Customer Service Project Manager
Resume:
Richard Clayton
240-***-**** *****@*****.***
Project Manager
Systems Support Training Customer Service
Results-driven, resourceful Project manager with strong training and systems development skills. Track record of successful client relationship development and effective leadership of product launch teams. Detail-oriented problem solver, effective at troubleshooting and resolving diverse technical issues. Skilled at developing relationships with internal and external stakeholders, providing required information and analyzing and resolving problems promptly and effectively.
IT Systems Support
Training & Development
Troubleshooting
Customer Service
Project Management
Facilities Management
Verizon Proprietary Software
Documentation Management
Technical Issue Resolution
Billing Systems Conversions
Systems Testing
Microsoft Office Suite
Professional Experience
VIXXO INC, Linthicum, MD 2016 – Present
Customer Service Representative II
Evaluate client facility needs, and schedule appropriate services and/or maintenance.
Proactively escalate issues, and recommend corrective facilities actions.
Partner with service providers to provide best service experience for clients.
Manage crisis situations for clients, and insure the correct specialists are dispatched to properly handle the situation
MOM’S ORGANIC MARKETS, Rockville, MD 2015 – Present
Associate
Provide excellent customer service and support, maintaining ongoing communication and facilitating solutions to address concerns.
Merchandise produce and set up sales displays, unloading, organizing, and stocking perishable products. Provide feedback on quality and product sales to produce buyers.
Assist in store operations, operating cash register, maintain displays, and assisting as needed.
BRIDEWAY COMMUNITY CHURCH, Columbia, MD 2014 – 2015
Team Leader, Creative Arts
Recruited, trained, and supervised team of more than 30 volunteers, preparing and delivering specialized children’s programs in coordination with other ministries.
Led outreach efforts, organizing choir, dance, and worship teams’ performances.
Managed technical support team, providing audio, video, lighting, and graphic elements for services
and events.
Professional Experience Continued
VERIZON WIRELESS, Basking Ridge, NJ 2000 – 2014
Consultant, Business & Government Customer Operations (BGCO), 2010-2014
Managed project teams for IT system and process changes, including the Powerful Answers Project Initiation Team and Technical Advancement Learning Initiative Program.
Led national command centers for IT and product support releases, partnering with user acceptance testing to identify and resolve defects before and after systems launches. Troubleshot and resolved systems issues.
Streamlined escalated trouble ticket process, partnering with communications team to provide updates to BGCO management and staff.
Provided systems support for Northeast Area. Implemented and oversaw Work Force Management System. Coordinated request templates, document approval process, and IT development approach.
Consultant, Customer Service Business Development, 2009-2010
Led customer service efforts to update external materials for former Alltel customers.
Analyzed call trends and identified customer issues, serving as My Verizon Mobile subject matter expert (SME) for customer service self-serve strategy.
Consultant, Enterprise Systems, 2009
Served as team lead for rural cellular company billing system conversions and SME for Alltel billing system conversions. Partnered with Network and IT to resolve systems conversion issues.
Provided support for My Verizon Mobile application development and operations, partnering with Marketing to develop promotion strategies. Initiated system design for new and improved services.
Led customer service testing on My Verizon Mobile application, partnering with IT to test new released and fixes for service issues.
Managed My Verizon Mobile application content in One Source (customer service information database).
Manager, Enterprise Systems, 2005-2008
Managed billing and point of sale systems for Enterprise customer support, conducting focus groups in area call centers to determine system needs.
Prioritized and initiated systems projects, partnering with area systems teams to refine systems development and coordinate projects. Conducted systems development testing.
Provided direct support for technical defects.
Manager, National Accounts Systems, 2004-2005
Provided overall project management for national accounts customer service systems, managing development team and coordinating systems transition from centralized department.
Participated in regular meetings with senior leadership to discuss systems needs and transition status.
Supervisor, Technical Support, 2003-2004
Managed team of 30 coordinators responsible for providing technical assistance for voice and data products, facilitating training for products and support systems.
Launched new data products and technical updates, coordinating training and project management.
Achieved human resources objectives, selecting hiring, and reviewing nine team members and two lead coordinators for technical support.
Prior experience includes customer service and supervisory positions dating to 1994 for Bell Atlantic Mobile, Vice President at Washita State Bank in Burns Flat, OK, and Customer Service Representative at Home Life of New York in Piscataway, NJ.
Education
Bachelor of Science in International Public Administration, Oklahoma State University, Stillwater, OK
Training & Workshops
Essentials of Project Management, Villanova University
Project Management • DDI Communication Training • WDTS Training for Data Product Trainers • Qualcom Quick Connect and Smartphone Training• VZWise • Business as UnUsual • Effective Presentation Skills • Business Writing
Software Proficiency
Microsoft: Word, PowerPoint, Excel, Access, Project
VZW Systems: VISION, ACSS, I2K, NetACE, eROES, CATS, MAPPS, MTAS, Pilot Plus, Remedy, MARS, GiN Extranet, Vtext Admin Tool, MSN Mobile Manager Tool, Voice Gear Tool, Vblock Admin Tool, Blah Admin Tool, VZMap
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