Customer Service Project
Resume:
Jonathan Bailey
Email: *********@********.***
Address: ***** ****** *****
City: Houston
State: TX
Zip: 77002
Country: USA
Phone: 281-***-****
Skill Level: Experienced
Salary Range: $30,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Jonathan Bailey
18039 Garden Manor Dr
Houston, TX 77084
Home: 281-***-****
Cell: 281-***-****
E-mail: *********@********.***
PROFESSIONAL OBJECTIVE
To obtain a challenging position that will allow me to utilize my computer, communication and customer service skills.
EXPERIENCE
1999-2013 --- LOGIX Communication Houston, TX.
(11/10 -- 11/2013) Manager for the Account Modification Department
Involve and assign appropriate staff to complete project task(s)
Gather and document requirements and deliverables for projects
Tasked with filling department positions
Responsible for developing department personnel into strong company assets
Provide and update process information
Monitor progress of tasks ensuring all deadlines are met as scheduled
Provide client and management project progress reports detailing status and timelines
Provide (e.g., daily, weekly, and monthly, etc) reports as prescribed by management detailing department production trends and projections
Follow all steps to close the project which may include conducting meetings, completing project reports, and maintaining completed project file
Handle Escalations for any situation outside the employee's control that could adversely impact the service provided to the client
Confer with Department Leaders to improve and streamline processes to efficiently service customer requests
Assist team members with projects and Large Account Orders
Set department and individual team member goals
Designing and Implementing procedures to meet department and company goal
Perform department Maintenance
Tasked with handling personnel situations
Initiating disciplinary action up to and including termination
(11/08- 11/2010) Supervisor for the Account Modification Department
Delegate the department workload
Tasked with filling department positions
Responsible for developing department personnel into strong company assets
Provide and update process information
Confer with Department Leaders to improve and streamline process to efficiently service customer requests
Assist team members with projects and Large Account Orders
Handle expedited customer request
Set department and individual team member goals
Designing and Implementing procedures to meet department and company goal
Perform department Maintenance
Tasked with handling personnel issues
Initiating disciplinary action up to and including termination
(05/05 11/08) Move Coordinator/ Complex ACD Technician
Project Manages the Clients order and request
Design the Project Files used to design the products, services and time lines to meet project guidelines/ requirements and meet the customer expectations.
Ability to converse and work with 50 + clients and multiple vendors to ensure all requirements are meet in a timely manner.
Provide accurate and timely reports regarding the status of the projects
Work with all internal departments to ensure all necessary equipment is in inventory, and designated for delivery to the client by the project close date.
Order circuit hardware (when required) in preparation for a customers move and/ or upgrade
Send electronic orders to all necessary departments to design the service for the appropriate customer application
Confirm all departments have complete the design of service and forward information for testing purposes
Coordinate with all departments, customer & vendors so we can meet the customers timeline and target date requested.
Place orders on the workload for completion
Complete order and forward directory assistance, white page & 911 information to the appropriate departments.
(03/01 05/05) Project Consultant/Manager
Manage and oversee the activation of new telephone and data corporate clients:
Confer with clients and suggest the best products to service their business needs
Compare customers orders with the current providers records to check for any discrepancies and offer solutions
Coordinate with the installation of service with the equipment vendors, the customers, field technicians, and Provisioning
Complete the installation and the conversion as well as the corresponding paperwork
Transition customers to Account Relation Managers for service after the conversion
(10/99 03/01) Customer Service Coordinator
Responsible for the training of new hires and answered questions from Customer Service Representatives:
Consult with customers to correct any challenges or concerns that they may have had
Inform Customer Service Representatives on how to read and understand interior documents for resale and facility based customer
Work with Provisioning department on escalated issues to ensure customer satisfaction
Handle local and long distance difficulties, trouble shoot hardware equipment
Handle billing questions and discrepancies, and issue credits on accounts when necessary
EDUCATION
1988-1992 Central High School Beaumont, TX
SKILL SUMMARY
Skills: Excellent organizational and time management skills, Ability to handle detailed work with accuracy,
Strong customer relation skills, Computer Proficiency, 10 Key, Data entry
Software: Microsoft Word and Excel
References available upon request
Contact this candidate