Customer Service Management/Project Management

Sandra Lustin

**** ****** ****, *******, ******* 404-***-**** *******@*****.***

KEY SKILLS

PROFESSIONAL EXPERIENCE

Project/Program Management Experience

Escalation Management

Case Management

Retail/Sales Experience

Results Driven

Proactive Task-Management Style

TECHNICAL PROJECT PROGRAM MANAGER - Sprint Communications

Atlanta, GA 2013 to Present

Specialized in the cross-functional program management and implementation of technical, employee, quality and business service assurance projects

Identify key internal/external stakeholders necessary for project completion

Worked on multiple projects simultaneously, including cost saving initiative projects that have saved the company 2+ million per month. Also have experience working with Fortune 500 companies and on nationwide projects

Escalation Management, managed highly visible escalations to resolution

Instrumental in planning and executing innovative strategies to achieve objectives for infrastructure improvement

Worked directly with senior and executive level management on understanding key operations metrics and possible effect

Responsible for maintaining a broad scope of understanding as relative to Sprint network components, fix agencies and external vendors

Required to possess strong communication skills for the effective dissemination of updates/status/plans of action to stakeholders and engaged parties

Successfully managed and influenced consumer expectations while ensuring optimal customer service with small and large businesses

Exhibit the business acumen to translate customer complaints and network performance into strategies for optimal issue resolution

Draft, publish and maintain process documentation and written communications to be distributed both internally and externally

Implement analytical skills to identify network related trouble to ensure the according parties are engaged to address the matter

Accountable for individual time management and multitasking for a productive workflow

Act as a representative for the company to be a knowledgeable and technical voice for both internal and external conference calls

KEY STRENGTHS

Exceptional Customer Service and Leadership skills

Professional Demeanor

Proficiency with Office Equipment and Software

Solid Problem-Solving Skills

Detail Oriented

Strong Organizational Skills

EDUCATION

Bachelor of Arts in Sociology Binghamton University

CNS SPECIALIST - BUSINESS WIRELESS TICKET MANAGEMENT - Sprint Communications

Atlanta, GA 2010 to 2013

Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals

Cultivate and sustain an extensive knowledge in Custom Network Solutions, billing, data applications, data services and network performance

Research, document, and propose new methods or modifications to existing methods of customer support processes for CNS customers

Effectively escalated network issues to resolution, while sustaining interaction with the customer/account team to ensure proper and concise expectations are set

Provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with company protocols

Active participant with the company’s internal Wireless Documentation Task-Force, with a focus on outlining procedures and responsibilities related to Custom Network Solutions to be published into company recognized Method & Procedures and other official documentation

Schedule, organize and conduct team meetings

Provide inbound/outbound telephone support for customers by implementing basic and advanced troubleshooting, investigating and resolving customer questions and problems

Maintain a positive, problem-solving approach in the spirit of cooperation in the team environment

Instruct customers on usage of features of all handset models, network coverage and technical issues, data services, troubleshooting computer connections with Sprint devices and installing Sprint software

BUSINESS CUSTOMER SERVICE REP I - Sprint Communications

Atlanta, GA 2007 to 2010

Provided customers with the highest quality support for technical service impairment concerns

Firm understanding of MPLS, M2M, VPN, Frame Relay, ATM, & Point to Point circuits and products

Creation of customer trouble tickets

Escalation efforts on existing trouble tickets until successful resolution

Responsible for upkeep of proprietary and personal customer information

Administer support to customers on operational or maintenance aspects of equipment

Serve as a customer contact on service related problems

Determine the most cost effective repair/resolution to minimize customer downtime.

PROVISIONING SPECIALIST II - Sprint Communications

Atlanta, GA 2006 to 2007

Install data and voice orders throughout completion to include private lines (DS0’s, DS1’s, DS3’s, & OCX’s), PRI, CPE, Change Request, and Disconnects. Perform customer credit reviews, build customer accounts in appropriate billing system, and apprise customers about their account

Effectively handle customer service issues and escalations

Maintain knowledge of new or revised methods and procedures as products and systems change

Manage tracking of orders by utilizing Mainframe Order Management Systems (MOM), and Order tracking system (OTTO)

Customer Service, Data Entry, Liaison between provisioning team and the assigned Implementation specialist

EDUCATION SPECIALIST - Professional Career Development Institute

Norcross, GA 2005 to 2006

Providing customers with the highest quality support to customers for technical service impairment concerns

Assisted with tutoring/ mentoring students via telephone, e-mail and written communication

Successful processing of enrollments and payments for current, and newly enrolled students

Grading of student exams

Modified and implemented new processes for student course material

BANK TELLER - Bank of America

Smyrna, GA 2002 to 2003

Providing customers with the highest quality support on bank transactions

Processor of enrollments and payments on credit card/ loan payments

Bookkeeping and cash management

ADMINISTRATIVE ASSISTANT - Local No. 69 of BCTGM Int. Union

Port-Chester, NY 2001 to 2002

Task management to hire ups

Administer support to executives on day to day operational duties

Schedule, organize and conduct team meetings

Draft, publish and maintain process documentation and written communications to be distributed both internally and externally

CASE WORKER - COLLEGE AIDE - NYC Dept. of Health – Bureau of TB

Bronx, NY 1997 to 2002

Provided solutions for patients in regards to education, housing, medical and employment obstacles

Monitored patient’s medical and social progress

Maintained highly infected and contagious TB patients

Patient enrollment, registration, and triage

Monitored incoming and outgoing patient records

Schedule appointments and telephone duties

Contact this candidate