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Customer Service Project Management

McDonough, Georgia, United States
November 30, 2017

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Alpharetta, GA

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Ardmore, OK



Results-oriented Customer Service Professional with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Skills

Client relations specialist

Meticulous attention to detail

Conflict resolution techniques

Skilled multi-tasker

Team management

MRP and SABLE proficiency

Cisco,WFM, GSP, and Citrix software proficiency


HBS CEN Customer Service Professional

American Express HBS Small-Med Business Operations CCP Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Cross-trained and provided back-up for other customer service representatives when needed. Resolved product issues and shared benefits of new technology. Managed quality communication, customer support and product representation for each client. Guaranteed positive customer experiences and resolved all customer complaints. Regularly sought opportunities to up sell and add on additional services. Collected customer feedback and made process changes to exceed customer satisfaction goals. Monitored and tracked securities transactions, fund transfers, margin accounts and option trading. Researched banking guidelines and statutory requirements to stay updated on new laws and applications. President/ CEO

1 Amazing Event, LLC

Leveraged social media websites such as Facebook, Instagram, Twitter, Pinterest, and Snap-chat to promote services and gauge customer needs and preferences.

Entered revenue and expense transactions and prepared expense reports. Prepared and filed financial statements such as balance sheets and income statements. Created professional presentations to creatively communicate design intent and direction. Ensured that the project vision and design intent were reflected. Reviewed project costs, budgets and adherence to schedules. AOC Off-line Coordinator

Verizon Wireless

Provided accurate and appropriate information in response to customer inquiries. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Collaborated with other administrative team members, human resources and the finance department on special projects and events.

Developed and managed third-tier resolution process to resolve issues originating from the customer retention team. Successfully managed the activities of 75 team members in multiple locations. Reduced amount of employee overtime by 53% by effectively delegating tasks. Owned team productivity metrics.

Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

Analyzed program effectiveness with standard metrics. Call Center Support Supervisor

Recruited, managed and mentored an average of 125 new customer service representatives per year. Improved service quality and increased sales by developing a strong knowledge of company's products and services. 166 Vinings Drive, McDonough, GA 30253 H: 404-***-**** 2015

Atlanta, GA

Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately.

Effectively communicated with team members to maintain clearly defined expectations. Developed rapport with the customer base by handling difficult issues with professionalism. Education and Training

Associates of Business Degree: Business & Project Management Strayer University

Business & Project Management


Careful and active listener, Professional and friendly, Multi-tasking, Prioritization, Strong public speaker, Client Relations, Computer Proficiency, Data Entry, Creative Problem Solving, Critical Thinking, Customer Needs Assessment

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