Project Manager Customer Service

MARITZA MATOS

**** ** **** ***

Homestead, FL ***33

Cell phone: 305-***-****

E-mail: *******@*****.***

SUMMARY

Innovative problem solver with over 15 years’ experience in Business, Negotiations and Project Management. Detailed and Analytical skills, successful in handling multiple tasks, and research, demonstrate ability to work in teams and motivate others to exceed their potential and performance. Fluent in English, Spanish and French.

PROFESSIONAL EXPERIENCE

2003-Present -AT&T-Wireless

MSS-Wired/Wireless Service Provider

ICU-Sr. Specialist Manager-

• Resolves inquiries/claims and critical issues at a higher level in the wired and wireless sector of the company. Those are related to billing, ordering, provisioning and/or collections.

• Interaction with residence and/or business customers and in product delivery systems to analyze and resolve service issues.

• Resolves most complex issues including repair, maintenance, billing and/or orders

• Responsible for resolution, follow-up and escalation of customer reported problems and for follow-up activities with customer

• Responsible for the proactive identification, communication and resolution of service-affected issues, product/service information

• Technical support for product/service problem resolution-programs upgrades testing

• Recognizes and recommends operational improvements

• May serve as team lead and assist supervisor/manager with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems via the telephone and sometimes e-mail

• Provides direction and guidance to less experienced team members

• Serves at first-level escalation for problem resolution

• Project Manager/Lead/Support to our National Billing, Sales (U-Verse) and Operations department including an internal chat way of communications within employees in order to resolve customer’s issues.

• Analyzing and Research accounts in order to find a proper solution for a win-win situation within customer’s and the company for customer satisfaction

• Hiring/Transition/Discipline Manager

• Targeting performance and metrics

2002-2003-Immigration Law Office

• Aliens immigration documentation-input database

2000-2002-

Maricopa Attorney’s Office-Legal Assistant

• Legal Research-Documentation

• Civil-Criminal cases dispositions, closing cases-input in an internal government database

• Analysis-Research

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EDUCATION

MBA-(Master in Business Administration)- University of Phoenix-Miami FL GPA-3.90

Paralegal Certificate-AZ Paralegal Training Program

Bachelor of Arts-University of Puerto Rico-Magna Cum-Laude GPA 3.90

SPECIAL TRAINING/CERTIFICATIONS

Teacher

COMPUTER SKILLS

MS Word, Excel, Power Point, Publisher, Microsoft Outlook, Quickbooks, Internet-Social Media

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