Customer Service Project Manager

Chianti C Price

Email: ********@************.***

Address:

City: Brandon

State: FL

Zip: 33511

Country: USA

Phone: 813-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Motivated, organized and focused; certified Six Sigma Green Belt. 15 years experience working for a large, highly diversified, union-based, progressive telecommunications company. Responsible and accountable project manager with proven ability to successfully launch international, third-party call centers; forecast call volumes, manage call routing, create executive presentations, track and report metrics. Coach, mentor and lead cross-functional, geographically diverse teams to exceeding goals and objectives and excelling at customer service. First and second level manager with 7 years of managerial experience. Strong strategic-planning and people-management skills.

Educational Background:

High School Dipolma from University of South Florida, Tampa FL 1/2001 to 12/1994 (Political Science)

High School Dipolma from Villanova University, Tampa FL 1/2001 to 9/2012

Job History / Details:

Executive Summary

Motivated, organized and focused; certified Six Sigma Green Belt. 15 years experience working for a large, highly diversified, union-based, progressive telecommunications company. Responsible and accountable project manager with proven ability to successfully launch international, third-party call centers; forecast call volumes, manage call routing, create executive presentations, track and report metrics. Coach, mentor and lead cross-functional, geographically diverse teams to exceeding goals and objectives and excelling at customer service. First and second level manager with 7 years of managerial experience. Strong strategic-planning and people-management skills.

Core Qualifications

Microsoft Office Suite

(Access, Excel, Outlook)

Staff training/development

Change management

Staff training/development

Consistently meet goals

Cross-functional team management

Professional Experience

April 2012 to Current

Verizon Communications Tampa, FL

Operations Support Staff Specialist

Managed vendor invoice validation.

Reduced and controlled expenses by managing vendor headcount totals and scrutinizing expense spending

Managed consumer promotional discount validations.

Created monthly organization national reporting.

Managed vendor relationship for organizational social media campaign; vendor contract development and compliance.

Partnered successfully with Business Development Managers, Marketing Managers to produce highest in quality promotional offers to partner businesses.

December 2009 to April 2012

Verizon Communications Tampa, FL

Sr. Analyst - Operations Support

Business Relationship single point of contact for contracted property owners.

Managed customer service experience through ensuring FiOS (fiber) services to premises remain operational 24x7x365; address escalation concerns, including authorization of out of scope requests.

Promoted consumer products marketing to property owners.

Forecast, track, analyze and improve Net Adds to Bill (NATB) results of products and services sold to properties; partner with Marketing and Product Managers to exceed objectives.

Conducted on-site visits to property locations to ensure customer satisfaction.

January 2009 to November 2009

Verizon Communications Tampa, FL

Staff Specialist

Creation and execution of sales support initiatives designed to deliver operational excellence.

Subject Matter Expert (SME) for High-Speed Internet (HSI) Service Process Optimization.

Analyzed and identified process trends that negatively impacted HSI NATB; developed recommendations for process improvements.

Improved sales by $300k per quarter 2009.

Created executive level presentations that described process issues and resolutions, trends and forecasts.

Provided field communication to regions across the National footprint.

Developed agent National Call Flow standards and requirements for HSI incoming sales calls; perform regulatory compliance audits by monitoring calls regularly, provide feedback.

Trained, coached and mentored staff to ensure smooth adoption of new programs.

August 2005 to December 2009

Verizon Communications Tampa, FL

Trainer

Certified trainer to new hire eCommerce Billing, Order and Sales agents.

Administered tests and checked for understanding; monitored on-job performance.

Trained, coached and mentored staff to ensure smooth adoption of new program.

September 2007 to December 2008

Verizon Communications Tampa New Delhi Hyderabad, FL

International Support Manager

Partnered in the launch of three offshore vendor Billing sites.

Managed offshore HSI Billing vendors; forecast, analyzed and tracked metrics, managed call routing.

Managed team of 550 professionals.

Partnered successfully with third party vendors, engineers and trainers to produce best in network Billing group.

Facilitated vendor governance performance calls and quarterly operational reviews with senior management, managed and tracked customer service metrics.

Traveled to vendor locations for state of the business audits; conducted quality control calibration sessions, coached and provided feedback on performance improvements.

Reduced and controlled expenses by managing vendor invoice validations and call routing.

Conducted on-site training, launch initiatives and managed transition of work.

Managed executive communication releases and presentations.

Project lead for multiple HSI Optimization projects: reducing cycle time for end-to-end order process, retention and cancels program management.

Created new revenue streams through managing the implementation of offshore sales program.

September 2005 to September 2007

Verizon Communications Tampa, FL

Supervisor

Coached and developed sales/service agents to perform at peak levels; eCommerce - email and click to chat (live chats) platform.

Drove customer service and sales revenue; consistently exceeding sales, service and adherence objectives.

Liaison between union stewards and management; expert on labor union contract.

Developed department's first incentive performance plan which motivated staff and resulted in a 18 percentage increase in sales. Annual program funding $475k.

Lead supervisor for initiatives and special projects.

Directed strategic initiatives to achieve core company values (best in class service, increase revenue).

May 2005 to August 2005

Verizon Communications National Contact Center Tampa, FL

Sales Coordinator

Developed and executed daily/weekly promotions, implement an employee recognition program to drive sales performance and boost employee morale within customer service organizations.

Introduced and communicated the corporate recognition and incentive program to management and non-management employees; managed monthly budget.

Tracked performance results and provided executive level communication of results.

September 1997 to September 2005

Verizon Communications Tampa, FL

Account Associate

Responded to customer inquiries regarding billing, orders and on-line navigation of company's public website; handled billing inquiries, orders and complaints.

Promote company products and services to customers.

Assisted customers with registering for on-line access to account information.

Coached and mentored peers as a valued member of the Inter-functional Help Desk; handled customer escalations.

Education

12/1994 University of South Florida Tampa, FL

Bachelor of Arts Degree Political Science

Villanova University,

Six Sigma Green Belt Villanova University 2008 Project Management

Professional Development and training for Project Management

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