Lori R. Wilten 469-***-**** ***********@*******.*** Highland Village, TX
Account & Project Coordination
Self-motivated leader, goal and deadline oriented, but flexible
Excellent customer service skills
Experience with call center and queue operations
Agile, Scrum and Waterfall project management methodologies
Salesforce CRM - administration, management, training and implementation
Salesforce APEX Data Loader
JIRA administration, usage, and reporting
Network Administration Certified in Windows Server and Novell
Basecamp project management
Career Overview
Team Product Manager & Project Coordinator, Insurance Technologies Corp, Carrollton TX 2016 - Current
Manage a team of three developers and a shared QA resource
Manage all aspects of the product, from design, creation and production release estimates
Create requirements and organize sprints, use cases and scheduling
Assist developers with roadblock resolution and time management
Manage large accounts during onboarding and custom development, and maintain ongoing relationship
Project Coordinator for second web API development team
Complete account setup with GitHub and manage customer experience while using SDK for product implementation
Review developer build statistics; monitor progress and time per project
Create monthly and weekly product reports for high-level, long-term projects
Monitor client system usage and transactional billing
Lead Specialist, Fifth Manhattan, Irving TX 2015- 2016
Reviewed and distributed incoming leads to sales team based on sales percentages
Created incoming leads based on information from phone auditing reports
Input and reviewed statistics for sales team based on lead distribution
Audited and validated incoming leads prior to distribution
Main point of contact for lead vendors
Provided training and statistics based on leads
Backup for Sales Coordinators– reviewed underwriting criteria for new sales and applications
Provided updated account information and maintained Excel data statistics
Administrative/Claims Assistant, Sedgwick, Lewisville TX 2014-2015
Converted and processed incoming commercial liability claims
Maintained litigation calendar
Maintained and created Excel data files and reports
Reviewed, duplicated, and archived videos for case reference materials
Corresponded with vendors and customers about process direction
Provided customer service and process resolution steps to B2B and end claimants
Project Coordinator, EZLynx/Webcetera, Lewisville, TX 2008-2014
Managed customer data conversion projects. Worked directly with customers and internal teams to obtain, organize, and convert customer data
Worked with internal development team on proprietary system issues, enhancements, and improvements
Provided training, support, and assistance based on customer feedback to improve business functionality
Researched and implemented improvements on customer presentation data
Dispatched work orders for product set up and maintained deadlines
Implemented Salesforce CRM including creating fields and reports, provided training, maintained data, and integrated 3rd party products; APEX Data Loader
Provided customer support, account management, and training for B2B clients
Assisted VP of Sales & Marketing with sales team goals
Scheduled and completed project requirements, documentation, and payment triggers
Maintained fluid movement of projects from internal and external parties
Customer Service Account Specialist, Carrier UTC, Carrollton, TX 2007-2007
Organized HVAC national and local accounts by maintaining fast responses and meeting changing daily demands
Processed and handled all consignment and floor plan orders to ensure proper entry, delivery, and billing
Supported customer service call queue, and processed return and credit requests
Communicated with accounting department to insure release of orders
Managed national account order issues to minimize payment delays
Processed American Home Shield Warranty orders, returns and requests for pick up/delivery of equipment for CRNA Corporate inquiries
Processed all eSales orders, inquiries, and information
Customer Service Account Manager, TDK Innoveta, Richardson, TX 2005-2007
Provided unparalleled customer service for clients with a quick response time
Entered customer orders, provided order confirmations and accurate product information
Set up shipments based on manufacturing delivery dates and product release
Provided responses to open order reports
Provided daily sales reports and input all information into data sheets
Education
Network Administration Certification in Windows Server 2000 and Novell
Richland Community College, Dallas TX
Skills
NoteSmith, Ingenium, Trend and Mas90 AS400/MacPac
JIRA, ODOO, Basecamp
Salesforce CRM implementation, management, user training, APEX Data Loader
Management Systems: HawkSoft, Applied TAM, EZLynx, InsurancePro
Excel, Word, Office, Snagit
Online ticket and chat resolution programs
OnTime, Visual Studio for project build management, SQL for data inquiries