Project Manager Customer Service

Stacey L. Polo

** ****** *

Lodi, NJ *****

Direct: 201-***-****

E-mail: *********@*****.***

Professional Summary: Dedicated telecommunications project manager that drives high-quality completion of IP telephony services for enterprises including Walgreens, Staples, and Daytop Village. Solid customer relations and interpersonal skills allow for effective communication and task execution.

Skills: Multi-tasking Time management

Implement tasks Adapt quickly to changing environment

Team player Highly organized

Experience: MetTel, New York, NY

2013- Present Service Delivery Project Manager

Facilitate and manage the overall order fulfillment process from beginning to very end.

Capable of handling multiple, concurrent, complex service requests for high profile customers.

Ensure an efficient, effective service delivery experience for the customer and sales team.

Communicate precise instructions to engineers for network design and build SIP, VoIP and MPLS networks.

Order the required hardware for customer’s network design through third party vendors.

Moderate all service activations and voice services cutovers conference calls.

Coordinate cross-departmental involvement with the Mobile department for projects incorporating wireless solutions.

MetTel, New York, NY

2011- 2013 Primary Account Manager

Managed a customer portfolio of $1,000,000 in monthly revenue.

Built and maintained solid working relationships with stakeholders and anticipate customer’s needs.

Understand and process complex telephony data for decision support.

Processed order and repair requests in a timely manner and provide frequent updates.

Able to multitask in an extremely fast paced environment.

Single point of contact for all telecommunication related issues including billing, repairs, new installs, provisioning and recommendation of service that will satisfy customer needs.

Manage client escalations and effectively resolve trouble tickets.

Clock Tower Apartments, Hoboken, NJ

2007- 2011 Administrative Assistant

Oversaw the completion of tenant maintenance requests, and ensure quality control between residents and maintenance workers.

Established and maintained waiting lists and vendor contracts.

Adhered to strict HUD standards and requirements for subsidized housing.

Calculated CPI increases and provided proper notice to tenants

Maintained tenant rent security accounts for 174 apartment units.

Maintained constant contact with all vendors to ensure timely repairs and deliveries

Assisted in accounts payable.

Confidential assistant to the property manager.

Escada, New York, NY

2009-2010 Administrative and Financial Intern

Prepare inventory spreadsheets for regional director of U.S. and Canadian retail stores.

Maintained constant communications with German parent company.

Prepared spreadsheets of monthly sales.

Prepared merchandise for shipping and complete proper documents for international shipment.

2003-2007 Cadbury Schweppes, Avenel, NJ

Customer Service Representative

Prepared and completed daily cash deposits and reconciliations.

Efficiently responded to customer inquiries and resolved issues.

Introduced new beverages and recommended products to customers.

Prepared and managed spreadsheets for driver commissions and customer payments.

Participated in inventory controls and counts.

Met quarterly sale goals and deadlines.

Education: New Jersey City University, Jersey City, NJ

Bachelor of Science in Business Administration May 2010

Concentration: International Business

GPA: 3.63/4.00

Study Abroad, Summer 2009

University of New South Wales, Sydney, Australia

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