Customer Service Project Manager

Nakia Washington

*** ****** *****, *********** ** 20785 • Washington, DC • Mobile 202-***-****

*****************@*****.***

QUALIFICATION SUMMARY

Results-driven, self-motivated professional who works well in fast paced environments that require strong organization, communication and interpersonal skills. Over 20 years management experience in customer service, excellent client management skill set with strong intuitive ability to interpret and resolve both employee and customer needs. I am confident and poised with all levels of management; ethical, trustworthy and committed to a high level of quality performance. PROFESSIONAL EXPERIENCE

Sprint Corporation, Columbia, MD October 2000 - February 2016 Implementation Project Manager

Accountable for matrix management of customer lifecycle from customer acquisition to billing activation through product portfolio. Lead diverse team in day-to-day operations, responsible for all account issues such as, resolving billing issues and account modifications.

• Responsible for establishing, enhancing, and maintaining the relationship between Sprint and the corporate community by anticipating customer needs and delivering creative solutions to complex issues

• Develop and Manage Implementation plan from beginning to the end

• Proactively provides one point of resolution to all accounts as well as providing a total strategic account relationship that is currently unmatched

• Provide technical, billing, research, and account maintenance to the corporate audience

• Manage portfolio with over 10,000 units generating revenue over $700,000 a year

• Extensive work with Sales partner and account management team to improve revenue growth, reducing churn, extending customer life cycle and delivering customer loyalty

• Work with cross functional teams to foster innovation and provide direction not limited to: Collections to resolve any payment issues/disputes, Fraud Operations for internal issues that may arise on large accounts that may be due to fraudulent activations and swaps, Network to assist with any network/BDA issues and Pricing/Marketing Departments to ensure pricing and contractual agreements are consistent

• Accountable for assigned account's satisfaction with total service, which includes utilizing other resources within Company to resolve problems, respond to requests, and implement solutions while remaining seamless to the customer

• Analyze accounts including business profiles, financial statements, and other tangible data to use in cross comparisons for the most cost effective plan and Assist internal teams with contract negotiation and extension

• Acts as mentor to less experienced customer relationship managers and national account managers with cross-functional experience

• Administrative functions to include reporting, spreadsheets, time and calendar management, travel & expense reporting, AP & AR

• Escalation point for Internal and External customer issues

• Train customers on new products and systems

• Work with several Federal, Public Sector, Corporate and General Business accounts big win backs providing training and deployment of devices, along with 3rd party application set ups as needed

• Assist sales teams with customers that are at risk of churning or to win back

• Some of the account supported included, DC Government (DC Charter Schools, Dept. Of Employment Serv. CPS, etc), Federal Government (Marshals, FEMA, etc), Corporate accounts (NVR, World Bank, Clark Construction, WJLA, Marriott, Gate Gourmet, Comcast etc..) General Business (Redcoats, etc)

Kaiser Permanente, Washington, DC Sept. 1994- October 2000 Medical Assistant/ Credentialing Assistant

• Work closely with the doctors to assure that the patients are diagnosis correctly to be treated.

• Daily work includes data entry, research and preparation for the following day.

• Assure that all physicians’ licenses are up to date and on file and logged into the database

• Request documentation for new hires

Technical Skills

MS Access, Excel, Word, PowerPoint, Business Objects, Ensemble (Sprint Systems), I-Care, Ensemble, FDT, Sales Force, Click it, Glance, Order Support, EAS

Education/Training

Nextel Management Essentials, All Inclusive Workplace, Managing Corrective Action, Performance Management, Behavioral Interviewing, Delighting the Customer, Time Management, and Presentation Skills, EMT Cert, Medical Assistant Cert., Project Manager Cert. thru Sprint, Customer Management, EAS/MAAS, Technical Support Tier 1, Train the Trainer, Deployment Support Teams/ Support

Tiger Team Self -Serve, Wireless Product Training SME, Federal Deployments ADHOC Recognition

Going the extra mile, Varies Customer internal and External Kudos (ICE, CPS, FEMA, etc.) University if Phoenix Online - Business and Marketing (Work in progress) References will be provided upon request

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