Customer Service Project Manager

Wendy Washington

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

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

City: Round Rock

State: TX

Zip: 78664

Country: USA

Phone: 512-***-****

Skill Level: Management

Salary Range: $60,000

Primary Skills/Experience:

Customer Leadership Project Management Visual Communications & Design Talent Acquisition & Retention

Educational Background:

Bachelors Degree, Mass Communications /Minor: Business Marketing

Texas Womans University, 01/1994 - 12/1996

Denton, Texas

Job History / Details:

WENDOLYN -WENDY- WASHINGTON

501 Brown Juniper Way, Round Rock, Texas 78664

Phone: 512-***-**** Email: ************@*****.***

LinkedIn: http://www.linkedin.com/in/wendywashington/

CAREER PROFILE

Passionate, high-energy professional with more than 15 years of progressive business experience in fast-paced environments. Proven leader and mentor with the ability to deliver results in a variety of business situations. Demonstrated mix of both creative and practical skills including visual communications and design, event planning, project management and office management. Strong interpersonal communicator who communicates well with clients and co-workers at all levels using various sources including direct interaction & social media.

AREAS OF STRENGTH AND EXPERTISE

* Project Management

* Strategic Planning

* Customer Service

* Change Management

* Visual and Communication Design

* Strategic Planning and Analysis

* Talent Acquisition and Retention

* Coaching and Development

* Process Development

* Relationship Building

* Event Planning

* Employee Relations

PROFESSIONAL EXPERIENCE

Incogneato Designs, Round Rock, TX 2010 to Present

Sole Proprietor

Founder and owner of business that specializes in a variety of creative outlets including print design, event planning and jewelry design. Design collateral for organizations including Delta Sigma Theta sorority, East Nineteenth Street Missionary Baptist Church and other small/startup businesses.

Key Accomplishments:

* Managed all aspects of getting business up and running.

* Obtained clients in need of service through successful self-promotion.

Cook-Walden Funeral Home, Austin, TX 2012 to Present

Funeral & memorial service provider, serving the Austin, Texas area.

Memorial Specialist

Responsible for the creation and design of memorial service stationary including service folders, bookmarks, acknowledgement cards and other items. Also responsible for staffing services, order processing and other general office duties.

ReachForce, Austin, TX February 2012- September 2012

Cloud-based software and lead data services company that accelerates conversions from various marketing initiatives including inbound, outbound database.

Customer Success Partner

Managed multiple client accounts and participated in the daily planning and scoping of client projects. Provisioned lead data for clients, strategically working to identify solutions based on marketing and lead-generation needs. Partnered with sales and other cross-functional team members to ensure optimal client satisfaction.

eMDs, Austin, TX 2011-2012

A leading provider of electronic health records and practice management software for physician practices and healthcare groups.

Interface Project Manager/ Implementation Engineer

Managed and developed relationships with numerous vendors and clients simultaneously through daily project planning. Established risk mitigation strategies and contingency plans for each implementation, in addition to scoping and developing project plans (including technical specifications) based on client/vendor needs.

Hoover`s, Austin, TX 1997-2011

Global market leader in business information on companies, industries and executives. Subsidiary of The Dun & Bradstreet Corporation.

Customer Support Manager (2005-2010)

Led a service team that supported company`s global customer base of more than 10,000 accounts that included Fortune 500 companies and small- to medium-sized businesses. Recruited, hired, managed and trained team of 8 to 10 full-time support representatives, as well as a number of part-time associates. Hired additional staff based on service level needs. Provided general and technical support through phone, email, live chat and web conferencing. Collaborated with Product Training Team to develop virtual training initiatives in accord with company`s best practices. Performed project management duties that included the defining and establishment of customer support strategies for multiple internet product releases, working within tight deadlines and with limited resources. Served as customer advocate, communicating feedback to the company and working closely with internal business resources to develop customer-focused and driven marketing and product and sales support plans.

Key Accomplishments:

* Led the customer support team to consistently meet established service level goals of answering at least 80% of calls in less than 10 seconds and to beat published goals of email correspondence support response time.

* Developed comprehensive analysis of company-wide customer service, resulting in the creation of Customer Experience Department which focused on holistically improving customer experiences.

* Recognized for outstanding work by receiving -For the Love of the Customer- award and induction into the First Hoover`s Club.

* Led the customer service team to receive the Austin Chamber of Commerce Austin Business Award for Customer Service in the large company category.

* Selected by company president to represent Hoover`s at the Executive Leadership Council Leadership Conference and Gala.

Customer Support Manager (1998-2004)

Recruited, hired and trained six full-time support representatives and hired additional staff based on service level needs. Created team building and reward and recognition programs. Developed quality monitoring programs, training programs and standard e-mail response templates to maintain strong customer communications.

Key Accomplishments:

* Led the Customer Support Team to a company reputation as the -go-to- team for quality candidate recruitment, resulting in more than 15 team member promotions throughout tenure.

Member Services Marketing Coordinator (1997-1998)

Developed and delivered e-mail communications to customers using marketing tools and web-based services. Created and maintained standard customer communication, including support team scripting, standard response templates and help center content creation. Collaborated with others in the coordination and development of marketing programs designed to aid new customer generation, subscription and retention.

Online Customer Support Representative (1997)

Responsible for the training of external customers on products, tools and services. Created and maintained standard e-mail responses. Provided technical and billing support. Corresponded with customers over email and telephone.

EDUCATION AND TRAINING

Interactive/Graphic Design Certification, Austin Community College, Austin, TX (in progress)

Bachelor of Science, Communications, Texas Woman`s University, Denton, TX, 1996 (Minor: Business Marketing)

VOLUNTEER EXPERIENCE

East Nineteenth Street Missionary Baptist Church, Austin, TX 1998-2011

Creative Arts Director (2003-2011)

Produce and design multiple yearly creative arts productions for more than 50 youth. Design and create marketing and communication collateral for church and community distribution. Develop project plans for each event. Work with internal resources to ensure placement of all necessary production components.

Youth Ministry Teacher and Curriculum Coordinator (1998-2002)

Developed and designed a Biblically-based curriculum for students in kindergarten through 12th grade.

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