Customer Service Project

CAROL GREAVES

***** ***** ***** ****, ******* TX. 77377

C: 713-***-**** ~ ********.**@*****.***

An Asset for Your Company

Data analyst contributing 16 years of experience including 10 years of

progressive demanding roles working with Fortune 500 companies; BA degree

in management with a rare blend of verbal, written, analytical and

leadership skills.

High level of dedication and enjoyment in translating complex data dumps

and abstract ideas into comprehensive easily understood material for

multiple audiences; provides a strong personality with a sturdy focus on

ethics, clients and excellent interpersonal skills to achieve success

laterally and unilaterally; ability to communicate changes within

predefined time and budget constraints; eager to understand and take on

challenges working independently and collaboratively contributing to the

organization's vision.

Project Management

. Small/Medium Scale Project Management

. Manage Full Project Life Cycle

. Develop Project Plans

. Report Project Status Regularly

. Critical thinker, implement solutions in fast-paced environments

. Manage Communications

. Business Case Development

. Strategic Planning

. Budget Planning & Allocation

. Financial Reporting

. Corporate Presentations

Leadership

. Train Teams / Coach / Mentor

. Facilitate Meetings

. Excellent Interpersonal and Leadership Skills

. Enthusiastic Team Player

. Manage Project Stakeholders

Process Improvement

. Workflow Documentation & Optimization

. Developed Internal Training Manual

. Identified areas of weakness to improve quality of deliverables

. Increased time-management by identifying process to be improved, tailored

to needs, deliver training

Modis - Houston, TX.

2011- 2014

Hewlett Packard

Data Analyst - Analyzing mass dumps of data exceeding 5k rows from various

internal databases; converting data into easily interpreted and useful

content using Excel and Power Point.

Responsible for delivery of accurate and appropriate interpretation of data

distributed to engineers and management; identify trends and developments

in various segments of business unit; use multiple formulas and functions

in Excel such as Pivot Tables, IF, COUNTIF, SUMIF, CONCATENATE, VLOOKUP,

etc. and present research in easily absorbed data for prospective audience.

Create and analyze monthly, quarterly, and annual reports and ensure

validated cases have been recorded accurately. Develop and maintain data

capture methodologies as well as training and reference guides to provide

proactive support for tiers.

ServiceEverywhere, LLC - Houston, TX.

2007 - 2010

Relationship Manager - Enhanced the quality of relationships with internal

and external customers; supported the transformation management team in

developing a new Customer Relationship Management (CRM) division.

Effectively manage projects and ensured high-quality client deliverables.

Managed project teams through all phases of the development

lifecycle; liaison between management, IT, internal and external

partners (business units, service providers). Monitored outsourced

contractors performance and developed initiatives / metrics for new

strategy to improve the business processes; created a function which

allowed contractors to validate onsite arrivals/departures; selected

on the project team to aide with development of the call center

sequencing model for CSR's.

GTE/Verizon Wireless - Houston, TX.

2007 - 2010

Data & Reporting Analyst (08/03-02/07)

Converted raw data from Excel spreadsheets to pivot tables; tracked

open/closed work orders, handling times and SLA's and reported to

management. Analyzed in-housed database and extracted data into Excel to

review customer trends;

Customer Service Representative (10/99-07/03)

Provided exceptional customer service/first level support for wireless

issues including PDA's; received approximately 100 inbound calls; selected

to train new-hires on in-house database, in-bound & out-bound call

processes, sales, service agreements, equipment orders & first-level

technical support.

Education & Credentials

B.A., Business (2011) - Belhaven University - Katy, TX.

Technical skills

Journey/Advance with Excel, Access, MS Word, Power Point, Share Point

Project Management Professional (PMP) - Currently pursuing certification

online

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