Customer Service Project Manager

James Gillette

**** ******** *****

Upper Marlboro, MD 20772

Phone: 301-***-****

Email: acd042@r.postjobfree.com

OBJECTIVE

A results oriented leader and team player seeking to an assignment where I am able to provide

quality customer service and build strong business relationships within your organization.

Over 15 years experience in customer service, marketing, project management, sales and

customer retention.

ACHIEVEMENTS

Achieved the highest percentage for calls taken in the CS Dept. at Kastle Systems as Account

Representative.

Independently managed security alarm and access control installation projects totalling more than

$250K which over 98% of those projects were completed on time at Kastle Systems as Project

Manager.

Earned numerous compliments from clients for customer service, follow-up skills and

troubleshooting abilities, resulting in numerous monetary awards at Kastle Systems as Account

Manager.

Consistently exceeded sales targets; ranking within the top - 10 sales people at Carfax.

Increased trainer recertification by almost 60% which led to increased revenue in various areas;

processing fees collected; manual sales to trainers; and more leads for trainer workshops at

Health Communications.

Handled 50-75 calls daily and delivered stellar service, resulting in several Customer Service

Vanguard Awards at Cable TV- Arlington.

QUALIFICATIONS

High quality administrative experience

Exceptional Adaptability to new environments

Commitment to excellence in all tasks; A problem solver

Superlative communication and team-building skills

INTERPERSONAL SKILLS

Entrusted to process confidential employee information.(DMV records, attendance records, credit

history,security intrusion reports, vehicle history reports, etc.)

Collaborated with a variety of people while scheduling SOW's, service work orders, JAD sessions

and coordinating the execution of new contracts (RFI's), follow-up proposals (RFF's) and contract

amendments (RFA's) from New Construction Sales, Systems Addition Sales, and the CS Group.

Personally performed analysis of security risks, threats and vulnerabilities of networks, systems

and applications.

Trained and supervised a team of (4) subordinates in areas of cable and wire installations

Assisted in coordinating the accomplishment of operational issues, processes and business

needs for selected programs

CUSTOMER SERVICE AND SALES SKILLS

Interacted with clients and utilized organizational skills to coordinate their daily security

administration and business needs.

Provided excellent customer service while functioning as account manager, project manager and

account representative.

Conducted website training, vehicle orientations and instructional briefings

Actively sold marketing and incentive programs to increase product awareness to both local and

national markets

Generated and interpreted security reports for the client and recommended corrective actions.

Identified and retained subscribers wishing to discontinue service to reduce business lost

COMPUTER SKILLS

Windows, MS Office, CRYSTAL, Dataflex, CableMaster, NCA, Great Plains, Internet Explorer,

KOPS, VISIO, TRICOM

EMPLOYMENT HISTORY

09/10-09/12 Project Manager,Tek Systems c/o Tyco Integrated Security Alexandria, VA

02/09-03/10 Account Representative, Kastle Systems, Inc. Arlington, VA

12/08-02/09 Project Manager, Kastle Systems, Inc. Arlington, VA

04/04-12/08 Account Manager, Kastle Systems, Inc. Arlington, VA

09/00-07/03 Customer Service Coordinator, VPSI, Inc. Alexandria, VA

04/00-08/00 Account Manager Carfax, Inc. Fairfax, VA

04/96-04/00 Cust. Relations Mgr. Health Communications, Inc. Arlington, VA

11/94-04/96 Customer Service Rep. Metrocall, Inc. Alexandria, VA

EDUCATION

Cheyney University, PA

Criminal Justice, Minor - Business Administration

Ft. Gordon Signal Corp. - Augusta, GA

Graduate, Diploma - Communications

NvideoJobs - Crofton, MD

Certificate - Job Candidate Certifcation(JCC) Soft Skills Training Level 3

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