Customer Service Project Manager
Resume:
Denise Hampton
Email: *********@********.***
Address: **** ******** ***** **
City: Plant City
State: FL
Zip: 33567
Country: USA
Phone: 813-***-****
Skill Level: Experienced
Salary Range: $65,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Denise V. Hampton
4408 Windmill Pointe Dr
Plant City, FL 33567
Objective
Supervisory, Project Manager or Trainer position in Customer Service/Operations or Training environment
where I can utilize my hands-on experience in listening to customers and meeting their needs, managing
projects and engaging associates to attain their goals by coaching and mentoring them as well as
providing constructive feedback to foster improvement; develop and/or implement operational training
policies and procedures to support business objectives.
Qualifications
- Hands on experience as a Supervisor and Customer Service Representative for a large
telecommunications company
- Managed and led Operations Managers and technical personnel in designing and developing a Help
Desk Support Center for a new data warehouse
- Selected by upper management to plan, design and implement first remote 24/7 technical
Production office to support a multimillion-dollar data warehouse.
- Directed the formation and implementation of a $3.3 million technical/leadership skills training
curriculum
Professional Experience -
Supervisory & Customer Service
. Coached and led daily activities of 15 Customer Service Representatives responsible
for selling telecommunications products to Customers. Challenged direct reports to exceed
customers' expectations in on-time and accurate delivery of the telecommunications products ordered.
. Managed and led 10 management personnel in the design, development and
facilitation of numerous training programs for the Sales, Service Order and Billing
functions.
. Licensed Telesales Agent responsible for selling and signing up Medicare recipients in
50 states for health, vision, dental and financial services products. Selected for 2008
President Club Qualifier 2009 President Club attendee for exemplary sales.
Operations
. Project Lead responsible for supervising a cross-functional team of 20 personnel in
planning, design and launching the first remote 24/7 technical production support office
for a multimillion-dollar data warehouse consisting of 10 interfacing applications.
. Completed project 3 months ahead of schedule while reducing 10-person workforce
projections by 20%.
. Led and managed a business processing re-engineering effort to improve billing
operations to identify which processes to start, stop or improve for 6,000+ clients
. Completed project findings and recommendations 3 months ahead of schedule.
Training
. Designed, developed and distributed 3 systems requirements documents in support of
3 major system releases followed by training 50 technical personnel on the releases
. Managed and led the formation and implementation of a $3.3 million technical and
Leadership curriculum for more than 1,000 management and technical employees.
. Developed and field-tested over 20 call center training programs to support managerial
and hourly personnel performing Sales, Order Entry and Billing functions.
D. Hampton Resume
2012
- 2 -
Employment History
- Humana Health Care, Tampa Florida 2006- Present
- Licensed Telesales Customer Service Agent
- Modis Consulting & Other Consulting Agencies, Orlando Florida 1998 - 2006
Project Manager/Business Analyst
- AT&T
Customer Service Supervisor, Operations Manager & Training Supervisor 1983 - 1998
Education
- Dallas Baptist University, Dallas
Business Administration, 1991
Master of Business Administration, 1993
- Stevens Institute of Technology, New Jersey
Certification in Project Management, 1995
- University of Phoenix, Florida
Certified Adjunct Instructor (Internet & On Campus, 1999)
-Harvard Mentor Courses Online Completed 3Q2012
.Team Leadership
.Decision Making
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