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Customer Success manager resume Project Manager

Campbell, California, United States
April 24, 2018

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Annette Sanchez

P: 408-***-**** E: L: Campbell, CA 95008 W: annette's portfolio LinkedIn CAREER PROFILE

Seasoned professional with a passion for coordinating projects, building lasting relationships, and resolving escalation matters. I’ve taken a few short-term assignments while furthering my education online with courses in marketing, customer experience management, and business writing. WORK EXPERIENCE

MBL-Energy (3 months/pilot program) Jan 2018 – Mar 2018 Program Specialist – Business Development O&M San Jose, CA

• Create and manage Google scheduling calendar and key code for technician site visits

• Create master maintenance log spreadsheet for O&M program

• Engage in B2B relationships, attend conference calls meetings, learn EPC business model

• Develop new program documentation; executive summary, dispatch process, SLAs, etc

• Re-organize OneDrive vendor and partner folder structure, enforcing proper nomenclature

• Create marketing flyers, interview PMs for case studies, and update social media platforms

• Coordinate site visit logistics with vendors and sub-contractors via MS Outlook

• Supervise lead technician’s daily activities, verifying time-card union and job code accuracy

• Read As-built drawings and electrical schematics extracting specific job site information

• Contact manufacturer’s tech support for remote troubleshooting on triggered alarms SunPower by ProVoltz (1 yr & 4 months) Sep 2016 – Dec 2017 Project Coordinator – Customer Care – Operations Campbell, CA

• Research new software and team communication apps for company use

• Help train team use PM tool Asana and Slack Messaging app

• Create templates in Asana for tracking service calls, referral programs, and project life cycle

• Monitor and assign tasks and subtasks with due dates to appropriate team members

• 17+ open concurring projects at any given time, track progress payments and invoices due

• Create docu-signs for revised contracts, change orders, and service agreements

• Provide remote troubleshooting and power cycling for service calls, and create index glossary

• Extract data from As-built drawings in Dropbox for processing NEMs in PG&E portal

• Manage complex scheduling calendar in iCal for installers, electricians, and sub-contractors

• Coordinate submittals & inspections with city and county inspectors, in person hand-offs

• Predict possible roadblocks with project timeline; notifying finance, operations, or sales team

• Take ownership of project for customers with long drawn out issues, buck stops with me

• Configure SunPower rebates; calculating kWh and system size, process with 3rd party channel

• Develop leads questionnaire, create phone and e-mail scripts, and customer feedback surveys

• Interview leads, highlight benefits of purchasing SunPower system over competitors

• Design on-boarding welcome packets for customers, resolve customer escalations

• Edit flyers, e-mails, & correspondence letters from CEO, and create reference manual

• Encourage Yelp reviews from customers; respond to written reviews on behalf of CEO

• Travel to customer site, collect final payment in person at hand-off 2

ZAG Technical Services (4 months/temp) May 2016 – Aug 2016 Customer Support Liaison – IT-Dispatcher San Jose, CA

• Answer IT support calls, assign tickets to engineers, and monitor team activity in Connect Wise

• Manage process for PC build, hardware, and VoIP service tickets

• Create custom phone scripts and reference manual for IT Dispatch Desk

• Investigate service outages with remote monitoring and notify departments and end-users CBRE – Cisco’s San Jose Campus (4 months/temp) Jan 2016 – Apr 2016 Click to Chat Agent – Facilities Department San Jose, CA

• Answer phones and conduct live timed chats with clients in the United States and India

• Create work orders using multiple platforms and notify teams of network outages

• Cross-train other team members for live chat process and create reference manual for Click to Chat program

• Research answers for customers using Cisco directories, offer search-term suggestions for Jive & URL links

• Coordinate repairs with vendors & technicians, arrange escalation matters to appropriate building planner

• Create customer scripts in Oracle, take meeting minutes in Web-X meetings with vendors Fix (2 yrs) Jul 2014 – Aug 2016

Customer Support Specialist – IT Helpdesk Palo Alto, CA

• Manage customer experience, escalations, and create correspondence letters to customers

• Educate customers on products, services, encouraging product upgrades, and order hardware parts

• Post and monitor ads on Craigslist and create website for Sr. Technician Various Families in Peninsula (14 yrs) Feb 2000 – Jul 2014 Family Assistant, Household Manager Menlo Park, CA

• E-mail weekly progress reports to parents regarding children’s behavior and academic outcomes

• Manage logistics for family’s 60-day calendar, create command center, and pay bills online

• Participate in school activities on behalf of parents and tutor kids with homework assignments

• Implement and delegate chore routines, teach respect, accountability, and problem-solving skills

• Assist with house matters when needed; grocery shopping, airport pick-ups and drop-offs, etc

• Arrange guest room accommodations for visiting family members and friends

• Plan weekly meals from family cookbooks, make healthy snacks, and cook family dinners

• Plan birthday parties for all children and coordinate household and vehicle repairs with vendors Hewlett Packard (6 yrs) Feb 1994 – Jan 2000

Expedite Desk Coordinator, Call Center Agent – Sales Team Santa Clara, CA

• Expedite orders to warehouse team, research and resolve PO discrepancies

• Provide status updates to sales team, warehouse, and end-user, create filing system

• Data entry, mail distribution, faxing, filing, records management

• Answer 55+calls a day, transfer to appropriate department

• Appointed authority resolving customer escalations in absence of team leads TECHNICAL SKILLS MS Word, Dropbox, One Drive, Outlook, Excel, Oracle Chat Cloud, M-HelpDesk, Asana, Connect Wise, Slack, Skype, Numbers, Google Docs, Google Calendar, iCal, Cisco Web X, Mac & PC EDUCATION

Business Writing - Online Course 2018 Active On-going Project Management Training - PMI Institute Online 2017 Active On-going Web Design -Marketing - Online Course 2017 Complete Customer Service Training - Cisco San Jose Campus 2016 Complete University of Wisconsin, WN - Solution-Focused Brief Therapy 2009 Certified Practitioner

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