Customer Service Project Manager

Tonya Williams

**** ******** *******, ******, ** 30080

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

Qualifications Summary

Achievement -oriented customer service professional with in-depth knowledge in

Project Management, Team Leadership and Communications . Adaptable to all levels of

people and diverse situations with over 10 years of experience in building and growing

customer relationships.

Professional Experience

Accel- Networks, Marietta Georgia

Associate Project Manager/Dispatch /Data Entry Clerk

04/13- 4/14

Dispatch and schedule field technicians, work crews, equipment, or service vehicles to appropriate locations

according to customer requests, specifications, or needs, using email or telephones per PM request.

Relay work orders, messages, and information to or from customers, managers, and project managers using

telephones or emails.

Maintain records and logs (including, but not limited to phone, drawing, sketch, contract, etc).

Confer with customers or project manager to address questions, problems, and requests for service for equipment.

Processes customer and account source documents by reviewing data for deficiencies.

Resolve discrepancies by using standard procedures or returning incomplete documents to the team leader or

project manager for resolution.

Prepare source data for computer entry by compiling and sorting information; establishing entry priorities.

Assist project manager with completing various start up projects with clients until completion.

Produced monthly reports using advanced Excel spreadsheet functions.

Golden Gate, Atlanta Georgia 06/11-

04/13

Customer Service Representative/Lead

1

Cross- train-and back up other customer service supervisors and managers.

Investigate and resolve customer inquiries and complaints.

Assist supervisory staff with performance tracking, monitoring, coaching and administrative duties to support

achieving department goals related to service level, adherence, after call work, and quality.

Create and administer incentive or training programs to generate continuous improvement

Train staff on operating procedures and company policies.

Increased efficiency by playing a key role in implementation and training of new CSR employees.

Jelani Transportation, Riverdale Georgia

01/06- 06/11

Administrative Assistant/ Dispatcher

Schedule or dispatch drivers to appropriate locations, per customer requests.

Advice personnel about traffic issues, such as construction areas, accidents, congestion, or weather hazards.

Monitor personnel and equipment availability to coordinate service and scheduling.

Answered and average of (400) calls per day addressing customer issues.

Worked with production manager to plan staff needed for daily operations.

Created and maintained data analysis spreadsheet in Excel for manager approval.

Manage all incoming and outgoing calls, emails, and any customer complaints.

Sodexho/ Kimberly-Clark, Roswell Georgia

05/06-09/07

Shipping and Receiving Clerk

Log in all merchandise and purchase orders received in SAP system.

Supervise and direct fork lift drivers as needed.

Observe trailers being loaded in dock doors using SAP.

Created customs invoices for domestic and foreign freight in SAP.

Aided loaders in locating product, changing stack heights on pallets and shutting down bins using warehouse

management system.

Create overnight express shipments (Fed Ex, DHL, UPS,) both inbound and outbound as needed.

Education

DM Therrell High School, 1999

Software Applications: Microsoft Word, Excel, Access, Office, and Outlook. Salesforce, Intranet, Telemetry, and SAP.

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