Customer Service Manager

Juanita E.F. Farmer

TECHNICAL WRITER / PROGRAM ADMINISTRATOR

CUSTOMER SERVICE MANAGER

**** ******* ****,

Memphis, Tennessee 38128

Telephone: 901-***-**** Cellular: 901-***-****

Electronic Mail: *******@***.***

Cross-functional Administrator easily interfaces with high-profile staff,

vendors, and customers. Versatile, innovative, and loyal management

professional able to see the "big picture" while staying on top of all the

details. Recognized for consistent success in developing the processes and

procedures to streamline operations and enhance revenue performance.

PROGRAM MANAGER EXPERIENCE

Program Manager with 11 years of Program Management experience,

specifically in Default Management, Disbursement and Customer Service.

. Served as client manager to implement client-server billing and

customer care solutions

. Managed multiple technical resources as well as authored Statement of

Work

. Designed recordkeeping spreadsheet to document attendance frequency

and rate of pay for cash reimbursement

. Initiated positive identification system to curtail client and

employee fraud and abuse of resources

. Established a consistent and effective system to document and store

historical data affording excellent annual audit reviews

. Tracked software customization, defects and issues via the use of SDLC

Administrator with expertise in both the public and private sector, with

key emphasis in grants funded infrastructure management, billing and

telecommunications, vendor management and program management. Specific

accomplishments include:

. Workflow Process Analysis

. PMP Project Management

. Systems Migrations

. Account Escalation Procedures

. Service Delivery Monitoring

. E-mail Encryption Solutions

. Client/Vendor Management

. Change Management

. Upgrades Cost/Benefits Analysis

. Resource Management

. Client/Staff Training

. Risk Management

. Strategic Planning

. Consultative Sales

. Disaster Recovery Planning

. Global Electronic Messaging

. Infrastructure Stability

. P&L Oversight

. Deployment Risk Management

. Capacity Planning

. Quality Control

. Negotiation

. Project Management

. Quality Assurance

. Systems Development

Customer Service Manager experienced in customer relationships and

escalations across the entire customer base. Managed that has mastered

relationship transitions, Meet & Greets, Service Account Management and

other reporting requirements for all customers. Worked very closely with

sales to identify service issues and works with multiple department teams

to develop and implement long lasting solutions and to insure that business

and operational requirements for customers are satisfactorily met. Specific

accomplishments include:

. Developed initiatives to train personnel and enhance policies that

were more efficient in fulfilling customer needs.

. Composed team goals that aided in enhancing call center operations

within dwindling budgetary guidelines.

. Acknowledged for creating individual plans to evaluate staff

performance, develop training, and instate expectations to enhance

overall departmental productivity.

. Partnered with Director Human Services-HR Generalist to compose new

attendance policy that was implemented along with various procedural

modifications.

. Initialed efforts to reorganize IVR phone prompts to add quality of

service and better serve customers.

EDUCATION, Certification and Special Training

Associates Degree in Business Commerce

State Technical Institute in Memphis, 1996

. Transit Safety & Security Certification Program, Transportation Safety

Institute (TSI), 2013

. Procurement & Transit Program Management, National Transportation

Institute (NTI), 2010

. DBE Liaison Officer Certification Training, Kenneth Weeden and

Associates, 2009

. Title VI Training and Annual Certification State of Tennessee, 2001-

2007

. Tennessee Workman's Compensation Rules and Regulations (The Law), 1999

. FDCPA Compliance for Collections Specialist, Regional Adjustment

Bureau, 1999

PROFESSIONAL EXPERIENCE

2001-2012 MEMPHIS AREA TRANSIT AUTHORITY

Planning and Capital Project

Program Manager

Safety and Security / DOT Compliance/Technical Writer

Procurement Specialist

1997-2001 FAMILY SERVICES OF THE MIDSOUTH-CCCS

Customer Service Manager

Disbursement Department Supervisor

Training Coordinator

1993-1997 NATIONAL MORTGAGE COMPANY / LEADER FEDERAL MORTGAGE

Default Specialist / Bankruptcy Administrator / Mortgage Collection

Administrator

1990-1993 CHECKCARE SYSTEMS / NATIONAL MORTGAGE COMPANY

Collection Manager / Debt Collector / Skip Tracer

1989-1992 SEARS COMPANY

Customer Service Representative - Parts Specialist/Warehouse

Logistics/Procurement Clerk

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