Customer Service Project Manager

LEMEKI DAVIS

E-MAIL: ******.*****@*****.***

*** ****** ****** ** *****: 678-***-****

Dallas, GA 30157 Cell: 334-***-****

SUMMARY OF QUALIFICATIONS:

Over ten years of telecommunications industry experience in project management and coordination in the

areas of provisioning, ordering and billing of wireless and wireline products and services. Interacted with

staff and executive level management across multiple groups including Front Office Sales & Support,

Billing, MIS, Operations, Engineering, and Repair. Established effective rapport with vendors, CLECS

and customers. Skilled in Management, Technical, Administration, Customer Service, Human Resource,

Sales, Training & Development, Back Office Operations and Support. Built techniques to promote loyalty

and cohesiveness among team members and customers. Strong analytical, project management,

organizational, time management and verbal and written skills with the ability to implement strategies to

improve profitability, productivity and quality service.

SKILLS & TECHNICAL ABILITIES:

Project Management, Project Coordination, Vendor Relationships, Microsoft Office- Word, Excel,

PowerPoint, Outlook, Access, Impact 360, KRONOS, Siebel, Oracle, Cisco

PROFESSIONAL EXPERIENCE:

City of Atlanta Department of Watershed Management, GA 2011 to present

Customer Service Manager

Manages day-to-day operations; Supervises and coordinates activities of 20-50 employees.

Project Manager for special Audit project – responsible for scope of project including timeline,

scheduling of teams, and providing status updates.

Complete daily reporting using Excel to extract and analyze statistical information and to improve

effectiveness. Ensures team members execute goals and deliverables.

Plans, prepares, and devises work schedules, according to workforce forecasts and workloads.

Monitors and evaluates employees performance.

Conducts team meetings, one on ones, and side by sides to enhance skills through coaching and

development sessions, teambuilding exercises and feedback.

Trains and manages associates and achieves significant improvements in their productivity.

Records data for each employee, including such information as absences, disciplinary actions, coaching

sessions, and employee performance evaluations.

Successfully handles customer and employee complaints before escalating to upper management.

Provides assistance in administering employee relations and utilizing “Open Door Policy”.

Leads the hiring process of customer service representatives.

Coordinates and conducts New Employee training for new hires.

AT&T Telecommunications/BellSouth Kennesaw, GA 2000 to 2011

Project managed on-time completion of jobs by coordinating and tracking teams of technicians, job

schedules/status, cut dates, address verifications and cleared errors to continue processing orders.

Experienced in processing equipment, billing orders, adjustments and served as served as single point of

contact (SPOC) interacting with the customer to resolve escalations and ensure customer satisfaction.

Trained and educated representatives on sales and service skills.

Handled all written correspondence and inquiries for external customers.

Provided timely resolutions to all FCC inquiries to minimize appeals.

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WORK EXPERIENCE (CONTINUED)

AT&T Telecommunications/BellSouth Kennesaw, GA 2002 to 2011

Processed changes necessary to meet the customer's needs and managed post sale implementation, for

applications with Support Center and internal operations as necessary.

Interacted with staff and executive level management across multiple groups including HR, Front Office

Sales & Support, Billing, MIS, Operations, Engineering, and Repair to prioritize needs.

Team Lead (2009 to 2011)

Managed a team of 15 to 20 representatives, responsible for creating team sales goals, employee

development plans, and customer service expectations, facilitated team meetings and training classes,

provided peer to peer coaching and feedback, conducted monthly performance reviews and quarterly

evaluations, handled customers’ escalations, and monitored representatives’ calls to ensure calls are

handled properly and that call deliverables were met.

Local Number Portability Specialist (2005 to 2009)

Handled the legal process of porting both wireless & wireline telephone numbers for new and former

customers to AT&T, resolved complex trouble shooting issues for illegal telephone number ports, built

professional relationships with vendors, CLEC’s and industry competitors that ensured seamless porting

process and experience for customers. Served as a relieving supervisor and trained staff.

Customer Service Representative (2002 to 2005)

Worked in National Back Office Support Center, which supported internal and external customers.

Planned and directed the installation, maintenance and customization of vendor software on all supported

platforms. Examined and identified the cause of problems related to the functionality of the system, or in-

house applications. Managed temporary back up plan to provide a level of service, while a permanent

resolution was being completed. Administered decisions based on what is technically possible, profitable

and supportable. Rescheduled missed appointments and provided 3 rd party verifications. Handled

executive appeals escalations and third party verification fallouts.

Customer Service Representative/Sales Associate (2000-2002) Montgomery, AL

Handled a high volume of incoming calls in a timely and efficient manner while exceeding the customers’

expectations that needed operator assistance.

Used active listening skills to recommend and sale products and services to new and existing customers.

Perform credit checks through all major credit bureaus to determine appropriate deposits.

Met and exceeded sales quotas while maintaining excellent customer service.

Utilized Legacy Systems to handle customer orders.

EDUCATION:

Troy University, Atlanta, GA

Master of Science, Human Resource Management, Expected Graduation 2014

Bachelor of Science, Management, October 2009

Associate of Science, Business Administration, December 2006

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