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Customer Service Manager

Roswell, Georgia, United States
April 27, 2019

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Anthony J. Hill

Roswell, GA *****

Phone: 404-***-****

Professional Summary

Experienced leader with more than 15 years experience in telecommunications with a focus on Project Management, Order Management, Asset Management, Inventory Control and Customer Service. Managed multifaceted wireless construction projects clients like AT&T. Highly skilled in placing orders, managing inventory, handling assets, communicating deadlines, and completing projects under budget. Proven record of accomplishments with achieving operations efficiencies, customer satisfaction and exceeding business Key Performance Indicator (KPI’s).

Education and Training

US Navy Radioman 3rd class USS LUCE DDG-38 Communications Tech 1984-1988

Bachelor of Science-Business Management – 2005; Shorter University, Rome, Georgia

Software/Office Applications: MS Outlook, Word, Excel, PowerPoint, OneNote,

Access Database, Skype for Business, Share Point 2010, One-Drive, and Exchange

Platforms: Oracle E-Business Suite R12, and SAP

Professional Experience

Goodman Networks - Alpharetta, GA 3/14 - 2/18

Project Manager II

Develop project plans, project strategies, and managed client expectations to ensure a successful implementation.

Managed budget, schedule, resources, risks, communication plan and technical requirements.

Prepared and presented status reports to both internal stakeholders and senior leadership.

Monitored project expenses and costs to ensure budget compliance

Coordinated installation and testing activities with customers, including, but not limited to, planning scope of multiple projects and negotiating timelines of installation and testing activities

Established service levels and customer requirements through regular interaction to decide business requests

Goodman Networks - Alpharetta, GA 6/12 - 3/14

Asset Manager

Implemented, negotiated, and monitored the corporation asset programs

Tracked IT asset locations, configuration, and historical Software and Hardware information

Prepare and manage IT asset capital and expense budgets

Ensure compliance with system contracts by carrying out effective planning, monitoring, and working with software and hardware vendors

Created processes records and tracks all IT Assets Request via Ticket system

Implemented training and developed corporation compliance programs

Anthony J. Hill

Roswell, GA 30076

Phone: 404-***-****

Goodman Networks - Alpharetta, GA 09/11- 06/12

Inventory Control Specialist

Supervised and planned activities related to inventory control in the organization or warehouse environment

Leveraged proper inventory to ensure customers’ demands are met in the most efficient manner obtainable

Reviewed balance of inventory and count the items in stock as well as discontinued

Initiate policy changes regarding inventory in the company

Managed the stock replenish process or material avoiding insufficiencies or excessive surplus

Analyzed data and costs and measurements as well as created detailed inventory reports

Goodman Networks – Alpharetta, GA 09/09- 09/11

Order Manager

Processed over 10,000 orders into Oracle database - 95% on time performance and 98% accuracy rate

Troubleshooted in purchase processes and derivation of possibilities for enhancement

Monitored and evaluated all order issues to ensure business integrity

Ensured proper order flow with the compliance to organizational policies

Partnered with the finance department to resolve invoice and pricing issues

Management of the communication with the sales department and customers

Supervised and assessed of all orders and sales processes as well as preparation of order reports

Set up and documented the order process for new customer

Alcatel Lucent - Alpharetta, GA 06/08 - 9/09

Customer Service Manager

Developed and implemented customer service policies and procedures

Review and assess customer service contracts

Supervised the achievement and maintenance of agreed customer service levels and standards

Planned, prioritized, and delegated work tasks to ensure proper functioning of the department

Monitored accuracy of reporting and data base information

Analyzed relevant data to determine customer service outputs

Identified and implemented strategies to improve quality of service, productivity, and profitability

Partnered with company management to support and implement growth strategies

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