Customer Service Project Coordinator

Julie Thurlow

** ***** ****, ********, ************, S43 3PY

Home telephone 012**-******

Mobile 074**-******

Email *****.*********@*****.***

Profile

A Project Coordinator with IT Service Management experience with a commitment to customer service. Confident in solving problems while keeping calm under pressure and attentive to details. Has the ability and experience of liaising with both internal and client teams and can quickly and effectively pick up new work. An enthusiastic and supportive team player that enjoys the challenge of a people-orientated environment where customer care and provision of a first class service is essential. Adapts easily to new environments and I enjoy new challenges.

Key Skills

Experienced Project and Workflow co-ordinator with proven Project coordination skills

Excellent organisational, administrative and communication skills – both written and oral

Ability to organise and process information in a logical and methodical manner

Accustomed to working under pressure, prioritising workloads and delivering to tight timescales

A proven track record of delivering to agreed objectives

Ability to work effectively within a team or singularly

Proficient in Microsoft Word, Excel and Outlook

Self motivated with flexible attitude and able to adapt to change quickly

Excellent geographical knowledge due to dealing with nationwide engineers

Nominated by Manager and peers for 3 value awards

Employment History

N G Bailey IT Services 2012 – 2018 Project Coordinator

Perform all month end financial processes including consolidated customer billing. Create and submit billing reports to the customer for mitigation.

Collate all sub contractor payment requests against the purchase order submitted. This is done on a monthly basis to enable sub contractors to submit 1 invoice for multiple purchase orders raised.

Coordinate project management activities, resources, equipment and information on the BT account

Lead coordinator for any new accounts to ensure a seamless migration to the client before handing to over to colleagues, training them in the delivery.

Ensure the planning and delivery of projects was performed both to cost and timeline.

Work closely with credit control to reduce aged debt.

Assisted with the implementation of a new job management system (IFS).

Prepare monthly Service Level Agreement reports to submit to the customer.

Provide support and cover for Team Leader for annual leave and sickness etc.

Raising Purchase Orders and Invoices and dealing with Subcontractor and Client queries.

N G Bailey IT Services 2006 – 2012 Estimator

Produce quotations by identifying labour, materials, and time requirements by studying proposals, specifications, and related documents

Review and evaluate cost estimates

Establish and maintain working relationships with vendors and subcontractors

Adhere to company standards and guidelines when analysing and providing estimations; focus on maximising profit and customer satisfaction, while minimising any potential risks to the company

Collecting quotes from materials suppliers and sub-contractors

Researching materials, equipment, transport and labour costs

Ensure quotations are submitted within the SLA agreement. Submit quotation on the customers behalf to their customer ensuring correct margins are used.

N G Bailey IT Services 2004 – 2006 Project Coodinator

Employed as a Project Coordinator to assist in the initial setup of the business in Chesterfield, instrumental in the delivery of a new project office to support a new account.

Liaise with clients to identify and define requirements, scope and objectives

Monitor project progress and handle any issues that arise

Act as the point of contact and communicate project status to all participants

Create and maintain comprehensive project documentation, plans and reports

Progress customer faults through the Incident Management processes; triage faults and ensure that resolution is progressed within the required customer Service Level Agreements.

Daily co-ordination of in house engineer and subcontractor work schedules for both fault fixing and project work, ensuring resource is available in the most cost effective and efficient manner.

Monitor project progress and handle any issues that arise

Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures

Organizing, attending and participating in stakeholder meetings

Work with field personnel to handle project issues as they arise

On the implementation of a new job management system I was nominated to become a “superuser”, to fully understand the system and provide training and assistance.

Romec Network Services - 2002 – 2004 Estimator

Produce quotations by identifying labour, materials, and time requirements by studying proposals, specifications, and related documents

Review and evaluate cost estimates

Establish and maintain working relationships with vendors and subcontractors

Adhere to company standards and guidelines when analysing and providing estimations; focus on maximising profit and customer satisfaction, while minimising any potential risks to the company

Collecting quotes from materials suppliers and sub-contractors

Researching materials, equipment, transport and labour costs

Romec Network Services - 1993 – 2002 Administration Officer

Centre point of contact for all new customer enquiries.

Manage and control helpdesk receiving faults and minor works requests via Remedy (AR Web) and SRT for Royal Mail customers

Ensure engineers respond to faults within set response times and cost all faults and minor work installations for invoicing

Update the job management system from enquiry stage through to invoice then closure

ISO 9001 quality representative

Assisting and supporting the Project Manager in their daily duties.

Create and maintain documentation

Raising Purchase Orders and Invoices and dealing with Subcontractor and Client queries.

General administration duties

East Midland Motor Services/Stagecoach 1983 – 1993 Audit Clerk

To audit all drivers waybills and booking office receipts to balance

Staveley Workshop 1982 – 1983 Receptionist/Typist

To carry out reception duties and typing and as required by tenants as required

Education

2000-2001

The Open College

Certificate in First Level Management

1982

Chesterfield College of Technology

R.S.A. II Typing

1976-1981

WILLIAM RHODES SECONDARY

O’Level English

C.S.E. Maths, Typing, Commerce, Biology, History, Geography

References available upon request

Contact this candidate