Customer Service Project

Deborah Porter

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

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

City: Buffalo

State: NY

Zip: 14211

Country: USA

Phone: 716-***-****

Skill Level: Experienced

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DEBORAH PORTER

Buffalo, NY 14211 * 716-***-**** *

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

EDUCATION:

D'Youville College, 2001 - Bachelor -

Business Management/Marketing

Advanced Computer Skills

Microsoft Office (Word, Excel, Outlook, PowerPoint, Publisher, Project) and WordPress

CORE COMPETENCIES:

Project Management:

Superior project management through identifying tasks, assessing time and priority, managing tasks through completion and providing scheduled updates to achieve the desired results. Managed multiple projects simultaneously while staying focused on the agency goals. Increase enrollment in a national literacy campaign by 129% in 2-years; increased community involvement by 60%.

Quality Assurance:

Responsible for maintaining and managing all CQM (Continuous Quality Management) established standards. The areas covered federal and state regulatory procedures, customer service, billing & product installation, resolving customer issues all while creating a positive customer experience. Served as Chair for the Policy & Procedures committee.

Process Improvement:

Streamlined the project tracking process through implementation of policy & procedures, project assignment, tracking and coordination for a staff of 75 employees within the Marketing Division. Developed a process to increase enrollment in a national literacy campaign, and mental health awareness campaign, all while increasing sponsorships/donations and engaging the community.

Report Generation:

Experienced in developing, implementing and maintaining accurate reports. Report types included but not limited to: monthly, quarterly, & annual reports for regulatory agencies, board of directors, and management. These reports encompassed: demographics, financials, event evaluations, economic trends, human-resource tracking, budgets, expense statements, project status reports & productivity. Actively managed information to ensure compliance with all regulatory agencies and deadlines.

Communication:

Effective communication skills enable me to relate to individuals from all levels and served as Liaison between customers, agency, departments, staff/volunteers and organization. Managed all customers verbal and oral communications included writing newsletter, brochures, flyers, policy & procedures, reports, training manuals, presentations, etc. and distributed communications to a 4000+ email database.

Customer Service:

Extensive management of customer service departments including indentifying customer needs, resolving customer concerns and creating a positive customer experience. Managed customer issues using a hands-on approach and trained employees on how to diffuse client situations while maintaining corporate objectives.

Research/Analysis:

Completed many projects which include but are not limited to product & process introductions, improving employee satisfaction and building data models. Developed surveys, interviews and administered questionnaires to compile reports that analyzed data leveraging demographics and economic trends and their impact on the community.

Recruitment:

Interviewing, selection, hiring, and evaluation experience. The focus was to match skills to job duties/responsibilities and ensure personality fits the corporate culture. This emphasis has aided in the retention of employees.

ACCOMPLISHMENTS:

- Developed a project tracking database and reporting system to capture the 1,100+ internal projects requiring marketing resources.

- Performed site location analysis for 373 Upstate New York branches and prepared reports and recommendations for decision makers.

- Planned and implemented a country-wide event increasing attendance by 600% and sponsorship/ donations by 22% over four years.

- Streamlined the enrollment process of a family literacy campaign and increased attendance by 129% over two years; aggressively enrolled families in the Dolly Parton Imagination Library program and exceeded the first month projected enrolment by 41%.

PROFESSIONAL HISTORY:

* Community Outreach/Marketing Coordinator

Read to Succeed Buffalo, Buffalo, New York 14202 (3/2010 - 12/2011)

* Director of Social Marketing (Family Voices Network Program)

Erie County Department of Mental Health, Buffalo, New York 14202 (12/2005 - 9/2009)

* Program Analyst

Adelphia Cable - West Seneca, New York, 14202 (2003-2005)

* Marketing Geographic Information System Specialist

HSBC Bank USA, Buffalo, New York (2000-2003)

* Advertising/Promotion Officer

HSBC Bank USA, Buffalo, New York (1998-1999)

Contact this candidate