Lori R. Wilten 469-***-**** ac7fea@r.postjobfree.com 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

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