Project Manager Customer

Audrey Lewis

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

Address:

City: Arlington

State: TX

Zip: 76013

Country: USA

Phone: 817-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Respectful and organized with experience supporting and leading center operations. Extremely customer focused to provide first-rate service and consistently exceed both client and company expectations. Background includes guiding teams and administering systems for optimal performance and alignment with corporate goals. Resourceful and detail-oriented problem-solver; thrive in handling multiple tasks simultaneously in fast-paced environments. Accomplishments Customer Relation Earned highest marks for customer satisfaction, company-wide. Received Life Saver Award while monitoring customer security system when fire started in home. Customer Assistance Worked with company systems such as Live and Remote Support and diligently completed all assigned tasks, working overtime as needed. Conflict Resolution Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction. Product Promotion Up-sold products and motivated customers to upgrade current product plans.

Educational Background:

High School Dipolma from Tarrant County College, Fort Worth TX 1/2001 to 6/1994 (Computer Science/Information Systems)

High School Dipolma from Tarrant County College, Fort Worth TX 1/2001 to 11/2012

High School Dipolma from Ashford University, Fort Worth TX 1/2001 to 11/2012

Job History / Details:

Summary

Respectful and organized with experience supporting and leading technical call center operations. Extremely customer focused to provide first-rate service and consistently exceed both client and company expectations. Background includes guiding teams and administering systems for optimal performance and alignment with corporate goals. Resourceful and detail-oriented problem-solver; thrive in handling multiple tasks simultaneously in fast-paced environments. Accomplishments Customer Relation Earned highest marks for customer satisfaction, company-wide. Received Life Saver Award while monitoring customer security system when fire started in home. Customer Assistance Worked with company systems such as Live and Remote Support and diligently completed all assigned tasks, working overtime as needed. Conflict Resolution Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction. Product Promotion Up-sold products and motivated customers to upgrade current product plans.

Experience

October 2007 to June 2012

ADT SECURITY SERVICES Irving, TX

Advanced Monitoring Operator

Monitor residential and commercial alarms.

Dispatch when necessary to various agencies.

Follow all policies and procedures pertaining to each city or state's regulations Directed customers to resolve all trouble signals and issues.

Served as an Intern in Workforce and Quality departments.

Mentored new hires and facilitated training classes for operator's Sr.

Operator status.

Key Achievement: Life Saver Award.

July 2007 to October 2007

APPLEONE Ft Worth, TX

Job entailed selling mobile devices to on-line customers for all available carriers in calling area.

July 2005 to October 2006

Sprint/Nextel Ft Worth, TX

Specialist II

Provided customers with exemplary technical services, resolving voice and data service problems on mobile devices in one call.

Sustained high-quality service levels while minimizing time spent with callers.

Successfully promoted, cross-sold, and up-sold products.

Engaged in step-by-step analysis to provide education/advice and rectify any operational issues.

Thoroughly explained billing discrepancies and actions needed to eliminate unwanted charges.

Helped increase customer satisfaction, as influential contributor to elite focus group.

Key Achievements: Consistently ranked #1 on team for sales volume.

Earned Spotlight Award every month due to high customer satisfaction levels.

May 2003 to December 2003

McBride & Associates, LLC Athens, TX

Nursing Home Coordinator

Organized activities of 3 physicians and 5 clinicians, servicing 20 nursing homes and 250 patients.

Efficiently resolved complex and/or unusual nursing home and/or patient issues.

Held responsibility for all software/hardware installations and maintenance for entire office.

Designed and administered computer network, including all workstations, printers, and faxes.

Rendered a broad range of technical support services as needed.

Trained doctors and physicians on use of software and palm devices.

Key Achievements: Elevated patient referrals 15 percentage by strengthening relationships with residents and families.

Built spreadsheets to automatically log physicians' and clinicians' productivity Increased efficiencies by devising system via Excel to track patients' mental status.

Confirmed billing from patient schedule by creating and maintaining spreadsheet.

May 2000 to March 2002

e-talk Corporation Irving, TX

Customer Resource Manager

Propelled smooth operations of support call center, providing superior service to 500 customers.

Piloted 9-member team with direct accountability for researching, assessing, and resolving all customer issues.

Contributed to design and deployment of new telephone system.

Troubleshot applications by scripting SQL queries.

Key Achievements: Boosted customer referrals by 19 percentage, from 32 percentage to 51 percentage .

Revitalized 4 dormant, key accounts totaling $253K per year.

April 1998 to May 2000

e-talk Corporation Irving, TX

Product Specialist/Trainer

Delivered dynamic training programs to Fortune 500 client call centers nationwide in use of software performance system.

Created training collateral for use by Training Team and Field Service Engineers.

Established training rooms by installing and configuring all PC's and server.

Conducted two 3-day classes monthly at clients' or company's site.

Served as Training Team representative in final testing of newest release of award-winning software modules.

Key Achievements: Composed "How to Build a Quality Program." Improved client call center's quality monitoring by enhancing database design and best practices.

Delivered outline for two software modules, which are currently part of Software Suite.

June 1994 to December 1997

AST Computers Fort Worth, TX

Supervisor Technical Support/Training Ensured top-level performance of up to 30 Product Support Reps, resolving software/hardware issues for both business and retail customers.

Served as Project Manager and Supervisor for Quality Awareness and Mentoring Group.

Restructured and improved ISO 9001 Standard Operating Procedures in conjunction with other departments.

Conducted performance reviews and provided employees with constructive feedback.

Oversaw 10 coaches, training and monitoring all TSRs and CSRs for call quality.

Key Achievements: Improved operations by developing and implementing quality call team.

Elected to Junior Executive Committee by peers.

Four-time winner of Award for Making a Difference.

Education

1999 LAGAVIN Dallas, TX

Certified Trainer (Generalist)

1994 Tarrant County College Fort Worth, TX

Associates Degree Computer Science/Information Systems

2011 Ashford University Clinton, Iowa

Bachelor Degree Organizational Management

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