Customer Service Project Manager
Resume:
Jennifer Watkins
Omaha, NE ****2
acb7cn@r.postjobfree.com
Objective:
A marketing/advertising or management position with a reputable company that has advancement opportunity and
encourages growth/promotions within as well as educational opportunities for their employees.
Qualifications:
• 11 years of experience in management/supervisory
• 5 years of experience in account/client management
• 10 years of experience in a call center environment
• Advance in Outlook, Excel, and Word
• Skilled in motivating co-workers to function as a highly effective team
Education:
Bellevue University
Marketing Management (BS)
2011
West University – Online (Certificate)
Leadership Academy
2010
Metropolitan Community College - Omaha, NE
Business Transfer (BSTAA)
2009
Central Hastings Community College – Hastings, NE
Certified Nursing Assistant (CNA)
1999
Relevant Experience:
West Corporations - Omaha, NE
08/2005 – 07/2012 – Implementation Service Manager/Global Project Manager
- (09/2010-07/22/2012) - Implementation Service Manager/Global Project Manager
• Managing dedicated/high touch AT&T business accounts that gross over twenty five million in revenue
annually.
• Conferences calls, emailing, escalating to implement processes.
• Speaking with the customer weekly and sometimes daily on behalf of AT& to review progress and set goals
for expectations pertaining to service with existing and upcoming projects.
• Updating Excel spreadsheets and following up with service teams and sales teams in order to ensure all are
working toward the same goals/deadlines.
- (09/2009-09/2010) – Voice Services Specialist
• Tracking orders for AT&T landline business customers and ensuring completion to the customer’s
satisfaction.
• Submitting escalations for issues that arise.
• Updating Excel spread sheets with current status and steps being taken for completion.
• Joining internal conference calls to provide status on orders to the management team.
- (08/2005-09/2009) – Customer Service Representative
• Assisting wireless customers with billing/technical issues, and the sale of new products/services for AT&T
Wireless.
• Lead representative assisting peers with questions and concern as well as any policies/procedures to follow
and exceptions to be made pertaining to situations on an individual account basis.
• Assisted with training new representatives and preparing for the implementation of new policies/procedures.
Apac Customer Services - Omaha, NE
07/2001 - 09/2003 - Supervisor / 09/1998 - 03/1999 - Customer Service Representative
- (07/2001 - 09/2003) - Supervisor
• Managing a team of representatives and assisting each one individually with their growth within the company
and as functioning member of a team.
• Monitoring stats set forth by the client (T-Mobile) and ensuring adherence and continuous improvement
overall.
• Monitoring quality assurance and ensuring that each agent is exceeding the expectations set forth by the client
(T-Mobile).
• Creating and implementing new and creative ideas to provide incentive for the agents to work well and strive
to improve overall as a team.
Jennifer Watkins
8808 N. 30th St.
Omaha, NE 68112
acb7cn@r.postjobfree.com
• Communication with the client on regular basis through emails, conference calls, and meeting to discuss
goals and suggestions for improvement going into each quarter/new venture with their service and customers
- (09/1998 - 03/1999) - Customer Service Representative
• Assisting wireless customers with billing/technical issues, and the sale of new products/services for T-Mobile
Wireless.
• Lead representative assisting peers with questions and concern as well as any policies/procedures to follow
and exceptions to be made pertaining to situations on an individual account basis.
Reference: Available upon request.
Contact this candidate