Customer Service Project Manager

Rodney Fleury

**** ****** **** ****

************@*****.*** Suwanee, GA

30024

678-***-**** (Cell)

SUMMARY

. Over 24 years of customer support experience.

. Expert problem-solving and multi-tasking abilities with project

coordination and management.

. Proficient knowledge of computer and network systems with primary

emphasis on providing efficient system support, integration and

administration.

. Proven experience dealing with difficult customer service issues.

. Solid knowledge of various machinery used in cleaning industry.

Employment:

SSC Service Solution

07/09 - 01/13

Project Manager

. Managed 20 to 40 employees on a 24-hour -call service.

. Manage various shifts to ensure applicable completion of tasks.

. Train employees in janitorial methods and procedures and proper

operation of equipment.

. Cross train and develop employees for multiple positions/duties.

. Ensure task completion of staff through daily inspection and follow up

on all assignments, directives, and projects.

. Issues janitorial supplies and equipment to workers to ensure quality

and timely delivery of services.

. Manage chemical usage and train supervisors on correct dilution

of chemicals.

. Developed staff reports, which include issues, recommendations, and

task documentation.

. Organize monthly inspections with Area Manager.

. Review future project goal with directors on a daily basis.

. Secure building before and after completion of assignments.

Medavant Health, Norcross, GA 08/07 -

05/08

Desktop Support Analyst

. Provided software administration for account creations, password

resets, permission changes, software configuration and superior

healthcare EDI customer service

. Identified problems and interface with appropriate internal resources

to ensure timely resolution.

. Exceeded call-center phone mode guidelines to ensure sufficient

availability for receiving inbound calls and handling specific issues,

with a focus on customer service and retention.

. Responsible for ticket creation and call tracking with Citrix and

escalation to upper levels if needed.

. Contributed to overall team goals and objectives through team

participation and the sharing of individual skills and strengths.

. Working knowledge of medical billing, HCFA 1500 form, and NSF and ANSI

formats.

GBA Health Network, Warwick, RI 11/04-

06/07

Helpdesk Analyst

. Provided software administration for account creations, password

resets, permission changes, software configuration for applications

such as Medfx and provide superior healthcare EDI customer service.

. Provided technical and email support for hardware, software, and

medical billing software to end-users with various levels of technical

knowledge.

. Supported end users with software configuration, soft installation and

trained clients on enterprise applications using Medfx and TMS (health

care environment software application).

. Responsible for ticket creation and call tracking with Log call and

escalation to upper levels if needed.

. Supported remote users with, VPN access and VPN client with

troubleshooting, authentic issues, software installation/un-

installation

Rodney Fleury

Page 2

Adecco Onsite - CVS Technical Branch, Smithfield, RI

09/04 - 11/04

Helpdesk Technician

. Provided technical support to CVS and Eckerd Clients..

. Handled incoming calls based on skill level certification. Follow

defined policies and procedures.

. Responsible for ticket creation and call tracking with Desktop Support

Tools and escalate issues to upper levels if requiring additional

vendor support to appropriate team.

. Provided software administration for password resets and account

lockouts.

. Provided process improvements that eliminated and minimized future

problems for the clients.

Fujitsu Transaction Solutions Inc, Waltham, MA

08/99 - 02/04

Field Service Engineer

. Performed installation, break-fix and preventative maintenance for

point-of-sale (POS) equipment in retail establishments (24x7 working

environment); Perform the prescribed maintenance on assigned machines

. Established and maintained effective working relationships with

customers/

. Submitted budget/expense report on a monthly basis; Customer service

oriented

. Traveled to various retail establishments in Massachusetts and Rhode

Island

. Trained new engineers regarding software and hardware configurations

. Entrusted with the complex customer service issues as a result of

exceptional ability to promptly resolve concerns and satisfy

customers.

CERTIFICATIONS

A+ and Network+ Certificate Program, Rhode Island University, Providence,

RI, 2004

PC Technician certification, Computer Learning Center, Somerville, MA,

1998

Skills/ TOOLS

. Windows XP and MS Office 2010, Adobe Acrobat, Internet, Netscape,

Sales force, EDI

. Working knowledge of LAN and WAN components including hardware and

software installation, configuration, and maintenance

. Strong organizational skills, problem solving abilities, verbal and

written communications, interpersonal skills, and the ability to

supervise, train and work in a team environment. Entrusted with the

complex customer service issues as a result of exceptional ability to

promptly resolve concerns and satisfy customers.

Education

Northeastern University, Boston, MA, Business Management, 1991-1992

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