Project Manager/Customer Advocate/Data Entry

RALPH VARNER

**** ***** ****** *****, ********, GA 30058

770-***-****, *****.******@***.***

CAREER OBJECTIVE

To secure a customer advocate position with a company or agency, where my vast

experience in customer care, management, quality assurance, and public relations will

be of value.

SUMMARY of QUALIFICATIONS

• Adept at creating a positive work environment

• Team player

• Team motivator

• 21+ years of customer service experience

• Self motivated

• Goal oriented

• Results focused

• An 'outside of the box' thinker

EMPLOYMENT HISTORY

Project Manager/Customer Care, AVAYA, INC. Norcross, GA 2000 –12/2014

Review of contracts(via a contract management data base) in order to process

orders based on Sarbane-Oxley compliance. Customer support processing equipment and

tech visit orders utilizing Six Sigma guidelines. Process of technical support orders

utilizing the Maestro(citrix platform) system. Provided Inbound/Outbound call

monitoring/coaching support and quality assurance in a call center environment.

Managed projects through the development life-cycle, ensuring solutions were

technically sound, met operational requirements, and were delivered on time.

Customer Care Advocate, Lucent Technologies Norcross, GA 1998 - 2000

Supported Lucent Technologies' top revenue producing accounts in a customer

contact environment. Issued service orders to dispatch technicians to install,

move, add or change customer equipment. Followed orders through to completion

to insure timely service and contractual obligations. Team lead in process

accuracy and documentation on all system applications. Liaison between

customer and Care Center to insure process efficiency and consistency. Quality

assurance coach for call observation. *Lucent aquired by Avaya in 2000.

Account Executive, AT&T Business Communications Atlanta, GA 1987 - 1998

Sales negotiator dealing directly with the customer. Implemented, Priced and

Enhanced private line circuits for Fortune 500 companies in the National and

Major markets. Coordinated the 'start up' and reconfiguration of private line

circuits, and served as liaison between AT&T and the local phone company.

Management Capacity(12-16 employees). Successful completion of a major

Home Depot project(2.5 million dollar retention).

Account Specialist

Activities included team management capacity. Analyzed and corrected database

errors to insure proper billing for leased and purchased equipment. Processed

completion of collection reports to insure efficient billing. Priced and ordered

AT&T long distance services for both residential and business customers.

Promoted and sold residential and business telephone equipment, ranging from

single-line telephones to multifunctional systems. Call observation coach for

quality assurance.

EDUCATION and TRAINING

1983 - Bachelor of Science, Communications, Georgia State University

Focus: Public Relations

Overall GPA: 3.7

2011- Georgia Assessment for the Certification of Educators, Reading(200)-Passed,

Writing(202)-Passed

COMPUTER/SYSTEM SKILLS

SAP R4.6, Maestro(Citrix Platform), FSAC-SS(UNIX)-tech scheduling, Voyager(Project

MGT tool),Siebel, MS Office 2003, Windows NT 4.0, Windows 2000 Professional,

Windows XP Professional SP2, Windows Vista, Windows 7, daily exposure to

IEX(Totalview) for schedule. Microsoft Internet Explorer 8.0

HOBBIES/ INTERESTS

History, Trivial Pursuit, Philosophy, Movie Classics, Baseball, Softball, Football and

Running

Attractions Specialist, Stone Mountain Park Stone Mountain, GA 09/2012-11/2012

Partime/seasonal work assisting customers at the snow mountain attraction.

REFERENCES: Available Upon Request

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