Customer Service Project Manager
Resume:
Spencer D. Hughes
Battle Creek, MI 49015
Phone 630-***-****
E-mail accis4@r.postjobfree.com
www.linkedin.com/in/spencerdhughes/
Objective To obtain a rewarding position to which I can contribute my experience,
in an organization that promotes teamwork and intellectual growth.
Summary of Accomplished project management and business customer service manager
qualificatio professional with 10+ years of experience in management of
ns implementation project managers, customer service specialists, and
technical implementation and upgrade specialists. Proficient in
communication with all levels of the organization and the public.
Customer oriented and innovative, with a demonstrated capability to
solve complex business problems and create new opportunities. Proven
reputation for creating cohesive, collaborative, and success-driven
teams. Currently training for a PMP certification using the PMBOK guide
through the Project Management Institute (PMI).
Work
experience March 2008- October 2013 Sprint Nextel Communications
Chicago, IL
Business Customer Service Manager
Provided implementation project manager direct reports with leadership,
tools, empowerment, strategies, training, and guidance to develop and
retain Enterprise, Public Sector and large General Business customers.
Personally established and implemented departmental and organizational
policies, goals, objectives, and procedures.
Proactively managed the shutdown of a legacy cellular network, including
coordinating the presentations to customers, transition of services, and
establishing policies and procedures to create a consistent customer
experience.
Leveraged the introduction of new hardware technology and unique
marketing offers obtained through project management to partner across
the organization on the migration of existing customer base from iDEN
technology to updated CDMA and LTE (long-term evolution) 4G technology.
April 2007-March 2008 Sprint Nextel Communications
Farmington Hills, MI
Implementation Project Manager
Resolved customers' service or billing inquires, modified account
services, provided technical support, and analyzed invoice services in
multiple systems managing over 50 businesses of 5,000 or more units.
Established proactive contact with customers to enhance satisfaction.
Sept 2006-April 2007 Sprint Nextel Communications
Farmington Hills, MI
Supervisor Sales Escalations
Managed 14 direct reports with daily interaction and monthly one on one
meetings.
Set departmental goals in quality, productivity and customer
satisfaction.
Decreased the time of issue resolution from 8 days on average to 3 days
and increased quality from 88% to 95%
April 2004-Sept 2006 Nextel Communications
Farmington Hills, MI
Supervisor Service and Repair
Hired, trained, and supervised a team responsible to resolve customer
complaints, monitoring staff performance against company goals.
Provided staff with support and coaching for performing difficult or
complicated duties.
April 2003-April 2004 Nextel Communications
Farmington Hills, MI
Specialized Care Representative
Tele-marketed customers to provide information about products or
services, took orders, canceled accounts, and obtain researched
complaints.
Successfully maintained sales goals for new services or products.
June 2001-April 2003 Nextel Communications
Farmington Hills, MI
Customer Service Specialist
Performed customer service duties in resolving service or billing
complaints with activities such as exchanging merchandise, refunding
money, adjusting bills and repairing or replacing cellular phones.
Education WESTERN MICHIGAN UNIVERSITY, KALAMAZOO MICHIGAN
. Bachelor of Business Administration, Marketing - 12/1999
. Minors in Business Administration and Economics.
KELLOGG COMMUNITY COLLEGE, BATTLE CREEK MICHIGAN
. Associates of Arts, Pre-Business - 12/1997
Currently training for a PMP Certification through The Project
Management Institute
Contact this candidate