Project Manager Customer Service
Resume:
Michael Jenkins
************@*****.***
SUMMARY
Highly motivated team player with excellent communication skills, knowledge of document preparation, scanning and indexing, with a passion for excellence and a commitment to setting standards for quality and client satisfaction.
PROFESSIONAL HIGHLIGHTS
Training – AIIM Certified Information Professional (CIP)
Certification – AIIM Certified Information Professional (CIP - Test scheduled 2/2013)
Office Skills: Proficient in Microsoft Office
Software Applications: SharePoint 2007, Captiva 6.5 SP1; Fujitsu Desktop Scanners
OS: IE, Windows 2000, 2003, XP & Windows 7
Professional Experience
Washington Metropolitan Area Transit Authority 5/2012 – 1/2013
Document Imaging Technician
Performs all tasks associated with digital imaging including the functions of preparation, scanning, and indexing;
Lead Scan Operator for Safety Audit Scanning Project
Worked directly with customers and Project Manager to understand requirements
Tested prototype with Captiva developer and QA Analyst
Prepped, Scanned and Indexed confidential Audit files, utilizing a high-speed scanner
Conducted Quality Assurance of files during indexing phase
Journaled and stored images in a centralized repository
Received files from various internal sources, verifying contents for accuracy and errors, including blank pages and skewed images
Document retrieval and purging, consistent with detailed indexing, policies and procedures
Adhering to safety and security procedures to ensure document security and confidentiality
Performed as Liaison between Safety Operations Manager and Team
Generated weekly status report for Operations and Project Manager
Under Armour 10/2011-3/2012
E-commerce Representative
Achieved highest hourly sales average during off season shopping, while assisting in helping company double last holiday season sales from $1 million to over $2.4 million.
Regularly received consistent high survey scores from customers about the service they received by showing compassion and effectively neutralizing customer problems and proactively addressing their needs.
Effectively neutralized customer issues using different outlets (email, phone, Facebook, Twitter) and provided excellent customer support to help reach consumer goals.
Handled consumer issues concerning billing, authorization, warranty, product information, shipping, etc.
State Farm 3/2011-10/2011
Customer Service Associate
Accounted for 15-20% in overall sales with business accounts and creating new personal accounts.
Successful use of outside marketing strategies (personal referrals, business to business) as well as warm calling tactics to increase client base.
Liaison to policy holders between central office and the agent regarding policy upsells, changes, and inquiries.
Provided problem solving skills in handling customer issues while finding solutions using State Farm tools and interpersonal skills.
Handled duties under very limited supervision.
All-Med Express 11/2008-12/2010
Courier
Entrusted with the regional transporting of prescription pharmaceuticals and delivering them to appointed nursing homes, hospitals, etc., while providing excellent customer service in an efficient and timely manner.
Interacted with facility employees to review and distribute the needed narcotics for patients and the facility using up-to-date technology to track and document deliveries.
Maintained upkeep on pharmacy equipment (Passport) provided to nursing homes by pharmacy.
Non-supervised route with 90% of the job on road.
Task2Task 5/2007-7/2007 and 6/2008-10/2008
Internship
Duties included account data management (Microsoft Office), gathering media & performing demographic research.
Assisted in the development of press releases, compiling an up-to-date mailing list for client newsletter and general office administrative responsibilities as requested.
Education
Community College of Baltimore County (CCBC) 2008-Present
Degree in Network Administration (In Progress)
Langham Creek High 2003
High School Diploma
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