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Customer Service Project Manager

Raleigh, NC
October 23, 2018

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Eric M. Friedman

**** ********* **** **** *** ***6 * Raleigh, NC 27612 * 631-***-**** *


● Quality ● Customer Service ● MS Office Tools

● Communication ● Business/IT Analysis ● User Acceptance Testing


UsableNet – New York, NY and Raleigh, NC July, 2017 – April, 2018

Project Manager

Communicated desktop and mobile website issues between IT and clients, improving usability and customer

satisfaction - clients include Blue Cross Blue Shield, The Container Store, and Home Hardware

Performed user acceptance testing for major client – Advance Auto Parts

Led and participated in team and client meetings/conference calls

Used programs such as Jira and Confluence to maintain records

Whole Foods Market - Cary, NC January, 2010 – July, 2017


Managed flow of grocery store's stock of 37,000 items, including unloading trucks, organizing products for shelving, and verifying bar codes and prices.

Maintained cleanliness, organization, and functionality of stocked shelves, back warehouse, and loading dock.

Enforced workplace and food safety procedures and standards.

Responded to customer needs, providing product information, aisle locations, back stock checks, and price verifications for approximately 70 customers daily.

Positive Promotions - Hauppauge, NY January, 2004 – December, 2008

Quality Coordinator June, 2005 – December, 2008

Maintained and analyzed all key metric reports for the call center. These reports were maintained in Excel and were generated daily and monthly.

Maintained a report that reviewed and researched all errors entered by call center agents – with recommendations on how to improve accuracy and customer satisfaction.

Worked closely with upper management on reports, special projects.

Made recommendations on improvements – resulting in more accurate customer data and improved customer satisfaction.

Monitored calls taken and placed by call center agents to ensure quality.

Proofread imprinted customer orders to verify accurate imprints.

Created a report that reviewed incorrectly entered shipping and billing information that resulted in a reduction of duplicate and fraudulent orders and saved the company revenue.

Redesigned all call center forms that helped increase the efficiency of all call center agents. Made these forms available online and increased the in-seat occupancy percentage for the call center.

Reviewed customer comment cards and spoke directly to customers on their experience with the company.

Accounts Receivable June, 2004 – June, 2005

Generated calls to and received calls from customers regarding past due invoices

Inside Sales/Customer Services January, 2004 – June, 2004

Received inbound sales and customer service calls – completing sales and resolving customer issues


State University of New York - College at Oneonta Oneonta, NY

Bachelor of Arts Degree: Mass Communications

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