Customer Service Project Manager

Keith Daniel Schwartz

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

Phone # 214-***-****

SUMMARY

Energetic, results oriented, self-motivated, hands-on individual with experience in mailroom, project management, and facilities services. Major strengths in organizing, planning and implementing ideas, problem solving, and solving problems while managing others and directing projects to their successful completion. Demonstrates managerial competencies to organize and mobilize resources necessary to drive day-to-day operations across multiple functions. Proven ability to communicate effectively and work well with employees at all levels of the organization.

EMPLOYMENT

JDA Technical Service Group - Resource Coordinator

Irving, Texas, March 2014 – August 2017

Manage logistics and coordinate efforts to get engineers dispatched to a customer location as quickly and as efficiently as possible. The role is critical as the RC connects the customer to the engineers who are helping to service their business.

Resource Coordinator

The dispatch process includes, but is not limited to:

Interpreting request information to determine appropriate required technical skill or service accreditation requirements.

Identifying Engineers meeting selected criteria

Facilitating multi-point communication

Proposing options that balancing the shortest wait time (calendar management) with customer proximity to help control travel costs (for onsite engagements).

Coordinated multiple projects that involve proactive services, reactive technical support and critical situation crisis resolution while monitoring each step of the process for seamless execution for each Microsoft client.

Leveraged coaching and soft skills to promote and implement changes to current practices and softly management conflicting customer/client objectives while negotiating with multiple account managers who are pulling from a limit talent pool.

Daily, executed problem solving and organizational skills to balance monthly average of 1,100 resource request for the Microsoft customer in North America and Canada.

IT Related

Imagining, installing, modifying and repairing computer hardware and software

Run diagnostic programs to resolve problems

Ability to quickly learn new software & IT concepts

Creative and proactive thinker with strong problem solving and decision-making skills

Ability to work autonomously as well as an integral member of a team

Able to perform maintenance on user computers including hardware and software troubleshooting. This includes imagining, installing, modifying and repairing computer hardware and software.

Pitney Bowes - Mailroom Processor / Team Lead

February 2007 – October 2013

Applies hands on management and supervises a staff of three while successfully establishing high productivity output and effective teamwork. Developes work methods resulting in cost savings and high customer satisfaction. Suggest and implement ideas and solutions resulting in quick turnaround problem resolutions.

Other duties consists of:

Daily shipping and mail distribution between local facilities

Manage mail stops for two corporate locations

Train new associates on proper mail distribution processes

Provide face to face customer service to all departments

Responsible for the total process of the mailroom operation (sort, meter, fedex, ups, dhl, arrival system etc.)

Maintain records of monthly inventory up-to-date

Performs annual budget of mailroom supply costs

K-Design – Project Supervisor

Addison, Texas, May 2003 – February 2007

Developed and implemented a successfully operational and profitable shipping and warehouse function. Manage to achieve quarterly shipping and handling revenue of 15 percent of the company’s annual revenue.

Supervised a staff of two and coordinate daily work assignments and special tasks. Coordinate, track and inventory all new items and products.

Created One Sheet for Film Projects

Researched for film creation ideas

Supervise and assist with quality control efforts

Assist personnel in other K-Design offices with making equipment decisions, answering questions, reviewing proposals/contracts and ordering supplies.

Supervise and assist in maintaining neat and orderly work environments within each department that falls under the responsibility of the Project Supervisor.

Supervise and assist with the preparation and updating of procedural manuals for each department that falls under the responsibility of the Project Supervisor.

Prepare and adhere to annual budgets for each cost center

Time Warner – Addison, Texas, April 2001 – May 2003

Operations Department –Project Manager/ Research Analyst

Provided support to Marketing team of 65 employees. Created, updated, proofread and designed office documents. Responsible for placing all software requests for the Dallas office, as well as tracking software shipments.

Purchased various name brand computer hardware and software products, license agreements, modems, and other PC devices and peripherals, audiovisual equipment, furniture and office supplies. Obtained RFIs’ and RFQs’ from vendors and suppliers.

Research cases submitted by customers for inquiries or to correct discrepancies to their accounts.

Work on both web-based and company programs for research tools

Monitored multiple systems and programs

Downloaded and uploaded cases through internal programs along with manually inputting by data entry

Worked in two specific areas pertaining to specialty and high priority cases

EDUCATION

COLLIN COUNTY COMMUNITY COLLEGE

Teaching Certification

TEXAS STATE TECHNICAL COLLEGE

Major: Electrical Systems Technician / Drafting and Architectural Design

Bachelor’s in Electrical & Architectural Design / Marketing Design

REFERENCES

Available upon request.

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