Customer Service Project Manager

Certifications:

Mary Shook 817-***-****

Help Desk Manager

**** ****** ****** **. *********@*****.***

Professional Bookkeeper

Crystal Report Writing

A professional eager to utilize 20 years of experience to secure a customer service

Summary of Skills: position and the many possibilities that it offers.

Ability to work well under

pressure and handle multiple

tasks; Professional Experience

fast learner; always

Sprint 07/2004 – 08/2013 – Mananger Coordinator

willing to and have a

•

desire to learn more; Recruit, train and hire for Customer Service programs.

quickly absorb and utilize

• Create new programs for new services.

new methods

• Conduct orientation and training classes.

Excellent interpersonal

•

relationship skills Maintain a budget for the programs.

• Participate in Plan meetings, Integration meetings, and Explanation of Benefit meetings.

Close attention to details and

•

accuracy Consistently exceeded Industry standards for clinical and volunteer hours

• Supervise a team of 12 Customer Service Representatives

Able to relate well with people

from diverse backgrounds and • Maintain volunteer files in compliance with regulation including but not limited to; criminal

cultures background checks, training requirements, orientation requirements, medical screening, drug

testing, and HIPPA requirements.

Highly motivated; work well

• Maintain, update and audit records.

both independently and as part

of a team • Responsible for the roll out of New Plans.

Problem Solver/ Organizer

MCI 07/1994 – 04/2004 Manager and Trainer

Computer Skills: Coordinator

Oracle

• Schedule and conduct daily activities with Service Reps. to ensure that they stay up on all new

PeopleSoft plans and phones.. Activities including but not limited to; Phones, Plans, Training, Java clubs,

Trivia Time, Memories in the Making.

Crystal Reports

• Schedule and conduct special occasion celebrations including but not limited to; Corporate and

Microsoft Office

anniversary training.

Magic Suite Helpdesk Software

Boy Scouts of America 10/1996 – 2/2008 Assistant Director Customer Support

• Manage customer support service desk

Volunteer/Activities:

• Responsible for establishing and implementing programs and software including but not limited

Northeast Tarrant County to; Train The Trainer, Magic Total Service Desk, APRIORI,

Dyslexia Association

• Responsible for replacing aging help desk software in a timely manner which included being

Parent Teacher Association with-in budget.

board of directors

• Managed operating budget of $950,000.

Center of Hope • Customer Support Project Manager

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