Customer Service Project Manager

Samyel Ward

**** ** ********* **** ****** Mo **082 816-***-**** **********@*****.***

Objective

To obtain a position that utilizes my skills, work ethic, and strategic thinking and leadership

abilities in a

Well-established and growing organization.

Experience

Nov 2012 Current

Sprint Corporation Overland Park, KS.

Tech Support (Tier 3) representative’s

Handle and resolve porting related escalations of a technical or complex nature

•

• Interact with other Sprint Number Porting Centers to provide current status of an

escalated port request.

• Interact with Sprint customers, various internal Sprint organizations, other

telecommunications carriers, and Sprint’s Mobile Vendor Network Operators.

• Resolve Wireless Local Number Portability casework based on detailed, in-depth analysis

of multiple Sprint porting systems, the various other porting systems, billing, and

wireless industry porting databases utilizing extensive research and advanced problem

solving skills.

• Answer telephone and written or Internet-based inquiries of a technical or complex

nature from customers regarding company products

• Analyzes predominantly routine problems with nonfunctioning electro/mechanical

equipment or software applications to identify problem area(s) and recommend

corrective action but may deviate from standard screens, scripts, and procedures

• Maintains log of problems so that recurring problems can be reported to product

development. Reports to Supervisor, Customer Service Technical Support. This is a

multi-incumbent position.

• Utilized systems such as Excel, Microsoft PowerPoint, Word, Cisco, CSM, SOA.

Nov 2010- Nov 2012 Sprint Corporation Overland Park, KS.

Program/Project Manager I

• Handle & resolve Time Warner Cable Phone, Suddenlink Phone and Mediacom Phone 2nd

& 3rd Tier

Division escalations via E-mail and/or inbound /outbound calling.

• Work and resolve porting related issues which includes both port in and port out.

• Work very close with ATT, Verizon, CenturyLink and other LEC’s in resolving customer

impacting

Issues.

• Implement new and change processes for the entire CRC.

• Currently work directly with division PAC Supervisor’s to resolve customer impacting

issues.

• Generate & manage reporting for TWC, Suddenlink, and Mediacom Cable Partner

regarding Invalid Orders.

• Provide Method & Procedure clarification to Call Center Representatives.

• Provide side by side assistance in coaching representatives regarding call flow

processes.

• Clarify and validate processes for accuracy for training facilitators in all new-hire training

classes for

• Developed process and procedures for the call center.

• Interact with multiple departments such as QA, HR, IT and training Departments.

• Responsible for Scheduling, Forecasting workforce using systems such as NICE IEX

• Utilized systems such as Excel, Microsoft PowerPoint, Word,Cisco, CSM, SOA, NICE

/Totalview.

July 2008-Nov 2010 Sprint Corporation Overland Park, KS.

Supervisor-Customer Service

• Handle & resolve Time Warner Cable 2nd & 3rd Tier division escalations.

• Currently work directly with division PAC Supervisor’s to resolve customer impacting

issues.

• Generate & manage reporting for TWC Cable Partner regarding Invalid Orders.

• Provide Method & Procedure clarification to Call Center Representatives.

• Provide side by side assistance in coaching representatives regarding call flow

processes.

• Clarify and validate processes for accuracy for training facilitators in all new-hire training

classes for

Cable Resource Center employees.

• Responsible for coaching and disciplinary procedures for my staff.

• Developed process and procedures for the call center.

• Interact with multiple departments such as QA, HR, IT and training Departments.

• Responsible for Scheduling, Forecasting workforce using systems such as NICE IEX

• Utilized systems such as Excel, Microsoft PowerPoint, Word, Cisco, CSM, SOA, and

NICE/Totalview

Feb, 2007- July, 2008 Sprint Corporation Kansas City, MO

Cable Resource Representative/ Team Lead

• Received ACD incoming calls at a fast pace from Time Warner Cable partners.

• Analyzed and trouble shot cable partner telephone issues in order to provide

explanation of order status.

• Successfully completed four week training camp.

• Managed several system applications in order to complete research on telephone

number inquiries.

• Assist in Scheduling, Forecasting workforce using systems such as NICE IEX

• Developed process and procedures for the call center.

• Interact with multiple departments such as QA, HR, IT and training Departments.

• Responsible for Scheduling, Forecasting workforce using systems such as NICE IEX

• Utilized systems such as Excel, Microsoft PowerPoint, Word, Cisco, CSM, SOA and NICE

/Totalview.

06-2003 – 01-2007 Aquila, Inc Raytown, MO

Field Resources Associate/Dispatcher

• Scheduled, Forecasted, & dispatched workload for field technicians in seven states.

• Monitored & managed changing workloads throughout the day by utilization of

reassignment of work

Between technicians, reschedule of work, and authorization of overtime.

• Counseled field technicians on performance issues and provided local management with

regular written

Performance evaluations of field technicians documenting continuing performance

issues.

• Analyzed Credit & Collection orders daily following Company & State Tariff guidelines for

any pending

Disconnect events.

• Maintained written documentation on all Code 1, 2, and 10 gas leak calls, explosions

and hit lines for

Local, state and federal authorities.

• Document and communicated all emergency calls exceeding 15 minute dispatch time

per company

Guidelines.

• Contacted customers (internal & external); regarding major outages, work delays, and

reschedules.

• Provided Method & Procedure clarification to Central Services & Field Operations, as well

as developing

New processes to increase efficiency within the Call-Center and Field Operations.

• Provided after-hours (3rd shift) supervisory support to Call-Center.

• Facilitated all emergency refresher training classes for Call-Center employees.

• Monitored all FRC (Field Resource Center) Systems and took appropriate action as

necessary. (Mobile

Up, CIS+, CAS/CAD, Service On, FAME, I-Tron, Korterra, Blue Pumpkin, and various

AS400/Unix

CRM software packages).

05-2000– 03-2003 CenturyTel Kansas City/Columbia, MO

Facility Assigner/Lead Technician

• Assigned workload to techs; validated order accuracy to insure no errors were made

before final provisioning.

• Dispatched and took incoming calls from customers and technicians regarding status of

assigned workload.

• Provisioned/ installed /disconnected phone services and worked orders in network

switch.

• Received incoming calls at a fast pace.

• Scheduled installation times for technicians to meet customers.

• Provided tier 1 technical support on phone trouble for inbound calling customers.

• Supervised 11 service representatives.

• Monitored all call volume traffic flows and associate adherence to force management

schedules and position

Guidelines.

03-1998 – 04-2000 USP&C Kansas City, MO

Customer Service Rep/Level 2 Customer Service Rep

• Received incoming calls at a fast pace. Educated customers to the benefits of their

products and services in

Order to retain existing customers and revenue by offering solutions to fit the customer

needs and to ensure

Customer satisfaction.

• Answered billing questions; negotiated payment arrangements.

• Provided 2nd & 3rd tier call escalation resolution, as well as provided responses to

written customer concerns.

Education

Grandview High Grandview,Mo

• High School Diploma

Skilled System Experience

• 10+ years - Outlook, Microsoft Word, Excel, Microsoft Office, Powerpoint, Mutiple

Remote systems, CIS, Mobile Up, CIS+, CAS/CAD, Service On, FAME, I-Tron,

Korterra, Blue Pumpkin, and various AS400/Unix

CRM software packages). Cisco, Nice IEX, Totalview, SOA.

Contact this candidate