Project Manager Customer Service

Trey Clark

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

Address: **** ********** ****

City: Midlothian

State: TX

Zip: 76065

Country: USA

Phone: 214-***-****

Skill Level: Management

Salary Range: $65,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Business Analyst / Project Manager

SUMMARY OF QUALIFICATIONS

An energetic, loyal professional experienced in successfully completing projects and process improvements. Background includes creating and implementing systems that ensure high dollar cost reduction, regulatory compliance, streamlining customer on-boarding processes, and ensuring business efficiency and effective organizational structure with new initiatives. A self-starter and hands on manager known for bringing out the best in teams who work together to achieve the objectives that lead to success and growth for a company; and for a personal drive to excel in the execution of complex assignments with knowledge, attention to detail, and integrity.

Key Strengths:

Project Management Operations Account Management Client Relations / Customer Service

Analytical Skills Problem Solving Leadership Skills Team Building / Management Coaching / Mentoring Negotiations Organizational Skills Presentation Skills Planning / Coordinating, Goal Achievement

SELECTED ACCOMPLISHMENTS

Re-engineered business processes throughout the organization and made improvements to allow for business effectiveness and efficiency during new initiatives across all functional groups.

Defined strategic project scope, goals and deliverables in collaboration with senior management, project sponsors, product owners, enterprise architects, and other stakeholders.

Effectively communicated project expectations to team members and stakeholders in a timely and clear fashion, continuously managed project expectations, and held project team members accountable for project delivery.

Liaised with project stakeholders on an ongoing basis through daily group stand-ups and one-on-one meetings.

Involved in different business processes and assisted organization with increased quality, effectiveness and satisfied client service. Involved in documenting business procedures and created process flows for mission.

Identified and managed project dependencies and critical path. Planned, scheduled, and tracked project timelines and milestones. Proactively managed changes in project scope, identified potential crises, and devised contingency plans.

Provided regular status reporting to senior management and other stakeholders on project health, progress, issues, etc.

Participated in groundwork of project plans and was responsible for organizing Functionality Test Plans that were utilized by the testing team during a testing process and allowed for writing test plans and test cases of business procedures/applications.

Participated in meetings with other business analysts and managers and understood different business processes, process plans, and functionality in a detail that helped in arranging Integration Testing Plans that were utilized by the functional and development teams for performing detailed testing on business applications.

Key liaison between Retail Operations and all other sections of the business as a subject matter expert in all operational activities and the interactions between operations and all other business groups.

Participated in Stream's Residential Market Expansion including Georgia, Pennsylvania, Maryland and New Jersey.

Served as Project Manager for Stream Energy's pre-paid marketing discovery team. Evaluated many of the top pre/post paid CIS vendors. Researched and built a business case for Stream's entrance into the prepaid market in Texas and Georgia.

Developed, and grew business relationships vital to the success of operational themed projects including IT Development, Infrastructure and Commercial Sales and Retail Operational Units for 200+ seat call centers and 100+ support staff.

Negotiated external vendor contract terms, service level agreements, managed and evaluated performance of 20+ external partners including bill print, payment acceptance, credit services, quality control IVR vendor, payment processing and lockbox services contributing to $825M in revenue while lowering of customer churn.

Managed Stream's Commercial Operations including all contact centers, billing and transactional operations (total of 3 employees). Managed the billing resolutions and internal collections departments (total of 10 employees).

Created Telephonic Enrollment/Renewal System to allow for a more streamlined on-boarding process that resulted in a 16% increase in enrollment successes as well as a reduced breakage due deposit requirements.

Created an IVR based Quality Control system that ensured customer agreement to all contract variables in accordance with Texas Public Utilities Commission rules and requirements. Initiative created >$1M in cost avoidance, plus regulatory compliance.

Accountable for daily support of 175 of Excel's top producing and earning independent sales associates.

Promoted from general associate support to the top level VIP support in the fastest time in company history.

Managed 8-10 customer facing agents who resolved escalated technical and operational support calls from other Hilton properties via email, telephone and standard mail. Supervised a management-in-training program.

Acted as alpha/beta testing analyst for new The Hilton Branded websites that combined 7 brands into 1 web presence.

PROFFESIONAL EXPERIENCE

Stream Gas and Electric Senior Manager, Customer Operations 2005-2012

Project Management / Business Analyst for Production Support

EXCEL Telecommunications Senior VIP Associates Support 2002-2005

Hilton Hotel Corporation Senior Supervisor, Internet Service Desk 1999-2002

EDUCATION

Cedar Valley College Business Coursework

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