Customer Service Manager

Corella Beasley

Dallas, TX ***** 214-***-**** *******.*.*******@*****.*** linkedin.com/in/corella-beasley-b7472078 Professional Summary

An experienced Project Manager Professional with strong leadership, relationship-building skills and solid experience managing all levels of multiple projects including testing, documentation and implementation. Skills

• Project Management and Implementation • Process Design

• CRM Software (SAP, Salesforce, Citrix, Zendesk) • Service quality improvement

• Service Quality Improvement • Documentation and Training Professional Experience

Independent Contractor

2009 to 2018

Arise at Home – Dallas, TX

• Responsible for logging into a dedicated system daily, updating system data, assisting with use of self-help tax preparation software, as well as providing technical support with the use of the product on Windows and MAC platforms.

• Used upselling techniques to assist with purchase of apparel and footwear as well as order problem solving skills.

• Worked as n at home agent for a local utility company and was responsible for billing research and explanation as well negotiation for bill payment or payment plan creations.

• Assisted clients as the first point of contact for home warranty ticket creation and coordinated repair services with vendors.

• Provided SME and QA support in areas of expertise to an assigned team of 25-30 work from home agents. Project/Program Manager I/II

2007 to 2017

Sprint Wholesale – Irving, TX

• Developed departmental wholesale wireless support initiative by successfully partnering with Call Center Infrastructure System Analysis, Wireless BCOM order entry and Wholesale Operational Service Management to design and implement a department wireless profile.

• Built wireless model for the wireless support initiative.

• Increased profits 38% by developing, initiating, and managing support of DataLink BAN creations, activations and maintenance.

• Initiated rollout of new 24-hour FCC Porting and Bring Your Own Device Mandate. Trained, coached and mentored department to ensure smooth adoption of new program.

• Strengthened company's business by leading implementation of the Enhanced Cable Voicemail Platform which added 2,600 additional postpaid accounts to the platform. Employee/Retail/Business Care Assist I/II

2003 to 2007

Sprint Consumer Retail – Fort Worth, TX

• Provided customer service for an average of 60 calls per day, answering customer installation inquiries, solving service related problems, and providing trouble resolution information.

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• Processed Business Special Services initiatives, both offline and online, which included International Roaming, Vision Wireless Web Modem Activations, and Corporate Activations.

• Troubleshooting technical problems surrounding call completion difficulties and handset features relating to international roaming and dialing as well as billing issues and account maintenance.

• Partnered closely with team and management to determine process and system needs as related to service issues.

Education

Business Basics Certification, Advanced Career Training, Dallas, TX Six Sigma Green Belt Certification, Johnson County College, Overland Park, KS

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