Customer Service Project Manager
Resume:
Danielle Lovick
*** ******* ****** ***. *** Atlanta, GA 30316 404-***-**** ***************@*****.***
Profile
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Assistant Project Manager with strong interpersonal and organizational skills with the ability to multitask a variety of challenges
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and responsibilities
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Education
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DeVry University (GPA is 3.4/4.0)
Bachelor of Science- Project Management
Project Management Professional Certification (PMP)
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Skill Prep in progress-Fall 2013
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Summary of Skills
Organizational
Worked with the Strategies and Development Department/Project Management Team with the Atlanta Public Schools District
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Office, General Electric (GE), and the Atlanta Education Fund alliance to develop Program Management
Created and designed new, simplified document formats, project methodology templates and guidebook which gained company-
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wide acceptance for the Executive Partner Mentoring Program at the Atlanta Public School System and General Electric (GE)
Mentors and Mentees to create a more efficient project processes
Delivered exceptional task proficiency and proposals to the Executive Partner Mentor Program for content and aesthetic
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prospective for organizational purposes.
Administrative
Experienced in document formatting, proofreading, and administrative assistant duties
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Skilled in Microsoft Office: Microsoft Project, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft OneNote,
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Outlook, Microsoft Groove, Microsoft InfoPath, Microsoft Access, CA Clarity PPM, Oracle 11i
• Ability to type 60 words per minute, and 9,000 keys per hour without errors
Work History
Ricoh Americas Corporation February 2012-March 2013
Processed business equipment orders to achieve on time delivery and customer satisfaction.
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Utilized Oracle 11i to process all orders closed by sales representatives in Wisconsin.
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• Analyzed and processed over 75-100 orders per week to meet goals and deadlines.
• Wrote and forwarded communication with local sales order processing team, field administrators and management regarding
orders that were tracked until funded and invoice closed.
Atlanta Public School System/General Electric (GE) –Strategies and Development Intern May 2011-February 2012
Assisted the Track Implementation Consultant in all aspects of the implementation project.
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Exceptionally organized project documentation: meeting minutes, meeting notes, objectives, etc for projected purposes
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• Diligently worked with APS and GE project management team members to modify GE project management training
Provided assistance to Atlanta Public Schools to create templates and training that was consistent and of most use to the education
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environment
Maintained implementation task plans, execution schedules and resource assignments
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Held responsibility for project documentation
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Coordinated development activities with Management Control’s technical resources.
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Verizon Wireless- Assistant Manager/Sales Representative December 2009-May2011
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Held accountability and responsibility for overall daily task success from start to finish
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Supervised a small enthusiastic staff of 6
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Established career and personal development goals with employees that enhanced skill sets and knowledge of the industry,
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products, and quality customer service.
Developed and lead an effective team that proactively qualified Verizon Wireless customers and effectively communicated the
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benefits of Verizon Wireless products and services.
Activated cellular service through Eroes systems
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Processed equipment ordering on a daily and weekly basis
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Assisted in the approval of employee time, managed schedules and time off requests to meet the needs of the business, motivated
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employees to achieve sales and compliance results
Bank of America- Fraud Analyst August 2008-December 2009
Reviewed potential fraudulent account activity with customers over the phone for the initiation of fraud claims
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Assisted with assigned areas of Fraud to develop and maintain process measurements and implement controls to monitor
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fraudulent processes
Successfully conducted customer interaction involving inbound customer concerns and their resolution
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Resolved customer merchant, credit, or ATM claims within the bank's policies and procedures
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Provided risk management assessment and risk mitigation strategies
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Applied data mining and statistics techniques to identify opportunities and make recommendations to control losses and increase
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efficiency
Ensured that all cases were resolved in compliance with industry regulations and bank procedures, integrity levels of the
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department's case management system and financial controls
E2 Coffeehouse- Manager/Barista December 2004- July 2008
Prepared gourmet coffee and tea beverages
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Worked with suppliers to find the best quality products at competitive prices
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Managed a small enthusiastic staff of 12-15
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Maintained all inventory and bookkeeping duties
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Provided technical customer service for wireless internet access on laptops and desktop computers
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Created/Maintained scheduling
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Trained new hires on proper espresso preparation techniques
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Assisted in judging to Certify Baristas
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Membership
Future Business Leaders of America-Phi Beta Lambda (student member)
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