Customer Service Project Manager

YAKEYDA STROZIER

**** ********* ***** • Snellville, GA 30078 • *********@*****.*** • 404-***-****

Professional Summary: Highly qualified, results-driven professional with exceptional problem solving

skills and solid interpersonal communication experience. An accomplished leader who has been

recognized for achieving company objectives on a consistent basis and for providing exemplary customer

service. Goal-oriented team-player with a proven track record in optimizing internal performance and the

creation of process improvements. Currently seeking a position, which will maximize my skills and

experience.

Core Strengths: Contract Administration and Negotiation, Customer Service, Project Management, Data

Collection, Process Improvement and Implementation, Waste Reduction, Upward and Downward

Communication, Reporting, Team Leadership, Team Management, Training and Mentoring

PROFESSIONAL EXPERIENCE

Cbeyond Communications, now a Birch Company

Project Manager Atlanta, Georgia 2012 - Present

Received and reviewed customer contract to verify accuracy and completeness. Communicated any

required corrections and/or changes necessary with Sales or with the customer directly to obtain

immediate resolution. Provided phone and email support to customer and other in-house departments

throughout order lifecycle. Responsible for effectively communicating with Sales, Retention, and Service

Delivery departments for any required information and documentation that is needed to proceed with the

order and to resolve any escalations. Managed and processed a daily queue of Service Requests and

Service Orders. Validated customer’s physical address. Verified and confirmed bandwidth availability.

Placed orders for different access types, such as T1, Metro Ethernet, DSL and Fiber. Managed projects

and “owned” Service Requests throughout the order lifecycle, all the way to activation. Thoroughly

documented customer communications in the system (Siebel).

Consistently acknowledged for being the team’s Top Performer with regards to completion of

customer moves, upgrades, downgrades and interface changes.

Scheduled and completed over 130 activations per month, while team average was 100-110

activations per month.

Handled and resolved escalations in an expeditious manner to ensure and maintain a positive

customer experience.

Cbeyond Communications

Port Out Specialist Atlanta, Georgia 2009 - 2012

Received Local Number Portability (LNP) requests and handled Local Service Requests (LSR) from

gaining carriers for the purposes of number portability. Validated LSR for accuracy and determined if port

requests should be honored, clarified, or rejected based on the company’s regulatory requirements.

Replied to gaining carrier within a specified regulatory time frame. Developed relationships and acted as

liaison to Incumbent Local Exchange Carriers (ILEC) and Competitive Local Exchange Carriers (CLEC).

Communicated status of all port requests to internal departments on a routine basis. Participated in

defining business practices for all current and future requirements within the group. Immediately

…Continued…

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responded to, and resolved customer escalations. Managed the team and all its daily/weekly/monthly

reporting.

Received Cbeyond’s Character Award for consistently achieving the team’s Top Performer status.

Completed an average of 200+ CSR’s and LSR’s per month, while the team-average was 160-170

CSR’s and LSR’s per month.

Supported team of 5 agents that received 100-140 daily Customer Service Records (CSR) and

Local Service Requests (LSR) for the purpose of number porting.

Migrated more than 2,000 monthly telephone numbers back into Cbeyond’s database of available

numbers.

DeKalb County Sheriff Office

Detention Officer Atlanta, Georgia 2005 - 2009

Supervised up to 384 inmates that include mental health, medical and special needs at any given time.

Ensured the safety and security of county inmates. Processed intake of arrestees into the jail facility which

included the completion of a high volume of paper work, organization and follow up. Ensured the staging

of inmates for court, loan, or release to other agencies. Ensured that inmates were transported to court and

medical appointments in a timely manner. Conducted two-way radio transmission and communication

utilizing authorized radio codes and signals. Reported directly to shift supervisors in a para-military

environment. Conducted in-person and Closed Circuit Television (CCTV) security checks. Maintained

knowledge of alarm protocols, emergency, evacuation and medical procedures.

Elected as Employee of Month out of a group of over 2,000 officers.

Awarded leadership award for unarming a would be shooter.

Processed and released 15+ arrestees, per shift.

COMPUTER SKILLS

Windows 8.1; MS Word, Excel, PowerPoint, Access, SharePoint, Outlook; Internet Research; Siebel,

Nuestar, Port PS, Octane Ops

EDUCATION

Associates Degree, Business Management, 1999

Brown Mackie College

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