:
o Annual Customer Satisfaction rating of 97% (Goal being 96% or
better)
o Aging/Receivables rate of 95% (Under 60 days past due)
o A unit deactivation rate of 1.4% (Down from 3.0%)
. Managed an account base of 20+ Corporate and Government accounts.
. Served as implementation project manager for new and existing
accounts.
. Coordinated and specialized in government account contract
renewals.
. Served as point of contact (liaison) for account base executives
and staff.
. Developed personal customer relationships to effectively provide
business products and solutions based upon customer need.
. Provided face-to-face, on-site technical support and training of
products and services.
. Developed and implemented system training manuals for internal and
external customers.
. Partnered across all departmental functions to resolve customer
issues and maintain and/or acquire new business.
. Provided weekly, monthly, and annual production reports to
management.
. Provided customer service (via call center) to internal and external
customers.
TEAM LEAD: SPECIAL PROJECTS, BILLING RESEARCH, ACCOUNT MODIFICATIONS
Sprint/Nextel Communications, Irvine, CA - International Cellular Service
Provider (3/2000 - 11/2002)
. Assisted in supervising a team of 10 customer service support
representatives.
. Provided customer service (via call center) to internal and external
customers.
. Involved in the hiring and training of new employees.
. Provided on-going employee training of evolving company policies and
procedures.
. Managed and delegated daily employee job duties to maintain and/or
exceed departmental quotas, goals, and objectives.
. Organized and produced performance statistics reports on a weekly,
monthly, quarterly, and annual basis.
. Successfully provided resolution of escalated internal and external
customer disputes.
. Reestablished basic communication infrastructure within department,
resulting in cost reduction of 37% (QOQ), while raising overall
departmental customer satisfaction rating 64%.
. Assisted in the development of annual employee performance
evaluations.
ACCOUNT ADMINISTRATIVE REPRESENTATIVE
Kaiser Permanente, San Diego, CA - Heath Care Provider (4/1997 - 3/2000)
. Specialized in medical insurance billing and accounting (Medicare,
Individual, Large and Small Business, COBRA).
. Managed all billing, invoicing, and account receivables and payables.
. Responsible for the monthly reconciliation of $1M+ large and small
business accounts.
. Consistently met and exceeded monthly quotas and goals.
. Provided detailed account modifications to ensure 100% accurate
accounting data.
. Produced monthly status, data, and update reports to management.
. Provided customer service (via call center) to internal and external
customers.
. Developed and maintained direct professional relationships with
account contacts.
PROFESSIONAL DEVELOPMENT COURSES:
. Management Law ( All-Inclusive Workplace
. Leadership for Results ( Behavioral Interviewing
. Performance Management ( Service Excellence
. Managing Corrective Action
SUMMARY OF QUALIFICATIONS:
. Ability to effectively interact with both internal and external
customers.
. Excellent organizational and communication skills, detail oriented,
with exceptional time management skills.
. Able to thrive in a fast-paced environment, dealing with multiple
projects and priorities.
. Knowledgeable of business policies and procedures creation/execution.
. Strong project management, program development and implementation
skills.
EDUCATION:
Currently pursuing a Bachelors degree in Business Administration at Irvine
Valley College.
Contact this candidate